Over the last decade, consumers have become comfortable with technologies being interwoven into the commerce experience. The growing reliance on technology became that much more apparent during the COVID-19 pandemic, as retailers and brands sought to stay connected with consumers as the spread of the virus escalated safety concerns. 

The impact of COVID-19 accelerated the digital transformation across the retail industry. Besides ramping up capabilities to better serve consumers in the online channels, retailers also made in-store tech investment to create touchless retail experiences. Almost  three-quarters of retail professionals said the crisis accelerated some, if not all, of their  tech-related investments, according to Voice  of the Industry: Digital Survey.