This IDC Perspective outlines how grocery retailers should invest in their businesses to become more adaptable and scalable to service the customer better now and into the future. Investments in technology, business process, strategic business model adaptations, and workforce empowerment and flexibility are discussed. Grocery retailers will accelerate innovation in omni-channel capabilities, particularly those related to commerce, inventory management, distributed order management, demand forecasting, collaborative sourcing, workforce management, and the connected store.
According to Leslie Hand, GVP, IDC Retail Insights, "Necessity is the mother of invention/innovation, and the experience that COVID-19 has forced grocery retailers into will drive an acceleration of technology investments in the store to enable omni-channel commerce and fulfillment. Customer-centric and pragmatic retailers will make the investments that will, in Walmart's CEO's words, 'unlock … seamless omni to drive innovation, become more productive, and pick up speed.'"