Craving Convenience. In a COVID-19 world, convenience means the need to adapt operations to develop a resilient customer experience while maintaining ease of use. The advent of reduced impulse occasions and more scheduling required to complete tasks means a predicted acceleration in the adoption of digital. That said, what’s considered convenient differs by the generation. Younger consumers are comfortable with digital interactions, while those older than 60 prefer speaking to a human customer service representative.

Outdoor Oasis. Fear of the unknown will find many choosing outdoor venues for leisure and recreation. The movement also includes an exodus from densely populated cities to less-populated rural areas. The opportunities to reconnect outside the home safely also incorporate a desire to support mental and physical wellbeing, a craving to reconnect with nature and a pull toward rediscovering the simple things in life.

Phygital Reality. The collision of the physical and digital worlds will integrate virtual processes into physical spaces. To achieve a seamless integration of new habits around working, learning, exercising, shopping and socializing, there will need to be an associated delivery of virtually enabled at-home experiences to drive ecommerce sales and gather data. Younger consumers already embrace this concept, seeing little distinction between the physical and virtual, but not all consumers embrace a virtual-centric world.