Current events have challenged the grocery industry like no other. Weeks of demand have been served in days. All this while ensuring the health and welfare of colleagues and customers facing unprecedented personal challenges. The industry should be congratulated for what’s been accomplished. Now, as we adjust to a “new normal,” two questions spring immediately to mind: Shopper needs have changed, so should the customer experience also adapt? And with current operational challenges, is anything new just a distraction?

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