Stephan Schambach, CEO of NewStore (a mobile platform that enables retailers to run their physical stores on an iPhone) discusses his new report that assessed nearly 200 brands – while many retailers have done a good job of implementing services during COVID to make the customer experience more convenient and safe, like BOPIS and curbside pickup, online storefronts and physical locations are not truly integrated. Therefore, they have “paper mache” omnichannel capabilities that will soon fail as they aren’t long-term solutions.

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