As the conversation begins, Wendy talks about the current retail space, especially in light of the COVID-19 pandemic. The pandemic has seen a number of shifts in the retail space, though many of these shifts had started far before the onset of COVID-19. Wendy considers what is to come next, explores questions raised by the move to e-commerce, and considers both a decrease in browsing behavior and the need to change the in-store experience. Further, Wendy and Andy discuss technology changes COVID-19 has advanced, as well as issues surrounding sustainability and packaging.  Looking toward the future, Wendy pushes for a top-down approach, understanding shoppers’ lives, and capitalizing on emotional touchpoints. Finally, Wendy offers advice to students and people entering the field.Key Takeaways:0:44 - Andy introduces his guest, Wendy Leibmann2:14 - Wendy’s life in recent years5:01 - What she expects to see in the future8:50 - Wendy and Andy discuss a decrease in browsing behavior13:50 - Retailers need to change the in-store experience17:25 - The shift to e-commerce23:01 - COVID-19 has seen advances in technologies26:49 - Wendy and Andy talk issues around sustainability, packaging, and mindset31:34 - Effectively designing the future state35:55 - Retailers should capitalize on emotional touchpoints40:02 - Wendy’s advice for students and those just entering the fieldLinks:Learn more about Wendy Leibmann and WSL Strategic Retail.Learn more about Andy Murray.Learn more about the “It’s a Customer’s World” podcast.Learn more about the University of Arkansas and its Customer Centric Leadership Initiative.Learn more about the University of Arkansas’ business school, Walton College.

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