Whether pure play eCommerce or brick-and-mortar first, all retailers were forced to adapt quickly in 2020. Some were able to make the necessary adjustments to survive, but others pivoted even further and implemented strategies to grow beyond even next year’s sales forecasts. What separated those who thrived from those who merely survived?

Organizations that succeeded embraced the evolution of their risk management strategies to support the unexpected growth. This mindset will remain important into the future as organizations navigate online and omni-channel sales in an era of increased volume, increased risk and increased consumer expectations. Understanding what is needed to maintain success in the current eCommerce and omni-channel environment is imperative, as many of the changes we’ve experienced in the wake of 2020 will continue to persist.