Silent downtowns. Empty shopping malls. Tumbleweed-tossed main streets and side streets all across America. Of course, that’s not the reality of retailing—yet. But like any other sector, retail is evolving. And to serve the new breed of customer entering the market, the retail contact centre has to adapt. The retail sector is changing. And with it, the retail contact centre. Let’s discuss the reasons customer motivations are driving them away from traditional retailers—and how retailers with an eye on the future can turn it to their advantage.