Innovation has always been critical for retailers’ progress, but COVID-19 is redefining what successful innovation will consist of. Brick-and-mortar stores will need to create experiential shopper journeys that take into account new safety requirements, and consumers accustomed to the convenience of BOPIS and curbside pickup will be looking for the same types of frictionless transactions at all touch points. Kathy Gersch, EVP at strategy execution and change management firm Kotter, shares her take on the new contours of retail innovation.