The way we shop today would have blown our minds just a generation ago; the way we will shop just ten years from now would likely blow our minds today. While some may always want to feel a fruit for freshness in their own hands, or try that new pair of jeans on their own body before purchasing, those who are comfortable buying in different ways are seeing their options rapidly expand. We “buy now” from the comfort of our own home, or wherever we happen to be; we tap our payment cards and walk; we order our groceries ahead of time and have them delivered to our car – or even to a locker at the train station where our afternoon commute ends; VR and AR give us the ability to see how a paint color will look, or how a shirt will fit. Perhaps one of the biggest changes is how comfortable consumers are with retailers monitoring and tracking their behavior and preferences, allowing them to provide more personalized experiences. Though change seems to be coming in many directions, customer centricity is the tie that binds – retailers are working harder than ever to offer a customer-centric retail experience.
Because of this rapid change, it is more difficult than ever for retailers to chart their future. What technology is worth investing in, and what will be a flash in the pan? What is the right tradeoff between customer data and the benefits we provide them in exchange for that information? What is the right balance between online and brick & mortar? These are the make-or-break questions for retailers. And we work tirelessly to make sure the customer’s voice is front and center as our clients make the decisions that will lead them to future success.