I recently came across the study, “Total Retail 2015 - Retailing in an Age of Disruption”, which was extremely insightful. It highlighted the complexity, the challenges, and the opportunities resulting from the current retail disruption. Retailing is becoming an omnichannel experience with the physical store as only one part of that experience.
Even Retail Operations Needs Alignment
Here are just a few statements from the study which highlight how different things are today: “Today the customer is driving every facet of the shopping journey. The reality is that customers know what they want and expect retailers to provide it. Every retailer must consider how they can provide the unique experiences their customer’s value. The most successful retailers will be the ones that understand their customers best and have changed their strategy, operating model and infrastructure so that they evolve as customer needs evolve.”1.