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The Empowered Customer: The Digitalisation of Retail (2018)

The Empowered Customer: The Digitalisation of Retail (2018) 01-06-2018
Society is in the middle of a technological revolution, a revolution that has fundamentally changed the way we live, work, relate to one another and shop. This will only continue to evolve based on what technology can usefully do, and the appetite of people to use it.

The World Economic Forum recently stated we are at the start of the Fourth Industrial Revolution, one that is characterised by a range of new technologies that are fusing the physical, digital and biological world. It’s a revolution that is evolving at an exponential rather than linear pace, and this speed is disrupting almost every industry in every country, including retail.

The digitalisation of businesses and society is also shaping the direction retail has to take; people have less time than before, but greater needs, and wants.
The increasing presence of digital is putting immense pressure on businesses to ensure they can provide fully integrated experiences across all touchpoints – both on the customer side, as well as the company side. Customer relevancy is all about creating the right experience at the right time in each step of the customer journey and, more specifically, focuses on the needs customers have within the journey.

Technology developments are providing both retailers and consumers with new ways of accessing each other, across products and information.

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