Exploring the innovative and reinvented retail landscape, where online and offline are merging into 'one journey'.
Pull and push the best from both online and offline to create a 'one journey' across channel experience. Provide a customer experience - transcending any one medium, simply provide shoppers what they want, when they want.
The most potent new metrics are around how online and offline, two mutually beneficial systems, work together.
"There is no such thing as a typical customer journey anymore. The only true channel is the customer, rather than the old platform distinctions between online and offline."
Jill Rose, MD at Accenture
'Fluid' environments that are constantly evolving and changing according to the people and place. It allows spaces to have a continuous appeal, time after time.
Zhongshu Bookstore, Suzhou, China
"Consumers don't want to just listen to brand stories, but want to live the story."
Bain & Company report 2017
- Offering immersive experiences that cannot be
- An adaptable ever-changing environment for an all-in experience
Intelligent, intuitive and personal service on every channel, using customers data to improve their interactions with the brand, store and staff.
Rent The Runway, New York
"Personalisation is using everything that you know about your customer, to drive a meaningful experience with that customer in each moment."
David Brussin, founder of Monetate
Go In Store, Axel Arigato
- Use (online) data and tools to create enriched and
personalised in-store experiences
- Reinvent the human and emotional connection through new technologies
Creating emotional connection throughout all the brand layers, immersing the customer in brand stories and narratives.
"Brands need to consider stores as chapters of the brand
narrative, to impress and reassure the customer simultaneously in
the new role that physical stores should
play in the era of new retail."
Bain & Company
- Creating engaging narratives to gain emotional
- Providing radical and inspiring consistency at every touchpoint