The future of the retail landscape: 2018 and beyond

Customer-centricity – Personalisation – Convenience - Control

Karl Havard, Partner, Retail, PA Consulting Group

Challenges and opportunities in ‘omni-channel’ retailing

Customer-centricity – Personalisation – Convenience - Control

Karl Havard, Partner, Retail, PA Consulting Group

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The world is changing fast

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Customer expectations are being set

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Customers expect the same levels of customer experience, convenience and personalisation from whomever they choose to buy from.

The best experience they have, sets the bar for others

Which means:

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New Consumer Decision Criteria:

Value for money (#obvs) – Provenance – CSR - Ingredients

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I want this information at my fingertips, however and whenever I choose to access it. And I want you to make it easy, convenient & personal to me.

Which means:

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Across all touchpoints and throughout the supply chain

But…it’s got to be authentic too. Blockchain?

Creating a Blockchain ledger of product information to ensure every aspect is authentic and in turn offer a secure, trusted and impartial means to manage and serve the data.

A future state SOME FORM OF INDEPENDENT,

COLLABORATIVE DATABASE

Global Standards Cloud?

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Challenge: Where do you place your bets?

Thank you.

Customer-centricity – Personalisation – Convenience - Control

Karl Havard, Partner, Retail, PA Consulting Group