The shift in consumer experience

The relative ease and wealth of choices available makes online shopping an attractive option for consumers. To combat the clear shift of in-store sales moving online, retailers are focusing on creating immersive and meaningful experiences to get customers back through their doors. 

From 5G and the Internet of Things to personalisation and gamification, retailers are embracing the rapid advancements in consumer technology to increase digital interactions and offer unique experiences, which can’t be replicated online.

With clear changes in customer purchase behaviour, in-store retailers are recognising the importance of choreographing the entire customer journey to create the perfect retail experience. Consumer research shows that technology, processes and people, all have a role to play in creating an environment and experience that customers want to both be a part of and engage with.

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