In this chapter, we discuss four key elements of the emerging retail landscape: customers, digital’s underlying dynamics, digital platforms and the rise of digital payments.
1.1 CUSTOMERS ARE TRANSFORMING RETAIL
With the advent of digital channels and technology enabling constant consumer connectivity, retailers are faced with the challenge of keeping up with new innovations disrupting the market.
However, technology alone is not the driver behind the seismic shifts in today’s customer engagement models. Customers are the real catalysts. Therefore, meeting customer expectations consistently across all physical and digital channels is a critical challenge for all retailers.
We explore how this new breed of ...