Comment
Comment features expert perspectives and thought leadership from across the UK retail industry. This section includes opinion pieces, analysis, and commentary from senior retail executives, analysts, and sector specialists on the commercial, strategic, and operational forces shaping retail. Retail Sector’s Comment coverage explores issues such as consumer behaviour shifts, technology adoption, sustainability, regulation, and leadership — providing retail professionals with authoritative insight to inform decision-making and strategic planning.
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Sep- 2018 -26 September
Retail success requires boosting operational efficiency
The world of retail is changing, driven by a significant shift in consumer demands. Just look at the likes of Amazon Go, a revolutionary retail space that delivers the kind of effective, frictionless experience that shoppers are now craving. From an insider perspective, these developments have led to increased…
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25 September
The future’s bright, the future’s automation?
Last month high street stalwart Marks & Spencer (M&S) announced plans to overhaul its customer services department with an AI offering. Its new automated system will enable 640 of the company’s stores and 13 of its UK-based contact centres to automatically route voice calls, determine customer intent, transcribe voice calls…
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24 September
What’s the secret of the forecourt store?
While the struggles facing the retail sector have been widely reported over recent months, it seems forecourt stores are bucking the trend. However, with petrol sales in decline in the move to greener motoring, is their success sustainable and what might the forecourt store of 2040 look like? At a…
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21 September
Customer security and trust will lead to better growth
The importance of customer data to retail brands cannot be overstated, especially when petabytes worth of personal information is gathered for brand marketing by retailers on a yearly basis. The insight provided by such information can allow brands to give a more tailored experience in how customers engage with their…
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20 September
Automation and AI in retail: friend or foe?
We hear a lot about the high street dying, but that’s not quite right. The high street is changing. Automation (and, in the future, AI) is changing the retail landscape. One of the reasons digital retailers like Amazon are so successful is ease-of-purchase, and this is down – in large…
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19 September
How retailers can harness Halloween to drive engagement
Each year Halloween generates a huge amount of hype among consumers, making it a pivotal holiday for retailers. Indeed, Halloween sales continue to grow, generating £310m in 2016, increasing to £320m in 2017, according to Mintel. But how can retailers continue to drive awareness and footfall during this competitive retail…
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17 September
Is it time to blow up your business model and switch to DTC?
Retail is in the middle of the most significant reinvention that we’ve ever seen. What it means to be a retailer is evolving, and has been ever since the introduction of ecommerce. Mobile technology and social networks are changing the way people shop, and influencing consumer expectations in every aspect…
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14 September
The new Debenhams branding might be ‘joyous’ – but is the in-store experience?
This is a pivotal moment for department stores. The ongoing House of Fraser (HoF) crisis has shown the perils of not keeping up, and just this week former giant John Lewis revealed an incredible 99% dip in profits. It’s a stark warning – but it has also opened up an…
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13 September
How Wesfarmers’ takeover strategy almost sent Homebase ‘down under’
There are few home comforts for Homebase right now. The DIY chain confirmed on August 31 that it will close a further 42 stores later this year, resulting in 1,500 job losses. The home improvement and garden retailer has already shut 16 stores this year, following its acquisition by restructuring…
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12 September
How can retailers utilise queuing psychology?
Retailers must do everything they can to ensure that for customers, their waiting time at the till is not perceived as a negative experience that mars their shopping trip. Harnessing effective queuing measures could be key to maximising customer retention. It’s well reported that competition among brick-and-mortar retailers is now…
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