Omnichannel
This coverage explores the evolution and execution of omnichannel strategies within the UK retail industry. Reporting highlights technology integration, customer experience innovations, store–online alignment, supply chain adjustments, and leadership decisions driving seamless retail operations. Designed for executives and managers, it provides analysis to support strategic planning and operational excellence across digital and physical retail channels.
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Oct- 2018 -3 OctoberAdvice
How to ensure a connected customer journey
Today’s customers know nothing of boundaries. They want to buy anything, anytime, anywhere, and often use multiple channels to shop at their favourite brands. Welcome to the ‘age of the customer’; a world where customers who use more than one channel, spend more, are more loyal than, and outnumber single…
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Sep- 2018 -25 SeptemberAnalysis
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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Aug- 2018 -24 AugustAdvice
How can physical retailers out-convenience the online giants?
With the likes of Amazon and other online giants seemingly dominating the landscape and creating challenges for physical retailers, there is a fear amongst brick and mortar retailers that they cannot compete with these major brands. This is reflected in almost 650 UK high street stores having closed – or…
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22 AugustAdvice
The four pillars of expert customer service in fashion retail
According to the Business of Fashion report, fashion retailers face three main challenges in 2018. First, they’re facing economic challenges caused by global competition and the increase in adoptions of new technology. Second, they’re operating in a world where customers are constantly connected and expect a seamless service across all…
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20 AugustAdvice
Is your omnichannel strategy costing or saving you money?
For retailers that operate both online and physical stores, an ongoing challenge is to find a way to compete directly with online-only competitors. The latter has increasingly been flexing their muscles as traditional High Street chains come under more and more financial pressure, leading to some high-profile collapses and reshuffles…
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10 AugustAdvice
How to embrace the ‘age of the customer’ whilst weathering the retail storm
The phrase ‘the customer is always right’ has never been more apt. Today’s customers are savvier than ever before and increasingly shop around, their buying decisions swayed by customer reviews. In this so-called ‘age of the customer’ the top priority for retailers is to deliver a memorable experience that builds…
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8 AugustAdvice
Five ways an omnichannel strategy can improve customer experience
A customer-centric strategy is the only way retailers can remain competitive in a rapidly changing retail environment. How does an omnichannel strategy help retailers deliver a superb customer experience? 1) Omnichannel lets retailers develop a 360-degree view of the customer Retailers need to create a complete view of the customer…
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2 AugustAdvice
The end of the High Street as we know it? Part II
Like many other Retail Sector readers, I found Kareena Uttamchandani’s post this week about the end of high street fascinating reading. She highlights a couple of reasons why traditional retail is struggling, principally the rise of online shopping, but also the fact that we live in the age of the…
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Jul- 2018 -26 JulyHigh Street
Omnichannel experience ‘key to survival of high street’, shoppers say
Over 52% of shoppers in the UK believe that retailers need to offer a more seamless experience between online and offline commerce to retain their custom. This was one of the key findings from a survey of 1,000 shoppers, conducted by full service e-commerce agency, PushON, which stated that retailers…
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20 JulyAdvice
How to adapt to multi-channel sales
Consumers’ expectations have evolved over the last decade. Having an online store is no longer seen as optional and is now a necessity to meet customer demands. Customers are wanting the ability to shop seamlessly anywhere, at anytime, and across any device. Next day delivery has too become an expectation…
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