Message from the Chairman

An omnichannel solution doesn’t start with tech but the consumer.

For many, ’Buy online, pick up in-store’ is considered the most treasured aspect of retail shopping experience. A dominant volume of people who click and collect falls into Gen Z category.

Hyper-personalisation – an advanced and real-time customisation of offerings, content and customer experience – leverages Big Data to deliver the solutions in real time, for each customer.

More and more retailers are turning to private-label or own-brand goods, seeing here a competitive advantage: cost reduction, targeting specific customer trends and consequently, increase in consumer loyalty.

For some, implementation of personalisation strategies can be daunting. How to embark on this journey? There are a few tenets to keep in mind.

Gen Z, millennials, Gen X and baby boomers certainly vary in their comfort zones with technology. Their engagement with brands is therefore not equal. Different gens have different priorities. It impacts the overall customer experience. What the retailers can do?

The overall pace of personalisation adoption and implementation is quite lethargic. According to Forbes Insight Publication, The Clear Path to Personalization’, the organizational issues impede the personalisation initiatives.

The number of Generation X shoppers buying the groceries online has grown considerably.

Competition continues to increase, and retail data analytics helps to get the picture. Understanding the customers is now essential to build a truly different customer experience. This year, leveraging the data analytics will bring you closer to your audience.

Design the mall for a great experience and make sure you build mobile into it as our kids spend minimum 6 hours on the phone a day, and they're fast.