Customer Centricity
Focus on the customers and their requirements. Many retail companies are seeking closer direct contact with end users to offer them personalized and individualized digital customer services. In this context, the customer’s smartphone plays a key role here. Keywords are digital consulting assistant, personalized digital offers based on the individual customer profile, generation of digitalized coupons, digital loyalty cards etc. For retailers, it is crucial to think about digital services from the customer's perspective.
Connected Retail
Merging online and offline commerce, often referred to as omnichannel, has received another major boost from the Corona pandemic. Click & Collect services have become the norm for many consumers and other services, such as Click & Reserve, are also becoming increasingly popular. Many retailers have also merged their loyalty systems from the online and the offline worlds, giving customers a 360-degree view of purchases made. In the future, it will be more essential than ever for every retailer to seamlessly connect smartphones and stationary sales channels in a way that creates value.
Seamless Store
Since the launch of AmazonGo, a variety of automated store concepts have developed in which the stationary shopping process is largely digitized. Food and convenience retailers in particular will continue to invest more heavily in the further development of such "cashless" formats in the coming years. This will involve different features, from scan & go and tap & go to the use of AR/VR, sensor technology and image recognition. Implementing a seamless store strategy often requires extensive investment in technological infrastructure and connectivity. In this context, cloud-based applications also play a major role as they enable flexible and rapidly scalable implementation of innovative applications.
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