The never-ending retail red carpet

Retail is doing its best to spoil customers rotten. Data spills from customers, but where it gets tricky is how to refine and use it – all in pursuit of the golden 'return on relationship'.

The irony of the contemporary consumer is that they have never been so easy to reach – and yet never so hard to please. While digital technology has given retailers new ways to connect with customers, the global marketplace has also broadened their horizons and lifted their expectations. The result is a seemingly unwinnable game of consumer kiss-chasey in which retailers are being forced to go to ever-greater lengths to capture the attention of increasingly high-maintenance customers.

These were the not insignificant challenges outlined by retail experts from across the globe at this year’s Westfield breakfast seminar series: “The future is coming, ready or not”.


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