Rethinking Customer Value

Retailers continue to be under pressure to drive innovation in a way that delights customers and is cost-effective. Yet few businesses are doing enough to entice these fickle shoppers.

Featuring commentary from:

Rachel Barton - MD, Customer Strategy - Accenture

Andrew Minton - MD - Criticaleye

Andrew Moore - SVP and Chief Merchandising Officer - Asda

Mark Newton-Jones - CEO - Mothercare

It is tempting to compete with the best in the pack by repeatedly investing in the latest tech trend, but jumping to quick conclusions isn't always the wisest course action.

Despite the potential, many businesses aren’t seeing a return from their online investment and have failed to fully recognise and monetise the allure of an in-store experience.

Modern businesses need to be responsive to customers, but they also should be careful to avoid fickle and short-termist consumer trends.

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