ShopTalk 2018: Lessons in hope, reality and denial

  • The digital-first customer journey. In the vast majority of cases, regardless of where the ultimate transaction is made, most customer journeys start in a digital channel–and more and more, that means on a mobile device.
  • The customer is the channel. All the talk about digital channels versus physical stores is mostly a distinction without a difference. It’s all just commerce and silos belong on farms.
  • The middle is collapsing. Just prior to ShopTalk Deloitte released an excellent study on the bifurcation of retail, which they showcased in a session. The study not only dispels the myth of the retail apocalypse but delves into the causes and conditions of the growth at the tail ends of the market and the reason why I have long suggested that it’s becoming death in the middle. The reality is retailers have to pick a lane and strive to become remarkable on either the price/value/convenience end of the spectrum or strive to make the shopping experience more intensely relevant and remarkable.

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Keynote speaker & strategic advisor on retail innovation. Top 10 retail influencer. Senior Forbes contributor. Best selling author of “Remarkable Retail.”

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Steve Dennis

Steve Dennis

Keynote speaker & strategic advisor on retail innovation. Top 10 retail influencer. Senior Forbes contributor. Best selling author of “Remarkable Retail.”

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