Simon Glass

It’s time to digitally reinvent retail

The retail industry is facing severe disruption. Ever-evolving customer expectations, advances in digital technologies, increased competition from new entrants and encroachment from other industries are all putting immense pressure on traditional, established retailers. The end-to-end consumer value chain is changing beyond recognition. The retail industry is at the vanguard of a revolution that focuses more […]

Continue reading

Every industry can learn from retail’s pursuit of optimal customer experience

Retail and consumer products brands have much work to do to satisfy customers’ continually evolving expectations. On a 0 – 100 scale, brands scored an average of 33 in the 2017 Customer Experience Index Study from the IBM Institute for Business Value. Only 3 percent of brands were classed as “Leading Edge,” which means they […]

Continue reading