Newton view Will we ever realise the goal of emotional, story-led experiences at every touchpoint? Is it really achievable for every operational aspect – from supply chain efficiency, to product availability to the design of physical spaces – to be redesigned to enhance the customer experience? The answer is not a one-off change programme, it is an always-on culture change where everyone works closely from the supply chain to the shop floor, to continuously adapt details to the consumer of today with the innovative, always improving tech we have available.
For active GenAI users, the top source of product recommendations is physical stores, with AI coming in just 1% behind (Accenture). People are spending more time alone and online. 90% of US consumers’ free time is spent in solo activities. More than 80% of consumers in China, Germany, the UK and the US have shopped at an online-only retailer in the last month, with 19% YoY growth in food delivery since 2019 (McKinsey). Consumers are open to new innovative ways to meet their goals with a third having used non-traditional food retailers in the last year, 70% using at least one healthcare app and 85% being comfortable using GenAI to support tasks (PwC).
“In a world focused on digital transformation and AI, human interaction remains essential”
Sunil Kumar CEO, Spinneys
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