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Connected Consumer: The future of digital retail experience

July 15, 2015 @ 8:00 am - 12:30 pm


In a changing customer world, where technology is evolving and the consumer is demanding a more personal touch to their relationship with brands, ‘always on’ technology makes it possible for consumers to interact with brands in new ways, and whenever they want.

And as omni-channel provides consumers with a seamless experience, how are retailers going to make it profitable using the traditional supply chain? How can retailers remain relevant to the consumer? And how can retailers use design thinking to put the consumer at the heart of everything they do?

Consumers are now better than retailers at using the technology and information at their fingertips to shop.

And they demand more. Retailers need to move fast to embrace marketing technology, avoid consumer frustrations, and keep their customers from going elsewhere. The way retail brands adapt towards the new retail business model will affect the consumer’s perception for years to come.

For every brand that needs improvement, there’s but a handful that are doing it well.

Apple has the greatest sales revenue per square metre space of any retailer in the world ahead of luxury brands and jewellery retailers – they are at the apex of digital tech, luxury brand and consumer science. Commonwealth Bank went from being the laggard in their sector in customer experience in Australia becoming #1 and in the process have risen their fortunes to become Australia’s largest company. Delta Airlines in the US had a similar journey.


Teachers Federation Conference Centre
37 Reservoir Street
Surry Hills, NSW 2010 Australia
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+61 2 9248 7900
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