Retail trend in the picture: Service Experience 2.0
The ability to buy almost anything online places pressure on retailers and service providers to effectively differentiate their offer. For intangible offers (insurance, banking), physical presence provides a new way to interact with the customer. Ironically, the growth in online access highlights the needs for physical space to truly connect with customers.
For services providers (telecom), they must figure out new ways to provide a compelling retail experience. And, they must do this in an environment where consumers are becoming increasingly wary of being “sold” to. Innovation cases highlight new ways to create a service experience to the consumer that are about experiences and connections, not just selling.Back