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Responding to change: evolving to meet the needs of multichannel shoppers

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In today’s InternetRetailing newsletter we’re watching with interest at how different industries are adapting to customers’ changing behaviour. We report as retail operator Hammerson says that consumers’ appetite for multichannel shopping, coupled with brands selling direct, is helping to drive up rents in its shopping centres.

We also report on new approaches to making payment simpler in the restaurant sector, while a new study suggests consumers now expect personalised offers.

What consumers’ expect is changing fast: convenience is now the mantra for many retailers and that’s reflected in today’s stories, whether it’s about frictionless in-store experiences, or the convenience of paying and leaving – without waiting for the bill. It’s also about personalisation, with experiences that are relevant for shoppers. That importance of the customer experience is something that upmarket car company Bentley has recognised in its new-look Bentley Collection website.

In today’s IRX 2018 preview we look at some of the practicalities from the retailer’s point of view. We hear from Daniel Infanger of Conrad on the challenges – and opportunities of expanding into international markets.

Today’s guest comments comes from Terry Hunter of Astound Commerce who considers the benefits of my cloud for today’s retailers in delivering the experience that customers now expect.


Find out more about upcoming InternetRetailing webinars and register for free on the InternetRetailing webinar page. You can also catch up with past webinars on the page: recent sessions have come from IBM Watson on using AI to improve the customer experience, and from SmartFocus and The Entertainer on using social to reach digital customers.

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