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The perils of losing the human touch
Latest estimates place over 40% of jobs in the retail sector are at risk from automation. That would result in over 2 million lost roles in the UK, and impact 6.5% of the total working population
House advantage of bringing advertising in-house
I'm reading news today about P&G bringing more of its media in-house. It reminded me of a media training course I used to teach, likening media planning to playing roulette
No such thing as a free delivery
Consumer expectations of delivery continue their relentless march: speed of fulfilment is now rated by 8% of US consumers as the most important factor in e-commerce decisions, up from 2% in 2017, according to Kibo
What was Facebook thinking?
The confusion (not least among US senators) as to Facebook's strategy and business model continues. The continued accusation of "Facebook is selling your data!" is of course not helpful, because it doesn't
Digital spoils: are B2B and Services businesses falling behind?
We serve some of the world’s leading disrupters. They want to know what new worlds there are to conquer, where the weak points in today’s models are in terms of customer needs or cost to serve and how they can transform these
Omni-channel is dead
We've sent flowers and written a nice note. I think the eulogy was kind. But Omni-channel is dead, and retailers need to focus
Automatic for the people? Automation versus increasing labour costs in retail
A new release today from the Office for National Statistics showing a 4% increase in labour costs per hour and rising wage inflation in the UK
Online car retailing: harder than it looks
Interesting to read about Shift's partnership with Cox/Mannheim to provide the physical infrastructure to underpin its online sales
Can SKUs ever be brands?
One of the delights of my job is the occasional serendipitous meeting with a marvellous executive who makes you think afresh
Talking shop: The rise of voice commerce
Will voice commerce be the next evolutionary step in digital commerce? And if so, what will it mean for retailers who have choices to make about how, where, and with whom to invest in voice?