• The digital imperative has increased exponentially since the original printing. With one-third of consumers reporting that they ‘often’ shop both in-store and online during the same purchase occasion, a seamless omnichannel customer experience has become mandatory to remain competitive.
  
  
• The need to deliver a good customer experience has not changed, but the tools for doing so have. Today’s consumer increasingly expects a more personalised and relevant brand experience, and marketers must adjust strategy accordingly to remove friction in the shopping journey and increase the utility of offers and communications.
  
  
• Intelligent retail spaces and real-time touchpoints will be imperatives moving forward. Creating retail spaces that more fully integrate mobile capabilities, deliver valuable in-store services and self-service capabilities, offer entertainment through challenges or gamification, and enable real-time, contextualised offers (‘Marketing in the Moment’), represent the future of retail.

Tim Mason
CEO of Eagle Eye

Tim Mason has over 25 years’ leadership experience in the grocery and retail industries, with a strong background in strategic marketing and customer loyalty. He was the Deputy CEO of Tesco from 2010 to 2012 and has held a number of senior roles in the Tesco Group including CMO, where he was responsible for the launch of Clubcard and Tesco.com. He is currently CEO of Eagle Eye, a SaaS technology company focused on delivering omnichannel personalization at scale for the world’s leading retailers.

Sarah Jarvis
Communications and Propositions Director of Eagle Eye

With over 15 years of experience as a Retail Marketing Leader in the loyalty industry, she has worked with some of the world’s largest retailers and FMCG brands to help them drive profitable growth by prioritising the customer in their decision-making processes. Her expertise spans loyalty program design, CRM, personalisation, data analytics and commercialisation, and the technical implementation of initiatives that bring retailers and brands closer to their customers.