About this session
Morning: seven dated retail facts and what each does not prove; seven forces (connected journeys, store as experience, community, advice around a goal, social commerce, AI visualisation, circular services); eight real cases (Louis Vuitton The Louis, H&M Stratford, Gymshark, John Lewis Sports & Wellness, RE.UNIQLO STUDIO, Tu on TikTok Shop, Google virtual try-on, and Matches, which failed); the customer journey and four theories; how to observe a store like a researcher. Afternoon: map your customer’s journey, circle the moment that matters, design one touchpoint, stress-test it, and plan Cambridge.
Future retailCustomer journeyStore observationCambridge bingo