Future Customer

The retail industry has reached a peak of disruption, with the watershed falling where big enterprises and agile customer-centric startups battle to win consumers' trust and data. The Future Customer special report, published in The Times, explores how technology is revolutionising retail, why brands are pulling away from the carnage of Black Friday and how businesses using the direct-to-customer approach are capitalising on strong customer relationships, while legacy companies that have long rested on their laurels are feeling the pinch. As consumers grow evermore demanding and empowered employees are increasingly concerned about wellbeing, the business of retail has become a tricky balancing act of keeping both parties happy. Couple this with new data protection laws and shifting roles in the boardroom, and it’s apparent that the industry is entering a perfect storm