The web of retail interfaces
Until the mid-90s of the last century, retail was wonderfully linear and orderly. You shopped in a physical store (at a fixed location, the market or the familiar mobile shop), ordered from a mail order catalogue, perhaps phoned to order items (from the same catalogue or after seeing something on TV, in a newspaper or brochure) or bought at the door from a travelling salesman. It was all wonderfully structured, both for the customer and for the staff.
How different retail looks in 2018. In the current 'total retail' world, the number of retail touchpoints is continuously increasing, shopper behaviour is changing rapidly and - for that reason - it is not becoming any easier for store staff to (re-)discover and emphasize their role and added value.
What are the major retail interface trends now? Are they simply going to replace staff, are they complementary, or do they actually demonstrate the importance of human interactions in retail?