As customer behaviours continue to evolve in an increasingly competitive economic environment, retailers are grappling with the role of the physical store in an increasingly digital world, and trying to figure out how to drive customers in store.
This has led to retailers questioning what value they are providing to customers and what might motivate the customer to spend their hard-earned cash to visit the store in person when an online experience is often more convenient. Technology is playing a fundamental part in store evolutions, with many brands working to differentiate themselves from the competition.
At our event ‘Elevating User Experiences: From strategy to solution’ at Leeds Digital Festival 2024, we discussed these questions and more. By providing insights and reviews across international markets, we used this as an opportunity to explore how companies operating under different rules, regulations, and cultures have the ability to innovate in ways not possible in the UK.
Our audience of tech and user experience professionals also shared their own insights and opportunities during table discussions and networking during the session.
With an increasing focus on technology integration as part of an omnichannel experience, we showcased an innovative example from the Japanese optical retailer, OWNDAYS.
Analysing the three key pillars of their business model, we learned how they’re disrupting and transforming the customer journey end-to-end by focusing on eyewear as fashion accessories, specifically targeting a younger demographic, and expediting checkout with customers getting through the store in just 20 minutes.
Their approach leverages technology throughout, from targeted social media to glasses selection through QR codes, in-store product displays that involve customer engagement, and self-checkout-style eye-test stations. It’s a powerful integration of the digital and physical, demonstrating just how powerful tech-driven customer experiences can be.
As retail continues to transform, the role of the physical store is being reshaped through technology-driven, customer-centric innovations that meet evolving consumer expectations.
Insights from international markets like Japan’s OWNDAYS demonstrate how impactful a streamlined, tech-enhanced customer journey can be. By blending digital convenience with in-store engagement, retailers can create memorable experiences that give customers compelling reasons to visit in person.
Our Leeds Digital Festival discussion highlighted that while online shopping is a core part of the retail landscape, physical stores hold unique value in fostering brand loyalty. For retailers in the UK and beyond, the path forward lies in embracing these global lessons, investing in adaptable and technology-rich spaces that cater to modern customer needs.
Ultimately, the future of retail will belong to those who can blend physical and digital realms to offer an engaging, efficient and meaningful shopping experience.
For more of BJSS‘s highlights from Leeds Digital Festival 2024, you can head to their website to read about key takeaways from their event ‘AI: Stop Talking, Start Doing!’.