Industries we serve


2017 was the worst year for big retailers since the great recession in terms of store closures and bankruptcy filings. The brick and mortar landscape isn’t collapsing, but rather is undergoing a radical transformation: e-commerce is disproportionally affecting the electronics, clothing and fashion verticals while discounters, convenience stores and DIY outlets have seen gains. The shopper landscape is changing dramatically; despite a much-improved employment picture, drivers of change like wage stagnation, slowed economic growth and the hollowing of the middle class have weakened demand for middle-market brands and strengthened demand for quality, down-market alternatives. And broader shifts in the consumer mindset are also driving change in retail, from the ways in which consumers interact with brands to shifts in how consumers are defining the value equation as competition on price and quality flattens out.


We help clients in the retail sector understand the changing landscape to better prepare for the future. We help them take advantage of the future “realities” – virtual (VR), augmented (AR), and mixed (MR) – that offer compelling opportunities for the future of retail experiences and consumer engagement. And we assess everything from retailer choice, path-to-purchase, and emerging trends to help client elevate their planning efforts and better understand where to place their “big bets” for the future.

Challenges we address


    Growing consumer demand for change and disruption

    Changing shape of consumer engagement

    New definition of value equation

    At-capacity consumers narrowing consideration sets

    Finding and connecting with “invisible markets”

    “Live large, carry little”

    Shopper empowerment


    Finding new sources of growth in slow-growth economy

    Growing economic influence of emerging markets

    Experiential designations

    From mass to niche


    Service Premiumization

    Specialization & Customization

    Immediacy & Innovation

    Influx of new brands - Experimental, Flexible, Spontaneous

    Touchpoint proliferation à touchpoint consistency


    Challenges in recruiting and retaining leading and diverse talent

    Consumer centricity internally to drive strategy

    A new level of flexibility

    Innovation model and funding

    Rethinking of the last mile

    Transparency of value

    Trading margin no longer the dominant business model



    Privacy and data as currency

    Increasing visibility of sustainability agenda


    Increasing use of algorithms in consumer technology

    Digital touchpoint proliferation - touchpoint consistency

    Digital experience, content and social media influencers