In a video interview, Migros CEO Herbert Bolliger discusses what’s surprised him over the last 12 years in retail, the challenges facing retailers today, sales robots, and what he values about the GDI International Retail Summit.
According to him, the main challenge facing retail at the moment is digitalisation: "Today, we want everything, everywhere." Retailers need to gain experience and have the courage to launch new initiatives, says Bolliger in the video interview. "In the future, brick-and-mortar retailers won't be able to survive without offering digital products."
Ultimately, having the right people on the shop floor will become essential, as customers are now also very well-informed. Personalisation will be the watchword of the future: "It will become much more important to design offers that are truly tailored to the customer’s profile."
Herbert Bolliger will speak at the GDI Retail Summit on 7 and 8 September 2017 on the topic "Customer in Focus: Learnings for the Future".