Customers rarely arrive as a blank page
Customers rarely arrive in store as a blank page. They have already looked, compared, hesitated, or saved something. An in-store experience that ignores that history asks them to start the journey twice.
What we are watching
What we are watching is not more screens for their own sake. It is whether in-store tools — mirrors, assisted selling, connected product information — can pick up the thread of discovery rather than replace it.
One customer, one journey
When that happens, online and in store stop competing for the same decision and start supporting the same customer.