A recent discussion with an experienced industry leader who is working to reimagine the role of the high street store has highlighted some important implications of current retail omni-channel trends that will have a profound impact on retail business models and IT strategies in future.

Rapidly changing, technology-led consumer expectations and demands while online and in-store will make it essential for retailers to better align their business and operations with the core notion of customer-centricity, which goes far beyond providing exceptional customer service.

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