PwC’s third Connected Retail report, Connecting with tomorrow’s customer… now, examines the behaviours that are set to define the customer of the future.
 
Richard Blundell, Director, Retail & Consumer, and Shannon Orbons, Senior Manager at Digital Services, draw from inspiration across industries to discuss how retailers can prepare for the demands of tomorrow’s customer, providing a personalised service that anticipates and exceeds expectations. 

How retailers can engage with tomorrow’s customer

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Since 2002, PwC's Entertainment and Media Outlook has put the spotlight on key trends and forecasts for Australia's entertainment and media sectors.  Now in its fifteenth edition, the report has considerably expanded its original remit in line with the rise of digital and online technology in these industries, incorporating the consumer internet sector, digital publishing and streaming technology, to name a few.  In this episode, PwC Australia’s technology, entertainment and media industry leader David Wiadrowski looks back over the past fifteen years of digital disruption in Australia's media industry. As David notes, while technology has done much to upturn the local media markets, key digital growth opportunities now exist for media organisations that pivot towards Asia.

15 years of digital disruption in media

Traditional loyalty schemes based on cards and points cost a lot to run and retailers are failing to get the data benefit out of them. Richard Blundell, one of our Digital Services Directors, explains what's wrong with loyalty programs today and what the next generation will look like.
This episode was previously broadcast on PwC's Retail and Consumer Outlook channel.

Retail Loyalty Schemes in the Digital Era

The sharing economy has reinvented the approach to some traditional industries - such as Uber has done with transport and Airbnb with hospitality.
Where are opportunities for collaborative consumption emerging elsewhere? PwC speaks to global thought leader on the sharing economy, Rachel Botsman.

The sharing economy’s next move

Producing a meaningful web or mobile app involves listening carefully to your customer in order to work out what their needs are. It’s also essential to optimise your content to suit those needs on whichever platform they use.
But now what? Are you measuring the success of your app in the right way? 
Joe Brasacchio, Technology Lead, and Stephen Cheshire, UX Principal, from PwC’s Digital Services discuss the options for analysing results – moving beyond hits and downloads to work out what really matters. 
 

How are you measuring the success of your app?

You’ve worked out how your customer feels about you. Either they want to spend hours gazing into your mobile app or they’re here for a good time – but not a long one. How do you construct your mobile app or website accordingly?
Joe Brasacchio (Technology Lead) and Stephen Cheshire (UX Principal) from PwC’s Digital Services talk about taking the next step in your customer relationship, and how the most successful love affair comes from embracing user behaviour. 

How retailers can engage with tomorrow’s customer

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