In an Amazon-driven market, how can specialist retailers get closer to their customers? They have something that the growing mass of online conglomerates just cannot offer — their domain expertise.
In many cases a customer needs more than just picking an item off the shelf, or opening a box left on the doorstep. Specialist retailers can fit a part on-site, the customer can book a service slot, or the retailer can even take their skills and expertise to the customer. Andy Randall, Group COO at Halfords, explains how technology both inside and outside of physical stores helps retailers scale their knowledge and expertise to empower employees and ensure customer-centricity across the board.