Where digital meets physical – at the point of service

Chris McShane, Managing Director of Halfords Mobile Experts and President of its new field service software business Avayler, believes that retailers are not at a crossroads of digital vs. physical, but that the road to the future lies in a blending of the ways—for example even Amazon is building bricks and mortar stores across the US and UK. He has witnessed at first-hand how Halfords has used technology to transform itself into a service-oriented operation and provides a roadmap for organisations looking to transform their own product offerings into the delivery of service-based outcomes.