We are entering a new digital economy and to compete successfully in it, business processes, models and systems need to evolve. Those who do not adapt to these changes will not be successful.
Customers don't just want to 'buy stuff' anymore, they want a personalised service and experience that is relevant to their own wants and needs.
It's time to look to a future where online and offline shopping aren’t two separate business models. There will just be ‘shopping’ and it will be an integrated online and offline experience.