So how to deal with these customer expectations?
„Retailers need to adapt the customer experience along the whole customer journey.“ One way how this can be achieved is by using robots.
Ms. Mestre introduces Pepper, a humanoid robot.

A robot like Pepper can welcome customers and proactively approach people who are across the room. Pepper can show directions, answer questions or give product recommendations.

Paul Knecht

„Customers are expecting a seamless experience of online and offline sales“, begins Ms. Mestre. They would like an offline retailer to have the same behaviors like an online store.“
Her conclusion from this insight: „Make the stores more app like“

Paul Knecht