In today’s connected world, shaping the customer journey has become increasingly complex. People interact and collaborate with each other using a combination of e-commerce, social media, and mobile. In this new ecosystem, people can easily access information such as product and brand reviews, which gives retailers extra marketing power but also makes them more vulnerable to customer criticism.

The term ‘employee engagement’ comes up regularly in corporate presentations, books and articles about management. It means nurturing a motivated team that operates with commitment to the company’s goals and values, with an enhanced sense of well-being. Despite such a simple definition, the truth is that the majority of employees are not engaged in their work.

It feels like online shopping has been around forever. Most retailers – even if they won’t mail your purchases to your door – will at least be entertaining the possibility of Click and Collect. From alcohol, CDs, DVDs, chocolate and flowers, which dominated the early days of e-commerce back in the 90s, to today’s wide range of offerings including electronics, home wares and apparel, almost anything can be summoned to your door with a click.

The science of failure in retail The good thing about science is that it’s true whether or not you believe in it. Neil DeGrasse Tyson, Astrophysicist.

Co-authored by Lex Gorecki