In recent years, expectations of customers of retail businesses have changed dramatically. Post-COVID, the in-store experience expected of many brands has been akin to that of a social event – whilst online retail demands have been for a much more practical, personalised and frictionless interaction. Likewise, in the digital space, whilst customers want a hyper-personalised omni-channel experience, data protection laws prohibit much of the use of data to make this possible.  

This is something of a perfect storm; balancing these challenging – and increasingly divergent - expectations is difficult enough, but this is against the backdrop of customers limiting their spending due to a more challenging economic environment. Andre Luis Rebelato Filomeno will give an insight into how Flying Tiger have tried to apply their learnings of recent past to enhance both online and in-store experiences across their business.