Over the last decade, the retail industry has changed dramatically, and so have the expectations of consumers. Shoppers have come to expect to be able to browse, purchase and return goods seamlessly across a variety of channels. The lines between in-store and online shopping continue to blur, with click & collect growing in popularity. Practices such as show-rooming and web-rooming, where shoppers browse in store, but buy from cheaper competitors online, and vice versa, are becoming more prevalent as well.
