Beyond Retail

2020 didn’t grind retail to a halt—it threw it into overdrive. Food and beverage reinvented themselves and took huge risks to stay in business. Incremental change went out the window as companies fought to survive. Now, as we return to normal, normal will look very different.Digital transformation, social commerce, experiential emphasis—what big swings are here to stay? And what’s on the horizon? On Retail Reawakened, host Colin Neil takes you through the latest consumer research and the trends that are shaping the UK’s retail landscape today and for years to come.Why are some companies more resilient than others? How has consumer behaviour changed during the pandemic? What makes for a memorable customer experience?For more information, visit https://www.adyen.com/landing/online/uk/retail-reawakened-podcast

Who hasn’t seen headlines heralding the death of the high street? Woolworths, Debenhams, Arcadia Group - do the the failure of these brands point to an overall demise? Is ecommerce taking the place of physical retail? Or is something different going on?To learn more about where we are now, we need to look back a few years. In this first episode of Retail Reawakened, we track the digital transformation of global fashion brand Burberry and see the ways they’ve maintained their brand identity while adapting to an increasingly online world.Over the past 20 years, Burberry has established its reputation as an industry-leader in digital transformation. Long before its competitors, it embraced digital technologies to create high-end experiences for their customers in-store and online. Former head of operations Steve Ibrahim and digital transformation strategist Craig Crawford walk us through the changes the brand made, both logistically and conceptually, to bring a sense of luxury to every part of the customer journey. We’ll also examine how businesses can ensure their digitisation remains true to their brand and centers on the customer.In the second half of the episode, The Retail Champion, aka Clare Bailey of the BBC, will help us explore the bigger picture, providing a recent history of the UK’s retail evolution. She places store closures in context and challenges the notion that ecommerce is the harbinger of high street’s collapse. What are the opportunities presented by retail’s rush to digital? How can companies integrate their experiences and create a seamless path for the customer across all channels? What’s new for food and beverage? Clare gives you a snapshot of all of it.If you want to find out more about digital transformation and adaptation, visit adyen.com/ukretailreport and download Adyen’s latest research report.

In 2021, it's not enough just to have a website anymore. You need a full ecommerce strategy. That means online stores, social media presence, seamlessly integrated online and in-store customer journeys and more.In this episode of retail reawakened, we explore exactly what it is that brands need to do to remain competitive in a retail landscape where customers demand multiple ways to shop. We examine the ways that brands are constantly innovating their online experience and how they’re creating more sales channels while simultaneously unifying them.Since 1707, Fortnum and Mason has been at the forefront of luxury retail, showcasing the finest products in lavish London locations with the help of passionate and knowledgeable salespeople. Over the centuries the brand has been able to capitalise on its heritage and prestige; but how you bring that luxury experience to an online platform? We speak with Fortnum and Mason’s chief transformation officer Jon Weg and former director of IT, Tony Longhurst, to find out how this historic brand translated its top-tier customer experience to ecommerce in just a few short months in order to continue serving new and existing customers as high street stores were forced to close their doors.We also hear how international food and beverage retailer, Joe and the Juice, utilised their app to provide its customers a truly omnichannel experience, allowing patrons to order food, pay for meals and collect loyalty points however they want. And we talk with Saad Usman of Miniso UK, one of the newest variety retailers to hit British high streets, about how this previously brick-and-mortar-only brand went from focusing solely on stores to placing ecommerce at the centre of its business strategy.And Adyen’s own product manager for data, Quirijn Meulenberg, and head of retail and hospitality solutions, Jan-Pieter Lips explain why it’s crucial for brands to know who their customers are and how businesses should integrate their sales channels to create frictionless experiences for shoppers.If you want to find out more about unified commerce and frictionless experiences, visit adyen.com/ukretailreport and download Adyen’s latest research report.

Panic buying, impulse shopping, and the growth of online spending - in the past 18 months, customer behaviour has been wildly unpredictable. Or has it? In this episode of Retail Reawakened, we examine the psychological impact of the pandemic on consumers and what it takes to win their loyalty today.  We’ll also explore how businesses are embracing new technologies to elevate their loyalty programs and increase their adoption in store and online.Since the start of the pandemic, customers' priorities have changed. Personal hygiene and safety became top of mind, and feelings of altruism ran high as the nation banded together to support people in need. Consumer psychologist Kate Nightingale explains how numerous lockdown measures impacted customer behaviour, and why restrictions forced many to re-evaluate their expectations of brands. We look into what consumers really want post-pandemic and how businesses can best serve them moving forward.We also delve into one of the most important factors in building loyalty - knowing your customer. Expert in Chinese consumer trends, Domenica Di Lieto, discusses how retailers can best engage with the UK's burgeoning Chinese customer base.And we examine a case study in customer loyalty excellence as we hear how coffee chain Joe & The Juice nurtures relationships. We’ll discover how the brand adapted during the initial lockdown to continue serving customers while still meeting their safety and convenience needs. And we’ll learn how the brand uses the Joe app to let customers buy how they want while enjoying a tailored loyalty experience wherever they are.If you want to find out more about building customer loyalty, visit adyen.com/ukretailreport and download Adyen’s latest research.

In March 2019, the nation was placed under house arrest. No eating out, shopping, or socialising meant retailers and restaurants had to pull down their shutters and to pivot to e-commerce or risk never opening their doors again. But in 2021 as brands welcome back shoppers in-store and online, how can they satisfy their customers' renewed appetite for the retail experience?In this episode of Retail Reawakened, we dissect the shopping experience. On the macro level, we find out why high streets need to evolve and break away from the decades-old model they've followed for so long. And we get granular and ask what it is that makes for a top-notch shopping experience, whether online or in-store. Plus, we reveal why brands should never assume what the consumer wants and why they must prioritise understanding the needs of their customers above all else.Brands don't stick around for 300 years out of sheer luck, they harness a winning recipe of great staff, excellent products and thoughtfully curated shop floors to attract and retain a loyal customer base. Former Director of IT at Fortnum and Mason, Tony Longhurst, shares with us the iconic London brand's formula for delivering the best customer experience. He explains what it is that turns a sales associate from good to great, why the layout of a store should be as thoughtfully considered as the products it is stocked with, and why brands need to recognise the diversity of their customers' expectations in order to meet their needs.When Arcadia group went into administration in 2021, many wondered if this was the death knell of the high street. But rather than heralding the end of town and city shopping districts, the turmoil of the last eighteen months may actually mark an evolution in our high streets. And no one is a bigger proponent for the evolved high street than Stockton Town Council's Cabinet Member for Regeneration, Nigel Cooke. He tells us about Stockton's "bold new vision" for the high street and why it's doing away with a shopping centre in favour of more green and communal spaces. And he imparts a word of warning to those who think the key to a successful high street is a reliance on shops.Retailers and restaurants had to rapidly adopt e-commerce at the start of the pandemic to keep trading, but now it has become evident that digital retail is here to stay. But how do you bring an amazing in-store shopping experience online? CEO of digital transformation specialists, Red Badger, David Wynne, believes the key to offering great e-commerce solutions is knowing what customers want. He explains why brands should never offer digital solutions just for the sake of it and he reveals the one thing all customers are after when shopping online. And we hear from Adyen's own Conversion Expert, Sam Allan, about how retailers can extend the in-store feel online and how they can make their customers feel safe and secure at the checkout.If you want to find out more about enhancing customers' in-store and online shopping experiences, visit adyen.com/ukretailreport and download Adyen’s latest research report.

Impact seems to be on everyone’s minds these days. The pandemic has reawakened the altruist in us all, and the societal and environmental impact of brands matter as much as price when making purchasing decisions.Technology is also driving changes in our behaviour. Digital adoption accelerated during the pandemic as people sought solutions that were quicker, easier, and safer. As a result, consumers of all ages are more tech-savvy than ever before.In this final episode of Retail Reawakened, we take a look at the new mindset of customers to find out what their purchasing priorities are post-pandemic. And we look to the East to see the latest technology trends headed our way.When faced with existential threats, we can't help but wonder what legacy we'll leave behind. And this, according to consumer psychologist, Kate Nightingale, is one of the main reasons consumer priorities have changed when it comes to choosing brands. Kate guides us through the new customer mindset and reveals the challenges and responsibilities brands must face. She also shines a light on the tremendous opportunities open to shops and restaurants if they can meet these new needs.We hear from consumer behaviour expert and Vice Chairman of Ogilvy, Rory Sutherland, on what brands need to do in order to meet the needs of the post-pandemic consumer. And we speak with Digital Executive of LEON Restaurants', Hugo Engel to learn how the brand is positioning itself as both an instrument of and proponent for positive societal change.We head to Asia Pacific to discover the technological trends that may come to be the new normal for shops and restaurants in the UK as well. President of Adyen Asia Pacific, Warren Hayashi, explores how the Super App is becoming synonymous with all aspects of life, providing users a means to buy goods, bank, hail rides, and much more. And Domenica Di Lieto, CEO of Emerging Communications reveals how these apps are helping brands to recognise customers and provide hyper personalised shopping experiences.We speak with Intelligent Automation (IA) Global Expert, Pascal Bornet, to find out how IA will transform brands through computer vision, language processing, machine learning, and more. He details how IA will augment stores with almost science-fiction levels of automation, from replenishing stock to predicting product demand.If you want to find out more about the technology and behavioural trends influencing retail, visit adyen.com/ukretailreport and download Adyen’s latest research report.

The initial ‘response’ phase of the pandemic is over. Now, as we’re adjusting to a state of normal(ish), it’s a good time to take stock and evaluate the current state of UK retail and hospitality.We’ve seen that many retailers used the downtime of the pandemic to diversify their sales channels. The boundaries between in-store and online have become increasingly blurred, and new channels and experiences are emerging. But how do we ensure that the values and personality of a brand stay consistent across the board? In this season of Beyond Retail, we explore the shape of retail ambition and look at how the lessons learned over the last two years are evolving the industry. In this premiere episode, we focus on how the explosion of diverse channels in the face of a global crisis turned out not to be just a temporary emergency measure, but a recipe for future success. The digital transformation during the pandemic means that consumers now expect more, faster, and with greater flexibility. Crew Clothing is a fashion brand that has had to adapt to changing consumer demands. Head of IT, Richard Surman, walks us through how they’re incorporating digital transformation to meet evolving consumer expectations such as potentially incorporating cryptocurrency payments. But what exactly are consumers’ demands, and how can we future-proof our retail operations to better predict and meet the needs of the consumers of the future? KPMG’s head of consumer markets, Linda Elliot breaks down the changes that she’s seen and what we can expect in the future when it comes to sustainability, cost, and digital engagement. One of the UK’s leading business experts and “customer whisperer'' Kate Hardcastle joins us to provide insights into how to provide a single identity across retail channels. It’s all about maintaining consistency across touchpoints and keeping the human element within all interactions. If you want to find out more about the technology and behavioural trends influencing retail, visit https://www.adyen.com/landing/online/us/download-the-retail-report-2022 to download Adyen’s latest research report.

The retail landscape is rapidly changing alongside both global shifts and local pressures. Accelerated by the pandemic, businesses are now blurring the lines between digital and physical experiences. This shift towards multiple, connected sales channels has helped build resilience for many businesses. In fact, recent Adyen research has found that 74% of businesses that connect their sales channels expect to grow by more than 20% this year.That doesn’t mean the pressure is off. Rising interest rates and crippling costs of living, coupled with the social and political upheavals of the past few years have seen customers evaluating the impact of their spending with increased scrutiny. Not only do consumers need their money to stretch further, they increasingly expect their purchases to align with their social and environmental values as well. With market uncertainty on the horizon, long-term customer loyalty is more important than ever. To secure it, businesses will have to adapt to the changing needs of their customers. In this episode of Beyond Retail, we’ll explore how businesses can prove that they're worthy of that long term loyalty with insights from industry experts such as: Adyen Account Managers Ellie Jaggs and Milou van der Lans; Hannah Meyer, a Senior Marketing Manager at Trustpilot; Nick Popovici, CEO of Vita Mojo; Chris Matthews, Global DTC Channel Director at Brompton Bicycle; and Helen Dickinson, CEO of the British Retail Consortium. We’ll also hear a number of first-hand consumer perspectives on topics such as the effectiveness of loyalty programs, how a company’s corporate values can attract more customers, and how consumers are assessing their social responsibility when making purchasing decisions. If you want to find out more about the technology and behavioural trends influencing retail, visit https://www.adyen.com/landing/online/uk/2022/retail-report to download Adyen’s latest research report.

Physical stores aren’t going anywhere. And Adyen’s latest research found that consumers support this, with 59% still preferring to shop in-store. While sensationalist news headlines might try to convince us otherwise, the truth is that the internet isn’t the brick-and-mortar killer it’s been made out to be. In actual fact, the growth of the online store isn’t so much siphoning customers from high street shops as it is augmenting consumers’ physical shopping experience and bolstering brand loyalty. High street stores, and indeed the high streets themselves, can’t rest on their laurels though. Customers still crave the in-person customer journey, but the experience needs to evolve. Stores can no longer be glorified display cases, and high streets can’t simply be centres of commerce.Consumers want to socialise while they shop again, embrace the experiences that brands create and feel part of a community when they venture out onto the high streetIn this episode of Beyond Retail, we find out why we still love getting physical and what the future of in-store shopping looks like. We also look into what retailers need to do to get customers through their doors, and why the high street can’t rely solely on retail. We hear from experts across the industry, including: in-store expert and account manager at Adyen, Milou van der Lans; business and consumer insight expert, Kate Hardcastle; chair of the High Streets Task Force, Mark Robinson; lecturer in digital economy & consumer culture, Dr. Adèle Gruen; and author of Retail Recovery: How Creative Retailers Are Winning in Their Post-Apocalyptic World, Mark Pilkington.We discover how brands in third spaces, such as pubs and cafes, are playing host to a new kind of patron - the customer-worker - and find out how these businesses are adapting to host this hybrid consumer. And we uncover what it is that motivates shoppers to get offline and on to the high street in an increasingly digital world.If you want to find out more about the technology and behavioural trends influencing retail, visit https://www.adyen.com/landing/online/uk/2022/retail-report to download Adyen’s latest research report.

Not that long ago, you’d only expect a personalised customer experience if you were a regular repeat customer on your local high street - or if you happened to be a VIP shopping at Gucci. But that’s no longer the case. Today, a few data points can potentially give businesses a wealth of insight into their customers. And the information is already out there - all retailers need is a good data strategy to utilise it. Of course it isn’t always that simple, but businesses are getting better at capturing and using data. Adyen’s latest retail report revealed that 28% of businesses  are using it to improve their services , and a further 27% are using it to build a better picture of their customers.. On top of that, many  consumers today  are happy to share data; 47% say they’re willing to supply information to brands in order to save time  and personalise the shopping experience.In this episode of Beyond Retail we explore the importance of data and how brands are using it to gain  a competitive edge. From uncovering trends, to creating  unique shopper journeys, we uncover a  multitude of benefits of a strong data strategy. Join us as we hear from special guests, including: team lead of Unified Commerce at Adyen UK, Joe Dupre; global DTC channel director at Brompton bicycle, Chris Matthews; and data advisor, futurist and author of the award winning book, Business Trends In Practice, Bernard Marr. Together, they explain how data  can strengthen a brand’s performance and enhance consumer interactions..We discover how the pandemic affected not just footfall in-store and online sales, but how it disrupted shopper habits, creating a data black hole. Chris Matthews walks us through Brompton Bicycle’s approach to data as it shifts its business model to direct-to consumer. And Bernard Marr reveals some of the latest trends that are helping brands to gather better insights while he shares his thoughts on how GDPR is a force for good (business).If you want to find out more about the technology and behavioural trends influencing retail, visit https://www.adyen.com/landing/online/uk/2022/retail-report to download Adyen’s latest research report.

Brands are spoilt for choice when it comes to business tools; POS systems, CRM databases, even social media. These technologies are just a sampling of the plethora of services available to help retailers function and evolve. But one class of tool really making a difference is platforms. Platforms for E-commerce, platforms for managing business - no matter where they’re rolled out, what they really are are platforms for growth.Platforms are allowing brands to scale faster, collect deeper insights and integrate new functionality more easily than ever before. But with more bespoke options appearing every day, and incumbent platforms continually upping their service, it's tricky to know which services to grab with both hands and which to let pass by.In this season finale of Beyond Retail, we explore the platforms that are helping brands to stay on top in light of increasing competition and decreasing disposable incomes. Join us as we speak with leading experts in the platform economy: Chief Product Officer at Epos Now, Nathan Gill; Author of 'Embedded Finance: When Payments Become An Experience', Co-founder and Chief Commercial & Growth Officer at Fiat Republic, Sophie Guibaud; and Sunday Times Columnist, Chair of the British Association of Women Entrepreneurs, and Founder of Lily Blanche Jewellery, Gillian Crawford.We discover which platforms are helping business owners manage their day-to-day operations and which integrations are bringing brands and consumers the financial tools they need, when they need them. And we'll find out how platforms such as EBay and Etsy are helping small businesses compete with household names and complementing big-brand brick and mortar.If you want to find out more about the technology and behavioural trends influencing retail, visit https://www.adyen.com/landing/online/uk/2022/retail-report to download Adyen’s latest research report.

The food and beverage space isn’t what it once was – it’s much, much better. Even before the pandemic, restaurants, bars and cafes were on a steady march towards modernisation. Takeaway apps were making it possible for restaurants of all shapes and sizes to deliver to customers, and new technologies like QR codes were slowly making their mark on the user journey. But then the pandemic hit, and businesses went into overdrive. To stay open, they had to think fast to meet customer needs as expectations and regulations rapidly shifted. Ordering ahead, digital wallet payments, self-service kiosks – new technologies had burst onto the scene, permanently changing the face of the industry. In this season of Beyond Retail we explore the world of food and beverage to understand how this sector has evolved, and discover the challenges and opportunities that continue to shape its future.  In this episode, we look from past to present at the immense change F&B has undertaken. We speak with Adyen’s Head of Unified Commerce, Brian Dammeir about the parallels between food and beverage and retail, and we hear from Marketing Director for Just Eat for Business, Shane Mansfield to look back at the evolution of delivery over the years. Plus, we get a restauranteur’s perspective on all this change with the help of chef, broadcaster, and award-winning food writer, Gizzi Erskine. If you want to find out more about the technology and behavioural trends influencing food and beverage retail, visit adyen.com/en_GB for more.

You may think a signature dish or culinary theme are all a food and beverage business need to develop a strong identity. But in reality, the meals served at our favourite eateries are one of many factors contributing a complex branding strategy. Food, lighting, interior design, menu layout; these and many other elements combined are what create immersive and memorable experiences for customers. And as newer and increasingly sophisticated technology continues to develop, we’re seeing more of them make their way into restaurant spaces. In this episode of Beyond Retail, we analyse the role design plays in the food and beverage space to understand how it impacts consumer experiences in cafeterias, fast food establishments, high-end restaurants and more. We examine the technologies reimagining how brands deliver convenience, and dive into what makes for great restaurant design. We speak with Adyen's VP of Product, Derk Busser to learn how F&B has evolved over the years, and hear from Harry Ridley, Automation & Emerging Technology Product Manager at Compass Group, on how brands can pick the right tech for their business. We also gain a deeper understanding of the technology-space relationship with Sergii Khomenko, co-founder of Autocanteen, while chef and broadcaster Gizzi Erskine shares her own restaurant design experience. Plus, David Carofano, Director of Strategy & Development for hospitality design studio Crown Creative, tells us how businesses can reinforce their brand through aesthetic choices. If you want to find out more about technology and behavioural trends, visit Adyen.com/en_GB/ for more. 

Throughout this season, we’ve explored the value that atmosphere, design, and innovative tech provide when boosting customer experience. But as an industry built on people, F&B is increasingly shifting its focus inward to find new ways to enhance the experience of those who keep the businesses running – staff.In this episode of Beyond Retail, we investigate the ways in which brands are enhancing the everyday tasks of their frontline staff. We hear about the changes being made to improve the service industry, which has traditionally been associated with strenuous schedules, few employee perks, and high turnover rate. We learn about what employers are doing to make the work in this field more attractive in order to retain existing employees, and attract new staff.We speak with Robert Richardson, CEO of the Institute of Hospitality to learn about the effects a post-pandemic landscape and growing cost of living crisis are having on employee recruitment and retention rates. We also talk to Christophe Delacroix, co-founder and CEO of Storekit, who teaches us about the technology helping brands through the recruitment process, and easing the strain of service staff.CEO of TiPJAR, Ben Thomas, tells us more about tipping in the industry, explaining the complexity of increased legislation around it and sharing new initiatives aimed at promoting tip transparency between workers and employers.And Hemmo Bosscher, SVP of Platforms and Financial Services at Adyen, gives us a deeper understanding of the platforms built to alleviate pressure on food and beverage businesses by streamlining services, tasks, and functions.If you want to find out more about technology and behavioral trends, visit Adyen.com/en_GB/ for more

The pandemic taught food and beverage brands how to evolve through innovation. Digital took the forefront, and convenience and efficiency became more important than ever when it came to keeping business afloat. Meanwhile, takeaway and delivery options opened up new revenue streams for restaurants and cafes, expanding their consumer base and appealing to a whole new audience.  But as the industry continues to face a pressurized social climate with the current cost-of-living crisis, and recession predictions looming, brands are pivoting their attention back to the one factor that can make or break their reputation – their customers.  In this episode of Beyond Retail, we hear first-hand what it takes to keep customers happy in the food and beverage space. We explore the habits and trends that are influencing the most recent developments in this ever-evolving landscape. We also discover more about the technology and software helping businesses seamlessly and efficiently manage these changing demands.  We speak with Shane Mansfield, Marketing Director for Just Eat for Business, to hear more about the origins of food delivery technology, and the growing personalization features designed for increased consumer demand. Diego Masciaga, customer experience expert, author, and former-manager of the three Michelin-starred restaurant, The Waterside Inn, gives us an inside look at how restaurants are balancing identity and uniqueness in their branding and atmosphere to create memorable experiences for their customers. He also shares the changes he’s seen in consumer demographics throughout the history of his career in hospitality.  And lastly Team Lead for Account Management at Adyen, Nicole McQuaid, tells us how consumer behaviours and preferences around food delivery and food ordering are shifting alongside the industry’s adaptations and societal changes.  If you want to find out more about technology and behavioural trends, visit Adyen.com/en_GB/ for more. 

The food and beverage space has done a lot of evolving over the last decade. And after some unprecedented circumstances, it experienced some short but rapid stages of advancement, bringing us new technologies that are now commonplace. As time goes on, and stability is challenged once again with factors such as a cost of living crisis, the industry carries on its steady modernisation, making it fit for the consumers of the future. But what does this future look like? In our final episode of the season, we’ll be putting this question to our experts to find out what advances are around the corner for food and beverage businesses. Because as we’ve learned over the last few episodes, F&B brands don’t just sell food, they help build communities and, in extreme cases, provide a lifeline to customers. In this episode of Beyond Retail, we’ll hear from CEO and Co-Founder of Storekit, Christophe Delacroix, on how the relationships between brand and consumer will continue to grow. We’ll learn about changing customer values to discover what F&B businesses will need to prioritise in the future to keep their patrons happy, and we’ll find out about the role delivery will play in years to come. We’ll also speak with Director of Strategy and Development at Crown Creative, David Carofano, to discover how physical restaurants will continue to adapt as consumer needs around speed, safety and comfort continue to shift. David also explains how F&B brands are getting creative with the use of their spaces in an effort to combat the challenges arising from smaller locations and rising costs. And finally, we’ll hear from Global Head of Unified Commerce at Adyen, Brian Dammeir, who walks us through future trends to help us understand the needs businesses must to cater to. Plus, Brian will guide us through the role unified commerce will play and explore the further benefits it’ll have on businesses and consumers alike. If you want to find out more about technology and behavioural trends, visit Adyen.com/en_GB for more.