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Oct 18, 2017

Theo Rose joins us and shares his thought that the rhetoric around the retail apocalypse is overblown. Rather than having a sense of doom and gloom he’s leaning in to this time of massive transformation. Recorded at OPEX Summit in San Diego, Theo notes that a question being asked was how did we get to where we are today? The response was a recognition that the industry has moved away from the centrifugal force of understanding what the customer wants and finding a way to deliver it to them. That fundamental truth dovetails with the fact that retailers have not delivered on delighting customers. And so ease of shop has become the definitive delightful customer experience. Which means that internal process needs to be rebuilt to ensure behavior is aligned to optimizing the customer experience.