2020 reminded us all that nothing should be taken for granted and that adaptability is probably the most critical success element, personally and professionally. 2021 is expected to test further our commitment to change and our ability to transform our businesses to thrive under the new norm. The retail-operating model of the future will focus 100% on customer experience, while through channel-agnostic customer journeys; customers should enjoy personalized value propositions and operational excellence throughout the supply chain. While customer experience and operational excellence will constitute hygiene factors, they will drive brand value and support brand equity. Supported by the organization’s core values, it is predominantly brand equity that will lead to customer choice in the future.
Ioannis Vasilakos is Vice President and Chief Executive Officer of Dixons South East Europe – Kotsovolos
2020 reminded us all that nothing should be taken for granted and that adaptability is probably the most critical success element, personally and professionally. Supported by the organization’s core values, we will examine how brand equity will lead to customer choice in the future.
