Customer-centric retailing can be a tough horse to tame. Have you ever played roll-the-dice, that game where you literally roll dice and let fate decide what happens to you next? I have, on a trip to Canada and the USA when I was 25. I had made no plans about where to...

For those retailers who survive the upheavals of 2020, there will be a desire to build resilient operational processes that can withstand future shocks and these will be AI-driven.