Welcome to the 7th edition of the Oliver Wyman Retail & Consumer Journal. While it is a truism that change is the only constant in life, what has been astonishing over these past seven years is the magnitude and scale of the change.
A glance at the table of contents of past Journals makes clear just how big a transformation we have lived through. What is so striking are not the topics themselves – customer satisfaction, pricing, assortment, purchasing, costs, operations, logistics, and software. No, what is striking is the emergence of new realities, which have fundamentally changed the game – and in retrospect were not so easy to predict. We have chosen these new realities as the focus for this year’s Journal.
We wish you interesting reading!
