What we did
- Customer Experience Strategy
A (Global Manufacturer)
Future retail strategy consulting
Many changes in retail are expected on the back of changes in customers, technology and society. And so it is necessary to predict these future changes in retail by analyzing the surrounding environment of the retail industry. FRUM launched a project with the goal of presenting the future customer experience concept of retail business by analyzing trends in factors affecting the retail environment 10 years from now and extrapolating customer needs and insights centered around the customer journey. We analyzed macro trends such as social, technological and economic trends, and micro trends such as consumer, retail, and industry trends, using desk research, and via visit surveys carried out at MIT Media Lab, Samsung Electronics and Razorfish, we were able to derive insights into technology and device trends such as future displays. In addition to this, we researched pain points and future direction from current retail experiences through the ethnography of customers both in Korea and overseas, in countries such as the United States and the United Kingdom. In this way, we were able to define the major future retail format that combines future technology and creativity, and designed a response plan to present a new future in 10 years’ time. These design plans set an indicator for the client’s retail business strategy.
Project Inquiries
Companies in all business sectors are constantly facing challenges. We define the nature of these challenges, then come up with the most innovative solutions through creative thinking. Give it a go.
Recruitment Information
We are looking for creative thinkers across the board. Are you able to come up with creative ideas and solutions for everything you do? If your answer is yes, we urge you to apply.