OMNI-CHANNEL TRANSFORMATION
PROPERTY, P&L, STORES, CUSTOMERS
Connecting the dots across physical and digital to maximise customer experience and optimise profit.
We have sponsored and led over 40 different types of omni-channel programmes and projects - below we've captured just a few. ​At their heart, all our omni-channel projects focus on customer and contribution - looking at the business holistically and ensuring both physical and digital channels are optimised to maximise customer experience and drive profitability.
This is often about blending store, online, mobile, and fulfilment channels into one seamless, insight-led, end-to-end harmonised customer journey. Equally, it might be about mapping of digital demand to build omni-channel profit and loss accounts, or rebuilding a catchment and property strategy, or , rebuilding commercial product strategies with omni-insights that target a broader customer base and localise what product goes where.
We now use our front-line experience to we help retailers unlock value by bridging silos and turning channel complexity into a competitive advantage.
Omni-Property Strategy: Protecting Digital by Reimagining Physical
We helped reframe property decisions around total business impact — not just bricks and mortar. By building a strategy grounded in real customer interaction across channels, we proved how store presence directly affects digital sales.
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The result? A high-impact, omni-property strategy that protected hundreds of millions in revenue, improved return on capital, and embeds estate planning as a growth driver.
Beyond the Gravity Model: Turning Location Strategy into a Commercial Engine
We helped redefine how location, format, and fulfilment decisions are made — using real customer behaviour, mission insight, and digital spillover to build a future-facing, data-led property strategy.
The result? Smarter closures, better openings, and millions protected across physical and digital.
Store of the Future: More than just a Mirage
Retailers have chased the ‘Store of the Future’ for years — but the concept often feels abstract or ever-shifting. We worked with businesses to turn ambition into something real, grounded in missions, behaviours, and commercial outcomes.
The result? Future-ready formats that increased footfall, boosted conversion, and enabled omni-channel execution — with a clear roadmap for scalable, sustainable change.
Omni-P&L: Seeing the Whole Picture
In a world where customer journeys span channels, many retailers measure single channel success. We help build attribution models that reveal the true commercial impact of omni-behaviour; gaining clarity on where value is created, and where costs really sit.
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The result? A decision-making model that reshaped everything from ranging and pricing to store investment — unlocking new value across blended customer journeys.
Omni-Customers & Proposition Development - Online/Offline Optimisation
We helped transform a retailer’s proposition by simplifying how it shows up for customers - online and offline. Using a structured framework that the customer journey together, end-to-end, we delivered great commercial return, sharper execution, fewer gaps, and more reasons to buy.
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The result? A more cohesive proposition that drove relevance, consistency, and conversion across formats — all while creating a toolkit for internal teams to scale what works.
