Pick ‘n’ mix: Meeting the demands of the multi-channel shopper - How’s online shopping changing?

Multi-channel retail is not new - retailers have been investing in new channels such as online and mobile, new service options such as click & collect, and in delivering seamless cross-channel interactions.

However, it is now gaining scale, and the UK is leading the world in terms of both consumer behaviour and retailer expertise.  Puneeta Mongia, author of our report Pick ‘n’ Mix - meeting the demands of the multi-channel shopper, explains how online is changing the way we shop.