Consumer needs are increasingly polarizing, with both value and premium segments growing faster than the middle. To adapt, retailers need to rethink how they operate across channels and customer segments. Key actions include developing innovative store formats while redefining the role of physical locations alongside online growth, nurturing new customers in lower‑tier cities and business‑to‑business markets, and expanding products and services while closing capability gaps. Retailers should also look upstream for new value pools and build the skills needed to capture them. As online growth accelerates, partnerships between physical retailers and digital platforms are rising, and bringing customers back to stores has become a digital challenge, especially as footfall remains below pre‑Covi

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