Suzy Ross
Suzy Ross is director for strategic customer partnerships at Google CloudÂ
OpinionâRetail has an opportunity to take customer relationships to a whole new levelâ
With a changing privacy landscape, understanding and connecting with customers in a meaningful, relevant and timely way will depend on retailers having a strong first-party data strategy, and building capability to leverage AI and machine learning to activate that data at scale.
OpinionâCollecting the data is only half the battleâ
Over the past 18 months, everyoneâs lives have become increasingly and pervasively governed by Covid-19 data.
OpinionâConsumers now expect retail entirely on their termsâ
As consumersâ habits, preferences and behaviour change radically and rapidly, most retailers understand that they are facing a revolution. But itâs far from the first.
OpinionSuzy Ross: 'Retail is moving from customer data to customer intelligence'
It is nearly one year since life as we know it was suspended. Almost overnight humans seemed to disappear from the physical world.
OpinionSuzy Ross: âWhy the market is more forgiving of Farfetchâs losses than those of M&Sâ
Just a few months before Marks & Spencer reported its first loss as a public company, Farfetch disclosed a quarterly loss of a much greater magnitude than M&Sâ ÂŁ88m.
OpinionâUK fashion retailâs choice â lie down and accept decline or come back fightingâ
Little more than 20 years ago, Marks & Spencer made headlines when profits hit ÂŁ1bn. Eighty per cent of its ÂŁ6.7bn turnover came from the clothing business. Only just over a decade ago, Topshop was poised to conquer America â the opening of a flagship store in Soho in New York had queues around the block and Philip Green was feted in every fashion publication.
OpinionOpinion: Retailers must take back control of their digital marketing destiny
The Javits Center in New York City is currently being used as a 2,500-bed field hospital run by the National Guard.
OpinionOpinion: Far from terminal decline, the physical store is entering a new age
Despite countless headlines to the contrary, the physical store is far from dead. In fact, in many places, itâs thriving.
OpinionOpinion: New retail growth requires an old-school ethos
One hundred years ago â prior to the industrialisation of retail â every retailer was by definition what I call a âcustomer-keeperâ.
OpinionRetailers must abandon one-size-fits-all discounting
Barely 10 years ago, consumers were delighted with twice-yearly, end-of-season Sales. Fast-forward to today and there seems to be a never-ending cycle of price reductions â ever-earlier seasonal Sales, continuous âpromosâ, discounting disguised as loyalty programmes, Black Friday, Cyber Monday⌠the list goes on.
OpinionOpinion: From lacklustre loyalty to mesmerising membership
Loyalty programmes have had a bad press of late. More and more customers have come to see them as uneven exchanges of information.
OpinionOpinion: We must become a nation of 'customer-keepers'
Thereâs no doubt that retailers across the UK are navigating very stormy waters. The ability to shop anytime, anywhere, anyhow has changed consumer behaviour more profoundly and rapidly than ever before.