Source is [@Benedict Evans]
Definition: Retail organisations that focussed on creating a delightful experience to their customers or have built up on their sales presence with value add services.
Example: Apple, Burberry
as opposed to L/retail as logistics
The opposing force of Z/contactless convenience, are human interactions or experiences. The pandemic showed vividly the distinction between L/retail as logistics and L/retail as experiences and services. While Z/contactless convenience is a race to scale & lower margins, experiences are doubling down on the human interactions and premium (often physical) experiences.