Herbert Bolliger will step down as CEO of Migros at the end of 2017 after 12 years in the role. He’s experienced more than a few surprises in that time: "I’d never have expected Zalando to produce this kind of turnover – or to develop a profitable business as well."

According to him, the main challenge facing retail at the moment is digitalisation: "Today, we want everything, everywhere." Retailers need to gain experience and have the courage to launch new initiatives, says Bolliger in the video interview. "In the future, brick-and-mortar retailers won't be able to survive without offering digital products."

Ultimately, having the right people on the shop floor will become essential, as customers are now also very well-informed. Personalisation will be the watchword of the future: "It will become much more important to design offers that are truly tailored to the customer’s profile."

Herbert Bolliger will speak at the GDI Retail Summit on 7 and 8 September 2017 on the topic "Customer in Focus: Learnings for the Future".