How Big Red Group is Navigating a Tech-Driven Reset in the Retail Market

Australia’s retail sector is undergoing a strategic reset. Margins are under pressure, customer acquisition costs are climbing, and buyers are expecting faster, more personalised and frictionless journeys.

ADAPT’s data shows that 75% of chief digital officers and customer experience (CX) leaders cite broken omnichannel experiences as a major challenge. Additionally, 68% struggle with personalisation while 60% report that self-service experiences often fail to meet customer needs.

It’s a challenge not lost on Big Red Group’s president and Chief Growth Officer, John Boris, who says retailers globally are undergoing the most dramatic transformation in decades.

Boris, who has previously held leadership roles at companies such as FreshDirect, 1-800-Flowers, IfOnly, Lonely Planet, and Tripadvisor, notes rising consumer expectations around product availability and intense competition from global players.

“Consumer demands aren’t changing. Amazon changed the world of retail and consumer expectations…a week for delivery [dropped] to one day and now it’s three hours.…