Why CX, not convenience, will define retail success in 2026

Customer expectations. We’re constantly talking about them. However, it’s a nuanced discussion as evidence shows they’re fragmenting, accelerating and, in some cases, colliding. 

In the latest episode of the Retail Gazette’s Unpacked podcast, we sit down with an expert capable of putting these changes into perspective, Oscar Strachan, digital strategy consultant at Columbus Global. Together, we unpack what retailers must get right as they head into 2026 at speed.

From personalisation and privacy to fulfilment, marketplaces and the growing influence of Gen Z, the conversation focuses on what’s actually changing customer behaviour, and importantly, where retailers risk falling behind.

For retailers looking to understand what customer experience leadership really looks like heading into 2026, this is a conversation worth listening to.

Listen to the full episode above, and explore the full Retail Gazette × Columbus report via the link below.