Starting in July, Amazon returns will be accepted at any Kohl’s location across the United States. For consumers who are wary of shopping online because of the inconvenience of returns, the partnership will add a simple and time-saving solution to their lives.

Are the days of customer service assistants numbered? How is one-click retail becoming even more convenient? Is the high street still dying a slow death? In this part of the 2019 Expert Outlook, we speak to three experts about how the shopping landscape is being shaped by tech and ‘experiences’.

Contrary to the common narrative that assumes young shoppers are migrating online and driving the so-called ‘Retail Apocolyspe,' research suggests Gen Zers actually prefer the experience of shopping in brick-and mortar stores over browsing on e-commerce platforms.

Accustomed to rapid service and easily accessible products, Gen Yers and Zers are causing the luxury industry to bend to their e-commerce expectations. What do they want out of a high-end shopping experience? And how are haute couture brands grabbing the attention of these digital natives?