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Insight

Transforming Consumer Connections: Industry-Specific Trends You Need to Know

Writer's picture: Mark HowellMark Howell

Smartwatch on wrist shows "Your taxi is on its way" with options "OK" and "Reschedule." Finger touches screen. Night setting, blue lights.

At Agency72, we’re dedicated to creating transformative experiences that connect brands with their audiences. The consumer experience landscape is rapidly evolving, driven by technology, shifting consumer expectations, and the need for memorable interactions. Here, we dive into the latest trends shaping consumer experiences across six key sectors: retail, exhibitions, events and pop-ups, digital, consumer engagement, and travel retail.


1. Retail in-Store Consumer Experiences


Personalisation at Scale: Retail is no longer one-size-fits-all. Consumers crave experiences tailored to their preferences. According to Accenture, 91% of shoppers are more likely to engage with brands offering personalised recommendations. AI-driven tools, dynamic digital displays, and tailored in-store interactions are key drivers of this shift.


Phygital Integration: The blending of physical and digital experiences is transforming retail spaces. AR try-ons, interactive touchscreens, and IoT-enabled smart shelves are becoming staples. Statista reports that 74% of shoppers want digital tools integrated into their in-store journeys.


Experiential Design: Shoppers are drawn to spaces that entertain, inspire, and inform. Retailers are investing in immersive elements such as live product demos, workshops, and pop-up activations within stores.



2. Exhibition


Immersive Storytelling: Exhibitions are evolving into narrative-driven experiences, using tech like projection mapping and VR to tell compelling brand stories. These elements transport attendees into the heart of a brand’s ethos, ensuring a lasting impact.


Sustainability in Design: As eco-consciousness grows, exhibitors are embracing sustainable booth materials, modular designs, and energy-efficient displays. This aligns with consumer expectations for environmentally responsible practices.



3. Events and Pop-Ups


Temporary Spaces, Lasting Impressions: Pop-ups are thriving as tools for brand engagement. These ephemeral spaces create exclusivity and urgency, attracting curious crowds. 78% of consumers report being more likely to explore brands through pop-ups, according to Eventbrite.


Data-Driven Experiences: Brands are leveraging real-time data to adapt pop-ups on the fly, ensuring relevance and maximising impact. Sensors, QR codes, and social listening tools provide valuable insights into visitor behaviour.



4. Digital Consumer Experiences


Hyper-Connectivity: Consumers expect seamless digital experiences. From e-commerce platforms to social media integrations, digital touchpoints are essential. Gartner predicts that 80% of customer interactions will take place online by 2025.


AI-Powered Personalisation: AI is transforming digital experiences, from chatbots delivering instant support to recommendation engines curating product suggestions. These tools make digital interactions feel personal and intuitive.



5. Consumer engagement


Story-Led Spaces: Retail theatre emphasises storytelling, transforming stores into stages where products and narratives come alive. This approach captivates customers and deepens brand connections.


Multi-Sensory Design: Retailers are creating environments that engage all five senses—think scented air, mood lighting, and curated soundscapes. These elements create memorable, immersive experiences.



6. Travel Retail


Convenience-Driven Tech: Travellers value speed and ease, leading to innovations like automated kiosks, mobile ordering, and digital wayfinding tools in airports and train stations.


Localised Offerings: Travel retail is embracing localisation, tailoring product assortments and store designs to reflect regional culture and preferences. This strategy resonates with travellers seeking authentic connections.



Why These Trends Matter


The consumer experience landscape is brimming with opportunities for brands to innovate and engage. These trends reflect evolving consumer expectations and the potential to create deeper, more meaningful interactions.


At Agency72, we understand the nuances of designing for diverse sectors. Our expertise in retail design, digital innovation, and experiential strategy positions us as the perfect partner for brands looking to stay ahead of the curve. Whether you’re reimagining your retail space, planning an exhibition, or exploring digital solutions, we’re here to help you connect with your audience in ways that matter.

Let’s create something extraordinary together.

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