Robert Hetu

Robert Hetu

Robert Hetu is research director, retail, at Gartner

Retailers are aware of the significant opportunity to leverage vast amounts of customer data to drive in-depth customer analytics that enhance merchandising processes through AI. The goal is creating customer-centric assortments, across every touchpoint, optimally priced and available to consumers when and where they expect to browse, transact and acquire

Groceries, Amazon, Whole Foods Market

Retail can’t survive and thrive by ecommerce alone. Ecommerce is ceasing to be a stand-alone differentiator in retail success. Unified retail commerce meshes together the digital and physical worlds. Amazon generated US$141.92 billion in product sales in 2018, up 19.7 per cent  from US$118.57 billion in 2017, according to Internet

Recent visits to three different AMC movie theaters highlighted a clear success factor for building a great digital business strategy. Customers must be the primary beneficiaries of digital business strategies, certainly before the organisation attempts to reap substantive benefits. The single most important aspect of a digital business strategy must

Amazon announced that it is discontinuing Amazon Dash after four years. Reading a few articles on this today that seem to imply this is some kind of failure. But what was the purpose of Amazon Dash? When Amazon Dash launched, the intent was clear to me. In a blog from

The improving economy, low unemployment, tax cuts and lower gas prices finally proved that there is not a retail apocalypse. Pent up demand is driving a great start to the holiday shopping period. Sign up for Which-50’s Irregular Insights newsletter According to Adobe Analytics in on Thanksgiving Day, shoppers spend

Bob Hetu, Research Director with the Gartner Retail Industry Services team, visits Amazon 4-star, the company’s new physical retail store which sell products rated 4-stars and above on Much has been written about the merchandising, or lack thereof, in Amazon’s 4-Star stores, but my visit to its Spring Street

Pitt street mall, shopping, retail

Retailers, particularly those with stores, face a difficult challenge in supporting consistent pricing across all channels, since digital commerce pricing can be easily changed multiple times per week, day or hour. In contrast, changing in-store pricing of products during the sales day can cause considerable confusion and frustration for customers


The retail apocalypse is so overblown by the media and analysts that my head wants to explode. Lazy articles from CNBC and other news outlets clump together store closings from long-dying retailers like Sears and Kmart with those announced by Macy’s. Sign up for Which-50’s Irregular Insights newsletter I have

Business leaders are understandably overwhelmed by artificial intelligence due to its complexity and disruptive workplace implications. My latest research “Will People or Machines Rule Algorithmic Retailing?” explores the topic in a practical way, building framework for retail CIOs to enable active leadership in setting the course for this critical technology as part


Retailers must use AI to automate and deliver better decisions and make it possible for associates to be customer experience differentiators. Multichannel retailers are facing an existential crisis. Consumers’ buying behaviours and lifestyle choices are changing. Competitive pressures from disruptive pure-play ecommerce players are causing radical changes to antiquated business