Categories: consumer goods, retail & agribusiness

  • AI in customer service works – yet many companies fail at implementation

    Reality check on AI adoption: The share of companies using AI in customer service has dropped from 95 percent to 54 percent year-over-year AI delivers results in day-to-day service operations: Companies reduce response times and boost customer satisfaction by an average of 19 percent through the use of this technology The next step for AI is stalling: Data quality, system integration, and governa

  • New study: Brands are losing influence - AI and economic uncertainty are reshaping consumer behavior

    Consumers caught between confidence and crisis concerns: 69 percent rate their own health positively – while almost one in two view the economic situation in their own country negatively Brands are losing their appeal: Only 21 percent still cite brand reputation as a key reason for purchase – personal networks and peer recommendations are gaining relevance AI is influencing purchase decisions: 93

  • "Made in Germany" Under Pressure: Asian Consumers Are Becoming More Selective

    Study Download
    New Roland Berger study shows that more than USD 7 trillion in additional consumption potential is meeting increasingly selective consumers In China, local competitors are gaining qualitative acceptance Aggressive pricing and sustainability are losing relevance as purchase drivers
    Munich, April 2026: Asia remains by far the most important growth engine of global consumption

  • Global consumer behavior 2025: Greater optimism leads to higher spending and continued growth for online and new platforms

    Study Download
    Major regional differences: 85% of consumers in China are optimistic, while 52% in Germany feel pessimistic Customers value online channels for their price, convenience and product variety, while offline channels are better for advice and shopping experience Retailers and brands must optimize their online and offline offerings to stay competitive
    Mun

  • Majority of consumers buy from multi-brand channels, while direct-to-consumer retailers lose important consumer touchpoints

    Study Download
    Roland Berger surveyed over 1,800 consumers in the major markets of Germany, the United States and Japan about their shopping behavior 84% prefer to buy from offline and online multi-brand channels and 35% from direct-to-consumer channels; the path to purchase often leads through several channels Retailers should align their distribution strategy with their customers' expectatio

  • Study: Increasing expenses and strong regional differences will shape global consumer behavior in 2024

    Study Download
    52% of consumers surveyed expect their consumer spending to increase in 2024 – partly driven by high inflation Just under a third (32%) expect to increase their spending on healthy eating 45% plan to visit physical supermarkets more often
    Munich, February 2024: Consumer behavior for 2024 is more diverse than ever – their expectations and the way they spend money vary signif

  • Roland Berger study: Nearly half of consumers surveyed in Germany, the UK and France plan to do more of their shopping through quick commerce

    Study Download
    Q-commerce promises delivery within 30 minutes of placing an order online Market potential in grocery retail amounts to around 2% of the total market – equivalent to some EUR 13 billion in the period to 2030 Pharmaceuticals forecast to see the biggest growth opportunities
    Munich, December 2022: Consumer interest in the fast delivery of everyday goods through q-commerce serv

  • Urbanization and climate issues call for rethinking in the logistics sector

    Study Download
    E-commerce is already putting a strain on urban logistics, and is expected to grow 9 percent annually over the next few years Purpose-built vehicles would allow delivery fleets to reduce by 10 to 15 percent and thereby lessen their environmental impact Stronger collaboration between logistics players can optimize flow of goods as well as reduce costs and handling time
    Munich

  • Consumption patterns after coronavirus: consumers are prioritizing quality and sustainability

    Study Download
    Consumers increasingly expect quality (67%) and sustainability (51%) from brands and products Smaller, independent stores with an exclusive assortment are trending The focus is still on furniture, household items, and garden products
    Munich, October 2021: The pandemic has irreversibly changed consumer behavior. Consumers are mainly prioritizing brands that offer sustainable

  • Digital factory: Medium-sized companies do not yet pursue an integrated concept for Industry 4.0

    Around two thirds of digitalization projects are only in the planning phase Most applications have so far been standalone solutions and not part of an overarching digitalization strategy The vast majority of companies want to increase investments in digitalization by 2023, despite Covid-19
    Munich, March 2021: The fully digitalized factory is not yet a reality in German mid-sized manufacturin

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