The consumer industry is a wide array of firms developing and offering physical products as well as services purchased by individuals and households. It covers the full spectrum of consumer sector activities, from retail and distribution, fast-moving consumer goods industry (FMCG) to hospitality and leisure services and experiences.  

Adapting to the Modern Consumer in Retail

The retail sector is undergoing a major transformation, driven by the rise of e-commerce, omnichannel strategies, and data-driven customer insights. Whether you're a traditional brick-and-mortar retailer or a digital-first brand, staying competitive requires agility, innovation, and a deep understanding of consumer behaviour. Consumer and retail businesses need to optimise operations, enhance supply chains, and deliver seamless shopping experiences across all touchpoints.

Elevating Customer Experience in Services and Hospitality

In the services and hospitality industry, delivering exceptional customer experience is key to differentiation and long-term success. From hotels and restaurants to entertainment and wellness providers, businesses must balance quality, personalization, and efficiency. Service-driven organisations need to design customer-centric strategies, streamline operations, and leverage data to create meaningful, lasting connections with their audiences.

Building Resilient, Sustainable Growth in Travel and Tourism

The travel and tourism sector continues to evolve in the face of global economic shifts, environmental concerns, and changing traveller preferences. As consumer expectations rise for personalised, sustainable, and tech-enabled travel experiences, businesses must rethink how they attract and retain customers. Travel companies and tourism boards need to develop future-ready strategies, improve digital capabilities, and create resilient business models in a competitive landscape.

Consumer goods industry challenges

Taking Charge of Change in Consumer

The Consumer industry has been stress-tested in ways no one could have imagined only a few years ago. Challenges around demand and changes in consumer behaviour to supply chain upheaval for organisations operating in this industry.

Managing and mitigating global risks, streamlining operations, executing intelligent tax strategies, and using technology effectively and securely are all part of the intricacies of running a successful consumer focussed company. Knowing your business - from big issues to small nuances - is where organisations can excel at delivering the very best services and products for customers.

Consumer industry consulting and strategy

Instilling Confidence in a World of Change

At RSM, we help clients overcome new challenges, embrace change and adapt to thrive. By working together, creating deep insights, combining world-class technology and real-world experience, we deliver understanding that’s unmatched, and confidence that builds. For a changing world. For the future. For all. 

Consumer industry trends

Smartphones and social media

Consumers can now shop 24/7 from anywhere, leading to exponential growth in the customer base. Mobile-optimised platforms, simplified checkout processes, and secure payment options have made online shopping accessible to a broader demographic, including younger generations and previously untapped markets. Social media has been a critical outlet for brands and retailers to advertise and sell their products in recent years. We have seen entire businesses built from the ground up through social media and influencer marketing, with a dedicated following and consumer base. There is also a growing industry of businesses providing ‘white-labelling’ of products and services within this industry allowing brands to quickly and easily start, produce and ship products faster than ever before. 

AI and machine learning

The introduction of artificial intelligence in the retail industry has radically changed the capabilities of the e-commerce landscape. By analysing vast datasets on consumer behaviour, preferences, and market trends, these technologies power business intelligence in the retail sector. Tangible benefits include personalised product recommendations, optimised inventory management, and predicted sales patterns. Additionally, AI-driven chatbots and virtual assistants enhance customer service, creating more efficient and satisfying shopping experiences. 

Travel sustainability and carbon-footprint

Sustainability is no longer a niche concern, becoming central to travel decisions with travellers choosing eco-certified accommodations, low-impact transport, and plant-based culinary experiences. Climate-conscious policies like green taxes and carbon offsetting are influencing destination choices too with this extending to considerations around who benefits from tourism with the rise in community-led tourism, where local economies and cultures benefit directly from visitors.

This trend is especially strong among younger and more socially conscious travellers who want their trips to reflect their environmental values. 

Digital and in-store experiences

The lines between digital and in-store experiences have blurred. The COVID-19 era accelerated the pace of digital retail solutions due to the need to shop remotely and efficiently use retail stores for distribution. Buy-Online-Pick-Up-In-Store (BOPIS) and Buy-Online-Return-In-Store (BORIS) have become popular models that illustrate the blurred lines of e-commerce. These services focus on consumer convenience, combining the advantages of online sales with the benefits of brick-and-mortar stores. As retailers continue to invest in digital strategies, they will focus on consumer convenience as a key initiative. 

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