2024年重塑企业运营研究报告：利用生成式AI驱动业务增长、增强竞争优势

Reinvention at Your Convenience

Key Trends Accelerating New Growth Opportunities for Fuels and Convenience Retail Industry

Introduction

• Refueling for Reinvention: The industry is undergoing a transformation where fuel retail stations are evolving into dynamic, multi-service hubs catering to diverse consumer needs.
• Global Survey Insights: A survey conducted in July through September 2024 involving 80+ clients, ecosystem partners, and industry experts identified four key trends reshaping the industry.

Trends Overview

1. Value Sources Are Evolving and Expanding

   • Current Value Sources: Fuel sales and convenience retail (tobacco, lottery, beverages, snacks) are major opportunities today.
   • Future Value Sources: A majority of respondents (57%) are uncertain whether these sources will remain the same in 10 years. Only 46% of executives believe future value sources will be different from today's.

2. Consumers Increasingly Value Personalized Experiences

   • Personalization: Consumers want personalized experiences, leading to a shift towards more agile and technologically advanced operations.
   • Technological Leverage: Using advanced technologies like AI and Gen AI can help businesses differentiate themselves and stay competitive.

3. Delivering on “Convenience” Means More—and More

   • Dynamic Hubs: Some fuel retail stations will transform into dynamic, multi-service hubs.
   • Hyper-Localization: Others will focus on hyper-localization, offering goods and services tailored to local communities.
   • Seamless Omnichannel Experience: A seamless omnichannel experience can enhance brand differentiation and customer satisfaction.

4. Operational Resilience Is Becoming a Competitive Advantage

   • Operational Resilience: As fuel sales decline, convenience stores need to diversify and find new revenue streams.
   • Agility: Agility and adaptability in operations are crucial to staying relevant.

Challenges and Priorities

• Top Challenges: Changing consumer behaviors and expectations, outdated technology, high operational costs, and regulatory pressures.
• Consumer Service and Experience: 65% of respondents believe that extraordinary consumer service and experience will give them a competitive advantage in the next five years.
• Priority Areas: Business leaders need to reimagine the role of convenience stores, expand offerings, and broaden partnerships to stay competitive.

Summary

The fuels and convenience retail industry is undergoing significant transformations driven by changing consumer behaviors, technological advancements, and evolving value sources. Businesses must reinvent themselves to stay relevant and competitive. Key trends include:

• Expanding Value Sources: Diversifying revenue streams beyond traditional fuel sales.
• Personalized Experiences: Offering tailored services and experiences to meet consumer needs.
• Dynamic Hubs: Transforming stations into multi-service hubs.
• Operational Resilience: Building agility and adaptability to navigate declining fuel sales.

Business leaders must prioritize these areas to succeed in the evolving landscape.