Coffee is a physical purchase that can’t be fulfilled digitally. There is always a physical connection during the purchase transaction. The future experience must extend to create a relationship with customers digitally that connects with the retail store. To do so, we need to meet customers' emotional needs through an immersive digital experience that keeps the brand front and centre of people’s consideration and provides reasons to visit our stores.

Our aim is to make Costa the brand destination of choice throughout the day so we can meet the rising competitive challenge of increasing share erosion from food led outlets by increasing frequency, spend per visit and cross pollination of beverage and food purchases.

We considered the wider macro trends that will impact peoples’ behaviours and needs, rather than simply improving existing interactions, so we can anticipate and shape future direction.

• Authentic artisan

• Informed choices

• Immediacy

• Changing occasions

• Localisation