Marek Cicmanec on the Future of E-Commerce

In the coming years, traditional stores will transform into showrooms, using advanced technologies to showcase and deliver products in new ways. Marek Cicmanec, Country Manager at Mall sk, shares his perspective on e-commerce development, customer behavior, and the future of retail.

Q: What is the current development of "e-shops" in Slovakia?

The Slovak e-commerce market is highly saturated, with thousands of e-shops. Still, Internet usage is among the highest in Europe, which creates opportunities. Specialized e-shops that offer personalization and a broader range in niche segments can provide strong added value to customers.

Q: Do e-shops “kill” traditional stores?

No – they make each other evolve. Online shopping in Slovakia already accounts for nearly a third of retail sales, but traditional stores remain essential.

Shopping is not only about consumption but also about emotion and trust.

Physical stores offer immediacy, advice, and habits, while online stores provide lower prices, time savings, and a wider assortment. Both channels will coexist.

Q: What role do marketplaces such as Amazon or Alibaba play?

Marketplaces are not competitors but platforms that accelerate growth. Established retailers cannot ignore online channels, and e-shops cannot rely only on their own brand.

The future is multichannel, with cooperation between physical stores, e-shops, and global platforms.

Q:  How does customer behavior differ across Central and Eastern Europe?

In Slovakia and the Czech Republic, markets are already mature, and customers demand high-quality services and flawless communication.

In Hungary and Poland, price sensitivity is dominant, but the growth potential is enormous. Everywhere, decisions are influenced by price, trust in the seller, brand credibility, and reviews.

Q: What is the future of retail?

Traditional shops will increasingly serve as showrooms. Customers will physically explore products, then place their orders online for delivery.

Advanced technologies will further transform this journey, from personalization to 3D printing and smart logistics.

Q: What are the top categories online?

Electronics lead the way, followed by clothing, books, tickets, perfumes, and rapidly growing segments such as home & garden, sports, groceries, and pet supplies.

Q: How can online stores improve customer experience?

Price alone is not enough. A successful e-shop must deliver fair pricing, wide product selection, stock availability, fast and reliable delivery, and high-quality customer service.

Trust, credibility, and service excellence will define the winners.

Thank you, Marek

About Mr. Cicmanec

Marek Cicmanec is Country Manager at Mall sk and a recognized expert in e-commerce and retail. He has played a key role in building one of the leading online stores in Central and Eastern Europe. Marek holds a Master’s degree in Economics from the University of Žilina.

This interview was part of the MENITY Leaders Talk series (2014–2016).

Interview with Mr. Cicmanec, conducted by Mr. Nemcok, Managing Partner at MENITY.

Photography © MENITY