Trend #1: The journey starts online, but is still largely won in-store
The furniture buying journey now begins, in the vast majority of cases, with a search engine query, according to the 2025 Digital Barometer from L'Ameublement français, as cited by Le Courrier du Meuble. Consequently, traditional retailers are accelerating their omnichannel efforts: online appointment booking for kitchen projects, 3D configuration accessible via websites, web-to-store reservations, and integrated financing solutions are becoming standard across kitchen specialists, large furniture retailers, and bedding specialists.
This shift does not eliminate the need for physical appointments; it changes their nature. Online customer reviews now directly influence conversion rates, especially for high-ticket items (kitchens, sofas, bedding). This means that a customer arrives for an appointment already informed and having compared options, expecting advice that matches their level of preparation.
What this means for a network in practice:
- A consultation appointment that captures the type of project (kitchen, living room, closet, bedding) already identified by the customer at the time of online booking;
- Continuity between the online 3D configurator and the showroom discussion, so the customer doesn't have to explain everything from scratch;
- An appointment designed as the continuation of an already initiated digital journey, not as its starting point.
Trend #2: Kitchens remain the sole resilient segment, driven by showroom project advice
While most furniture segments are in decline, fitted kitchens remain the only segment showing growth month after month: growth in June 2026, the only positive segment in April 2026, and the only segment staying afloat over the first five months of May 2026, according to IPEA market reports. Kitchen specialists consistently outperform the broader market.
This segment is structurally built on in-depth project consultation: measurements, configuration, material selection, and financing. A poorly prepared or misassigned appointment doesn't just cost a lost sale—it damages the performance of the only segment currently driving the entire market.
What this means for a network in practice:
- A kitchen project consultation appointment that captures the project's maturity (initial contact, quoted project, imminent decision) before the customer arrives;
- Automatic assignment of the right kitchen consultant based on their availability and actual workload;
- A journey that clearly distinguishes a project consultation appointment from a simple store visit.
Trend #3: Home delivery and assembly are becoming a competitive advantage
In the retail sector, brands are strengthening their home delivery and assembly solutions as a key differentiator. Ikea is testing new compact formats and store synergies (Decathlon corners) while developing a more aggressive omnichannel and service-oriented strategy; conversely, being "delivered and assembled" is already an explicit selling point for retailers like Conforama, which combine furniture and appliances in a single point of contact.
In a market where purchasing power remains constrained and every visit counts, the delivery-assembly appointment is no longer just a logistical formality: it is a full-fledged customer touchpoint capable of securing final satisfaction and generating repeat business.
What this means in concrete terms for a network:
- A delivery-assembly appointment qualified in advance (floor, access, furniture to be assembled or pre-assembled) to avoid poorly sized time slots;
- Automated reminders before delivery to reduce missed appointments and wasted truck time slots;
- A consolidated view, store by store, of the rate of deliveries and assemblies completed within the promised timeframes.
What this looks like in practice
A European leader in specialty retail, operating over 1,700 points of sale across a hybrid network of corporate and franchise stores, has digitized its in-store expert appointments: automatic assignment by skill and location, automated reminders, and consolidated management across more than 100 stores. The result: over 50,000 appointments booked annually, fully automated, with teams spending less time on the phone and more time with customers.
This isn't a furniture retailer, but a player in the nature, pet supply, and wellness sector. However, the principle is directly transferable: high-value advisory appointments across a multi-site network, where assigning the right specialist and sending reminders make the difference between a kept appointment and a project lost to a competitor.
In summary
Frequently asked questions
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