5. http://www.tcs.com/resources/white_papers/Pages/Unified-‐View-‐Customer-‐Experience.aspx
Solidarity by Michele Pinna, Truck by Lemon, cart by James Wilson, Magnifying Glass by Lloyd Humphreys, Binoculars by Gregor Črešnar from the Noun Project
Newspaper
display
advertising
Web
portals
Blog
Webstore
Web
search
engines
Store
Comparis
on sites
Social
Media
Online
auctions
Webstore
Webstore
Store
Packstations
Call
Center
Traditinal
Customer
Lifecycle
Digital
Customer
Lifecycle
Awareness
Fulfilment
Purchase
Loyalty
Research
6. Traditional OmnichannelE-Commerce Mulitchannel
‣ Customers shop at
bricks and mortar
stores
‣ Customers shop
online via e-
commerce websites
‣ Customers shop via
multiple channels
‣ Customers engage
anywhere via
integrated, seamless
experiences
BusinessModel Evolution
6
The New Landscape
Customers expect omnichannel experiences
20. Point of
Interaction
Point of Return
Point of
Fulfillment
POI and POF mapping - Great Start
Omni Channel Supply Chain Strategy
Maximizing profitability requires intelligent, automated
decision-making based on real-time visibility into:
Inventory, orders and events, & constrain-based planning
21. Key Concepts: POIs, POFs and PORs
(1) Points of
Interaction (POIs):
Physical or digital
locations from which
orders can be placed.
(2) Points of
Fulfillment (POFs):
Locations from which
a customer order can
be shipped/ fulfilled.
(3) Points of Return
(PORs): Physical or
digital locations from
which a customer can
return all or part of an
order.
Points of Interaction
(POIs)
Points of Return
(PORs)
Points of Fulfillment
(POFs)
Source: SCDigest