With Customer Experience, being at the heart of E-Commerce, here are three tips and tricks on how to manage CX while talking about B.Tech's Omnichannel Journey

1. OMNICHANNEL CX
MANAGEMENT
Mohamed Khattab - Ecommerce Director @
B.TECH

2. Retail is Dead!!

3. Retail is Dead??

5. Pure
Online
Meet Me Halfway
Bricks &
Mortar
Omni-Channel
2010 – 8%
2014 – 35%
2016 – 45%
• Amazon acquired
Wholefoods in 2017 (470
stores)
• Alibbaba is building a brick &
mortar mall
Acquired Jet.com in
2016 to enhance
eCommerce positioning
2016 – 14%
0% Online Sales
100% Online Sales
2017 –
7.5%
Mega
Market Place
Aim to sell everything
Category
Pure Play
Focus on one category
10%
25%
45%

6. #1 Mistake
Multichannel
≠
Omnichannel
● Marketing
● Technology
● Supply Chain
● Organizational
Structure

7. 2016
● MVP Launch
● Digitized Mini Cash Experience
● Integrated Digital Marketing
2017
● Launched New Website
● Black Friday
● Same Day Delivery
2018
● Launched Mobile Apps
● Click & Collect
● Integrated CS
● Integrated Supply Chain &
Merchandising
B.TECH’s Omnichannel Journey

8. B.TECH’s Future CX

9. Thank You!
mohamed.khattab@btech.com
!