You are invited to view a complimentary webinar featuring retail industry experts from Retail Systems Research (RSR) and SPS Commerce. Based on their latest research, including the 2014 Retail Insights industry benchmark report, you’ll learn what strategies your peers are deploying to improve omni-channel performance in 2014.
The webinar provides insights on:
• The state of the retail market—how many retailers have or will adopt the omni-channel? What steps are they taking?
• Which external and internal forces will impact retail the most in the upcoming years?
• Which technology and business areas are retailers, vendors and logistics firms making significant investments in 2014?
Performics & Kohl's talk about the journey that agencies and retailers are taking to omni-channel performance marketing success to align with shopper needs.
This presentation provides a comprehensive overview of the current retail industry. It begins with a look into the four primary types of retailers: department stores, specialty retailers, big box retailers and discount retailers. From there, the deck explores the topic of overall channel expansion, which leads into a discussion on two omni-channel trends for 2013. The presentation wraps up with a discussion on technology companies that are partnering with retailers and a summary of opportunities for retail companies.
What's next after omnichannel? A customer centric approach to retail. Mark Th...StrongPoint
Retailers around the world have faced more change in the last 5 years than in the previous 25, mainly due to a shift in power from the retailer to the consumer. Most of this is as a result of consumer technology allowing shoppers to access information about products and to buy on line from a far wider choice of retailers. In itself, this technology has also undergone change, from desktop PCs to mobiles. So, is it all about managing channels to create an Omnichannel offering, or are retailers now facing a new reality where retail needs a re-design. In this session, we explore what some retailers are doing to create a single approach to the customer across all channels and platforms.
Performics & Kohl's talk about the journey that agencies and retailers are taking to omni-channel performance marketing success to align with shopper needs.
This presentation provides a comprehensive overview of the current retail industry. It begins with a look into the four primary types of retailers: department stores, specialty retailers, big box retailers and discount retailers. From there, the deck explores the topic of overall channel expansion, which leads into a discussion on two omni-channel trends for 2013. The presentation wraps up with a discussion on technology companies that are partnering with retailers and a summary of opportunities for retail companies.
What's next after omnichannel? A customer centric approach to retail. Mark Th...StrongPoint
Retailers around the world have faced more change in the last 5 years than in the previous 25, mainly due to a shift in power from the retailer to the consumer. Most of this is as a result of consumer technology allowing shoppers to access information about products and to buy on line from a far wider choice of retailers. In itself, this technology has also undergone change, from desktop PCs to mobiles. So, is it all about managing channels to create an Omnichannel offering, or are retailers now facing a new reality where retail needs a re-design. In this session, we explore what some retailers are doing to create a single approach to the customer across all channels and platforms.
eMarketer Webinar: Omnichannel Retail—Seven Trends in 2015eMarketer
Consumers have shattered the barriers between physical and digital shopping, but both ecommerce giants and traditional retailers are struggling to respond with true omnichannel experiences. Topics in this webinar include: Are shoppers losing interest in physical shopping? How are consumers using their phones to shop? What are retailers doing with personalization to help attract shoppers? How will location-based services like beacons change the retail world this year?
Omni-channel in Retail. Lessons for the automotive industryIgnitionOne
Gino Van Ossel, Professor Retail & Consumer Goods Center Vlerick Business School, presentation in omni-channel retail from the IgnitionOne European Automotive Summit, June 2014
Enhancing the Retail Omnichannel Customer ExperienceSPS Commerce
Our recent webinar slides, featuring Todd Kozan, ebusiness and channel strategy consultant with Forrester, and Pete Zaballos, vice president of marketing at SPS Commerce, on Enhancing the Retail Omnichannel Customer Experience, reported on findings from Forrester’s study of consumers and retailers about omnichannel.
A blueprint/ template for your omni-channel roadmap
An omni-channel world, where the customer simultaneously interacts and moves between physical and digital channels, requires a dramatic shift in how we think about and approach retail. Needless to say that every organization needs to become an omni-channel organization. How? A blueprint on how to move to a fully integrated, customer-oriented experience that meets the omni-channel customers expectations.
At every touchpoint, physical or digital, your customer is forming a single opinion on the value of their experience. As customers don't live in channels, global retailers have started moving beyond Omni-Channel strategies that, in many cases, focused on the channels as an end point rather than providing a true seamless experience.
During his Australian Retail Tour, Josh Sigel (former CIO of Natural Markets Food Group) shared how he created ‘Multiplex Retailing’ to improve customer value and sales by revolutionising the way customers buy groceries and cooked meals.
Key Takeaways:
-Point of Sale is going away and will become a value added Point of Experience
-Channel based solutions will be integrated to create Multiplex brand experiences
-Embrace Innovation or Face Elimination – Innovation within retail will not be a choice, it will be a necessity in order to survive
The pace of commerce is ever accelerating. How can companies anticipate trends, stay ahead of the competition, and exceed customer expectations? Watch the demo at http://ibm.co/1VLM75j
5 KEY RETAIL TRENDS TO WATCH IN 2018 : Retail Tech Trends report (Digital Retail & Marketing) by Colombus Consulting Shift.
Located in France and Switzerland, Colombus Consulting Shift proposes a unique offering, specialized in innovation, marketing and data, in order to support its clients in their transformation projects, from strategy to execution.
Retailers need to understand how to target customers in the right way and customers need retailers to understand them and offer them something at value all the time. OmniChannel retailing is the ultimate solution for retailer to connect with their customers and provide them with outstanding customized experience.
Join our Social Learning Network:
http://www.openthinking.ae
Ubiquitous Computing and the In-Store Shopping ExperienceRosetta Marketing
Jonathan Morgan, Experience Director at Rosetta, unpacks "Ubiquitous Computing and the In-Store Shopping Experience" in his presentation to UXPA Cleveland.
Digital Strategy For Retail: Omnichannel (The Hive Think Tank)iVentures Consulting
DIGITAL STRATEGY FOR RETAIL: OMNICHANNEL
The Hive Think Tank on May 7th, 2014 at General Assembly in San Francisco with Christophe Biget (iVentures Consulting, co-CEO), Tyler Kohn (RichRelevance, CTO), Kerem Tomak (Macy's, VP, Marketing Analytics and CRM) and Greg Tanaka (Bay Sensors, CEO)
More information about eShopper Index:
- Overall ranking: http://www.slideshare.net/aureliaa/2014-eshopper-index-overall-ranking
- Presentation & subscription: http://www.iventures-consulting.com/eshopper-index
Omnichannel is one of the most abused buzzwords in retail. But, in a world of digitally connected consumers, developing and implementing a solid omnichannel strategy is critical to the long-term success of a retail business.
During this webinar featuring Sucharita Mulpuru-Kodali, one of Forrester’s most distinguished analysts, we’ll review the most fundamental considerations of an omnichannel strategy, including:
- Setting realistic goals and expectations for your organization
- Building out a step-by-step plan with manageable phases
- Deploying best practices while managing to a budget
- Leveraging core order management functionality to pull the strategy together
You’ll walk away with valuable insight and practical information that will guide your omnichannel goals and investments.
PSFK Future of Retail 2015 Report - Summary PresentationPSFK
Get your copy of The Future of Retail 2015: www.psfk.com/report/future-of-retail-2015
In the fifth volume of the Future of Retail report the PSFK Labs team explores the dynamic social, technological, and physical forces influencing consumer behavior and driving next-generation shopping experiences. With a refocus on the importance of the physical store, our analysis below includes 10 in-store strategies supported by over a dozen key trends that retailers can use to immediately begin redefining their retail experience.
The report looks at how, in order to stand out from the competition, retailers and brands must make the best use of their customers’ time and attention by designing multichannel experiences that strike a perfect balance between efficiency and enjoyment, relevance and surprise.
Featured within the 110 page report, readers can find:
- 10 strategies to redefine the store
- Over a dozen global trends changing retail
- 20 future store concepts
- Perspectives from leading shopper experts across the globe
If you are interested in seeing a presentation of this report or would like to understand how PSFK can help your team ideate new possibilities for your brand, contact us at sales@psfk.com
Vol. 5 | Published November 2014
All rights reserved. No parts of this publication may be reproduced without the written permission of PSFK Labs.
Omni-Channel Retailing: The Future Trend in Fashion and Luxury Industry - Par...Fashionbi
This publication offers you insights into:
-The most important findings from various surveys that were recently conducted on the changing behauviors of consumer
-Best Omni-Channel marketing practices of more than 60 famous brands and retailers.
-More than 25 successful future retail trends and opportunities in Fashion
25 Digital Transformation Case Studies In RetailHappy Marketer
Digital is transforming the retail experience online & offline; here are 25 global case studies to highlight 10 trends that are creating techtonic shifts in a 24 Trillion Dollar industry!
Digital tools are moving offline thanks to mobile devices, creating a generation of connected consumers in a hyperlinked world. People are using their phones to keep shopping lists, get information, solicit opinions and much more—all while cruising the aisles of brick and mortar stores. In this new reality, bits and bricks are no longer separate and "online" is everywhere.
As today’s consumer-driven technology continues to evolve, the at-retail environment is in the best position to utilize these new tools. Through mobile, retailers can engage shoppers on the spot, enhance their experiences and ultimately influence their decisions right at the point of purchase. Yet, many companies are overwhelmed with the rate of technology change and challenged to find ways to adopt technology into the right state.
At the POPAI Breakthrough Thinking Conference "Marketing at Retail Technology and Shopper Behavior: Reaching Retail Consumers with New Strategies" last Thursday (http://popai.com/tech), Allison Mooney and Caleb Kramer of MobileBehavior, a Tribal DDB Company, shared the latest insights on how consumers are using mobile devices while shopping and how marketers can embrace these behaviors to enhance the in-store experience. See their presentation here.
Converging the customer experience across channels has never been more important. In fact, in a recent Retail Systems Research (RSR) study, more retailers report that they operate online/e-Commerce channels (92%) compared to traditional stores (89%). And, 100% of retailers surveyed consider “a single brand identity across channels” as important.
In order to move forward on the road toward a successful omnichannel experience, retailers need to take a step back and consider their current strategies, as well as hardware and software capabilities.
In this upcoming webinar, Nikki Baird from RSR will share insights from the June 2012 survey titled: Omni-Channel 2012: Cross-Channel Comes Of Age. Some of the topics she will cover include:
The new rules of cross-channel retail
The value of cross-channel shoppers
The Digital-Physical connection
The role of Marketing in the strategy mix
NCR will join the discussion by outlining the steps toward cross-channel success, illuminated through real-world case studies. Once merchants commit to a compelling and consistent cross-channel experience, they must follow through with superior data analysis and promotion optimization, facilitated with best-in-class point of sale (POS) solutions. With all the proper components in place, retailers will improve loyalty and profits by delighting customers, no matter which channel they choose.
The Global Challenge to Reinvent the Last Mile in Retail: Insights From Sains...National Retail Federation
Presentation from Retail’s BIG Show, January 15-17, 2017.
ANITA BALCHANDANI, Partner, OC&C Strategy Consultants
BERTRAND BODSON, Chief Digital and Marketing Officer, Sainsbury's Argos
Piers Fawkes and Scott Lachut of PSFK give an overview of their Future of Retail 2017 report as they share the emerging trends that are shaping the new digital shopper experience in a post-omnichannel retail environment. Explore the social, technological and physical forces influencing consumer behavior and driving next gen shopping experiences. And find inspiration from fresh strategies that will allow e-commerce platforms and brands to exist in a new retail paradigm. Presentation from Retail's Digital Summit 2016.
eMarketer Webinar: Omnichannel Retail—Seven Trends in 2015eMarketer
Consumers have shattered the barriers between physical and digital shopping, but both ecommerce giants and traditional retailers are struggling to respond with true omnichannel experiences. Topics in this webinar include: Are shoppers losing interest in physical shopping? How are consumers using their phones to shop? What are retailers doing with personalization to help attract shoppers? How will location-based services like beacons change the retail world this year?
Omni-channel in Retail. Lessons for the automotive industryIgnitionOne
Gino Van Ossel, Professor Retail & Consumer Goods Center Vlerick Business School, presentation in omni-channel retail from the IgnitionOne European Automotive Summit, June 2014
Enhancing the Retail Omnichannel Customer ExperienceSPS Commerce
Our recent webinar slides, featuring Todd Kozan, ebusiness and channel strategy consultant with Forrester, and Pete Zaballos, vice president of marketing at SPS Commerce, on Enhancing the Retail Omnichannel Customer Experience, reported on findings from Forrester’s study of consumers and retailers about omnichannel.
A blueprint/ template for your omni-channel roadmap
An omni-channel world, where the customer simultaneously interacts and moves between physical and digital channels, requires a dramatic shift in how we think about and approach retail. Needless to say that every organization needs to become an omni-channel organization. How? A blueprint on how to move to a fully integrated, customer-oriented experience that meets the omni-channel customers expectations.
At every touchpoint, physical or digital, your customer is forming a single opinion on the value of their experience. As customers don't live in channels, global retailers have started moving beyond Omni-Channel strategies that, in many cases, focused on the channels as an end point rather than providing a true seamless experience.
During his Australian Retail Tour, Josh Sigel (former CIO of Natural Markets Food Group) shared how he created ‘Multiplex Retailing’ to improve customer value and sales by revolutionising the way customers buy groceries and cooked meals.
Key Takeaways:
-Point of Sale is going away and will become a value added Point of Experience
-Channel based solutions will be integrated to create Multiplex brand experiences
-Embrace Innovation or Face Elimination – Innovation within retail will not be a choice, it will be a necessity in order to survive
The pace of commerce is ever accelerating. How can companies anticipate trends, stay ahead of the competition, and exceed customer expectations? Watch the demo at http://ibm.co/1VLM75j
5 KEY RETAIL TRENDS TO WATCH IN 2018 : Retail Tech Trends report (Digital Retail & Marketing) by Colombus Consulting Shift.
Located in France and Switzerland, Colombus Consulting Shift proposes a unique offering, specialized in innovation, marketing and data, in order to support its clients in their transformation projects, from strategy to execution.
Retailers need to understand how to target customers in the right way and customers need retailers to understand them and offer them something at value all the time. OmniChannel retailing is the ultimate solution for retailer to connect with their customers and provide them with outstanding customized experience.
Join our Social Learning Network:
http://www.openthinking.ae
Ubiquitous Computing and the In-Store Shopping ExperienceRosetta Marketing
Jonathan Morgan, Experience Director at Rosetta, unpacks "Ubiquitous Computing and the In-Store Shopping Experience" in his presentation to UXPA Cleveland.
Digital Strategy For Retail: Omnichannel (The Hive Think Tank)iVentures Consulting
DIGITAL STRATEGY FOR RETAIL: OMNICHANNEL
The Hive Think Tank on May 7th, 2014 at General Assembly in San Francisco with Christophe Biget (iVentures Consulting, co-CEO), Tyler Kohn (RichRelevance, CTO), Kerem Tomak (Macy's, VP, Marketing Analytics and CRM) and Greg Tanaka (Bay Sensors, CEO)
More information about eShopper Index:
- Overall ranking: http://www.slideshare.net/aureliaa/2014-eshopper-index-overall-ranking
- Presentation & subscription: http://www.iventures-consulting.com/eshopper-index
Omnichannel is one of the most abused buzzwords in retail. But, in a world of digitally connected consumers, developing and implementing a solid omnichannel strategy is critical to the long-term success of a retail business.
During this webinar featuring Sucharita Mulpuru-Kodali, one of Forrester’s most distinguished analysts, we’ll review the most fundamental considerations of an omnichannel strategy, including:
- Setting realistic goals and expectations for your organization
- Building out a step-by-step plan with manageable phases
- Deploying best practices while managing to a budget
- Leveraging core order management functionality to pull the strategy together
You’ll walk away with valuable insight and practical information that will guide your omnichannel goals and investments.
PSFK Future of Retail 2015 Report - Summary PresentationPSFK
Get your copy of The Future of Retail 2015: www.psfk.com/report/future-of-retail-2015
In the fifth volume of the Future of Retail report the PSFK Labs team explores the dynamic social, technological, and physical forces influencing consumer behavior and driving next-generation shopping experiences. With a refocus on the importance of the physical store, our analysis below includes 10 in-store strategies supported by over a dozen key trends that retailers can use to immediately begin redefining their retail experience.
The report looks at how, in order to stand out from the competition, retailers and brands must make the best use of their customers’ time and attention by designing multichannel experiences that strike a perfect balance between efficiency and enjoyment, relevance and surprise.
Featured within the 110 page report, readers can find:
- 10 strategies to redefine the store
- Over a dozen global trends changing retail
- 20 future store concepts
- Perspectives from leading shopper experts across the globe
If you are interested in seeing a presentation of this report or would like to understand how PSFK can help your team ideate new possibilities for your brand, contact us at sales@psfk.com
Vol. 5 | Published November 2014
All rights reserved. No parts of this publication may be reproduced without the written permission of PSFK Labs.
Omni-Channel Retailing: The Future Trend in Fashion and Luxury Industry - Par...Fashionbi
This publication offers you insights into:
-The most important findings from various surveys that were recently conducted on the changing behauviors of consumer
-Best Omni-Channel marketing practices of more than 60 famous brands and retailers.
-More than 25 successful future retail trends and opportunities in Fashion
25 Digital Transformation Case Studies In RetailHappy Marketer
Digital is transforming the retail experience online & offline; here are 25 global case studies to highlight 10 trends that are creating techtonic shifts in a 24 Trillion Dollar industry!
Digital tools are moving offline thanks to mobile devices, creating a generation of connected consumers in a hyperlinked world. People are using their phones to keep shopping lists, get information, solicit opinions and much more—all while cruising the aisles of brick and mortar stores. In this new reality, bits and bricks are no longer separate and "online" is everywhere.
As today’s consumer-driven technology continues to evolve, the at-retail environment is in the best position to utilize these new tools. Through mobile, retailers can engage shoppers on the spot, enhance their experiences and ultimately influence their decisions right at the point of purchase. Yet, many companies are overwhelmed with the rate of technology change and challenged to find ways to adopt technology into the right state.
At the POPAI Breakthrough Thinking Conference "Marketing at Retail Technology and Shopper Behavior: Reaching Retail Consumers with New Strategies" last Thursday (http://popai.com/tech), Allison Mooney and Caleb Kramer of MobileBehavior, a Tribal DDB Company, shared the latest insights on how consumers are using mobile devices while shopping and how marketers can embrace these behaviors to enhance the in-store experience. See their presentation here.
Converging the customer experience across channels has never been more important. In fact, in a recent Retail Systems Research (RSR) study, more retailers report that they operate online/e-Commerce channels (92%) compared to traditional stores (89%). And, 100% of retailers surveyed consider “a single brand identity across channels” as important.
In order to move forward on the road toward a successful omnichannel experience, retailers need to take a step back and consider their current strategies, as well as hardware and software capabilities.
In this upcoming webinar, Nikki Baird from RSR will share insights from the June 2012 survey titled: Omni-Channel 2012: Cross-Channel Comes Of Age. Some of the topics she will cover include:
The new rules of cross-channel retail
The value of cross-channel shoppers
The Digital-Physical connection
The role of Marketing in the strategy mix
NCR will join the discussion by outlining the steps toward cross-channel success, illuminated through real-world case studies. Once merchants commit to a compelling and consistent cross-channel experience, they must follow through with superior data analysis and promotion optimization, facilitated with best-in-class point of sale (POS) solutions. With all the proper components in place, retailers will improve loyalty and profits by delighting customers, no matter which channel they choose.
The Global Challenge to Reinvent the Last Mile in Retail: Insights From Sains...National Retail Federation
Presentation from Retail’s BIG Show, January 15-17, 2017.
ANITA BALCHANDANI, Partner, OC&C Strategy Consultants
BERTRAND BODSON, Chief Digital and Marketing Officer, Sainsbury's Argos
Piers Fawkes and Scott Lachut of PSFK give an overview of their Future of Retail 2017 report as they share the emerging trends that are shaping the new digital shopper experience in a post-omnichannel retail environment. Explore the social, technological and physical forces influencing consumer behavior and driving next gen shopping experiences. And find inspiration from fresh strategies that will allow e-commerce platforms and brands to exist in a new retail paradigm. Presentation from Retail's Digital Summit 2016.
In this webinar we are looking at omni-channel banking experiences. Today's consumer has several channels they can use to interact with their bank, and they want to use all of them. Financial institutions can, and should, communicate with their customers across all channels, not just one or two. A single platform with a rich customer experience layer makes it possible to create omni-channel strategies that use all channels and meet the needs of the 'connected consumer'. Real omni-channel banking is about more than a brand being available on a variety of touchpoints, it is about creating a multi-faceted, unified customer experience.
Backbase's CEO and co-founder, Jouk Pleiter along with Global Head of Marketing, Jelmer de Jong, will discuss the latest strategies and best practices to help your bank successfully deliver a truly omni-channel banking experience.
Topics include:
- Best practices for creating an omni-channel Bank experience
- Strengthening the brand by combining offline and online
- The future of distribution: The hybrid approach
- Next steps - How to continuously improve your omni-channel experience
Creating truly personal omni-channel customer experiences by Brian Solis and ...Brian Solis
An exclusive ebook written by Brian Solis for SmartFocus. Customers are more connected and more informed than ever. Digital marketers now need an entirely fresh perspective to succeed in a world where customers and prospects experience their brand in multiple ways – online ads, websites, blogs, email, social and more. In retail, the customer journey might also include a visit to a real world store. This eBook, with exclusive video insights from Brian Solis, will explain how to build those journeys and develop an omni-channel marketing strategy by covering topics such as:
What is omni-channel marketing and why is it important?
How to be human and stay tech savvy and the importance of social media
How email marketing is more important than ever
What is the impact of a brand's marketing initiatives on its ROI? Can a brand's social media index be compared to it's stock index? Do social media KPIs matter in forecasting the possible growth or decline of a brand's financial position in the market?
Sounds interesting, doesn't it? With this new marketing research, Fashionbi has dug deeper to compare the digital behaviour of a brand to its stock market value. A comparison trend has been observed and brought forward through this study. Read on to discover further about:
- The reasons behind Adidas's growth to become the largest sportswear manufacturer in Europe
- How Nike's well-targeted and consistent communication strategy results in its positive revenue growth pattern
- Why Under Armour's focus on innovation and performance wear for athletes resulted in its strong performance
- What impact do special events/happenings like the World Cup or consumer spendings have on a brand's positioning
- How brands are actively using social media to improve reputation and eventually have positive impact on sales
- Can a trend be forecasted for the brand's share in the stock market, merely by looking at its social media performances
Webinar: How to Increase Omni-Channel Adoption With AssociatesAxonify
This webinar was recorded on February 24th at 11am ET. To get the full recording visit: http://know.axonify.com/omni-channel-webinar-2015
Axonify CEO Carol Leaman dives into the topic of omni-channel learning. She discusses how Toys R Us Canada has taken an innovative approach to omni-channel training, and the success they’ve had since doing so.
Change, innovate, explore and adjust. These will become the hallmarks of financial institutions that survive and thrive in today’s consumer-driven market. Digital Insight explored importance of an omni-channel offering in today's marketplace, why more engagement across all channels is critical, and how to get started on developing your own omni-channel strategy.
24Seven Channel is a cloud-based platform that integrates various Point-of-Sale systems with multiple eCommerce shopping carts and online marketplaces. The integration AUTOMATES the process of inventory uploading and web orders downloading. Retailers can manage in-store and online operations as one unified operation. The Channel seamlessly accommodates with any POS hardware and eCommerce platform.
Advantages:
• Automatically upload product catalog information from Point-of-Sale system (POS) to your web store.
• Automatically update latest pricing & inventory information from POS to the web store.
• Automatically update POS inventory to online marketplaces including – eBay.com, Amazon.com, Fancy.com, Smartetailing.com, Farfetch.com, Jet.com, etc.
• Automatically downloads web store orders in POS for fulfillment.
• Eliminate duplicate and manual data entry on your website.
• Connect multiple retail outlets (using POS) with your web store
• Avoids over-selling of limited stock products.
• The most affordable Omni-Channel solution available
Learn How to Create a Seamless Omni-Channel Retail ExperiencePerficient, Inc.
The smarter consumer is redefining the shopping experience. Are you prepared?
A personalized shopping experience includes the ability to deliver a seamless omni-channel experience where the consumer can interact with your brand via any combination of channels. It ensures that all back-end systems are integrated and able to share information about the customer’s brand interactions regardless of the channels involved.
Join us as Perficient’s industry experts share how they work with large retailers to deliver an end-to-end solution that streamlines operations and increases capabilities utilizing IBM’s Sterling Order Management software. We'll look at real customer implementation stories and hold an interactive Q&A to show how your organization can achieve a seamless omni-channel experience.
What’s the outlook for retail in 2015? What can you do to meet rapidly changing consumer expectations? What are your peers doing? Find out in the slides from our live webinar, hosted by Paula Rosenblum, managing partner of Retail Systems Research (RSR), and Pete Zaballos, vice president of product and marketing at SPS Commerce.
Coming Full-Circle: The Store As The Center Of The Omnichannel Shopping JourneyG3 Communications
A brand can travel with a shopper wherever she roams, from the couch to the car and into the mall. But it is the store that remains the most important part of her shopping journey. Today's smart retailers are embracing that journey by re-imaging their stores as a physical expression of their brand and the center of the omnichannel shopping journey by providing solutions and services that delight shoppers from the minute they enter the store through checkout and beyond.
This optimum experience can be facilitated through key strategies and solutions, around assisted selling in the store, omnichannel fulfillment and social monitoring following the transaction, encouraging the customer to visit the store more and more.
The experience may look something like this: Karen sees a special online and sets up an appointment to go to the store. At the store she is greeted by her personal shopper, who shows Karen the blouse she has chosen, but also presents accessories and shoes. Karen is delighted with the personalized service and easy shopping experience. The purchase, including upsell, is completed on the spot with mobile point of sales capabilities. But that's not the end of the story. After the sale, Karen receives special offers from the store, for herself and friends. They all return for more shopping…and live happily ever after.
The Convergence of Content and Commerce in a Complex WorldMozu
Join RSR's Managing Partner, Paula Rosenblum, and Volusion, Inc.'s Chief Technology Officer, Jason Wallis, as they discuss the challenges and opportunities behind a creating a consistent digital content experience.
Watch the webinar replay here: http://info.mozu.com/content-commerce-omni-channel-webinar.html
Supply Chain Metrics That Matter: A Focus on RetailLora Cecere
■Survey Details: The basis of this report is publically available information from corporate annual reports from the period of 2000-2012. In this report, we use this data to understand the past trends and future projections of retail industry supply chains. To drive insights, we augment this financial data with information that we have obtained through interactions with retail clients and recent insights from our quantitative research studies.
■Objective: To use financial balance sheet data coupled with recent research to better understand the state of retail supply chains.
■Hypothesis: With the shifts in the channel, the role of the store has changed, and there is a need to redefine value in the value chain.
Leading Trends in Retail Innovation by Brian SolisBrian Solis
Leading digital analyst, anthropologist and keynote speaker Brian Solis shares insights from his research into the most progressive retailers changing the innovation game.
Work with Brian on research, advisory/strategy or have him speak at your event or with your executives. brian@briansolis.com - www.briansolis.com
To understand the state of retail innovation, Brian interviewed 12 top retail executives at some of the industry’s most-recognized brands. He set out to learn how leading retailers are responding to digital disruptions — and staying ahead of them. We also aimed to uncover the challenges they face and the strategies that are making an impact.
His interviews and third-party research showed that retailers engage in these five strategies:
Constantly map the customer journey to create smooth cross-channel customer experiences.
Engage in deep consumer research.
Prioritize innovations that target the connected consumer.
Invest in formal innovation programs.
Cultivate the necessary digital skills across the organization.
The insights from some of the most successful retailers can offer guidance on how to stave off disruption and keep pace with an evolving retail landscape.
To understand the state of retail innovation, we interviewed 12 top retail executives at some of the industry’s most-recognized brands. We set out to learn how leading retailers are responding to digital disruptions — and staying ahead of them. We also aimed to uncover the challenges they face and the strategies that are making an impact.
Our interviews and third-party research showed that retailers engage in these five strategies:
Constantly map the customer journey to create smooth cross-channel customer experiences.
Engage in deep consumer research.
Prioritize innovations that target the connected consumer.
Invest in formal innovation programs.
Cultivate the necessary digital skills across the organization.
The insights from some of the most successful retailers can offer guidance on how to stave off disruption and keep pace with an evolving retail landscape.
Strategic Inventory Management in an Omnichannel EnvironmentManik Aryapadi
In 2016, e-commerce sales accounted for roughly 8% of total retail sales, growing from a measly 0.6% in 1999. It is estimated that by 2020, U.S. e-commerce sales will approach $500 billion dollars, growing at a 5-year
compound annual growth rate (CAGR) of 10%. Given the lower barriers to entry and execution in e-commerce, a number of
industries are being disrupted and reinvented as a result. As retailers and consumer goods companies grapple with these
changes, they are shifting their focus to growing their digital offerings, while balancing the deployment of inventory across all
their channels—wholesale, owned brick-and-mortar retail, and e-commerce. Here we will discuss how to successfully deploy
inventory in an omnichannel environment to maximize profit and improve customer service.
Retail Site Selection in a World of Digital TransformationPrecisely
The need for intelligent data-driven decisions on site selection has just received a turbo-charge, and the risk profile of making the wrong decision is now increased. Discover the fundamental data, analytical methods and insights needed to locate high-performing sites regardless of the retail industry segment. To optimize doesn’t always mean to grow; it can also mean identifying where to reduce physical investment and drive channel shift strategies. Learn how to make such data-driven retail decisions in the current, complex environment.
Location Infused Insights for Effective Customer RelationshipsIBM
"You are what you like" is a key pattern that provides powerful insights with the help of customer analytics. Using these insights to establish and grow profitable customer relationships can be exponentially higher when using the power of physical location data along with digital and transactional sources. Enticing customers to share their location is only the start for such a marketing initiative. Powerful analytics on data from outside and inside the store activity along with other digital and transactional information, can allow for much richer and actionable marketing campaigns which can be delivered interactively or through traditional marketing efforts. Learn how leading retailers across the globe are quickly discovering the power of location data and are refining their marketing strategy based on such insights in order to drive business growth.
Leading media outlet RETHINK Retail interviewed top retail executives and industry thought leaders to share what’s top of mind in today’s current retail climate.
See the full article on RETHINK Retail's website: https://bit.ly/3eMRz6d
You’ll hear from:
Ken Wincko, VP of Marketing at Barnes & Noble College
Carrie Tharp, VP of Retail and Consumer at Google Cloud
Erik Saltvold, Founder of ERIK’S Bike Shop
Oscar Sachs, CEO of Salesfloor
Sucharita Kodali, VP and Principal Analyst at Forrester
Courtney Hawkins, Former VP of Stores at Old Navy
Kate Giovambattista, Founder of Beyond Main
Marie Driscoll, Managing Director of Luxury & Fashion at Coresight Research
Vinod Bidarkoppa, SVP of Technology at Sam’s Club
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2. LEARN THE LATEST ON
OMNI-CHANNEL RETAIL
• The rise of the digital consumer
• The fundamentals of omni-channel
• Retail’s reset moment
• Findings from the Retail Insight industry benchmark survey
• Q&A
3. PRESENTED BY OMNI-CHANNEL
EXPERTS
Paula Rosenblum, Managing Partner,
Retail Systems Research
Paula is widely recognized as one of the top analysts in the retail industry. She formerly
served as Vice President of Research & Content at Retail Systems Alert Group (RSAG),
and as Vice President of Aberdeen Group's Retail Research practice. Prior to that, Paula
spent over 20 years as a retail technology executive and CIO.
Pete Zaballos, Vice President, Marketing,
SPS Commerce
Pete is responsible for the marketing strategy that is defining, executing and scaling SPS
Commerce’s enterprise cloud services. He is a sought-after visionary focused on
perfecting the power of retail trading partner relationships through the intersection of
communities and technology.
9. Retail's Reset Moment:
How Omni-Channel
Selling Affects The
Supply Chain
October 2013
Paula Rosenblum
Managing Partner
Retail Systems Research, LLC
10. Agenda
About RSR
Retail’s RESET Moment
• Innovations On The Selling Side Affect the Supply Chain
SPS Commerce and RSR Joint Survey
• How is the Supply Chain responding?
11. About RSR
Founded in 2007. Quickly became the leading source of insights for trends in
retail technology, and retail ecosystem in general.
Mission: To elevate the conversation about retail technology to a strategic level
within the retail enterprise by:
•
•
•
Providing objective, pragmatic advice to both retailers and solution providers
Leveraging our extensive retail industry experience
Providing a deep bed of research into retailers' technology investment plans
and the business opportunities and challenges that drive those investments.
We help retailers keep their IT strategies aligned with corporate objectives.
We help solution providers align their products and messages with retailers’
needs.
13. RSR’s Take: The Retail Industry Is At A
“Reset Moment”
Today (As Before) Technology Is The Trigger For Major
Shifts In Business And Society
Information Age
Industrial Age
Agrarian Age
Participation Age
14. Consumer Behaviors Are
Fundamentally Changing …
From This …(very orderly)
Investigate
Select
Pay For
Fulfill
Pay For
Fulfill
Pay For
Fulfill
Pay For
Fulfill
Store
Investigate
Select
Web
Investigate
Select
Catalog
Investigate
Select
Direct Sales
15. …To This (Many Paths To
Purchase – Chaotic Patterns)
Investigate
Select
Pay for
Fulfill
Store
Store
Store
Store
Call
Center
Call
Center
Call
Center
Direct
Delivery
Web
Web
Web
Direct
Sales
Direct
Sales
Direct
Sales
…and
Mobile
Anything
This is the Omni-Channel
Phenomenon
24. The Question That Is Only
Beginning To Be Asked Is…
“How Do We Meet These Fulfillment
Requirements Profitably?”
25. The Payoff? Beyond Any Doubt
Multi-Channel Customers Are:
2013
2012
Significantly More Profitable Than
Single Channel Customers
Slightly More Profitable Than Single
Channel Customers
Equally Profitable
Less Profitable Than Single Channel
Customers
Don't Know/Can't Tell
38%
47%
29%
28%
3%
7%
3%
10%
18%
17%
RSR Research, June 2013
But how much profit are we leaving on the table?
26. The State of the Union: RSR & SPS Commerce
Asked YOU
28. How We Structured the Survey:
RSR’s BOOT MethodologySM
Business
Challenges
Opportunities
Organizational
Inhibitors
Technology
Enablers
A simple, yet powerful model
Puts technology in the context of business issues
29. Who You Are
Total of 306 Respondents.
• 71% Vendors/Suppliers
Executive Management
40%
Marketing
6%
• 21% Retailers or Distributors
Merchandising
2%
Procurement/Product Development
3%
• 8% Logistics providers (LSPs)
E-Commerce
4%
Information Technology
9%
Business Development
7%
Supply Chain
7%
Logistics
7%
Warehouse
4%
Finance
9%
31. Overview
• The omni-channel imperative and how we got here
• A 360 degree viewpoint
• A Supply Chain still bullish on the future
• Retailers lagging suppliers in buy-side readiness
• Budgets reflect a willingness to spend, but some lack of
clarity on what to spend it on
32. In The Next 18-24 Months, Retail Will Move To
Address How To Profitably Serve
Anytime/Anywhere Shopping
2010-13
The Impact of the
massive adoption of
consumer
technologies
(mobile, social) on
the retail selling
environment
2013
The harmonization of the
digital and physical selling
environments
Next Generation of Sales
& Marketing
2014
2015-16
Next Generation Supply Chain
33. Bullish on the Future
These percentages almost identical to last year’s survey.
34. A Sorry State of Affairs
RSR Research, September 2013
Retailers lag… likely needing a champion
(as marketing was for sell-side).
35. … and It’s Not About the Money
RSR Research, September 2013
“Bearing in mind that an equal number of respondents reported budget increases last year, we can
assume that those whose budgets rose continue to keep those increases intact. The ecosystem
recognizes that it is behind, has some headroom for growth, and is continuing to invest.”
37. Business Challenge Headlines
• Optimism colored by painful memories
• Meeting customer expectations remains a key challenge
• The Amazon Effect
• Demanding customers across the entire supply chain
• Transparency informs decision-making
• Wanting broader assortments
• Loyal to valued partners
• What if the future looks like the past?
• Fear of economic and supply chain shocks color our world
• Regulations and politics shape our decision-making
• Consumer preferences constantly shifting
38. The Economy and Customer
Color our Worlds
RSR Research, September 2013
Customer expectations increase pressures on the entire ecosystem
“The Amazon Effect”
39. Man…These People Are Demanding
How has your customer changed vs. 2 years ago?
"They are more likely to...."
Retailers
Vendors
LSPs
85%
Requires immediate availability/shipping
77%
84%
Knowledgeable on competitive offerings
77%
79%
84%
82%
Knowledgeable on pricing
74%
72%
Seeks information from social networks before buying
33%
63%
Knowledgeable on products
65%
Looking for variety/broader assortments
82%
76%
65%
Loyal to retailer
Loyal to brands
78%
63%
67%
11%
23%
37%
35%
17%
37%
RSR Research, September 2013
40. Man…These People Are Demanding
How has your customer changed vs. 2 years ago?
"They are more likely to...."
Retailers
Vendors
LSPs
85%
Requires immediate availability/shipping
77%
84%
Knowledgeable on competitive offerings
77%
79%
84%
82%
Knowledgeable on pricing
74%
72%
Seeks information from social networks before buying
33%
63%
Knowledgeable on products
65%
Looking for variety/broader assortments
82%
76%
65%
Loyal to retailer
Loyal to brands
78%
63%
67%
11%
23%
37%
35%
17%
37%
Glimmers of good news
RSR Research, September 2013
41. The Future Brings More of the Same
RSR Research, September 2013
The economy, the customer and political climate will drive us.
43. Some Differing Points of View
Retailers are pragmatic
• Fulfill customer orders from inventory, regardless where order is
generated
• Drive increased traffic to stores
Vendors deliver mixed messages
• Top priority is to drive customers to retailer stores
• Following closely behind: selling direct
Their approaches differ… as we’ll see.
44. Retailer Pragmatism
Retailers' Top 3 Omni-Channel Opportunities
Fulfill customer orders with…
58%
Drive increased traffic to retail stores
50%
Build a social community around our…
42%
Deliver a broader product assortment, the…
34%
Deliver a consistent cross-channel…
34%
Provide flexibility to the customer to…
Provide more detailed product information
26%
26%
RSR Research, September 2013
Retailers presume that consumers can find detailed product information on
their own, yet interest in “endless aisle” grows.
45. Vendor Mixed Messages
Top Vendor-Identified Opportunities
A new world of frenemies:
Drive increased traffic to retail stores
Provide more detailed product
information
42%
38%
Increase direct sales from our company’s
e-commerce site
35%
Support new order management models
for retail customers, especially drop-ship
Private Label vs. Vendor Direct
35%
The Rise of Vendor-Direct
Vendors Report:
Product available through retailer…
Sales made through retailer…
78%
22%
Products available through vendor…
Sales made through vendor…
53%
17%
RSR Research, September 2013
46. What Do Retailers Want?
Top 3 Vendor Capabilities That Retailers Value
Retailers' POV
Vendors' POV
75%
81%
71%
76%
Price
Item availability
Brand recognition
36%
32%
32%
29%
Compliance with trading requirements
Item assortment
Visibility to sales and order status
Years of business
Drop ship experience
Digital assets
Size of company
5%
7%
4%
46%
50%
21%
22%
18%
14%
18%
25%
14%
RSR Research, September 2013
Vendor perception on assortment depth value far outweighs retailers’.
48. Internal Forces Affect Change
• Strong leaders a must
• The next generation of employee emerges across the Supply Chain
• Technically savvy
• Good interpersonal skills
• Vendors anticipating retailers’ future needs
• Retailers are very slow in synchronizing
• Mixed messages on “product information”
• In a world where we’re used to sharing documents, is it time to think
about sharing all kinds of structured and unstructured data?
49. The Visionary Leader and
The Empowered Employee
Top 3 Internal Forces Impacting the Business in the
Next 5 Years
2013
2012
91%
86%
Management’s vision/strategic planning
New technology adoption
Employee technical skills
34%
31%
24%
27%
25%
Employee interpersonal skills
Mergers or acquisitions
Mobile workforce
Employees’ use of social media
55%
52%
62%
13%
11%
11%
9%
RSR Research, September 2013
All the technology in the world will not help if people cannot use it.
50. Retailers Lag, Vendors Waiting
Cross-Channel Expectations
Vendors vs. Retailers
Retailers report "Fully Cross-Channel"
Pricing
Product information
Product availability
Promotions
Breadth of product assortment
Access to helpful employees
Images/video
Visibility in social media conversations
User ratings/reviews
Vendors report "Important to our retail customers"
69%
55%
84%
66%
62%
72%
41%
39%
38%
22%
35%
27%
31%
26%
12%
17%
17%
31%
RSR Research, September 2013
Retailers lack of omni-channel capabilities also reported in other RSR’s 2013 reports.
Vendors generally doing a better job anticipating customers’ omni-channel needs.
Example: Cross-channel price synchronization. Retailers struggle. Vendors recognize it’s important to
their retail customers; retailers just have to make it work.
52. Tech Enabler High Notes
• LSPs focus on warehouse improvements
• All others making investments “across the board”
• Can EDI drive visibility? And why aren’t retailers planning to
invest in the most important tool in their omni-channel toolkits?
• Can retailers use the data they get?
• How many item attributes are enough?
53. A Harmonized Omni-Channel
Environment: Wishes vs. The Budget
Omni-Technology: Current Status vs. Perceived Value
90%
80%
70%
60%
50%
40%
30%
20%
Implemented
"Very Valuable"
?
#5
#4
#3
#2
#1
Source: RSR Research, June 2013
56. The World of Product Attributes
• Generally, vendors provide more than retailers use
• Vendors expecting to provide more in the next year
• Most currently provide mundane, but necessary attributes
Are we setting our
sights too low?
58. Vendor Direct With or
Without the Retailer
•
All agree drop ship volumes will rise
• Vendors shipping on their own behalf
• Also shipping on retailers’ behalf
• LSPs supporting both
• A reliance on the empowered employee
• Dated means of communication may slow the process
• Further shifts coming. The wise company will invest in
improving product information capabilities and supply chain
efficiencies
59. Thank You!
Paula Rosenblum, RSR Research
prosenblum@rsrresearch.com
Further Information on Products &
Services: info@rsrresearch.com
www.rsrresearch.com
Thank you. Welcome to the second annual Retail Insights webinar with Retail Systems Research and SPS Commerce.Each year our industry benchmark survey delivers a 360-view of the state of the retail supply chain. Our research is based on hundreds of anonymous surveys from retailers, suppliers and logistics professional. We hope you today’s event, learn something new and become inspired in to make the most of your omni-channel strategies in 2014.
Our agenda for today’s webinar includes the rise of the digital consumer and how their social and demanding behavior is impacting retail, The fundamental building blocks to a successful omni-channel strategy.Then, you’ll hear why today is retail’s reset moment in so many ways and hears a detailed account of what your peers said about the state of retail, their operations and merchandising strategies, and where their challenges are in 2014 based on the industry benchmark survey report.During the Q&A, you’ll have an opportunity to ask us your most pressing omni-channel or supply chain questions. Last year this portion of the event include dozens of compelling questions from you. At the end of the presentations, the operator will provide directions on how to submit your questions.
Our speakers for today’s webinar include Paula Rosenblum, one of the brightest and insightful minds in retail today and Managing Partner at RSR. Her recent reports on merchandising, the omni-channel, pricing practices and the value of store employees in the consumer age show she is on the cutting edge of retail. She is smart and knows retail inside out, and always worthy of listening to. I am Pete Zaballos, the Vice President of Marketing at SPS. I work alongside many of our retailers, suppliers and logistics executives on our enterprise cloud network. Most describe me as a change agent to adopt winning omni-channel strategies that extend trading communities, look at new sourcing and item management strategies built for the digital consumer, and reap the value of perfecting their trading partner relationships.Let’s move ahead to the the information you’ve dialed in to hear….
Our speakers for today’s webinar include Paula Rosenblum, one of the brightest and insightful minds in retail today and Managing Partner at RSR. Her recent reports on merchandising, the omni-channel, pricing practices and the value of store employees in the consumer age show she is on the cutting edge of retail. She is smart and knows retail inside out, and always worthy of listening to. I am Pete Zaballos, the Vice President of Marketing at SPS. I work alongside many of our retailers, suppliers and logistics executives on our enterprise cloud network. Most describe me as a change agent to adopt winning omni-channel strategies that extend trading communities, look at new sourcing and item management strategies built for the digital consumer, and reap the value of perfecting their trading partner relationships.Let’s move ahead to the the information you’ve dialed in to hear….
Our speakers for today’s webinar include Paula Rosenblum, one of the brightest and insightful minds in retail today and Managing Partner at RSR. Her recent reports on merchandising, the omni-channel, pricing practices and the value of store employees in the consumer age show she is on the cutting edge of retail. She is smart and knows retail inside out, and always worthy of listening to. I am Pete Zaballos, the Vice President of Marketing at SPS. I work alongside many of our retailers, suppliers and logistics executives on our enterprise cloud network. Most describe me as a change agent to adopt winning omni-channel strategies that extend trading communities, look at new sourcing and item management strategies built for the digital consumer, and reap the value of perfecting their trading partner relationships.Let’s move ahead to the the information you’ve dialed in to hear….
Our speakers for today’s webinar include Paula Rosenblum, one of the brightest and insightful minds in retail today and Managing Partner at RSR. Her recent reports on merchandising, the omni-channel, pricing practices and the value of store employees in the consumer age show she is on the cutting edge of retail. She is smart and knows retail inside out, and always worthy of listening to. I am Pete Zaballos, the Vice President of Marketing at SPS. I work alongside many of our retailers, suppliers and logistics executives on our enterprise cloud network. Most describe me as a change agent to adopt winning omni-channel strategies that extend trading communities, look at new sourcing and item management strategies built for the digital consumer, and reap the value of perfecting their trading partner relationships.Let’s move ahead to the the information you’ve dialed in to hear….
Our speakers for today’s webinar include Paula Rosenblum, one of the brightest and insightful minds in retail today and Managing Partner at RSR. Her recent reports on merchandising, the omni-channel, pricing practices and the value of store employees in the consumer age show she is on the cutting edge of retail. She is smart and knows retail inside out, and always worthy of listening to. I am Pete Zaballos, the Vice President of Marketing at SPS. I work alongside many of our retailers, suppliers and logistics executives on our enterprise cloud network. Most describe me as a change agent to adopt winning omni-channel strategies that extend trading communities, look at new sourcing and item management strategies built for the digital consumer, and reap the value of perfecting their trading partner relationships.Let’s move ahead to the the information you’ve dialed in to hear….
From our perspective in retail – with the largest network in the market – we see Omni-Channel as being comprised of four key components:-Adaptability in how items are managed, to embrace the fluid nature of what is required to convince a consumer to buy, and to fulfill that purchase-Increasing the velocity of item sell-thru, ensuring you always have the right product where demand is highest for it-Access to large quantities of new items, to ensure you’re able to anticipate and respond to rapidly changing consumer tastes-In concert this enables frictionless scale. The ability for retailers and consumers to rapidly, easily expand and adapt their businesses
To understand the impact, it’s good to look back at past “Reset” moments. In the U.S., the dawn of the Industrial Age came in the early 1800’s, with inventions like the sewing machine, the steam engine, and the cotton gin. But what triggered a massive societal shift to the Industrial age was the LIGHT BULB at the very end of the 19th Century. Because of the light bulb, factories could now operate 24X7, and that triggered a huge population shift away from farms and to the cities.The information age really began with the dawn of commercial computing in the late 1950’s. But it wasn’t until the mid 1980’s – with the mass adoption of bar codes in stores, that most people began to participate. With bar code scanning, companies such as Wal-Mart were able to scale their businesses to unimagined sizes, by optimizing their supply chains. This is how mass merchandising became so prevalent.Now, we are entering the participation age. It can be argued that this new age really began with network-attached personal computers. But what triggered a mass movement to the Participation Age is – the smart mobile phone, and particularly the iPhone. The iPhone wasn’t the first mobile phone by any means, but it was the one the World fell in love with. Now consumers carry a world of information with them wherever they go.
So what to do? When we talk about “Omni-channel” retailing, this is what we mean. There should be one set of processes (and systems) that support all the paths to purchase, regardless of how a consumer starts and ends a transaction with a retailer. But we’ll see later that this is a HUGE CHALLENGE, and one that cannot be addressed without a redesign of the operating model and new investments in the systems that support it. This is the Uber-challenge.
When new channels started to emerge, for example catalog, or first generation e-commerce sites, retailers simply replicated the operating model for the new channels. They planned, bought, sold, and tracked in one or thee other of the channel, and the path to purchase was still assumed to be from “the front” of the store through to the ring-out. There was a lot of operational duplication, but it really didn’t matter too much.
But in the mid-2000’s, consumer expectations started to change, and they wanted retailers to support more complex paths to purchase, for example, buying online but returning an item in a store. So retailers had to develop specific inter-connects between the channels to support these new behaviors. This was (and still is) called “Cross Channel retailing” – and for many retailers, this is the state of the art. But note that there’s still a lot of duplication of process and systems. And now, because more and more shoppers want this, the duplication is getting too expensive.
Thank you for attending today’s webinar with RSR and SPS Commerce. We hope you were inspired by your industry’s optimism and filled with ideas on how to bolster your omni-channel in 2014. Have a wonderful day.