The document discusses a presentation given by Alain Fortier on April 27, 2016. The presentation covers three topics: process mapping to initiate paradigm shifts, end-to-end processes moving from multichannel to omnichannel, and organizational structure with the external customer as a stakeholder. Alain Fortier has an MBA and specializes in business information systems. He holds several roles related to business analysis and information systems. The presentation aims to provide insights from walking in the shoes of an external customer.
EM Strasbourg - Créateur de valeur, analyse d'affaires et marketing - Alain...Alain Fortier
The document discusses the history and evolution of multi-channel and omnichannel strategies from 2003 to 2016. It notes that while many see omnichannel beginning in 2007 with the iPhone, retailers were pursuing multi-channel strategies as early as 2003. The rise of e-commerce and smartphones led retailers to integrate online and in-store shopping. By 2016, technologies enabled an ambient user experience across devices and environments. The presentation also notes that consumers now expect seamless omnichannel experiences and companies not offering this will have a reduced customer experience.
E-COMMERCE GROWTH: 25 proven tactics to grow your E-CommerceiVentures Consulting
Following our eShopper Index 2015, we are thrilled to release our new presentation that focuses on E-Commerce growth.
iVentures Consulting has identified 25 proven differentiating tactics that help companies to improve their E-commerce performances for more growth.
Our analysis is illustrated through 80 best practices in Personalization, Content Marketing, Mobile and many other fields.
To know more about the eShopper Index:
http://www.slideshare.net/aureliaa/eshopper-index-1015-report-free
MobiliteaTime #3 : RetailXperience: the new definition of stores (ENGLISH VER...USERADGENTS
A synthetic vision of retail trends & innovation:
6 challenges for retailers, 48 case studies, 5 best cases, 10 expert's opinions. Hot topics: beacons, ultrasounds, augmented reality, APIs, geolocation, connected objects, mobile payment...
Branding in Omni-Channel Environment: Fashion Industry of BangladeshAhsanul Kabir Palash
Omni channel marketing offers marketers and retailers a holistic approach to reaching consumers with a more integrated message, through any channel and at any point in their path to purchase.
Interaction with brands has become nonlinear and shaped by many interactions across several touch points. The interconnectivity between these touch points is called omni-channel.
OmniCanal Luxe et Prêt-à-Porter : 9 Stratégies GagnantesStephany Gochuico
SOMMAIRE OMNICANAL
- Retail OmniCanal, c’est quoi ?
- Comportement des consommateurs OmniCanal
- 9 Stratégies Gagnantes pour l’OmniCanal
- Meilleures Enseignes "OmniCanal"
- Les plus Grandes Marques de Luxe dans le monde
- Les marques de Luxe, devraient-elles devenir "OmniCanal" ?
- Comportement des Consommateurs Fortunés
- Comparatif comportemental des différentes générations
- Comment réussir l’OmniCanal ?
The keynote presentation from UserConf 2012. Richard White, CEO of UserVoice.com, talks about how business on the web has changed...and why taking care of customers is the only way you can succeed anymore.
Check out the video of this talk on YouTube: http://www.youtube.com/watch?v=qKapwfmpvew
Learn more about UserConf at http://www.userconf.co
Peter Vardy is a British car dealership seeking to improve its omni-channel strategy and digital presence. The document analyzes trends in the car market, including increased online shopping. It assesses Peter Vardy's current multi-channel approach and physical stores. Recommendations include setting up individual customer accounts for a seamless experience across channels, personalized video tours, improving the company app, and restructuring the Facebook page. Implementing these changes could help Peter Vardy better meet customer expectations in the evolving digital landscape.
Evolution of luxury retailers in disruptive Omni-channel worldesiml
1) The document discusses the evolution of luxury retailers in an omni-channel world. It explores strategies and implications of this trend for customer-centric retailers.
2) Luxury retailers have been slow to adopt omni-channel strategies compared to mass retailers. However, they are recognizing the need to engage with new generations of luxury customers who are digital natives and conduct significant online research.
3) True omni-channel integration across online and offline channels is needed to provide a seamless customer experience and maximize opportunities to build relationships at each touchpoint of the consumer decision journey.
EM Strasbourg - Créateur de valeur, analyse d'affaires et marketing - Alain...Alain Fortier
The document discusses the history and evolution of multi-channel and omnichannel strategies from 2003 to 2016. It notes that while many see omnichannel beginning in 2007 with the iPhone, retailers were pursuing multi-channel strategies as early as 2003. The rise of e-commerce and smartphones led retailers to integrate online and in-store shopping. By 2016, technologies enabled an ambient user experience across devices and environments. The presentation also notes that consumers now expect seamless omnichannel experiences and companies not offering this will have a reduced customer experience.
E-COMMERCE GROWTH: 25 proven tactics to grow your E-CommerceiVentures Consulting
Following our eShopper Index 2015, we are thrilled to release our new presentation that focuses on E-Commerce growth.
iVentures Consulting has identified 25 proven differentiating tactics that help companies to improve their E-commerce performances for more growth.
Our analysis is illustrated through 80 best practices in Personalization, Content Marketing, Mobile and many other fields.
To know more about the eShopper Index:
http://www.slideshare.net/aureliaa/eshopper-index-1015-report-free
MobiliteaTime #3 : RetailXperience: the new definition of stores (ENGLISH VER...USERADGENTS
A synthetic vision of retail trends & innovation:
6 challenges for retailers, 48 case studies, 5 best cases, 10 expert's opinions. Hot topics: beacons, ultrasounds, augmented reality, APIs, geolocation, connected objects, mobile payment...
Branding in Omni-Channel Environment: Fashion Industry of BangladeshAhsanul Kabir Palash
Omni channel marketing offers marketers and retailers a holistic approach to reaching consumers with a more integrated message, through any channel and at any point in their path to purchase.
Interaction with brands has become nonlinear and shaped by many interactions across several touch points. The interconnectivity between these touch points is called omni-channel.
OmniCanal Luxe et Prêt-à-Porter : 9 Stratégies GagnantesStephany Gochuico
SOMMAIRE OMNICANAL
- Retail OmniCanal, c’est quoi ?
- Comportement des consommateurs OmniCanal
- 9 Stratégies Gagnantes pour l’OmniCanal
- Meilleures Enseignes "OmniCanal"
- Les plus Grandes Marques de Luxe dans le monde
- Les marques de Luxe, devraient-elles devenir "OmniCanal" ?
- Comportement des Consommateurs Fortunés
- Comparatif comportemental des différentes générations
- Comment réussir l’OmniCanal ?
The keynote presentation from UserConf 2012. Richard White, CEO of UserVoice.com, talks about how business on the web has changed...and why taking care of customers is the only way you can succeed anymore.
Check out the video of this talk on YouTube: http://www.youtube.com/watch?v=qKapwfmpvew
Learn more about UserConf at http://www.userconf.co
Peter Vardy is a British car dealership seeking to improve its omni-channel strategy and digital presence. The document analyzes trends in the car market, including increased online shopping. It assesses Peter Vardy's current multi-channel approach and physical stores. Recommendations include setting up individual customer accounts for a seamless experience across channels, personalized video tours, improving the company app, and restructuring the Facebook page. Implementing these changes could help Peter Vardy better meet customer expectations in the evolving digital landscape.
Evolution of luxury retailers in disruptive Omni-channel worldesiml
1) The document discusses the evolution of luxury retailers in an omni-channel world. It explores strategies and implications of this trend for customer-centric retailers.
2) Luxury retailers have been slow to adopt omni-channel strategies compared to mass retailers. However, they are recognizing the need to engage with new generations of luxury customers who are digital natives and conduct significant online research.
3) True omni-channel integration across online and offline channels is needed to provide a seamless customer experience and maximize opportunities to build relationships at each touchpoint of the consumer decision journey.
In the last years, it has become a classic that, in the end of December or early January, numerous consulting firms publish prognostics of trends that mark the entrance of the year, normally since a technological perspective.
Omni-channel 30 11 2017 - Hugues Rey - BisnodeHugues Rey
This document discusses the evolving omni-channel landscape and challenges in marketing. It notes that while multi-channel marketing uses more than one channel, omni-channel marketing aims to provide a seamless experience across all channels simultaneously. The number of consumer touchpoints has increased significantly in recent years, making the customer journey more complex. Emerging technologies are also driving new metrics for measuring advertising performance in real-time. The document concludes that achieving true omni-channel requires reconciling online and offline behaviors, delivering hyper-personalized and consistent experiences across all channels, and focusing on customer experience over individual channel outreach.
Omni Channel Best Practices Guide by RaymarkRaymark
Omni-channel retail is getting a lot of buzz these days. For good reason: consumers are shopping in new ways, and they expect to relate with brands on their own terms, whenever, wherever and however they desire. Faced with a world of options at their fingertips, gaining consumer loyalty can be an uphill battle. In this guide, Raymark explores the best practices retailers must consider when implementing omni-channel point of sale, clienteling and other retail systems.
For more information, visit www.raymark.com.
Beacons are small Bluetooth transmitters that can provide location-based information and triggers. This document analyzes social media conversations about beacons from January 2014 to February 2015. It finds that most discussions focus on beacon's marketing potential, with over half of conversations positive. Retail is the most discussed use case. Influencers are clustered around corporations, marketing, and technology. The analysis provides insight into beacon applications, topics of discussion, influential users, and how conversations are structured.
The document provides a blueprint for an omni-channel retail roadmap. It discusses moving from store-centric to customer-centric retail by developing shopping journeys, empowering employees, rethinking fulfillment, leveraging data, innovating with technology, and breaking down information silos. The building blocks include personalizing marketing, empowering store staff, optimizing delivery options, using internal and external data for predictions, and exploring emerging technologies like artificial intelligence and augmented reality.
This document summarizes research on the mobile advertising market from 2009. Key findings include:
1) Mobile advertising was a tiny fraction (0.04%) of the overall advertising market but growing rapidly.
2) Consumer attitudes were mixed, with many seeing mobile as personal but not fully trusting mobile ads.
3) Success would depend on addressing privacy concerns, relevance of ads, and incentivizing consumers.
4) While challenges remained around measurement and inventory, the future potential of location-based mobile ads was seen as large. Cooperation across the mobile ecosystem would be critical to realize this potential.
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.
We are in the midst of a transitionary phase where the usage of devices is rapidly evolving. Smartphones are starting to replace computers in our day-to-day lives, wireless payment and internet connected objects are being developed and social networks are beginning to re-invent themselves and offer additional services. These changes bring with them a new outlook on digital innovation.
However, a paradox between current usage and expectations is emerging : consumers demand more and more personalised experiences, and although many of these require a plethora of personal details, the intrusiveness of brands, along with recent cases of confidential information exposure, pushes customers to act with mistrust and suspicion.
Within an environment where customer expectations are becoming increasingly high, Vanksen’s new study Digital Trends in 2015 offers brands a guiding vision.
Customer Centric Retail Innovation - Bucharest May 29, 2008Alain Thys
The document discusses customer-centric retail innovation and provides five steps to achieve it:
1. Take the customer perspective by understanding their journey and needs.
2. Get to know customers' emotions and what really matters to them.
3. Focus innovation efforts on areas that have the most customer engagement and emotional involvement.
4. Ensure employees understand and are aligned with the customer-centric strategy.
5. Start implementing customer-centric innovations while continuing to learn from customers.
This document provides a marketing plan for Macy's omni-channel merchandising concept. It discusses Macy's target customers as millennials and details several omni-channel applications being implemented including Buy Online Pickup in Store (BOPS) and Macy's Wallet. Challenges of omni-channel include ensuring consistency across channels and an efficient supply chain. Opportunities include attracting new customers and competing with online-only retailers.
The leisure and tourism industry is falling behind in embracing mobile technologies. While most large travel companies have an online presence, 60% do not have a mobile-friendly website and 71% lack a mobile app. This is slowing their progress, as consumers increasingly plan trips and make bookings on mobile devices. Some travel agents argue resources are better spent on sales teams than mobile apps. However, companies like Expedia and TripAdvisor that offer user-friendly mobile booking are seeing higher growth and loyalty. To keep up, the industry must understand consumers' mobile behaviors and develop strong mobile strategies.
Omnichannel CE Index 2016 - Retailers Are You Leading Or LaggingJennifer T. Lee
The document discusses findings from the Deloitte Omnichannel Customer Experience Index 2016, which evaluated the omnichannel capabilities of retailers across Canada and the US. It finds that US retailers generally offer more developed omnichannel experiences than their Canadian counterparts. Retail categories like home improvement, department stores, and mass merchants/warehouses led in omnichannel capabilities, while grocery, jewelry, and pharmacies lagged behind. The document also analyzes omnichannel strengths and weaknesses within different retail categories in Canada.
This document provides an overview of the mobile commerce market and outlines different approaches businesses can take. It discusses key players in mobile payments like NFC wallet and cloud wallet providers. NFC wallets rely on a secure element in the device while cloud wallets are hosted remotely. The document also touches on mobile banking and application development approaches. Overall, mobile commerce is a large and growing market but faces challenges from fragmentation, regulations, and consumer adoption of new payment methods.
Welcome to the next edition of our Snapshot Report.
The report will present this industry based on 3 discovered trends/ disruptions:
- PIN alternatives and what are the innovations within payment confirmations
- DIY finances and how financial service institutions are educating their customers on personal finance management and beyond
- Quick access to personal banking via various different mediums
Operating with personal funds and savings on a daily basis is becoming easy, customer-friendly and convenient.
In recent months, we have noted growing interest in customer-centricity among our clients. In parallel with delivering great digital experiences, we are having discussions on which other business activities could be enhanced and how. Moreover, many industry conferences have identified integrated UX and customer understanding as the next step in the evolution of business process design.
We therefore decided it was the perfect time to share our own thoughts by publishing our introductory ebook.
Executive master in digital marketing 12 12 2017 - 4 phases to set up a com ...Hugues Rey
ULB Solvay Executive Master in Digital Marketing - Set up a Com Plan - 12 12 2017 by Hugues Rey / From Promotion to Education - Engagement - Entertainment / 4P to SAVE
The Rise of the Platform Marketer: Connected CRM in a Digital WorldArgyle Executive Forum
David Williams, Chairman and CEO of Merkle, discussed how an organization can build and maintain a data-driven customer relationship management (CRM) strategy during a Thought Leadership Spotlight Presented by Merkle at the 2014 Chief Marketing Officer Leadership Forum: Fall Event in San Francisco on Nov. 6. In his presentation, “Connected CRM: Delivering on a Data-Driven Business Strategy,” Williams noted the marketing landscape is changing, and delivering an omni-channel CRM experience is key for organizations to effectively engage consumers.
According to Williams, organizations need to consider the whole spectrum of consumer experiences to improve their customer interactions. However, organizations also need to understand how to collect and leverage data across this entire spectrum: “I would argue that for most organizations, they don’t fully realize that all of this data can be managed across the enterprise and across a set of hundreds of millions or tens of millions of consumers and that there’s value in this data across the entire spectrum.”
Data can deliver a competitive advantage for organizations of all sizes, Williams said. Organizations that differentiate between a customer strategy and a marketing strategy, Williams added, can find ways to incorporate data into their CRM strategies. Williams pointed out that the digitalization of media and channels is transforming how organizations connect with customers too: “We start talking about how digitalization of media and channels is changing our ability to know about consumers and their attitudes, needs, wants, behaviors, values and then how we might enhance or personalize experiences with them. In reality, many of these conversations are actually too narrow.”
- See more at: http://www.argylejournal.com/chief-marketing-officer/thought-leadership-spotlight-presented-by-merkle-connected-crm-delivering-on-a-data-driven-business-strategy-david-williams-chairman-and-ceo-merkle/#sthash.IppTS2Iw.dpuf
In 2008, Razorfish explored The Future of Retail for JCPenney. We noted the increasing complexity and sophistication of the global marketplace, and that retailers who have embraced change—leveraging the power of new technologies and media spaces, while putting the customer’s needs, wants, and desires at the center of the experience—have flourished.
For 2010 and beyond, we have updated and broadened this study to provide our point of view on The Future of CRM in general. It is our belief that this discipline offers brands of all kinds the most comprehensive way to thrive in a chaotic marketplace, to take advantage of new technologies, and to leap on important trends and ride them at their crest. CRM is also the master key to picking out high value customers—the ones with influence as well as loyalty—and engaging with them in a sustained fashion.
Report: Integrated marketing communications plan WeveIan Adams
Presentation: http://www.slideshare.net/adamsian3/presentation-integrated-marketing-communications-plan
In this report, an integrated communications strategy will be devised for mobile commerce based on the organisation WEVE, who are a joint venture between EE, telefonica (O2) and Vodafone, the three biggest mobile network providers in the UK.
Université Laval - Showrooming - Alain FortierAlain Fortier
This document discusses the phenomenon of "showrooming" where consumers use brick-and-mortar stores to see products in person but purchase them online from other retailers. It provides background on showrooming, the context of mobile technology enabling this behavior, and profiles of showroomers. The document concludes with best practices retailers can adopt to compete with showrooming such as improving the in-store customer experience and collecting personalized customer data to enable more targeted marketing.
In the last years, it has become a classic that, in the end of December or early January, numerous consulting firms publish prognostics of trends that mark the entrance of the year, normally since a technological perspective.
Omni-channel 30 11 2017 - Hugues Rey - BisnodeHugues Rey
This document discusses the evolving omni-channel landscape and challenges in marketing. It notes that while multi-channel marketing uses more than one channel, omni-channel marketing aims to provide a seamless experience across all channels simultaneously. The number of consumer touchpoints has increased significantly in recent years, making the customer journey more complex. Emerging technologies are also driving new metrics for measuring advertising performance in real-time. The document concludes that achieving true omni-channel requires reconciling online and offline behaviors, delivering hyper-personalized and consistent experiences across all channels, and focusing on customer experience over individual channel outreach.
Omni Channel Best Practices Guide by RaymarkRaymark
Omni-channel retail is getting a lot of buzz these days. For good reason: consumers are shopping in new ways, and they expect to relate with brands on their own terms, whenever, wherever and however they desire. Faced with a world of options at their fingertips, gaining consumer loyalty can be an uphill battle. In this guide, Raymark explores the best practices retailers must consider when implementing omni-channel point of sale, clienteling and other retail systems.
For more information, visit www.raymark.com.
Beacons are small Bluetooth transmitters that can provide location-based information and triggers. This document analyzes social media conversations about beacons from January 2014 to February 2015. It finds that most discussions focus on beacon's marketing potential, with over half of conversations positive. Retail is the most discussed use case. Influencers are clustered around corporations, marketing, and technology. The analysis provides insight into beacon applications, topics of discussion, influential users, and how conversations are structured.
The document provides a blueprint for an omni-channel retail roadmap. It discusses moving from store-centric to customer-centric retail by developing shopping journeys, empowering employees, rethinking fulfillment, leveraging data, innovating with technology, and breaking down information silos. The building blocks include personalizing marketing, empowering store staff, optimizing delivery options, using internal and external data for predictions, and exploring emerging technologies like artificial intelligence and augmented reality.
This document summarizes research on the mobile advertising market from 2009. Key findings include:
1) Mobile advertising was a tiny fraction (0.04%) of the overall advertising market but growing rapidly.
2) Consumer attitudes were mixed, with many seeing mobile as personal but not fully trusting mobile ads.
3) Success would depend on addressing privacy concerns, relevance of ads, and incentivizing consumers.
4) While challenges remained around measurement and inventory, the future potential of location-based mobile ads was seen as large. Cooperation across the mobile ecosystem would be critical to realize this potential.
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.
We are in the midst of a transitionary phase where the usage of devices is rapidly evolving. Smartphones are starting to replace computers in our day-to-day lives, wireless payment and internet connected objects are being developed and social networks are beginning to re-invent themselves and offer additional services. These changes bring with them a new outlook on digital innovation.
However, a paradox between current usage and expectations is emerging : consumers demand more and more personalised experiences, and although many of these require a plethora of personal details, the intrusiveness of brands, along with recent cases of confidential information exposure, pushes customers to act with mistrust and suspicion.
Within an environment where customer expectations are becoming increasingly high, Vanksen’s new study Digital Trends in 2015 offers brands a guiding vision.
Customer Centric Retail Innovation - Bucharest May 29, 2008Alain Thys
The document discusses customer-centric retail innovation and provides five steps to achieve it:
1. Take the customer perspective by understanding their journey and needs.
2. Get to know customers' emotions and what really matters to them.
3. Focus innovation efforts on areas that have the most customer engagement and emotional involvement.
4. Ensure employees understand and are aligned with the customer-centric strategy.
5. Start implementing customer-centric innovations while continuing to learn from customers.
This document provides a marketing plan for Macy's omni-channel merchandising concept. It discusses Macy's target customers as millennials and details several omni-channel applications being implemented including Buy Online Pickup in Store (BOPS) and Macy's Wallet. Challenges of omni-channel include ensuring consistency across channels and an efficient supply chain. Opportunities include attracting new customers and competing with online-only retailers.
The leisure and tourism industry is falling behind in embracing mobile technologies. While most large travel companies have an online presence, 60% do not have a mobile-friendly website and 71% lack a mobile app. This is slowing their progress, as consumers increasingly plan trips and make bookings on mobile devices. Some travel agents argue resources are better spent on sales teams than mobile apps. However, companies like Expedia and TripAdvisor that offer user-friendly mobile booking are seeing higher growth and loyalty. To keep up, the industry must understand consumers' mobile behaviors and develop strong mobile strategies.
Omnichannel CE Index 2016 - Retailers Are You Leading Or LaggingJennifer T. Lee
The document discusses findings from the Deloitte Omnichannel Customer Experience Index 2016, which evaluated the omnichannel capabilities of retailers across Canada and the US. It finds that US retailers generally offer more developed omnichannel experiences than their Canadian counterparts. Retail categories like home improvement, department stores, and mass merchants/warehouses led in omnichannel capabilities, while grocery, jewelry, and pharmacies lagged behind. The document also analyzes omnichannel strengths and weaknesses within different retail categories in Canada.
This document provides an overview of the mobile commerce market and outlines different approaches businesses can take. It discusses key players in mobile payments like NFC wallet and cloud wallet providers. NFC wallets rely on a secure element in the device while cloud wallets are hosted remotely. The document also touches on mobile banking and application development approaches. Overall, mobile commerce is a large and growing market but faces challenges from fragmentation, regulations, and consumer adoption of new payment methods.
Welcome to the next edition of our Snapshot Report.
The report will present this industry based on 3 discovered trends/ disruptions:
- PIN alternatives and what are the innovations within payment confirmations
- DIY finances and how financial service institutions are educating their customers on personal finance management and beyond
- Quick access to personal banking via various different mediums
Operating with personal funds and savings on a daily basis is becoming easy, customer-friendly and convenient.
In recent months, we have noted growing interest in customer-centricity among our clients. In parallel with delivering great digital experiences, we are having discussions on which other business activities could be enhanced and how. Moreover, many industry conferences have identified integrated UX and customer understanding as the next step in the evolution of business process design.
We therefore decided it was the perfect time to share our own thoughts by publishing our introductory ebook.
Executive master in digital marketing 12 12 2017 - 4 phases to set up a com ...Hugues Rey
ULB Solvay Executive Master in Digital Marketing - Set up a Com Plan - 12 12 2017 by Hugues Rey / From Promotion to Education - Engagement - Entertainment / 4P to SAVE
The Rise of the Platform Marketer: Connected CRM in a Digital WorldArgyle Executive Forum
David Williams, Chairman and CEO of Merkle, discussed how an organization can build and maintain a data-driven customer relationship management (CRM) strategy during a Thought Leadership Spotlight Presented by Merkle at the 2014 Chief Marketing Officer Leadership Forum: Fall Event in San Francisco on Nov. 6. In his presentation, “Connected CRM: Delivering on a Data-Driven Business Strategy,” Williams noted the marketing landscape is changing, and delivering an omni-channel CRM experience is key for organizations to effectively engage consumers.
According to Williams, organizations need to consider the whole spectrum of consumer experiences to improve their customer interactions. However, organizations also need to understand how to collect and leverage data across this entire spectrum: “I would argue that for most organizations, they don’t fully realize that all of this data can be managed across the enterprise and across a set of hundreds of millions or tens of millions of consumers and that there’s value in this data across the entire spectrum.”
Data can deliver a competitive advantage for organizations of all sizes, Williams said. Organizations that differentiate between a customer strategy and a marketing strategy, Williams added, can find ways to incorporate data into their CRM strategies. Williams pointed out that the digitalization of media and channels is transforming how organizations connect with customers too: “We start talking about how digitalization of media and channels is changing our ability to know about consumers and their attitudes, needs, wants, behaviors, values and then how we might enhance or personalize experiences with them. In reality, many of these conversations are actually too narrow.”
- See more at: http://www.argylejournal.com/chief-marketing-officer/thought-leadership-spotlight-presented-by-merkle-connected-crm-delivering-on-a-data-driven-business-strategy-david-williams-chairman-and-ceo-merkle/#sthash.IppTS2Iw.dpuf
In 2008, Razorfish explored The Future of Retail for JCPenney. We noted the increasing complexity and sophistication of the global marketplace, and that retailers who have embraced change—leveraging the power of new technologies and media spaces, while putting the customer’s needs, wants, and desires at the center of the experience—have flourished.
For 2010 and beyond, we have updated and broadened this study to provide our point of view on The Future of CRM in general. It is our belief that this discipline offers brands of all kinds the most comprehensive way to thrive in a chaotic marketplace, to take advantage of new technologies, and to leap on important trends and ride them at their crest. CRM is also the master key to picking out high value customers—the ones with influence as well as loyalty—and engaging with them in a sustained fashion.
Report: Integrated marketing communications plan WeveIan Adams
Presentation: http://www.slideshare.net/adamsian3/presentation-integrated-marketing-communications-plan
In this report, an integrated communications strategy will be devised for mobile commerce based on the organisation WEVE, who are a joint venture between EE, telefonica (O2) and Vodafone, the three biggest mobile network providers in the UK.
Université Laval - Showrooming - Alain FortierAlain Fortier
This document discusses the phenomenon of "showrooming" where consumers use brick-and-mortar stores to see products in person but purchase them online from other retailers. It provides background on showrooming, the context of mobile technology enabling this behavior, and profiles of showroomers. The document concludes with best practices retailers can adopt to compete with showrooming such as improving the in-store customer experience and collecting personalized customer data to enable more targeted marketing.
Magazine Surface - Le magasin - partie intégrante de la solution - Alain For...Alain Fortier
« Afin d’offrir une expérience client meilleure que celle proposée par leurs concurrents, les entreprises doivent mettre en place des pratiques pour la mesurer et l’optimiser. »
— Sylvain Sénécal
Magazine Capital Québec - Columbus, un modèle inspirant - Alain FortierAlain Fortier
En 2016, la ville de Columbus, dans l’État de l’Ohio, a remporté un concours du département des Transports
américain avec sa proposition d’un modèle de ville intelligente. Cet honneur est accompagné d’un prix de 40 millions de dollars pour faciliter la mise en oeuvre du projet
proposé. Colombus a su se démarquer des 77 autres villes concurrentes avec une proposition innovante qui s’appuie sur les technologies de l’information (TI). Cette ville du Midwest, d’un peu plus de 800 000 habitants, affrontait sept villes finalistes, dont San Francisco en Californie ou Austin
au Texas, déjà reconnues comme étant plus fortement orientées vers les TI. Columbus a su se mobiliser et se distinguer par la pertinence de sa proposition.
Magazine Capital Québec - La cybersécurité, un atout économique - Alain FortierAlain Fortier
Les restrictions affectant les employés
de l’État ont trouvé écho dans plusieurs
journaux étrangers de par leur caractère
singulier. Malgré cet élément, à première
vue cocasse, le plan singapourien repose
sur un état des lieux en matière de sécurité
qui met en relief les attaques de plus en
plus sophistiquées et fréquentes affectant
les entreprises et les organismes gouvernementaux.
HRImag - Tendances technos 2017 en restauration - l'année de la transformatio...Alain Fortier
Dans toutes les industries, la plupart des entreprises se questionnent sur leur capacité organisationnelle et la nécessité économique d’investir dans l’expérience numérique qu’elles véhiculent ou pourraient véhiculer. Si l’essence même de l’expérience en restauration se passe principalement dans l’assiette, les attentes des consommateurs en matière d’expérience numérique ne peuvent être négligées sans impact sur l’estime et l’affluence. Les quatre éléments suivants susciteront des maux de tête pour certains, alors que d’autres y trouveront de l’inspiration ou une occasion de création.
Présentation "Le réseautage est mort! Vive le réseautage!" More business decisions occur over lunch and dinner than at any other time, yet no MBA courses are given on the subject.
Peter Drucker
ESG (UQAM) - chef de file! - Alain FortierAlain Fortier
Présentation à École des sciences de la gestion (ESG), Université du Québec à Montréal (UQAM) - conférencier invité dans le cours Systèmes d’informations en gestion des ressources humaines
ORH 6128
Présentation au Congrès de l’industrie du centre contact clientèle (CLICCC) 2011
3 raisons qui poussent les compagnies à adopter l’analytique
besoins d’entreprise
disponibilité des données
technologies de l’information
Ne jamais mesurer le taux de conversion sans objectif
Toujours afficher les revenus à côté du taux de conversion
Segmenter à l’extrême!
Comprendre exactement quelle est la stratégie d'acquisition de votre entreprise
Utiliser les tendance dans le temps et ne pas oublier la saisonnalité
Démarrer avec un taux de conversion global (puis rapidement oublier!)
Arrêtez d’essayer de tout faire…
les entreprises ne sont même pas capables
d'aider efficacement leurs clients actuels et potentiels à travers leur canaux traditionnels
comme les sites Web,
ou encore les centres d'appels!
Stéphane Hamel, Immeria
Les principaux facteurs
de piètres expérience client incluent souvent
un centre d'appel négligé, qui n'est pas intégré aux autres canaux.
Il gère des opérations et des données incompatibles, ainsi qu'une expérience client disjointe.
Kerry Bodine, Forrester
nous nous noyons
dans l'information,
mais manquent cruellement de connaissances.
John Naisbitt, Megatrends (1982!)
Fin des mesures
de tout ce qui bouge
…grâce à l’avènement de l’expérience client
Greg Levin, Call Center Magazine
La plupart des métriques informatiques existent pour garder une trace de personnes et de découvrir qui est responsable quand quelque chose va mal.
Le tout peut
dégénérer en « blame game »
Hank Marquis, PhD, Lowe’s
L'analyse erronée est pire que l’absence d’analyse,
car elle conduit à des recommandations qui vont probablement se révéler enéchecs coûteux.
Daniel T. Larose,
Discovering Knowledge in Data-An Introduction to Data Mining
Le tableau de
bord rassemblant des indicateurs est nécessaire mais
ne suffit pas toujours pour
mesurer l’efficacité d’un processus
Michel Attan, Nathalie Drissi
Patrick Nockaert, Maîtriser les processus de l’entreprise
Si vous voyez
un vomi de données alors vous savez que vous regardez le rapports des résultats
sur le Web, même si elle est appelée un tableau de bord. Si vous voyez des mots
décrivant des actions qui doivent être prises, (…) avec des données pertinentes à l'appui, alors vous regardez le résultat de l'analyse
de données web.
Avinash Kaushik, Google
L'entreprise est élue
tous les jours
par ses clients.
François Michelin, industriel français
Réseau ActionTI - Améliorer l'accès des femmes au secteur des TI - Alain FortierAlain Fortier
Melinda Gates, coprésidente de la fondation philanthropique Bill & Melinda Gates, détaillait ses constats sur les femmes dans le domaine des technologies de l’information (TI) lors d’entretiens accordés à BackChannel (Wired) et au Seattle Times. Après s’être jointe à Microsoft en 1987, la philanthrope relate, malgré un travail stimulant, avoir considéré quitter l’entreprise pour fuir une culture acerbe à dominance masculine.
In the end, the best customer experience wins, no matter who makes it - v.2Helge Tennø
Customer Experience is merging communication with business, helping companies develop new customers and new revenue streams. In this talk we look at what customer experience is, how it should work and what lies in store for its future.
"Disruption is no longer disruptive. It's normal". Slides from my keynote in Gothenberg, Sweden, where I discuss the future of customer relationships, marketing technology and domestic robots!
The document discusses how customer experience has become the most important factor for business success and competitive advantage. It outlines how new digital technologies have empowered customers and shifted power from producers to buyers. The document then provides recommendations for companies to build their customer experience strategy, including adopting a customer-centric approach, using data and analytics to understand customers, and creating a seamless experience across all digital channels. It also shares examples of companies that have transformed their customer experience through new technologies.
How to Sell Acquia DXP, Marketing Cloud, and Drupal Cloud Acquia
Please join Acquia’s product marketing team as they share with partners how to leverage Acquia’s new packages and services opportunities. Diving deeper into how to position and sell Acquia’s DXP, Marketing Cloud, and Drupal Cloud, you will learn:
How to deliver the pitch for each of the clouds
How an integrated demo tells our story
New opportunities for partners, including new services and product capabilities
A Framework for Digital Business TransformationCognizant
By embracing Code Halo thinking and a programmatic approach to business process change, organizations can better engage with customers and deliver mass-customized products and services that drive differentiation and outperformance.
Change - tools and ideas to meet the futureHelge Tennø
A collaborative presentation.
For the next 90 minutes we will give you ideas to understand the future and collaborative tasks to put it into your context.
By the end you will have broken a few preconceptions, discovered new ideas and have in your possession a broader toolbox to solve emerging and differentiated challenges
This document outlines an agenda for a 90 minute collaborative presentation. It will provide ideas to understand the future and collaborative tasks to apply those ideas. By the end, participants will have challenged assumptions, discovered new ideas, and gained tools to solve emerging challenges. The presentation involves discussion questions on red slides where participants will discuss in pairs before reporting back. It focuses on topics like change, customer needs, gaps between companies and customers, and opportunities from innovation.
Event_FST Sydney RT_Transcript FINAL_Q4 14Scott Leader
The document summarizes a discussion between heads of innovation, digital, technology and customer experience from various banking and insurance companies on strategies for transforming to survive and thrive in a digital world.
David Hackshall from Wesfarmers Insurance discusses how technology has led to changes in social behavior and customer expectations, and the need for organizations to focus on customer experience, leverage data to personalize interactions, and build loyalty programs.
Representatives from Commonwealth Bank of Australia, Westpac, TAL, ING Direct and AMP discuss their approaches to driving innovation through initiatives like innovation labs, prototyping, testing ideas quickly, and collaborating both internally and externally.
This document discusses digital transformation and the technologies enabling it. The key points are:
- As digitization disrupts businesses, companies must embrace digital transformation using technologies like cloud, mobile, big data, and social networks to innovate and gain advantages.
- The building blocks for digital transformation are cloud technology, mobile technology, data, and networks. These technologies allow companies to place customers at the center and innovate faster.
- Cloud adoption in particular is critical as it provides scalability, flexibility and accessibility for businesses to focus on their core operations and collaborate better. Mobile technology extends these benefits by providing greater access.
- When combined with leadership strategies and best practices, these technologies can help
conquering disruption through digital transformationRené Kerp MBA
This document discusses digital transformation and the technologies enabling it. The key points are:
- As digitization disrupts businesses, companies must embrace digital transformation using technologies like cloud, mobile, big data, and social networks to innovate and gain advantages.
- The building blocks for digital transformation are cloud technology, mobile technology, data, and networks. These technologies allow companies to place customers at the center and innovate faster.
- Cloud adoption in particular is critical as it provides scalability, flexibility and accessibility for businesses to focus on their core operations with better collaboration and up-to-date solutions.
This document outlines an webinar on data-driven customer success. The webinar will include an introduction to data-driven customer success, a case study from Thismoment on customer segmentation and renewal success using Totango, and how companies can get started with a data-driven approach. Thismoment will discuss how they use customer segmentation and product usage data from Totango to understand key customer segments, measure the impact of engagement activities, and integrate insights into their Salesforce CRM and Marketo automation. Attendees will learn how monitoring product usage can provide insights to improve renewal rates and customer success plays across the customer journey.
Content strategy and earned media have huge potential to help brands better serve their customers, but many struggle to change old habits and ways of working. This book shares many of the things that we in the Brilliant Noise team have learned in recent years about developing and scaling a branded content organisation.
iStart feature: All you need is love: A modern marketers's tech guideHayden McCall
The arrival of new technologies has opened opportunities for marketing, but taking advantage of them requires a significant shift in modus operandi. In today's 'age of the customer' where consumers have easy access to a multitude of research tools, marketing is all about leveraging technology to gauge customer sentiment and build reputation based on honesty, openness and authenticity. Clare Coulson asked industry thought leaders how businesses should behave and where technology fits....
trendwatching.com's THE FUTURE OF CUSTOMER SERVICETrendWatching
The document discusses trends in customer service that will redefine expectations in 2015 and beyond. It finds that while new technologies allow more data collection and personalized service, the fundamentals of making customers feel valued remain most important. Five trends are highlighted: 1) products coming with backup plans to overcome limitations, 2) "video valets" providing face-to-face customer support via webcam, 3) delivery services offering extra value-added services, 4) using real-time customer data to enhance physical store experiences, and 5) encouraging politeness between customers to improve experiences. Brands must understand these shifting expectations to provide feeling-based customer service in the future.
Insurance - Opportunities in a digital and changing worldClaus Høyer Madsen
The document discusses opportunities for insurance providers in a digital and changing world. It notes that providers will need to explore using digital technologies to enhance value for customers at lower costs. This involves making the customer experience seamless across channels, using data to personalize experiences, and experimenting with new business models like those in sharing economies. It also discusses challenges from trends like the Internet of Things, driverless cars, and wearables, and how insurance providers can position themselves by improving existing offerings or pioneering new ecosystems.
Social Advocacy- The Next Big Thing. People Trust People More Than Brands™Ajit K Nair
This document discusses the opportunity for social advocacy and outlines plans to develop a social advocacy product. Key points:
- Social advocacy, where customers advocate for brands on social media, is an emerging opportunity as customers increasingly trust peer recommendations over brand messaging.
- The document proposes developing an all-in-one social advocacy platform app that brands can use to engage employees, customers, and influencers to promote the brand on social media.
- Potential early adopter industries are identified, and a business model is proposed where the app is initially free to seed the market and generate awareness.
Managing The Future Expectations Of The Hyper-Connected ConsumerMiel Van Opstal
This was a keynote I gave for Colruyt Group, about the future of retail POS interaction opportunities and behavioral consumer trends. The talk focuses on contextually relevant content delivery, defined by Google as micro-moments.
Surviving and thriving in the 4th Industrial Revolution means a change in culture, adoption of new technologies and an ecosystem wide collaboration. We take a look at the market and the success and improvements surrounding the 3DEXPERIENCE Platform from Dassault Systemes.
This is the keynote address from the July 17th, 2013 Becoming a Customer Company event. This was a co-sponsored event by Magnet 360, salesforce.com, and Marketo. This presentation includes slides as presented by Peter Coffee, Andy MacMillan, Scott Litman, and Jeremiah Owyang.
Similar to IIBA Région de Québec - Une journée dans les souliers de votre client externe - Alain Fortier (20)
Prêt, pas prêt, la transformation numérique se poursuit!Alain Fortier
Êtes-vous à l’abri de la transformation numérique ?
Dans un entretien dans le magazine RetailDive, le futuriste en commerce de détail, Doug
Stephens, suggère que l’industrie du commerce de détail continuera d’être exposée à des
perturbations, entre autres par l’adoption de nouvelles TI et l’arrivée de nouveaux compétiteurs
issus de l’économie numérique 3 . Dans un premier temps, les perturbations ont été ressenties
pour des produits jugés moins complexes à transiger, par exemple les livres, les billets de
spectacle et les chaussures. Selon les prédictions de Doug Stephen, des joueurs comme Alibaba,
Amazon et JD.com risquent de renverser les barrières à l’entrée actuelles par la maturité
numérique qu’ils ont développée au cours des années. Entre autres, les domaines de
l’ameublement, des articles de luxe et de la rénovation domiciliaire subiront des soubresauts,
selon le futuriste.
Magazine Surface - L'intelligence artificielle s'invite dans le commerce de d...Alain Fortier
L’entreprise Coveo fournit des solutions pour augmenter la recherche d’information et la capacité de personnalisation pour toute une organisation, un centre d’appels ou un site
transactionnel . Par exemple, les solutions de Coveo offrent la capacité aux organisations du Québec de demeurer
compétitive face aux géants de la vente en ligne. Son président , Louis Têtu, affirme que les résultats générés par ses solutions fidélisent ses clients.
Magazine Surface - De la confiance à revendre - Alain FortierAlain Fortier
Dans le contexte actuel, la négligence en matière de sécurité trouve peu d’empathie auprès de vos clients, employés ou partenaires d’affaires. Une entreprise doit reconnaître la valeur des données qui lui sont confiées. La revente et l’échange de données avec des partenaires d’affaires n’est possible que si vous en êtes autorisé. En cas d’incident de sécurité, la transparence peut améliorer la confiance alors que le fâcheux réflexe de camoufler l’affaire pourrait éclabousser votre réputation.
Magazine Surface - Avez-vous accumulé une dette en expérience client? - Alain...Alain Fortier
Une dette en expérience client représente un retard intentionnel ou non dans une gestion saine de l’expérience client. L’absence de décisions concernant l’expérience client n’est pas sans impact. Vos clients consomment et se procurent d’autres biens et services dans leur quotidien et ils comparent les expériences vécues chez les divers marchands. De ce fait, les attentes des clients augmentent envers toutes les organisations, qu’elles soient publiques ou privées.
Magazine Surface - Fin de l'apocalypse, un client à la fois - Alain FortierAlain Fortier
Plusieurs analystes privilégient la thèse que la grande apocalypse n’est plus ni moins qu’une disparation précipitée des organisations désuètes dans l’environnement compétitif du commerce de détail. Les technologies de l’information peuvent être pointées comme un accélérateur des débâcles de certains détaillants. De plus, les consommateurs adoptent les solutions numériques à un rythme qui excède celui de plusieurs organisations. Cette situation sonne le glas pour les entreprises qui ne sont déjà plus en résonnance avec les clients.
Magazine Surface - Le grand gagnant sera la voix - Alain FortierAlain Fortier
A d w e e k , ma g a z i n e h e b d oma d a i r e s p é c i a l i s é d a n s l a p u b l i c i t é , i n c i t e l e s e n t r e p r i s e s à r e v i s i t e r e t à o r g a n i s e r l e c o n t e n u d e l e u r s i t e f o n c t i o n d e sa s s i s t a n t s v o c a u x . C e t t e a c t i o n a u r a p o u r b u t d e r é p o n d r e a d é q u a t eme n t a u x be s o i n s d e s c o n somma t e u r s e t a u x e x i g e n c e s d e s a s s i s t a n t s v o c a u x . Pa r
e x emp l e , l e c o n t e n u d e s e c t i o n s t e l l e s q u e l a f o i r e
a u x q u e s t i o n s o u l a l o c a l i s a t i o n d ’ u n ma g a s i n d e v r a
ê t r e f a c i l eme n t r e p é r a b l e p u i s q u ’ u n a s s i s t a n t v o c a l
c omme A l e x a ch e r ch e e t l i t d u t e x t e p o u r r é p o n d r e a u x q u e s t i o n s d e s u t i l i s a t e u r s .
Magazine Classe Affaires - L'employabilité durable, un levier de croissance d...Alain Fortier
Il y a des stratégies d’entreprise à mettre en œuvre et des leviers individuels à activer chez les employés en place et à rechercher chez les employés à recruter. Travaillez autant sur le recrutement que sur la rétention performante. Vos offres sont–elles adaptées à la main d’œuvre en milieu ou en fin de parcours professionnel ? Que se passe-t- il pour les employés et les gestionnaires de votre organisation entre 45 et 60 ans ?
Dépassez la généralisation et osez !
Magazine Surface - GAFA et BATX connaissent bien vos clients - Alain FortierAlain Fortier
Selon Bloomberg, seulement 8% des ventes au détail au Canada s’effectuent en ligne. En Angleterre, les ventes en ligne s’élèvent plutôt à 18%, soit 6.2% de plus que nos voisins américains. Ce sommet à 18% accéléra l’arrivée de nouveaux détaillants en ligne avec des coûts généraux bas.
Magazine Classe affaires - L'arrivée du phygital - Alain FortierAlain Fortier
Magazine officiel de la Maison du commerce et d’industrie de Québec, Classe Affaires traite des dossiers d’actualité, des grands enjeux régionaux ainsi que des activités et nouvelles de Québec avec un regard critique et une vision entrepreneuriale.
Magazine Surface - Penser comme un designer! - Alain FortierAlain Fortier
Des entreprises de taille comme Google et Wal-Mart établissent un partenariat pour contrer les avancées d’Amazon dans l’ensemble des domaines du commerce de détail. Jacques Nantel, professeur de marketing à HEC Montréal, affirme que cette alliance donnera du fil à retordre à Amazon. Cette alliance
représenterait 10 à 15% du commerce de détail chez nos voisins américains, soit une somme supérieure à tout le commerce de détail de notre côté de la frontière.
Magazine Capital Québec - Tourisme et ville intelligente - Alain FortierAlain Fortier
Il y a un grand lien entre smart toursim et smart city. Tout d'abord, le tourisme se fait dans les villes et les villes deviennent de plus en plus intelligentes. Ainsi, le tourisme doit suivre cette tendance technologique et tirer profit des nouvelles solutions. De même, la composante humaine, qui est la base du tourisme, est de plus en plus branchée pour accéder à des informations ou demander des services. Ainsi, le touriste s'attend à avoir de nouvelles solutions technologiques qui l'aideraient à tirer profit au maximum de son voyage et à rendre son séjour plus agréable et plus enrichissant.
Magazine Surface - On parle de vous : le saviez-vous? - Alain Fortier, Daria ...Alain Fortier
ce texte a été rédigé en collaboration avec deux spécialistes en marketing électronique. Il s’agit de Daria Plotkina, qui est doctorante au laboratoire de recherche HuManiS au sein de l’école de management à Strasbourg. Elle est spécialiste du web marketing et des avis en ligne. Et de Jessie Pallud, qui est professeure agrégée des universités à l’EM Strasbourg. Responsable d’un Master dédié au marketing électronique, elle s’intéresse également à l’adoption des technologies au sein des entreprises.
Magazine Surface - Commerce de détail : l'urgence de se réinventer - Alain Fo...Alain Fortier
Au Québec, le gouvernement a complété une consultation publique pour élaborer sa feuille de route en économie
numérique1. Cette consultation reconnaît l’importance de l’économie numérique pour que les entreprises demeurent
compétitives et émergent dans un contexte de plus en plus global. En feuilletant le document d’accompagnement de
la feuille de route en économie numérique, les opportunités d’affaires pour les entreprises québécoises peuvent être
saisies en prenant action pour relever les divers défis actuels et futurs. En analysant les actions mises en place aux
États-Unis par Home Depot, et en Angleterre par Topps Tiles, ces constats seront plus facilement appréciables. La
dimension de ces deux entreprises ne réduit en rien la pertinence, pour les détaillants de toutes tailles, de
comprendre l’expérience d’achat offerte aux consommateurs.
Magazine HRI - Imprimer comme un chef! - Alain Fortier Josianne MarsanAlain Fortier
D’abord, qu’est-ce qu’une imprimante 3D?
L’objectif d’une imprimante 3D est de transformer une idée en objet réel le plus rapidement possible. Cette idée doit d’abord être exprimée dans un fichier sous un modèle informatique 3D créé par un logiciel spécialisé à l’aide d’un ordinateur. Une fois que le fichier est prêt, il suffit de lancer l’impression. L’imprimante 3D construit alors un objet réel à l’intérieur de la chambre de construction, à partir de poudres et de liants en cartouches. Après une étape de séchage de l’objet réel, ce dernier peut-être retiré de la chambre de construction, soit la zone de la machine où les objets sont réalisés.1
Magazine Surface - Lumber Liquidators dans la tourmente - Alain FortierAlain Fortier
Les scandales ont souvent un effet d’ondes de choc sur l’industrie impliquée. En mars 2015, le détaillant de revêtement de sol Lumber Liquidators s’est rapidement retrouvé au centre de la tourmente médiatique et financière après un reportage d’Anderson Cooper pour le magazine d’information 60 minutes du réseau CBS
Lumber Liquidators
http://www.cbsnews.com/news/lumber-liquidators-linked-to-health-and-safety-violations-2/
. L’ampleur des dommages boursiers à l’entreprise s’élève à une perte de 80% de l’action en bourse.
Magazine HRI - Sécurité : ne pas agir a un coût - J. Marsan A. FortierAlain Fortier
La banque de développement du Canada suggère une liste de 10 question qu’une entreprise doit se poser pour rehausser la sécurité des données
10 questions pour hausser la sécurité des technologies de l’entreprise
http://www.bdc.ca/FR/articles-outils/technologie/investir-technologie/Pages/securite-informatique-comment-proteger-vos-technologies.aspx. Les emplyés d’une entreprise sont identifiés comme le maillon faible dans la sécurité. Les pirates demeurent une menace concrête, mais les bris de sécurité restent, trop souvent, l’apanage des employés. Par courriel, le transfert d’informations personnelle d’une personne à un autre destinataire constitue un bris de sécurité.
Magazine HRI - Le nuage dont tout le monde parle - Alain Fortier Josianne MarsanAlain Fortier
L’infonuagique (cloud computing) serait
l’innovation technologique ayant à ce jour le plus
grand potentiel de transformer profondément
l’acquisition de solutions informatiques1
Par l’entremise d’un fournisseur de services,
l’infonuagique permet à une organisation
d’accéder à des logiciels et des infrastructures
technologiques selon son niveau d’utilisation
nécessaire, sans avoir à être responsable de
leur hébergement, ni de leur maintenance2.
.
Starting a business is like embarking on an unpredictable adventure. It’s a journey filled with highs and lows, victories and defeats. But what if I told you that those setbacks and failures could be the very stepping stones that lead you to fortune? Let’s explore how resilience, adaptability, and strategic thinking can transform adversity into opportunity.
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The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
Discover the Beauty and Functionality of The Expert Remodeling Serviceobriengroupinc04
Unlock your kitchen's true potential with expert remodeling services from O'Brien Group Inc. Transform your space into a functional, modern, and luxurious haven with their experienced professionals. From layout reconfiguration to high-end upgrades, they deliver stunning results tailored to your style and needs. Visit obriengroupinc.com to elevate your kitchen's beauty and functionality today.
IMPACT Silver is a pure silver zinc producer with over $260 million in revenue since 2008 and a large 100% owned 210km Mexico land package - 2024 catalysts includes new 14% grade zinc Plomosas mine and 20,000m of fully funded exploration drilling.
Best Competitive Marble Pricing in Dubai - ☎ 9928909666Stone Art Hub
Stone Art Hub offers the best competitive Marble Pricing in Dubai, ensuring affordability without compromising quality. With a wide range of exquisite marble options to choose from, you can enhance your spaces with elegance and sophistication. For inquiries or orders, contact us at ☎ 9928909666. Experience luxury at unbeatable prices.
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Profiles of Iconic Fashion Personalities.pdfTTop Threads
The fashion industry is dynamic and ever-changing, continuously sculpted by trailblazing visionaries who challenge norms and redefine beauty. This document delves into the profiles of some of the most iconic fashion personalities whose impact has left a lasting impression on the industry. From timeless designers to modern-day influencers, each individual has uniquely woven their thread into the rich fabric of fashion history, contributing to its ongoing evolution.
During the budget session of 2024-25, the finance minister, Nirmala Sitharaman, introduced the “solar Rooftop scheme,” also known as “PM Surya Ghar Muft Bijli Yojana.” It is a subsidy offered to those who wish to put up solar panels in their homes using domestic power systems. Additionally, adopting photovoltaic technology at home allows you to lower your monthly electricity expenses. Today in this blog we will talk all about what is the PM Surya Ghar Muft Bijli Yojana. How does it work? Who is eligible for this yojana and all the other things related to this scheme?
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian Matka
IIBA Région de Québec - Une journée dans les souliers de votre client externe - Alain Fortier
1. Une journée dans les souliers de votre
client externe
IIBA - Région de Québec
Conférencier invité : Alain Fortier
27 avril 2016
2. Agenda
• Balisage de processus : pour initier le changement de
paradigme
• Processus bout en bout : du multicanal vers l'omnicanal
• Structure organisationnelle : le client externe en tant que
partie prenante
3. Alain Fortier
Monsieur Fortier détient une maîtrise en administration des affaires
(MBA) pour cadres en exercice de l’Université Concordia de Montréal
(2010). Il a également complété deux programmes spécialisés de 2e
cycle en administration des affaires de l’Université Laval, soit un
premier en affaires électroniques (2011) et un deuxième en
communication marketing sur les nouveaux médias (2012).
https://ca.linkedin.com/in/alainfortiermba
4. Alain Fortier
Monsieur Fortier est vice-président Programmation pour
l'International Institute of Business Analysis (IIBA) de la région de
Québec, responsable du comité Programmation de la Journée
Informatique du Québec 2016 (JIQ) et membre du comité de mise en
valeur des professions en systèmes d'information organisationnels de
la Faculté des Sciences de l'Administration de l'Université Laval (FSA
ULaval). Au sein de CGI, il est responsable de la pratique en Stratégie
d'affaires. Dans le cadre des Jeux du Commerce, il agit comme
entraîneur spécialisé en systèmes d'information organisationnels pour
l'équipe de FSA ULaval. Monsieur Fortier écrit également des articles
dans des magazines spécialisés d'industrie.
http://fr.slideshare.net/alainfor
5. Une journéedans les souliers de votreclient
externe
Isn’t it about time that the CIO set out on a customer journey?
Michael Maoz - Gartner Blog Network - 6 avril 2016
http://blogs.gartner.com/michael_maoz/2016/04/06/isnt-it-about-time-that-the-cio-set-out-on-a-
customer-journey/
6. Une journéedans les souliers de votreclient
externe
Isn’t it about time that the CIO set out on a customer journey?
Michael Maoz - Gartner Blog Network - 6 avril 2016
http://blogs.gartner.com/michael_maoz/2016/04/06/isnt-it-about-time-that-the-cio-set-out-on-a-
customer-journey/
7. Une journéedans les souliers de votreclient
externe
“Even email, which has been an accepted channel for almost two
decades, is lagging behind consumers’ expectations. Insurers need to
rectify this; without accurate and appropriate communication,
consumers will rapidly grow frustrated and take their business
elsewhere. This applies across the entire customer relationship, from
initial contact to actually making a claim. Indeed, making a claim is
often the moment of truth for many customers’ relationship with their
insurer: the more painful the process, the more likely customers are to
up and leave.”
Insurers just don’t get omnichannel customers
Scott Thompson
https://ibsintelligence.com/ibs-journal/ibs-news/insurers-just-dont-get-omnichannel-customers/
8. Une journéedans les souliers de votreclient
externe
“Even email, which has been an accepted channel for almost two
decades, is lagging behind consumers’ expectations. Insurers need to
rectify this; without accurate and appropriate communication,
consumers will rapidly grow frustrated and take their business
elsewhere. This applies across the entire customer relationship, from
initial contact to actually making a claim. Indeed, making a claim is
often the moment of truth for many customers’ relationship with their
insurer: the more painful the process, the more likely customers are
to up and leave.”
Insurers just don’t get omnichannel customers
Scott Thompson
https://ibsintelligence.com/ibs-journal/ibs-news/insurers-just-dont-get-omnichannel-customers/
9. Une journéedans les souliers de votreclient
externe
Consumers are expecting that this technology exists and companies
that are not embracing the omnichannel experience are going to be
offering a reduced customer experience.
When I walk in to anyplace that is supporting omnichannel, I just want
to pick up my product without having to worry what happens on the
back end
Omnichannel: Buzzword Or What’s Next In Retail
http://www.pymnts.com/in-depth/2014/omnichannel-buzzword-or-whats-next-in-retail/
10. Une journéedans les souliers de votreclient
externe
Consumers are expecting that this technology exists and companies
that are not embracing the omnichannel experience are going to be
offering a reduced customer experience.
When I walk in to anyplace that is supporting omnichannel, I just want
to pick up my product without having to worry what happens on the
back end
Omnichannel: Buzzword Or What’s Next In Retail
http://www.pymnts.com/in-depth/2014/omnichannel-buzzword-or-whats-next-in-retail/
12. Balisage de processus:
pourinitierle changementde paradigme
Le balisage est une recherche structurée d'information externe au
sujet d'un processus spécifique qu'on veut rendre plus efficient afin de
trouver des moyens concrets pour améliorer un produit ou un service
et se classer parmi les meilleurs.
Mouvement québécois de la qualité
https://www.qualite.qc.ca/centre-des-connaissances/fiches-outils-detaillees/balisage-des-processus
13. Balisage de processus:
pourinitierle changementde paradigme
Le balisage est une recherche structurée d'information externe au
sujet d'un processus spécifique qu'on veut rendre plus efficient afin
de trouver des moyens concrets pour améliorer un produit ou un
service et se classer parmi les meilleurs.
Mouvement québécois de la qualité
https://www.qualite.qc.ca/centre-des-connaissances/fiches-outils-detaillees/balisage-des-processus
14. Balisage de processus:
pourinitierle changementde paradigme
Best practitioners aim not just to improve the existing journey but to
expand it.
Ultimately, the goal is to identify new sources of value for both the
company and consumers.
Competing on Customer Journeys
David C. Edelman & Marc Singer
https://hbr.org/2015/11/competing-on-customer-journeys
15. Balisage de processus:
pourinitierle changementde paradigme
Best practitioners aim not just to improve the existing journey but to
expand it.
Ultimately, the goal is to identify new sources of value for both the
company and consumers.
Competing on Customer Journeys
David C. Edelman & Marc Singer
https://hbr.org/2015/11/competing-on-customer-journeys
16. pourinitierle changementde paradigme
One of the first things that retailers said they wanted out of omni-
channel was to be able to “present one face to the customer”. Great.
But what does that face look like?
They are focused on aligning channels and technology so that
whatever brand promise is made, the retailer will someday be
positioned to execute on it.
Who Owns the Customer Experience in Retail?
Nikki Baird
https://www.rsrresearch.com/2014/03/25/who-owns-the-customer-experience-in-retail/
17. pourinitierle changementde paradigme
One of the first things that retailers said they wanted out of omni-
channel was to be able to “present one face to the customer”. Great.
But what does that face look like?
They are focused on aligning channels and technology so that
whatever brand promise is made, the retailer will someday be
positioned to execute on it.
Who Owns the Customer Experience in Retail?
Nikki Baird
https://www.rsrresearch.com/2014/03/25/who-owns-the-customer-experience-in-retail/
18. pourinitierle changementde paradigme
“The life insurance sector is set for fundamental transformation,
brought about by technological advancements and new digital data
analytic techniques,” stated Swiss Re’s research report which was
produced by Kirova and her team.
“The impact will span the entire insurance value chain from product
development and underwriting through to distribution, services and
claims. To date, the sector has been slow to adopt new technologies,
but this is changing.”
Digitization is seen as industry saviour
Will Ashworth
http://www.lifehealthpro.ca/news/digitization-is-seen-as-industry-saviour-201772.aspx
19. pourinitierle changementde paradigme
“The life insurance sector is set for fundamental transformation,
brought about by technological advancements and new digital data
analytic techniques,” stated Swiss Re’s research report which was
produced by Kirova and her team.
“The impact will span the entire insurance value chain from product
development and underwriting through to distribution, services and
claims. To date, the sector has been slow to adopt new technologies,
but this is changing.”
Digitization is seen as industry saviour
Will Ashworth
http://www.lifehealthpro.ca/news/digitization-is-seen-as-industry-saviour-201772.aspx
20. pourinitierle changementde paradigme
“For me a fundamental change in these industries is to shift to a retail
consumer mindset,” says Aviva’s Brem.
“If I think of the nomenclature of financial services, even on digital you
are filling out a form. The button says ‘apply’. When do I apply for
something from Amazon? This notion of a form, of applying, of a quote
or of acceptance is entirely outmoded.”
How UK insurers are embracing digtal innovation with mobile apps, gamification and customer
data analytics
Scott Carey
http://www.computerworlduk.com/it-vendors/how-uk-insurance-industry-is-embracing-digital-
innovation-3637605/
21. pourinitierle changementde paradigme
“For me a fundamental change in these industries is to shift to a retail
consumer mindset,” says Aviva’s Brem.
“If I think of the nomenclature of financial services, even on digital you
are filling out a form. The button says ‘apply’. When do I apply for
something from Amazon? This notion of a form, of applying, of a
quote or of acceptance is entirely outmoded.”
How UK insurers are embracing digtal innovation with mobile apps, gamification and customer
data analytics
Scott Carey
http://www.computerworlduk.com/it-vendors/how-uk-insurance-industry-is-embracing-digital-
innovation-3637605/
22. pourinitierle changementde paradigme
"Oscar is primarily a consumer experience company," says
Noah Lang, the CEO of a startup called Stride Health, which
helps its users find health insurance.
"They also do a much better job at marketing ancillary benefits
like gym discounts, while other carriers with similar benefits have
failed so hard at this."
Warning: Trying To Disrupt Health Insurance May Cause Headaches
Chritina Farr
http://www.fastcompany.com/3055700/warning-trying-to-disrupt-health-insurance-may-cause-
headaches
23. pourinitierle changementde paradigme
"Oscar is primarily a consumer experience company," says
Noah Lang, the CEO of a startup called Stride Health, which
helps its users find health insurance.
"They also do a much better job at marketing ancillary benefits
like gym discounts, while other carriers with similar benefits
have failed so hard at this."
Warning: Trying To Disrupt Health Insurance May Cause Headaches
Chritina Farr
http://www.fastcompany.com/3055700/warning-trying-to-disrupt-health-insurance-may-cause-
headaches
24. pourinitierle changementde paradigme
Le succès de Jumia en Côte d’Ivoire, comme dans les 10 autres pays,
repose fortement sur l’agilité dont l’entreprise fait preuve pour
s’adapter aux réalités locales. Ainsi, loin de copier et d’imposer le
modèle traditionnel occidental du commerce en ligne, Jumia s’est
approprié les différences culturelles pour offrir un service adéquat à sa
clientèle. Le paiement en espèces à la livraison arrive en tête de ces
adaptations.
E-commerce et Jumia, la success-story de Lagos à Abidjan
Magathe Ngokana
http://www.info-afrique.com/e-commerce-jumia/
25. pourinitierle changementde paradigme
Le succès de Jumia en Côte d’Ivoire, comme dans les 10 autres pays,
repose fortement sur l’agilité dont l’entreprise fait preuve pour
s’adapter aux réalités locales. Ainsi, loin de copier et d’imposer le
modèle traditionnel occidental du commerce en ligne, Jumia s’est
approprié les différences culturelles pour offrir un service adéquat à sa
clientèle. Le paiement en espèces à la livraison arrive en tête de ces
adaptations.
E-commerce et Jumia, la success-story de Lagos à Abidjan
Magathe Ngokana
http://www.info-afrique.com/e-commerce-jumia/
26. pourinitierle changementde paradigme
"People only go onto government websites once or twice a year to
find out a particular thing," he said.
"So people shouldn't spend time relearning how to use it. The core of
all our work is focusing on user need."
UK government's redesigned website has been named the Design of the Year
http://www.dezeen.com/2013/04/16/gov-uk-government-website-wins-designs-of-the-year-2013/
27. pourinitierle changementde paradigme
"People only go onto government websites once or twice a year to
find out a particular thing," he said.
"So people shouldn't spend time relearning how to use it. The core of
all our work is focusing on user need."
UK government's redesigned website has been named the Design of the Year
http://www.dezeen.com/2013/04/16/gov-uk-government-website-wins-designs-of-the-year-2013/
29. Processusbouten bout :
du multicanal vers l'omnicanal
L’évolution des SI est souvent gérée en silos. Chacun est chargé de
tester « sa » partie, avec « ses » environnements et « ses » jeux de
test. Ce fonctionnement qui ne facilite pas la valeur ajoutée apportée
par le « bout en bout » est de plus en plus remis en cause par les
nouveaux besoins du marketing multicanal. Le test de « bout en bout »
est transverse. Il nécessite que les différentes entités concernées
travaillent ensemble pour définir les cas de test transverses et mettre
au point les scénarios et jeux de données associés.
« Bout en bout » : le test ultime des processus métiers
Serge Lega
https://parolesdexperts.gfi.fr/index.php/bout-en-bout-test-ultime-processus-metiers/
30. Processusbouten bout :
du multicanal vers l'omnicanal
L’évolution des SI est souvent gérée en silos. Chacun est chargé de
tester « sa » partie, avec « ses » environnements et « ses » jeux de
test. Ce fonctionnement qui ne facilite pas la valeur ajoutée apportée
par le « bout en bout » est de plus en plus remis en cause par les
nouveaux besoins du marketing multicanal. Le test de « bout en bout »
est transverse. Il nécessite que les différentes entités concernées
travaillent ensemble pour définir les cas de test transverses et mettre
au point les scénarios et jeux de données associés.
« Bout en bout » : le test ultime des processus métiers
Serge Lega
https://parolesdexperts.gfi.fr/index.php/bout-en-bout-test-ultime-processus-metiers/
31. multicanal vers l'omnicanal- 2003
Many people think that omni-channel started in 2007, with the
introduction of the iPhone. But actually, for retail, the iPhone
introduction was a non-event. I mean, sure, retailers scrambled to
figure out what it would mean for them, etc., etc., but in the end, in
2007, the net impact of the iPhone on shopping behavior was zero.
It was too soon to tell.
You can’t be omni-channel without also being customer-centric
The History of Omni-Channel, Part One
Nikki Baird
https://www.rsrresearch.com/2015/01/27/the-history-of-omni-channel-part-one/
32. multicanal vers l'omnicanal- 2003
Many people think that omni-channel started in 2007, with the
introduction of the iPhone. But actually, for retail, the iPhone
introduction was a non-event. I mean, sure, retailers scrambled to
figure out what it would mean for them, etc., etc., but in the end, in
2007, the net impact of the iPhone on shopping behavior was zero.
It was too soon to tell.
You can’t be omni-channel without also being customer-centric
The History of Omni-Channel, Part One
Nikki Baird
https://www.rsrresearch.com/2015/01/27/the-history-of-omni-channel-part-one/
33. multicanal vers l'omnicanal- 2007
For some countries, it has taken the entry of Amazon into their market
to wake retailers up to what eCommerce can really mean to their
business.
For others, market leaders saw what was happening in other countries
and took the initiative to invest in the eCommerce side of the business
before Amazon came in and stole their lunch.
History of Omni-Channel Part II: The Tipping Point
Nikki Baird
https://www.rsrresearch.com/2015/02/10/history-of-omni-channel-part-ii-the-tipping-point/
34. multicanal vers l'omnicanal- 2007
For some countries, it has taken the entry of Amazon into their
market to wake retailers up to what eCommerce can really mean to
their business.
For others, market leaders saw what was happening in other countries
and took the initiative to invest in the eCommerce side of the business
before Amazon came in and stole their lunch.
History of Omni-Channel Part II: The Tipping Point
Nikki Baird
https://www.rsrresearch.com/2015/02/10/history-of-omni-channel-part-ii-the-tipping-point/
35. multicanal vers l'omnicanal- 2009
As retailers were getting their arms around what a consumer needed
to buy with confidence online, it suddenly became clear that we were
reaching a point as an industry where consumers would actually be at
a disadvantage if they started their shopping journey in stores instead
of online.
History Of Omni-Channel Part III: The Store Is In Trouble
Nikki Baird
https://www.rsrresearch.com/2015/02/17/history-of-omni-channel-part-3-the-store-is-in-trouble/
36. multicanal vers l'omnicanal- 2009
As retailers were getting their arms around what a consumer needed
to buy with confidence online, it suddenly became clear that we were
reaching a point as an industry where consumers would actually be at
a disadvantage if they started their shopping journey in stores
instead of online.
History Of Omni-Channel Part III: The Store Is In Trouble
Nikki Baird
https://www.rsrresearch.com/2015/02/17/history-of-omni-channel-part-3-the-store-is-in-trouble/
37. multicanal vers l'omnicanal- 2009
The shift in consumer decision making means that marketers need to
adjust their spending and to view the change not as a loss of power
over consumers but as an opportunity to be in the right place at the
right time, giving them the information and support they need to
make the right decisions.
The consumer decision journey
David Court, Dave Elzinga, Susan Mulder, and Ole Jørgen Vetvik
http://www.mckinsey.com/insights/marketing_sales/the_consumer_decision_journey
38. multicanal vers l'omnicanal- 2009
The shift in consumer decision making means that marketers need to
adjust their spending and to view the change not as a loss of power
over consumers but as an opportunity to be in the right place at the
right time, giving them the information and support they need to
make the right decisions.
The consumer decision journey
David Court, Dave Elzinga, Susan Mulder, and Ole Jørgen Vetvik
http://www.mckinsey.com/insights/marketing_sales/the_consumer_decision_journey
39. multicanal vers l'omnicanal- 2013
A 2013 article in Huffington Post attributed the rise of omnichannel to
the increase of smartphones. Shoppers with smartphones are
showrooming, or using their mobile devices to research competitive
pricing while in a store and purchasing a cheaper option later on a
laptop or tablet.
A Brief History of Omnichannel Marketing
Savannah Louie
http://www.nectarom.com/brief-history-omnichannel-marketing/
40. multicanal vers l'omnicanal- 2013
A 2013 article in Huffington Post attributed the rise of omnichannel to
the increase of smartphones. Shoppers with smartphones are
showrooming, or using their mobile devices to research competitive
pricing while in a store and purchasing a cheaper option later on a
laptop or tablet.
A Brief History of Omnichannel Marketing
Savannah Louie
http://www.nectarom.com/brief-history-omnichannel-marketing/
41. multicanal vers l'omnicanal- 2016
All of our digital interactions can become synchronized into a
continuous and ambient digital experience that preserves our
experience across traditional boundaries of devices, time and space.
The experience blends physical, virtual and electronic environments,
and uses real-time contextual information as the ambient environment
changes or as the user moves from one place to another.
Top 10 Technology Trends for 2016 - Ambient User Experience
David W. Cearley
http://www.forbes.com/sites/gartnergroup/2016/01/15/top-10-technology-trends-for-
2016/#1b70b9c75ae94a3e242e5ae9
42. multicanal vers l'omnicanal- 2016
All of our digital interactions can become synchronized into a
continuous and ambient digital experience that preserves our
experience across traditional boundaries of devices, time and space.
The experience blends physical, virtual and electronic environments,
and uses real-time contextual information as the ambient environment
changes or as the user moves from one place to another.
Top 10 Technology Trends for 2016 - Ambient User Experience
David W. Cearley
http://www.forbes.com/sites/gartnergroup/2016/01/15/top-10-technology-trends-for-
2016/#1b70b9c75ae94a3e242e5ae9
43. multicanal vers l'omnicanal- 2016
Nous avons tendance à vouloir que tout le monde utilise les nouvelles
technologies, dont le commerce électronique. Mais certains
consommateurs ne sont pas rendus là et ne le seront peut-être jamais.
Il faut simplement le comprendre et l’accepter
Commerce en ligne: encore beaucoup de progrès à réaliser
Anaïs Brasier
http://www.infopresse.com/article/2016/4/5/lionel-pardin-le-commerce-en-ligne-n-est-pas-encore-
si-evolue-que-ca
44. multicanal vers l'omnicanal- 2016
Nous avons tendance à vouloir que tout le monde utilise les nouvelles
technologies, dont le commerce électronique. Mais certains
consommateurs ne sont pas rendus là et ne le seront peut-être jamais.
Il faut simplement le comprendre et l’accepter
Commerce en ligne: encore beaucoup de progrès à réaliser
Anaïs Brasier
http://www.infopresse.com/article/2016/4/5/lionel-pardin-le-commerce-en-ligne-n-est-pas-encore-
si-evolue-que-ca
46. Structure organisationnelle:
le client externe en tant que partie prenante
Competing on Customer Journeys
David C. Edelman & Marc Singer
https://hbr.org/2015/11/competing-on-customer-journeys
47. le client externe en tant que partie prenante
Retailers should create an omni-channel leadership team that is
appropriate for their business; they will need to balance the desire to
have buy-in from multiple functions with the ability to be agile and
move quickly. One size does not fit all organizations
Customer Desires Vs. Retailer Capabilities: Minding The OmniChannel Commerce Gap,
Forrester Research
https://www.sap.com/bin/sapcom/en_us/downloadasset.2014-05-may-29-15.customer-desires-vs-
retailer-capabilities-minding-the-omni-channel-commerce-gap-pdf.bypassReg.html
48. le client externe en tant que partie prenante
Retailers should create an omni-channel leadership team that is
appropriate for their business; they will need to balance the desire to
have buy-in from multiple functions with the ability to be agile and
move quickly. One size does not fit all organizations
Customer Desires Vs. Retailer Capabilities: Minding The OmniChannel Commerce Gap,
Forrester Research
https://www.sap.com/bin/sapcom/en_us/downloadasset.2014-05-may-29-15.customer-desires-vs-
retailer-capabilities-minding-the-omni-channel-commerce-gap-pdf.bypassReg.html
49. le client externe en tant que partie prenante
In this new environment, the CMO and the CIO must collaborate
closely. But executive-level cooperation isn’t enough; a supporting
organizational structure is also needed.
Marketing might not understand how to fully leverage what IT can
offer, and IT might not understand how to accurately translate
marketing requirements into technical capabilities.
The Rise of the Chief Marketing Technologist
Scott Brinker & Laura McLellan
https://hbr.org/2014/07/the-rise-of-the-chief-marketing-technologist
50. le client externe en tant que partie prenante
In this new environment, the CMO and the CIO must collaborate
closely. But executive-level cooperation isn’t enough; a supporting
organizational structure is also needed.
Marketing might not understand how to fully leverage what IT can
offer, and IT might not understand how to accurately translate
marketing requirements into technical capabilities.
The Rise of the Chief Marketing Technologist
Scott Brinker & Laura McLellan
https://hbr.org/2014/07/the-rise-of-the-chief-marketing-technologist
51. le client externe en tant que partie prenante
More and more CIOs find themselves reporting to CMOs, as CIOs slide
down the corporate ladder.
The tech savvy consumer may use a half-dozen smart devices
throughout the day: phone, tablet, PC, laptop, television, maybe
wearables. Marketers must not only find and identify a consumer
across these devices but deliver a seamless experience.
CIO-to-CMO Transition of Power Is Becoming a Reality
Tom Kaneshige
http://www.cio.com/article/2825086/cio-role/is-the-cio-cmo-transition-of-power-becoming-a-
reality.html
52. le client externe en tant que partie prenante
More and more CIOs find themselves reporting to CMOs, as CIOs
slide down the corporate ladder.
The tech savvy consumer may use a half-dozen smart devices
throughout the day: phone, tablet, PC, laptop, television, maybe
wearables. Marketers must not only find and identify a consumer
across these devices but deliver a seamless experience.
CIO-to-CMO Transition of Power Is Becoming a Reality
Tom Kaneshige
http://www.cio.com/article/2825086/cio-role/is-the-cio-cmo-transition-of-power-becoming-a-
reality.html
53. opportunité?
“Technology, however, enables retailers to connect their online and in-
store experiences to create and enhance the unified shopping
experience. Retailers should infuse it into every area of their
operations,” he said.
“Don’t just invest in technology though – ensure it’s operationalized
via training and incentives! The more information that can be analyzed
and processed, the more personalized and tailored a retailer can make
their shopping experience whether that’s in-store or online.”
Top performers emphasizing expansion and digital improvement: report
Forrest Cardamenis
http://www.luxurydaily.com/top-performers-emphasizing-expansion-and-technological-
improvement-report/
54. opportunité?
“Technology, however, enables retailers to connect their online and in-
store experiences to create and enhance the unified shopping
experience. Retailers should infuse it into every area of their
operations,” he said.
“Don’t just invest in technology though – ensure it’s operationalized
via training and incentives! The more information that can be analyzed
and processed, the more personalized and tailored a retailer can make
their shopping experience whether that’s in-store or online.”
Top performers emphasizing expansion and digital improvement: report
Forrest Cardamenis
http://www.luxurydaily.com/top-performers-emphasizing-expansion-and-technological-
improvement-report/