This document discusses Yvonne Kubbinga's views on ICT operations and customer service. Some key points include: - ICT plays a high dependency role in supply chain and store operations. - Future retail trends involve omni-channel shopping and seamless integration across online, mobile, and in-store experiences. - Perfect customer service is the baseline for success and involves easy to use, relevant, and consistent support. - Empowering service teams with the right tools and understanding of customers is important for delivering excellent service. - Performance analytics and simple management dashboards that provide real-time, relevant data are important for monitoring operations and addressing issues quickly. - Having friendly, knowledgeable people focused