This document discusses omni-channel experiences and the evolution of business models from traditional to omni-channel. It defines key concepts like points of interaction, fulfillment, and return which allow customers to engage with a business across physical and digital channels in a seamless way. It provides examples of companies that offer omni-channel experiences and notes that omni-channel shoppers spend 50% more than single channel shoppers. The document emphasizes the importance of integrating online and mobile channels with existing retail channels to provide customers a unified experience and access to all business information.

1. Omni-Channel
Mintu Butani (04)

5. http://www.tcs.com/resources/white_papers/Pages/Unified-‐View-‐Customer-‐Experience.aspx
Solidarity by Michele Pinna, Truck by Lemon, cart by James Wilson, Magnifying Glass by Lloyd Humphreys, Binoculars by Gregor Črešnar from the Noun Project
Newspaper
display
advertising
Web
portals
Blog
Webstore
Web
search
engines
Store
Comparis
on sites
Social
Media
Online
auctions
Webstore
Webstore
Store
Packstations
Call
Center
Traditinal
Customer
Lifecycle
Digital
Customer
Lifecycle
Awareness
Fulfilment
Purchase
Loyalty
Research

6. Traditional OmnichannelE-Commerce Mulitchannel
‣ Customers shop at
bricks and mortar
stores
‣ Customers shop
online via e-
commerce websites
‣ Customers shop via
multiple channels
‣ Customers engage
anywhere via
integrated, seamless
experiences
BusinessModel Evolution
6
The New Landscape
Customers expect omnichannel experiences

8. Example……
Disney
Bank of America
Starbucks
Vip.com (ecommerce marketplace in china )
Oasis (U.K. fashion retailer)
Orvis ( sporting goods retailer )

9. Omni-channel
shoppers spend 50%more than
single channel shoppers

14. (Key Performance Indicator)

20. Point of
Interaction
Point of Return
Point of
Fulfillment
POI and POF mapping - Great Start
Omni Channel Supply Chain Strategy
Maximizing profitability requires intelligent, automated
decision-making based on real-time visibility into:
Inventory, orders and events, & constrain-based planning

21. Key Concepts: POIs, POFs and PORs
(1) Points of
Interaction (POIs):
Physical or digital
locations from which
orders can be placed.
(2) Points of
Fulfillment (POFs):
Locations from which
a customer order can
be shipped/ fulfilled.
(3) Points of Return
(PORs): Physical or
digital locations from
which a customer can
return all or part of an
order.
Points of Interaction
(POIs)
Points of Return
(PORs)
Points of Fulfillment
(POFs)
Source: SCDigest

22. Reinventing Retail

24. Be close to your customers
through all the channels

29. Integrate Online Channels, Mobile Channels,
and Social Media Channels with your existing
retail channels to create value
Advantages

30. Shopping should be an experience

31. Provide customers with access to all the information
and data that you have

34. Thank you…