Omni-channel was a key theme discussed at IBM Amplify 2016. Meeting customer expectations for a consistent brand experience across channels and providing seamless fulfillment across online and brick-and-mortar channels is important for customer loyalty and spend. Industry leaders emphasized the need for integrated order management and inventory visibility across all sales channels to enable a quality omni-channel experience.

1. What We Heard about
fulfillment
at IBM Amplify 2016
Amplify
outthink
2016
ordinary

2. At Amplify 2016
one trend was certain:
Omni-channel is the new black

3. Omni-channel was a key
theme at IBM Amplify 2016.
In one presentation with industry thought leaders,
the high service expectation levels of customers were illustrated
in terms of when they interact with a brand:
(Source: IBV U.S. Consumer Study; IBM; Q27)
consider it important to deliver a
consistent brand experience
across all points of interaction
81%
expect a positive overall
experience regardless of the
combination of channels
92%

5. Brands can only benefit from
meeting the demands and
expectations of customers:
The more channels a retailer offers, the more channels a customer shops.
The more channels a customer shops, the more loyal the customer is
Multi-channel shoppers are 15% more likely to recommend a retailer than
single-channel customers
The average spend of three-channel consumers is more than 2X
that of single-channel shoppers
60% of surveyed consumers indicate that when choosing a store, the ability to find
out if an item is in stock before going to the store is important to them (IBV 2015)
One thing was made clear at Amplify, Omni-channel is blurring the distinction
between digital and brick-and-mortar in terms of driving business value.

6. The more channels,
the more spend,
the longer the relationship.

7. ‘Bricks and Clicks’ -
Omni-channel shopping needs to be seamless and frictionless
Pretty front ends online and on mobile are useless without
back-end technology and supply chain excellence
You have to manage the whole business as a single entity, not as
competing channels
Digital-driven innovation matters in a world being changed by technology.
Order Management is the critical component to omni-channel success
Customers told their stories
At Amplify, a leading European retailer shared 4 key insights:
1
2
3
4

9. Tips from industry thought
leaders at Amplify:
Provide a comprehensive solution to manage and monitor order fulfillment,
optimize inventory
Leverage all sources of inventory with reliable promising to the customer
Allow one order for all products and services
Enable consistent and reliable real-time visibility in all channels
A best-in-class omni-channel foundation will:
Facilitate purchasing from any channel, fulfilling from any source and
returning to any location

11. Customers told their stories
The ideal solution will also help you go to market quickly with new innovations.
Another leading European retailer shared that IBM Commerce has helped them:
Provide the agility to bring changes to the website every 2-4 weeks
Develop a completely new concept and release to market in 7 weeks
on average
Introduce a stock locator capability for consumers in 12 weeks

12. It’s clear.
These days, customers expect more.
Will you deliver?
Find out more.