ELEMENTS OF AN OMNI-CHANNEL CUSTOMER EXPERIENCE

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "ELEMENTS OF AN OMNI-CHANNEL CUSTOMER EXPERIENCE"

Transcription

1 ELEMENTS OF AN OMNI-CHANNEL CUSTOMER EXPERIENCE Michael Nason GESAKY INTERACTIVE, INVENT DCU, GLASNEVIN, DUBLIN 7, IRELAND

2 ELEMENTS OF AN OMNI CHANNEL CUSTOMER EXPERIENCE From strategic alliances to integrated product opportunities The communication climate for retailers and consumers is in a tailspin. Consumers are now able to access information 24/7 and are demanding a multitude of options as they gravitate towards a dizzying array of new devices, interactive channels and communications methods. Providing an efficient and profitable Omni-channel customer experience is now the new standard for sustainable success. Successful retailers have, down through the years reinvented how they do business because they have always kept the consumer at the heart of what they are doing. They don t do consumer surveys for the sake of ticking that box they see such engagements across all consumer demographics as vital to future-proofing business strategy. Consumers across all sectors now require service when, where and how they want it. Successful retailers have, down through the years re-invented how they do business because they have always kept the consumer at the heart of what they do. Copyright All rights reserved 1

3 SUPPLY CHAIN STRATEGIC ALLIANCES The challenge to re-invent has become so intense that we have examples of BIG brands, who technically compete directly for the consumers share of wallet, are now coming together to enhance the Omni-channel customer experience for each other. In the UK, ebay have struck a deal with Argos whereby its customers will be able to collect their purchases from Argos stores in one of the biggest-ever link-ups between an online and high street retailer. The new "click and collect" trial will be rolled out across 150 of Argos's most-successful stores. Businesses that sell through the ebay website will be involved in the scheme and, if successful, it is hoped it could be rolled out across the country. With increasing numbers of customers keen to use "click and collect" services, ebay is hoping to challenge its bigger rival Amazon's dominance. However, orders through the new ebay service will take at least one day to process, unlike Argos products, which can be collected in a matter of minutes following an online order. This move by ebay has been prompted by the positive response of Amazon customers to the company's provision of lockers at key locations, including rail stations and near busy offices, where orders can be collected, avoiding the need to wait in for deliveries or pick them up at sorting offices. Copyright All rights reserved 2

4 INNOVATIVE, INTEGRATED PRODUCT OPPORTUNITIES Tesco, despite the challenges it has had of late, as it has grown its business internationally, is another great example of a retailer who is always looking outside the box in terms of delivering on the customer experience. Tesco, the world's third-biggest retailer, has entered Britain's intensely competitive tablet market with a low-priced own-brand product that it hopes will boost online shopping and drive sales of its digital entertainment content. Tesco recognised that a quarter of Britain s households own a tablet computer. Tesco recognised an opportunity to arm many of its customers with an easy to use and cheaper tablet. In the UK Tesco reaches 20million customers every week, so they were uniquely positioned to open up the tablet market. The Hudl tablet device has quick access to Tesco's online shopping and banking sites, as well as its blinkbox movies and TV on demand service, Clubcard TV, music streaming and e-book services. To make it easier and cheaper for its loyal shoppers, Tesco customers could utilise a scheme that doubles the value of their Clubcard loyalty vouchers, effectively enabling them to buy the Hudl for 60 pounds. 35,000 Hudl tablets were sold in the first 2 days. It goes without saying that such a move fits neatly for an organisation that understands how to do things that are good for business and for building long-term relationships via Omnichannel with consumers. Copyright All rights reserved 3

5 So what can we learn from these types of examples in the context of making the Omnichannel customer experiences real? Here are a few steps that every organization should consider: Provide as many multi-channel options as possible. Mobile communications are changing consumer behaviour and preference so today s consumers expect to engage via whatever channel suits them. By understanding your customer s contact preferences and providing the multi-choice contact options they demand, this will go a long way towards building enduring customer relationships. Deliver consistent experiences across each and every channels. We all fundamentally know that happy customers are good customers. The key to keeping them happy? Consistency. As customers engage brands across an ever-expanding spectrum of channels, touch points and networks, studies show that the organizations that deliver consistent, informed, and integrated service experiences will earn their loyalty. Enable customers to use multiple channels during a single interaction. Customers expect consistent, seamless and informed interactions across all channels. They also expect to be able to start an interaction using one type of channel and complete it using another without having to restart the conversation. Customer Service Representatives have to have a full view and context of prior customer interactions across all supported communication channels, to be able to personalize a response in the most efficient way. Many customer service frustrations arise from customers having to repeat themselves multiple times to multiple people. It is not enough to just offer multiple channels for customer service interactions. Today s consumers are demanding a consistent customer experience across any channel and any engagement with seamless transition of those interactions. Customers are demanding an Omni-channel experience. Are you ready to deliver? Copyright All rights reserved 4

Omni-Channel Retailing By James Rowell james.rowell@buckingham.ac.uk

Omni-Channel Retailing By James Rowell james.rowell@buckingham.ac.uk Omni-Channel Retailing By James Rowell james.rowell@buckingham.ac.uk Abstract Since the advent of the internet, shopping has been a key component in its commercial use and usefulness. Products and services

More information

Retail Supply Chain Reboot: Agilely Facing the Unknown. by Mirko Martich

Retail Supply Chain Reboot: Agilely Facing the Unknown. by Mirko Martich Retail Supply Chain Reboot: Agilely Facing the Unknown by Mirko Martich Are retailers winning the customer experience battle but losing the profitably war? As more companies increase their investments

More information

The Role of Mobile in Retail Commerce. June 2013

The Role of Mobile in Retail Commerce. June 2013 The Role of Mobile in Retail Commerce June 2013 Page 1 Overview Since June 2010, edigitalresearch and Portaltech Reply have been tracking the growth and development of smartphone devices in mobile and

More information

THE OMNICHANNEL CONSUMER

THE OMNICHANNEL CONSUMER THE OMNICHANNEL CONSUMER KEY FINDINGS FROM THE DELOITTE REPORT THE OMNICHANNEL OPPORTUNITY TO HELP RETAILERS UNLOCK THE POWER OF THE CONNECTED CONSUMER INTRODUCTION The internet and mobile devices have

More information

Fashion & trends in online retailing. A new catwalk for fashion brands. tradedoubler.com

Fashion & trends in online retailing. A new catwalk for fashion brands. tradedoubler.com Fashion & trends in online retailing A new catwalk for fashion brands tradedoubler.com Consumers are reinventing the way that they experience and buy fashion; brands that refuse to adapt to new channels

More information

EPoS and Ecommerce Solutions for Independent Retailers

EPoS and Ecommerce Solutions for Independent Retailers EPoS and Ecommerce Solutions for Independent Retailers The future of independent retail is multi-channel. Successful independent retailers will need to have a real time, single view of customers, stock

More information

Mobile Consumers. & You. How to use mobile to your advantage. tradedoubler.com

Mobile Consumers. & You. How to use mobile to your advantage. tradedoubler.com Mobile Consumers & You How to use mobile to your advantage Driving value from the mobile consumer In the age of the smartphone, brands and retailers cannot succeed without persuading mobile researchers

More information

HOW THEY ARE SHOPPING NOW

HOW THEY ARE SHOPPING NOW HOW THEY ARE SHOPPING NOW Current trends and challenges in digital retailing An NCR white paper Are you ready for today s retailing? It s not just about what consumers want to buy. It s about how they

More information

Digital Commerce in Retail: Supporting a Common Mobile Customer Journey RETAILER SURVEY - CONDUCTED NOVEMBER 2014

Digital Commerce in Retail: Supporting a Common Mobile Customer Journey RETAILER SURVEY - CONDUCTED NOVEMBER 2014 Digital Commerce in Retail: Supporting a Common Mobile Customer Journey RETAILER SURVEY - CONDUCTED NOVEMBER 2014 Digital Commerce in Retail: Supporting a Common Mobile Customer Journey CONTENTS 1. Background

More information

MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT

MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT AT A GLANCE 2015 is the Year of the socalled Millennial (18-34 year olds)

More information

People, payments and the future report

People, payments and the future report People, payments and the future report % % % of online smartphone users comment about their experience on social media of people say contactless payments are quick and efficient of shoppers use a loyalty

More information

THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing

THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing WHITEPAPER 2015 CitiXsys. All Rights Reserved. Page: 1 PREFACE The world is constantly evolving and so are the habits of people

More information

Buy anywhere, Fulfill anywhere

Buy anywhere, Fulfill anywhere Buy anywhere, Fulfill anywhere Considerations for Omni-Channel Retail Supply Chain David Hogg, Commerce Solutions Leader Europe October 15 th, 2014 1 1 Customer demands are driving supply chain developments

More information

Pascal Clausse. Vice President Global Retail Amer Sports. Shopping experience: evolution ou Revolution?

Pascal Clausse. Vice President Global Retail Amer Sports. Shopping experience: evolution ou Revolution? Pascal Clausse Vice President Global Retail Amer Sports Shopping experience: evolution ou Revolution? History of the shopping experience Retail 1.0 Retail 2.0 Retail 3.0 SUPPLYERS RETAILERS CONSUMERS Digital

More information

Guide from ShopperVista Channel Focus Online Channel. www.shoppervista.igd.com shopper@igd.com +44 (0) 1923 851 956 @igdshoppernews

Guide from ShopperVista Channel Focus Online Channel. www.shoppervista.igd.com shopper@igd.com +44 (0) 1923 851 956 @igdshoppernews Guide from ShopperVista Channel Focus Online Channel www.shoppervista.igd.com shopper@igd.com +44 (0) 1923 851 956 @igdshoppernews Hello and welcome This guide is from IGD s ShopperVista Channel Focus

More information

Creating the customer experience

Creating the customer experience Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services

More information

Developing a mobile strategy. How to make the most of new online opportunities

Developing a mobile strategy. How to make the most of new online opportunities Developing a mobile strategy How to make the most of new online opportunities Contents 3 Executive summary 4 The mobile opportunity 5 A strategic approach 7 Mobile transactions 9 Key takeouts 10 About

More information

Rethinking Retail Series:

Rethinking Retail Series: IN Rethinking Retail Series: Reinventing the store shelf edge in the age of omni-channel shopping STORE E SL Product $4.99 Reinventing the store shelf edge in the age of omni-channel shopping The meteoric

More information

The Power of Omnichannel Personalization

The Power of Omnichannel Personalization 1 The Power of Omnichannel Personalization Introduction The omnichannel consumer has arrived. In addition to websites, people can connect through smartphones, tablets, emails, social networks, and contact

More information

Omni-Channel Crimsonwing White Paper. August 2014

Omni-Channel Crimsonwing White Paper. August 2014 Omni-Channel Crimsonwing White Paper August 2014 1 Contents 03 Introduction 04 What is Omni-Channel Retail? 05 Challenging Pure-Play retailers 06 Examples of Omni-Channel Success 07 Omni-Channel is more

More information

Future Trends in Retail Marketing: 2015 Event report SPOTLIGHT. Thursday 18th September 2014. Powered by

Future Trends in Retail Marketing: 2015 Event report SPOTLIGHT. Thursday 18th September 2014. Powered by SPOTLIGHT Future Trends in Retail Marketing: 2015 Event report Thursday 18th September 2014 Powered by London s Century Club was the unique venue for the latest Tag Spotlight forum. After our successful

More information

RBTE: Big themes from Europe s biggest Retail show

RBTE: Big themes from Europe s biggest Retail show RBTE: Big themes from Europe s biggest Retail show The Pierhouse team joined thousands of visitors, retailers and exhibitors at the Retail Business Technology Expo in London to discuss the challenges and

More information

DELIVERING SERVICE DIFFERENTIATION THROUGH CUSTOMER EXPERIENCE. Delivering service differentiation through customer experience

DELIVERING SERVICE DIFFERENTIATION THROUGH CUSTOMER EXPERIENCE. Delivering service differentiation through customer experience Delivering service differentiation through customer experience CHASE RESPONSE MAY 2010 The marketplace Companies are facing an increasingly competitive landscape where the battle for market share and changing

More information

The omnichannel customer service gap. November 2013

The omnichannel customer service gap. November 2013 The omnichannel customer service gap November 2013 Executive Summary The rapid growth of digital over the past ten years has created an environment where consumers are more in control and brand savvy than

More information

New Software Strategies for Omnichannel Order Fulfillment

New Software Strategies for Omnichannel Order Fulfillment New Software Strategies for Omnichannel Order Fulfillment Presented by: Sponsored by: Greg Cronin & Nyle Morris 2014 MHI Copyright claimed as to audiovisual works of seminar sessions and sound recordings

More information

Changing trends in multichannel shopping and browsing preferences. October 2013

Changing trends in multichannel shopping and browsing preferences. October 2013 Changing trends in multichannel shopping and browsing preferences October 2013 Page 1 Overview Since June 2010, edigitalresearch and Portaltech Reply have been tracking the changes in multichannel shopping

More information

Fujitsu in Retail Federico Riboldi Business Program Manager Fujitsu Italy 9 Ottobre 2014

Fujitsu in Retail Federico Riboldi Business Program Manager Fujitsu Italy 9 Ottobre 2014 Connected Retail. Fujitsu in Retail Federico Riboldi Business Program Manager Fujitsu Italy 9 Ottobre 2014 0 2014 FUJITSU Retail is evolving fast Yesterday Today Tomorrow Convenience Store Online Crowd

More information

The Express Route to Multi-Channel ecommerce Success

The Express Route to Multi-Channel ecommerce Success The Express Route to Multi-Channel ecommerce Success.co.uk The Express Route to Multi-Channel ecommerce Success 2 About SellerExpress SellerExpress helps retailers of all sizes sell across multiple ecommerce

More information

Experian Cross Channel Marketing Platform. Managing campaigns and reaching consumers in real time

Experian Cross Channel Marketing Platform. Managing campaigns and reaching consumers in real time Experian Cross Channel Marketing Platform Managing campaigns and reaching consumers in real time The relationship between brands and customers has fundamentally changed. Whereas once there was equilibrium

More information

Retail Industry Executive Survey

Retail Industry Executive Survey Retail Industry Executive Survey Executive Summary By working closely with hundreds of our retail customers over the past decade, TimeTrade has witnessed a dramatic transformation of the consumer-seller

More information

Smarter Service: The Contact Center of the Future

Smarter Service: The Contact Center of the Future Smarter Service: The Contact Center of the Future Contents 2 The Contact Center of the Future 4 Out with the Old 6 In with the New 8 The Lowest TCO with Cloud-Based Contact Center Solutions 10 Oracle RightNow

More information

Fresh Connections: Netherlands

Fresh Connections: Netherlands Fresh Connections: Netherlands The Future of Retail: Trends to Watch in Global E-commerce Gaurav Sawhney April 29, 2015 Presentation: PMA 2015 Appeasing Grocery Shoppers Achieving omni- channel or what

More information

Winning in Retail in the next decade. Turn Showroomers and Digital Shoppers into Omnichannel advocates

Winning in Retail in the next decade. Turn Showroomers and Digital Shoppers into Omnichannel advocates Winning in Retail in the next decade Turn Showroomers and Digital Shoppers into Omnichannel advocates The Digital Shopper Profile Price-conscious, showrooming, real-time, all time Millennials and Other

More information

It s about Customer Experience not Customer Service. By Phil Gerbyshak

It s about Customer Experience not Customer Service. By Phil Gerbyshak It s about Customer Experience not Customer Service By Phil Gerbyshak As companies have improved processes and gained greater efficiencies, one key area has suffered: customer experience. Customer experience

More information

The cross-channel insight imperative

The cross-channel insight imperative The cross-channel insight imperative Why today s hyper-connected consumer means having a crosschannel consumer classification is more important than ever. An Experian Marketing Services white paper A changing

More information

Can good data deliver a be er customer experience? Discussion Paper

Can good data deliver a be er customer experience? Discussion Paper Can good data deliver a be er customer experience? Discussion Paper Contents Introduction 1. 2. 3. 4. 5. Human customer service channels Does inaccurate data mean long waiting times and customer drop-offs?

More information

The Tablet Evolution 2013

The Tablet Evolution 2013 The Tablet Evolution Bite Sized Thought Piece 2013 The tablet has come a long way since its mainstream launch in 2010 and ownership now stands at one in four households in Great Britain (Ipsos MediaCT

More information

A CHASE PAYMENTECH WHITE PAPER. Uncovering Five Myths About M-Commerce

A CHASE PAYMENTECH WHITE PAPER. Uncovering Five Myths About M-Commerce A CHASE PAYMENTECH WHITE PAPER Uncovering Five Myths About M-Commerce If there is a single subject that dominates online retailing right now, it is m-commerce and it is not hard to see why. Sales of smartphones

More information

Worldpay All rights reserved. The Store of the Future and the Role of Omni-Channel Payments in Driving Business Growth

Worldpay All rights reserved. The Store of the Future and the Role of Omni-Channel Payments in Driving Business Growth The Store of the Future and the Role of Omni-Channel Payments in Driving Business Growth Consumers think of shopping as one experience, whether online, in-store or on a mobile device, and so must businesses.

More information

From online to store, from store to online. Are you managing

From online to store, from store to online. Are you managing From online to store, from store to online. Are you managing the gap in omnichannel marketing? How do you know which marketing methods are effective? Foreward Customer engagement and brand loyalty are

More information

Leading business advisers. The Voice of the Irish Personal Lines Insurance Customer Getting the right combination

Leading business advisers. The Voice of the Irish Personal Lines Insurance Customer Getting the right combination Leading business advisers The Voice of the Irish Personal Lines Insurance Customer Getting the right combination Contents Partner introduction....3 Key observations....4 Market challenges...6 About the

More information

Understand how PPC can help you achieve your marketing objectives at every stage of the sales funnel.

Understand how PPC can help you achieve your marketing objectives at every stage of the sales funnel. 1 Understand how PPC can help you achieve your marketing objectives at every stage of the sales funnel. 2 WHO IS THIS GUIDE FOR? This guide is written for marketers who want to get more from their digital

More information

OAKLIN INSIGHTS. Successful Omni-Channel Retail

OAKLIN INSIGHTS. Successful Omni-Channel Retail OAKLIN INSIGHTS Successful Omni-Channel Retail SUCCESSFUL OMNI-CHANNEL RETAIL 1 Copyright Oaklin Ltd 2016. All rights reserved. Anyone following trends in the retail industry will be aware that retailers

More information

Guide To Increasing Online Sales - The Back (Office Story)

Guide To Increasing Online Sales - The Back (Office Story) Guide To Increasing Online Sales - The Back (Office Story) 4 Ways Your Inventory & Order Management Solution Plays A Pivotal Role The one sustainable competitive advantage you have to drive more online

More information

Omni-Channel Shoppers: An Emerging Retail Reality

Omni-Channel Shoppers: An Emerging Retail Reality Omni-Channel Shoppers: An Emerging Retail Reality Retail marketing is changing. Today, success means connecting with your most important customer: the omni-channel shopper. Here we detail the three ways

More information

RAKUTEN ATTRIBUTION MEASURING THE MODERN SHOPPER RAKUTEN ATTRIBUTION

RAKUTEN ATTRIBUTION MEASURING THE MODERN SHOPPER RAKUTEN ATTRIBUTION RAKUTEN MARKETING Measuring the Modern Shopper Measuring the Modern Shopper Introduction Modern retailing is developing fast and the lines between online and offline are increasingly blurred. We have come

More information

WHAT YOU D KNOW IF WE COULD TALK TO YOU

WHAT YOU D KNOW IF WE COULD TALK TO YOU PRESENTS DATA DRIVEN BRAND MARKETING PART TWO YOUR DEFINITIVE GUIDE TO FINDING THE CHANNELS THAT DRIVE THE BEST RESPONSE WHAT YOU D KNOW IF WE COULD TALK TO YOU 1. Building Value on Existing Segmentations

More information

Future Trends in ecommerce

Future Trends in ecommerce Future Trends in ecommerce Tom Bond, PHP Genie 22nd August 2013 - Port80 Summer Localhost www.phpgenie.co.uk Welcome Tom Bond Partnerships Manager tom@phpgenie.co.uk PHP Genie British web development experts

More information

Brand Benefits. How Cause Related Marketing impacts on brand equity, consumer behaviour and the bottom line

Brand Benefits. How Cause Related Marketing impacts on brand equity, consumer behaviour and the bottom line Brand Benefits How Cause Related Marketing impacts on brand equity, consumer behaviour and the bottom line The case for Cause Related Marketing Over the last decade, Cause Related Marketing (CRM) has

More information

Thought Leadership White Paper. Omni-channel transforms retail transactions

Thought Leadership White Paper. Omni-channel transforms retail transactions Thought Leadership White Paper Omni-channel transforms retail transactions Omni-channel transforms retail transactions Many consumers today cross channels inherently, often back and forth without even

More information

Customer-first digital marketing

Customer-first digital marketing The retail marketing agency for premium brands Customer-first digital marketing Putting customer insight at the heart of your digital strategy to make smarter decisions and increase ROI Introduction More

More information

Client focused. Results driven. Ciber Retail Solutions

Client focused. Results driven. Ciber Retail Solutions Client focused. Results driven. Ciber Retail Solutions Multi-Channel Retailing Retailers are confronted by a downturn in consumer spending, ever-tighter margins, emerging shopping patterns, empowered consumers

More information

BANKING ON WILL BIG DATA TRANSFORM THE CUSTOMER EXPERIENCE? A Retail Banking perspective

BANKING ON WILL BIG DATA TRANSFORM THE CUSTOMER EXPERIENCE? A Retail Banking perspective BANKING ON WILL BIG DATA TRANSFORM THE CUSTOMER EXPERIENCE? A Retail Banking perspective Big data provides an opportunity to deliver exceptional customer experiences and competitive advantage in an industry

More information

Does your website work for the multi-screen UK consumer? March 2014

Does your website work for the multi-screen UK consumer? March 2014 Does your website work for the multi-screen UK consumer? March 2014 The connected customer uses multiple devices Today s customer uses multiple devices to search for, research and buy products. To take

More information

Towards omnichannel maturity

Towards omnichannel maturity Towards omnichannel maturity A study of UK retailing in 2015 Executive summary l 2 INTRODUCING OUR RESEARCH PARTNERS ABOUT OSF GLOBAL SERVICES For over a decade, OSF Global Services has established itself

More information

The Shopatron Omni-Channel Playbook

The Shopatron Omni-Channel Playbook The Shopatron Omni-Channel Playbook The Shopatron Omni-Channel Playbook ecommerce, like football, is all about strategy. The plays you choose and your execution decide whether or not you win the game.

More information

India Online Retail Market Forecast & Opportunities 2016

India Online Retail Market Forecast & Opportunities 2016 Brochure More information from http://www.researchandmarkets.com/reports/2103346/ India Online Retail Market Forecast & Opportunities 2016 Description: Many players were trying to revamp the structure

More information

Boosting Loyalty And Customer Engagement In The Cloud

Boosting Loyalty And Customer Engagement In The Cloud Boosting Loyalty And Customer Engagement In The Cloud Combining The Strengths Of salesforce.com Social Clienteling And Fujitsu In-Store Systems Integration Today s consumers are in control of their retail

More information

Fujitsu in rail ticketing Getting you on the right track to business growth

Fujitsu in rail ticketing Getting you on the right track to business growth Fujitsu in rail ticketing Getting you on the right track to business growth To be the best, partner with the best As rail companies increasingly compete with car and air travel for passengers, it is vital

More information

The Connected RetAil Experience. Empowering Employees, Reinventing Customer Interactions

The Connected RetAil Experience. Empowering Employees, Reinventing Customer Interactions The Connected RetAil Experience Empowering Employees, Reinventing Customer Interactions Retail will change more over the next five years than the last 50 years. Source: Operating Seamlessly: Integrating

More information

Lisa Byfield-Green Senior Retail Analyst, Online & Digital. 25 November 2015

Lisa Byfield-Green Senior Retail Analyst, Online & Digital. 25 November 2015 Lisa Byfield-Green Senior Retail Analyst, Online & Digital 25 November 2015 Today s presentation UK channel overview Drivers of growth Future trends Winning strategies for retailers / suppliers Source:

More information

Evolving From Contact Center to Engagement Center

Evolving From Contact Center to Engagement Center Evolving From Contact Center to Engagement Center Steve Kraus Senior Director, Product Marketing PEGASYSTEMS Today s digitally empowered customers are more demanding than ever. They expect a quick, accurate

More information

Key Questions to Ask When Choosing an EPoS System

Key Questions to Ask When Choosing an EPoS System Key Questions to Ask When Choosing an EPoS System Contents Will the EPoS system grow with you? Will it integrate with an ecommerce website? How can it help you manage your stock? Are training, support

More information

STUDY. Rethinking Retail. Insights from consumers and retailers into an omni-channel shopping experience

STUDY. Rethinking Retail. Insights from consumers and retailers into an omni-channel shopping experience STUDY Rethinking Retail Insights from consumers and retailers into an omni-channel shopping experience The growth and maturity of digital channels have steadily increased the expectations of the consumers,

More information

Customer Experience as the Final Retail Frontier:

Customer Experience as the Final Retail Frontier: Customer Experience as the Final Retail Frontier: Mitigating Price Factors By Delivering What Consumers Really Want in the In-store and Online Experience By: Mark Marone, PhD Developing the 21st century

More information

e-commerce: A Guide for Small and Medium Enterprises HOW MID-SIZED COMPANIES CAN MAXIMISE THEIR ONLINE OPPORTUNITIES

e-commerce: A Guide for Small and Medium Enterprises HOW MID-SIZED COMPANIES CAN MAXIMISE THEIR ONLINE OPPORTUNITIES e-commerce: A Guide for Small and Medium Enterprises HOW MID-SIZED COMPANIES CAN MAXIMISE THEIR ONLINE OPPORTUNITIES 1 The Online Opportunity Given the UK Government s recently announced plans to get 12.5

More information

Location Analytics for. Marketing A Knowledge Brief

Location Analytics for. Marketing A Knowledge Brief Location Analytics for Marketing A Knowledge Brief Improving Customer Insight and Intimacy with Location Analytics This use case details how Esri helps companies enhance the performance of marketing campaigns

More information

Loyalty to service provision: creating loyalty through the customer experience

Loyalty to service provision: creating loyalty through the customer experience Loyalty to service provision: creating loyalty through the customer experience WWW.SBS.OXFORD.EDU EDUCATING LEADERS FOR 800 YEARS Dr Richard Cuthbertson Research Director Oxford Institute of Retail Management

More information

Consumer trends in online shopping and shipping

Consumer trends in online shopping and shipping Consumer trends in online shopping and shipping What today s consumers in the US and Europe are buying online, and how businesses can position themselves to capture this international market Introduction

More information

We d also recommend you consult Chapters 4 in the Chaffey & Smith recommended text as well as Chapter 1 in Ryan & Jones recommended text.

We d also recommend you consult Chapters 4 in the Chaffey & Smith recommended text as well as Chapter 1 in Ryan & Jones recommended text. 1 Our focus for this session is on the customer and how their needs are changing in light of changing digital technologies. We ll look how the buying process can be impacted by digital technologies and

More information

What consumers want in 2015: multi-screen experiences, personalisation and social shopping

What consumers want in 2015: multi-screen experiences, personalisation and social shopping PRESS RELEASE What consumers want in 2015: multi-screen experiences, personalisation and social shopping - DigitasLBi s 2015 Connected Commerce study of retail trends reveals a significant rise in the

More information

Achieving Profitability In An Omni- Channel Fulfillment Model Executive Perspective

Achieving Profitability In An Omni- Channel Fulfillment Model Executive Perspective Achieving Profitability In An Omni- Channel Fulfillment Model Executive Perspective Brian Kilcourse, Managing Partner April, 2015 Sponsored By Synopsis Retailers can t afford to wait too long to get started

More information

December 2013 Copyright 2013 GSM Association

December 2013 Copyright 2013 GSM Association The Embedded SIM Whitepaper December 2013 Copyright 2013 GSM Association Abstract In the future, everyone and everything around us that might benefit from a wireless connection will, in fact, have one.

More information

The Dorchester Breakfast. Snowdon Tate Supply Chain Event

The Dorchester Breakfast. Snowdon Tate Supply Chain Event The Dorchester Breakfast Snowdon Tate Supply Chain Event Speakers Transcripts London October 2014 Neil Ashworth, CEO of Collect+ and Chair of the Chartered Institute of Logistics & Transport In any discussion

More information

The digital future for retail, hospitality and travel.

The digital future for retail, hospitality and travel. Digital transformation resets customer expectations. The digital future for retail, hospitality and travel. Technology is fundamentally changing how retail, hospitality and travel businesses operate. Businesses

More information

LIVE CHAT ANALYTICS & ROI Using analytics to measure the ROI of engagement

LIVE CHAT ANALYTICS & ROI Using analytics to measure the ROI of engagement Using analytics to measure the ROI of engagement Website analytics have evolved a lot since the humble Page View. No longer are decisions on new changes based on guesswork and intuition. Instead, you can

More information

CommBank Retail Insights. Edition 1

CommBank Retail Insights. Edition 1 CommBank Retail Insights 1 Contents Welcome 3 Key insights 5 State by state view 6 Online 7 Online retail gaining momentum 8 Transaction sizes up 9 Digital natives drive growth for now 10 Brand loyalty

More information

February 2014. Taking the total retail customer experience to the next level

February 2014. Taking the total retail customer experience to the next level February 2014 Taking the total retail customer experience to the next level Taking the total retail customer experience to the next level The face of retail is changing. While brick-and-mortar stores once

More information

2016 E-Commerce Packaging Preferences Survey

2016 E-Commerce Packaging Preferences Survey 2016 E-Commerce Packaging Survey Introduction E-commerce retailers have a myriad of places they could invest their money advertising, adding staff, product development. But what about an investment in

More information

RETAIL APP INSIGHTS. From Apadmi, the UK's leading mobile app developer

RETAIL APP INSIGHTS. From Apadmi, the UK's leading mobile app developer RETAIL APP INSIGHTS From Apadmi, the UK's leading mobile app developer 1 02 ONT NTS 05 09 12 16 36 The importance of an omni-channel strategy Q&A - Exploring the retail apps market: Insights from Jodi

More information

Increasing ecommerce ROI:

Increasing ecommerce ROI: Increasing ecommerce ROI: How a Sporting Goods Retailer Increased ROI with Amazon Webstore and Amazon Product Ads An Amazon Webstore Case Study With Amazon Webstore and Amazon Product Ads, we are reaching

More information

Enabling multi-channel retailers

Enabling multi-channel retailers Enabling multi-channel retailers European overview There is no question that European retailers have to respond to the rapid consumer adoption of digital technology, particularly given that internet adoption

More information

Insights on Mobile First, Omni-Channel, Personalization and Digital strategy

Insights on Mobile First, Omni-Channel, Personalization and Digital strategy 1. How do you go about creating and adopting a mobile first strategy? Insights on Mobile First, Omni-Channel, Personalization and Digital strategy For many what I've described may be called an omni-channel

More information

What's the Big Idea? Leveraging Consumer Trends & Insights

What's the Big Idea? Leveraging Consumer Trends & Insights What's the Big Idea? Leveraging Consumer Trends & Insights Pittsburgh AdFed Presentation September 19, 2013 www.campos.com What We ll Share Today Why trends are important 4 key consumer trends A selection

More information

Tesco Business Transformation Case Study

Tesco Business Transformation Case Study Tesco Business Transformation Case Study Who would have thought that the food retailer famous for the slogan Pile It High, Sell It Cheap launched by Jack Cohen on an East End market stall in 1919, would

More information

1 IMPROVING ITEM MANAGEMENT

1 IMPROVING ITEM MANAGEMENT 1 IMPROVING ITEM MANAGEMENT TO WIN IN OMNICHANNEL INFINITE RETAIL POWER TM TABLE OF CONTENTS The Impact of Omnichannel... 2 Item Management Has Always Been Important... 3 Today s Digital Consumers Demand

More information

Mobile Devices. & Behaviour. How devices and operating systems influence the mcommerce journey. tradedoubler.com

Mobile Devices. & Behaviour. How devices and operating systems influence the mcommerce journey. tradedoubler.com Mobile Devices & Behaviour How devices and operating systems influence the mcommerce journey Know your phone: the key to effective mobile commerce Mobile consumers are not created equal. If advertisers

More information

Exploding Online Sales Using an Effective Order Management System

Exploding Online Sales Using an Effective Order Management System Exploding Online Sales Using an Effective Order Management System The customer is always right. This is an old maxim, and maybe even a little cliché, but there s still some truth to it. While it may not

More information

Mark Scheme (Results) Summer 2014. Pearson Edexcel GCE In Applied Business (6925) Paper 01

Mark Scheme (Results) Summer 2014. Pearson Edexcel GCE In Applied Business (6925) Paper 01 Mark Scheme (Results) Summer 2014 Pearson Edexcel GCE In Applied Business (6925) Paper 01 Edexcel and BTEC Qualifications Edexcel and BTEC qualifications are awarded by Pearson, the UK s largest awarding

More information

Finance and Accounting outsourcing e-commerce solutions. Financial Solutions

Finance and Accounting outsourcing e-commerce solutions. Financial Solutions Finance and Accounting outsourcing e-commerce solutions Financial Solutions Supporting the future of e-commerce: success strategies for the trading world of tomorrow SOLUTIONS FOR YOUR INDUSTRY arvato

More information

Online Accounting Software CUSTOMER SERVICE GUIDE

Online Accounting Software CUSTOMER SERVICE GUIDE Online Accounting Software CUSTOMER SERVICE GUIDE Why you need to think about customer service Without customers you don t have a business it s as simple as that. Good customer service is absolutely essential

More information

THE PURSUIT OF HAPPINESS: THE ROAD TO CUSTOMER ADVOCACY

THE PURSUIT OF HAPPINESS: THE ROAD TO CUSTOMER ADVOCACY THE PURSUIT OF HAPPINESS: THE ROAD TO CUSTOMER ADVOCACY Welcome to a world in which shoppers aren t just disrupting your brand conversations; they re having them without involving you. Retailers are no

More information

Social media has CHANGED THE WORLD as we know it by connecting people, ideas and products across the globe.

Social media has CHANGED THE WORLD as we know it by connecting people, ideas and products across the globe. Social Media for Retailers: Six Social Media Marketing Tips to Drive Online Sales........................................................ 2 Social media has CHANGED THE WORLD as we know it by connecting

More information

Accenture 2013 Global Consumer Pulse Survey. Global & U.S. Key Findings

Accenture 2013 Global Consumer Pulse Survey. Global & U.S. Key Findings Accenture Global Consumer Pulse Survey Global & U.S. Key Findings Contents Executive Summary Overview of the Switching Economy Key Findings Methodology and Survey Sample Copyright Accenture All rights

More information

I V A N N I K K H O O

I V A N N I K K H O O I N T RODUCTION I V A N N I K K H O O 2 I N T RODUCTION I V A N N I K K H O O 3 W h a t i s E - C o m m e r c e? ˈēˌkämərs/ Noun: ecommerce commercial transactions conducted electronically on the Internet.

More information

Fact Sheet 2: Household Budgeting

Fact Sheet 2: Household Budgeting Fact Sheet 2: Household Budgeting Mapping and Gapping The first step in smart money management is to know what money you have coming in and going out. For a user-friendly tool for mapping your income and

More information

TOUGH CUSTOMERS What shoppers really want and what they really don t from their in-store experience

TOUGH CUSTOMERS What shoppers really want and what they really don t from their in-store experience TOUGH CUSTOMERS What shoppers really want and what they really don t from their in-store experience OVERVIEW You can t provide the best possible shopping experience and truly live up to the promise of

More information

INVESTIGATING THE CURRENT STATE OF PERFORMANCE MANAGEMENT IN THE CONTACT CENTRE

INVESTIGATING THE CURRENT STATE OF PERFORMANCE MANAGEMENT IN THE CONTACT CENTRE INVESTIGATING THE CURRENT STATE OF PERFORMANCE MANAGEMENT IN THE CONTACT CENTRE A mini whitepaper by Nexidia, based on findings from the 2013 Performance and Quality Management Survey An Industry with

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Finnish-Russian Chamber of Commerce Fredrik Bergström, Solution Manager Digital Commerce fredrik.bergstrom@tieto.com About me As Solution Manager I am responsible for customer

More information

ONLINE MARKETING. Benefits. A cost-effective way to talk to millions of customers

ONLINE MARKETING. Benefits. A cost-effective way to talk to millions of customers ONLINE MARKETING A cost-effective way to talk to millions of customers 67% of UK adults now go online to both research and purchase goods and services*. And with more online shoppers than any other major

More information