No doubt - the customer is omni-channel! Why? To maximize efficiency! For convenience Because I want what I want when I want it For faster (& more or less) service – self determined For price compare/validation To obtain complete and trusted information To get product recommendations & personalized offers To be treated as the unique shopper I am 3
5 Year Omni-Channel Retail Technology Roadmap Customer Engagement 5 Year Horizon Speed Reliabilit y Resiliency Engagement Innovation Now Orchestrated Fulfillment Optimized Fulfillment Dynamic Fulfillment Mobile Enablement Interactive Store Immersive Commerce Data-Driven Marketing Contextual Marketing Interactive Marketing Optimized Assortments Dynamic Assortments Localized Assortment s $4B- $8B $2B- $4B <$2B Investment Processes Watchwords: Relationship Reciprocity Relevance Watchwords: Relationship Reciprocity Relevance Value of Transformation
Workloads G R O W ! 6 Skyrocketing e- and m-commerce Data explosion Virtualized corporate applications Cloud services Backup of data from distributed network of sites (stores, datacenters, HQ) Video and rich media everywhere Voice over IP systems, where the traffic is time sensitive and requires the appropriate quality of service Remote system administration Emerging Internet of Things (IoT)
Example: Enterprise Mobility Comes at a Price Mobility comes at a price: Mobile Apps Mobile Security Device Management and Support Infrastructure Mobility comes at a price: Mobile Apps Mobile Security Device Management and Support Infrastructure 16
Differentiators that win deals Agile, Integrated Product Offering Homogenous, service oriented omni-channel capabilities Omni-channel accelerators for rapid time to market Easy to implement, adapt and extend Lower migration costs guarantee future proof investment Choice in deployment models including cloud Managed services Financing Broad selection of partners to work with (1000s of trained experts, 100s of partners)
Creating Resiliency: Adapting to Feedback from Positive and Negative Events Documenting best practices and task- specific expertise Connecting the workforce with critical resources to report on adverse events and resolve pain points Simplifying access to successful workflows and practices Driving process standardization, integration, and consistent policies to reduce complexity Recognizing successful outcomes; predicting situations that contribute to profitable customer relationships Analyzing trends to prevent persistent disruptions and fraud in advance or in real-time Providing a platform to elevate employee (or task-related) success and creating a learning organization Gathering resources and expertise to speed corrective actions Mitigating Risk Adapting or responding to negative incidents Enabling Reward Incorporating positive outcomes into future work Resiliency: Adapting to changing circumstances Enabling Reward Minimizing Risk
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