2. Innovation Business and IT are constantly innovating but not
always in sync with each other. Sometimes it is too early to
implement an IT innovation. For example, when RFID technology was
introduced in retail, initially it was too expensive to use on a
large scale. When an IT innovation matures, it can make an
immediate positive impact on solving a business need. When the IT
innovations are in sync with the Business Goals and applied
together, they result in elegant solutions that meet business
needs.
3. Needs of the Business from IT Focus on Demand Chain:
Customer Driven Operations rather than Supplier Driven
Operations.
4. Retail Customer Experience Management CEM Availability
Consistency Simplicity Efficiency
5. Availability A few companies in Asia are truly embracing the
ethos of omni-channel retail to Be everywhere Responsive websites
that work on computers, tablets, mobiles across platforms Selling
on social media platforms - Buy Now button in Twitter / Buy button
in Facebook The next generation will be shopping virtually using VR
headsets to walk through stores and complete transactions. Building
mobile apps for m-Commerce Residing in the customers mind space
without bombarding them with traditional forms of advertising
6. Availability Be everywhere Let customers shop from anywhere
at their convenience Gaming Consoles Physical StoreOnline Catalog
ComputersSocial Media Smartphones Websites Kiosks
7. CEM on tablets Mobile Apps Omni Channel POS CEM on
e-commerce engines CEM Integration with Social Media CEM CEM
Analytics Omni Channel Campaign Management CEM on email CEM on SMS
CEM with search engines ETPs VisionConsistency Loyalty Management
Feedback Systems
8. Simplicity What do customers really want? They are tired of
too much information. Quick and easy transactions Recognition and
rewards Value added services Keep it simple, because retail is
complex and so are its customers.
9. Efficiency The multiple systems used will need to talk to
each other seamlessly. Delivery lead time cannot be in weeks; it
needs to be in days and in some cases in hours In a country thats
spread out like Indonesia the capability to deliver from a local
store instead of a warehouse in Jakarta will greatly reduce
delivery timelines and transportation costs. Shared inventory
across channels. The facility to take the order in the store and
deliver from the warehouse would almost eliminate lost sales that
result from customer coming to the store and being unable to find
the right size for a product. Retailers need to provide the
local/neighbourhood feel to a global audience. Ecommerce portal
Warehousing system Stores
10. Efficiency Integrated environment Seamless working across
sales channels Product Global Social Flexibility Speed Service
Local 1-2-1 Expertise Rotation Speed Seamless Digital Brick &
Mortar Global Local
11. Copyright 2015 ETP Group. All rights reserved. Every year,
50,000 retail associates use ETP to serve 150,000,000 consumers,
selling USD 5,000,000,000 of merchandise. More than 300 brands in
20 countries, across 10 time-zones, in 200 cities, at 25,000+
stores, in 5 languages run on ETP. Australia, Bahrain, China, Hong
Kong, India, Indonesia, Iraq, Jordan, Kingdom of Saudi Arabia,
Kuwait, Malaysia, Oman, Qatar, Singapore, Sri Lanka, Thailand, The
Philippines, U.A.E., Uzbekistan and Yemen www.etpgroup.com
