For the world’s retailers, the journey towards omni-channel is unstoppable. A consistent customer experience across channels enabling customers to buy what they want, when they want it with completely streamlined and error-free processes—simply hasn’t happened yet.
While it is very difficult to determine how long it will take to arrive at the “omni-channel dream,” it is possible to identify specific points, or milestones, along the journey. And here are three that we consider to be particularly important.
2. 4 |
Consumer Expectations
Retailer Reality
Consistency across channels
Buy what I want, when I want, where I want
Acquire and return when I want, where I want
Complex processes
Error free
Easy
Error prone
Human intervention
Margin erosion
ProblemsStock balance
Site capacity
Delivering the promise
BI evolueert naar IBO
Voorheen traditioneel onderscheid ‘transacties’ (bv ERP) en ‘inzichten’ (bv BI), nu wordt inzicht integraal onderdeel van operatien. Dit vereist andere capabilities, een nieuwe generatie BI.
(van rapportage, verslaglegging en verantwoording naar operationele sturing)
Mogelijke cases:
DBS (ook link naar risks, van intern gericht naar combineren data extern en intern om klanten beter van dienst te zijn, predictive/anticipating)
Externe data benutten tbv klanten
Predictive/anticipating, forward-looking (fast data in motion, all things are connected so doesn’t make sense to report backwards)
Actionable & alerting
Link naar risks
Link naar processes
Continuous improvement