Every retailer is grappling with the challenge of creating a seamless omnichannel presence. While most understand that omnichannel is a necessity, it’s extremely difficult to build the proper architecture to gather, exchange, and draw insights from raw data.
Omnichannel is often narrowly viewed as a frontend strategy for reaching customers across various mediums, such as stores, PCs, mobile devices, and social media. What’s often overlooked is that fulfilling customer needs across multiple channels does not occur in a vacuum but, rather, has a major impact on backend retail operations and systems. Integrating data from multiple discrete channels is a big challenge that includes the operational nightmare of making sure customer satisfaction is not compromised. When it comes to inventory, most of a retailer’s current systems are taxed just keeping up with fulfilling inventory requests from multiple channels, creating a huge negative impact on the supply chain pipeline. And managing customer data from multiple sources presents yet another challenge. Retailers need to consider how best to identify and classify customers to ensure that they don’t miss opportunities to provide excellent customer service and reward loyal customers.
Kyu Cho and Sajid Mohamedy share the five elements that retailers must put in place to ensure a seamless ecommerce presence. Drawing on recent omnichannel implementations that go beyond a features-driven approach to use a holistic strategy, Kyu and Sajid explain how organizations can revolutionize POS systems by integrating them with their ecommerce platforms while enabling seamless inventory management and shed light on how to build an adaptable backend platform that successfully leverages order management, fulfillment, and responsive supply chain to enable a true omnichannel ecosystem and measurable financial gains for your business.
The elements include:
Kyu Cho is vice president at Nisum, where he currently leads its highly successful consulting services. As the practice leader, Kyu is responsible for setting strategy for operational excellence, building and strengthening customer relationships, and driving solution and services innovation in the retail industry. Previously, Kyu held leadership positions with Capgemini, EY, and CSC leading global-scale consulting projects. Born in Korea, Kyu holds a bachelor of business administration from James Madison University and an MBA from Emory University’s Goizueta Business School.
Sajid Mohamedy is head of strategy and operations at Nisum, where he works closely with retail and ecommerce clients to understand business objectives and outline how the right digital roadmap can help them achieve those targets. Sajid brings extensive experience in management consulting (from Ernst & Young and Mercer), a background in digital strategy, and success as an entrepreneur.
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