3 Essentials for Omni-channel Commerce
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The document discusses three essentials for omni-channel commerce: gain insights, engage, and fulfill. It argues that companies need visibility into customer behavior to deliver personalized experiences, align actions to business objectives, and understand cross-channel behavior. It also stresses the importance of engagement through optimized brand experiences across channels and mobile-optimized stores/apps. Finally, it addresses the need for flexible fulfillment options and streamlined order execution to eliminate barriers between channels.
3 Essentials for Omni-channel Commerce
- 1. Watson Customer Engagement Gain Insight. Engage. Fulfill. 3 Essentials for Omni-channel Commerce 1/19/20173 Essentials for Omni-channel Commerce1
- 2. Watson Customer Engagement v The Goal2 The pace of commerce is ever accelerating… so how can companies 1/19/2017 Anticipate trends? Stay ahead of competitors? Exceed customer expectations?
- 3. Watson Customer Engagement 1/19/2017The Essentials3 The Essentials Gain Insights Engage Fulfill
- 4. Watson Customer Engagement 1/19/2017Momentology Study, Patrick Hong, 20144 Visibility into your customer’s behavior and preferences to deliver a personalized shopping experience. Align behavioral-based actions to your business objectives. Understand cross-channel behavior & intent to anticipate trends & behavior. Maintain an evolving, ongoing dialogue with customers over time. 70% of consumers want more personalized shopping experiences. Gain Insights
- 5. Watson Customer Engagement 1/19/2017 IBM IBV Study, 2014 „Greater Expectations, Consumers are asking for tomorrow, today.“5 Create and manage brand experiences optimized for each shopping channel. Engage shoppers in context with location-based services and mobile notifications. Deliver content and offers optimized for mobile devices. Deepen customer engagement with mobile-optimized stores and apps. Engage 83% of consumers are more likely to do business with brands that allow them to control where, when and how they interact.
- 6. Watson Customer Engagement 1/19/20176 Leverage your store network to help customers with flexible fulfillment options across all channels. 60% of shoppers say being able to see whether or not an item is in stock before going to the store is important in the selection of a retailer. Eliminate channel barriers to better utilize inventory and serve customers. Fulfill Establish best fulfillment options by linking inventory with demand to pinpoint the delivery window. Streamline Execution with a single view of all orders and inventory across the entire fulfillment network. IBM IBV Study, 2014 „Greater Expectations, Consumers are asking for tomorrow, today.“
- 7. Watson Customer Engagement v The Answer7 The Answer IBM’s Omni-channel Commerce Solutions enable your business to: 1/19/2017 Drive the customer experience with flexible fulfillment and order orchestration. Develop a better understanding of customer behavior and intent. Deliver mobile-optimized experience and content.
- 8. Watson Customer Engagement Watch the demo Can you seamlessly deliver the ultimate commerce experience across all channels? 1/19/2017Watch the demo8