Point of View- The Changing Role of The Store: Is Your Workforce Ready?

Due to rapidly changing role of store on account of advent of disruptive digital technologies, retailers are contemplating or implementing store transformations and finding themselves in a tough spot to balance additional challenges associated with it. Such challenges get mitigated to a large extent with a dynamic and trained workforce. But, do retailers have a pool of such a workforce? This report takes an in-depth look at the changing role of stores and workforce and the difference that an empowered workforce can create. Download...

Deciphering the Customer’s Buying Journey

As bricks and clicks continue to converge, stores are experiencing new operational and customer experience challenges.  Retailers have to keep themselves fully apprised of customer’s brick and click behavior before, during and after the buying experience. Retailers must focus their store transformation efforts on strengthening operational and unified commerce capabilities in order to improve their understanding of customer buying journeys or path-to-purchase decision. Download this Point of View that illustrates the retailers’ need to have in-depth knowledge of customers’ buying behavior across devices, channels, products and categories in order to improve customer experience through personalization. Retailers must focus their store transformation efforts on strengthening operational and unified commerce capabilities. Download Full...

The Greatest Impact on Customer Experience is by Building a Key Operational Capability

Retailers must focus their business transformation efforts and limited IT budgets on strengthening operational capabilities which in turn would have a great impact on their customer experience strategy. Some of the must-dos include point-to-point fulfillment, inventory visibility and unified order management. The #1 omnichannel operational challenge that retailers have to overcome is to address the customer’s need for shipping-speed and velocity of orders. Same-day and next-day shipping is where most of the operational innovation will take place for these companies. This is especially true when it comes to the increased need for a robust order management and fulfillment infrastructure that enables ship from DC, supplier direct drop shipment, click and collect, smart locker shipment and ship from store. The relationships such as of a supplier, 3rd party fulfillment partners and on-demand fulfillment services partner are also going to be crucial for first-time right orders and on-time order delivery. Legacy enterprise resource planning (ERP), point-of-service (POS) and warehouse management systems (WMS) cause significant delays in upgrading unified distributed order management visibility, accuracy and execution. While retailers will have to continue to invest in upgrading their omnichannel supply chain for order visibility and agility such as integrated DCs, cross-dock, split order and other related processes, the role played by stores will become even more critical in months and years to come. EKN’s 3rd Annual Stores Benchmark report indicates that 8 in 10 retailers anticipate an increase in fulfillment of online orders from store. Additionally, 32% of retailers are going to offer same-day shipping in the next 12 months, totaling close to 75% by the end of 2016. Stores need to be spruced up...

Engaging Connected Consumers through Location Insights

Retailers can no longer be left in the dark about consumer shopping habits in the store. The most successful retailers will be the ones that have intimate relationships with their customers, especially those that are typically harder to track in-store throughout the purchase cycle. Download this whitepaper that illustrates how a store’s existing Wi-Fi data and insights can help monitor in-store customers and define the specific areas of the store, staffing focus and merchandise that keep these customers returning. Download Full...