Retail TouchPoints – November 25, 2016 lived up to its name for many retailers, signaling the start of holiday shopping and revenue generation. Unfortunately, for some unprepared retailers these results were disappointing.
Black Friday, along with its digital cousin Cyber Monday, signaled the official launch to holiday commerce and kicked off a season to be jolly for those retailers with a robust technology infrastructure. But it was a Blue Holiday Season for those who did not sufficiently invest in the infrastructure and processes that lay the foundation for a true omni-channel shopping experience.
This holistic and interconnected approach – unified commerce – is increasingly the conduit for delivering a seamless and consistent customer experience across all channels and touch points.
Unified commerce goes beyond omnichannel by enabling a single, holistic platform, combining in-store, mobile, e-Commerce and every other function throughout the enterprise. As such, it is quickly becoming the new retail imperative. While just 18% of retailers have implemented a unified commerce platform, another 57% plan to do so within three years.
Clearly, the presence (or absence) of unified commerce can make (or break) the customer experience – especially during the holiday season.
With the dust having settled from the holiday 2016, here are some insights into what retail CIOs and IT managers have on their wish lists for 2017…and beyond.
- Unified Commerce Environment
- Enhanced Mobile Capabilities
- Virtual POS
- Robust Network
Like water flowing out of a spigot, customer traffic – whether in-store, online or in-app – is a precious commodity that can pass through a business, never to return, if the resources aren’t there to capture it. Shoppers are in control, and their loyalty is only as strong as their next shopping experience.
Those retailers who remain slow in delivering a unified commerce experience will likely see the impact by the 2017 holiday shopping season – in the form of sluggish sales.
And those who are willing and able to effectively execute on omni-channel services are destined to have Happy Holidays, indeed.
Read Full Article: All CIOs Want For 2017…Is Unified Commerce