how to improve customer experience & retention: why data integration is a game changer

WHY DATA INTEGRATION IS A GAME CHANGER

VIRTUAL LOGISTICS INC.

IMPROVE CUSTOMER EXPERIENCE & RETENTION:

Wednesday, September 30, 2015 | 15:15 – 15:45 | UK eCommerce Expo | The Olympia, London, England

Virtual Logistics Inc. 3190 Ridgeway Dr., Unit 35 | Mississauga, ON, L5L 5S8, Canada 905-814-1790 | www.virtuallogistics.ca | blog.virtuallogistics.ca

THE SHIFTING RETAIL LANDSCAPE

B2B & B2C Are Merging - Omni-Channel

So What is Omni-Channel? “Unlike stores of today that are single-mindedly focused on keeping sales in-house, stores of the future will position themselves as true omni-channel hubs, serving customers through multiple channels of fulfillment, which will ultimately include their vendors and competitors – yes, even their competitors. Attribution for these sales will matter less than delivering the powerful shopping experience responsible for generating them, regardless of how, when or through whom they occur.” -Doug Stephens, RetailProphet.com & Author of The Retail Revival

http://www.retailprophet.com/uncategorized/the-future-of-retail-is-the-end-of-wholesale/

B2B & B2C: Omni Trends

As consumers everywhere become more and more digitally savvy, B2B companies are facing pressure to meet these expectations with "B2C-like" experiences.

Source: https://www-304.ibm.com/connections/blogs/commerce_gc/?lang=en_us

Gutting of the Mall – North America

Download the full infographic at www.virtuallogistics.ca

LAYING A PROPER FOUNDATION FOR YOUR CUSTOMER

EXPERIENCE

How Many Map the Customer Experience?

Mapping Out the Experience – Let’s Get Real

Mapping Out the Experience – Best Practices Best Practice #1: Define what your brand represents and how you want to interact online and offline. Best Practice #2: Map out the experience and the supply chain touch points with the focus being on how data moves and what data is required to satisfy the brand experience you want to create. Best Practice #3: Plan for scalability. Best Practice #4: Invest in technology that can grow with you. You need to think about how you scale.

Mapping Out the Experience – Applications


Mapping Out the Experience – Future Thinking


Mapping Out the Experience – Integration Implications

What Happens When You Start to Scale

Connecting It All Together – Map It Out

Hub-And-Spoke Model - The Central Point of Truth

Integrating Data– Best Practices

Best Practice #1: Look at Data holistically and not from a silo perspective. Best Practice #2: Map out how data moves and what data is required to satisfy the applications you are looking at using. Best Practice #3: Look for APIs – SOAP and REST based. Flexibility is key. Best Practice #4: Don’t get fooled by hype cycle trends – Shopping Carts are NOT ERPs.

CASE STUDIES

How back-end omni-channel data integration has had a direct effect on business’ front-end customer experience and customer retention.

Aran Sweater Market – A Yarn of a Tale

Even The Big Guys Get It Wrong

Key Take Aways – Best Practices

Best Practice #1: Define what you represent. Why, What and the How. Best Practice #2: Plan for Flexibility and Scalability. Manual processes will always kill you. Best Practice #3: Have a central point of data truth. Move data in flows that create your experience. Expect the unexpected. Best Practice #4: Don’t get caught by hype cycle trends – Shopping Carts are NOT ERPs.

So Who Is VL ?

Who We Are OUR VISION To be the leader in customized data integration solutions for growing omni-channel businesses.

OUR MISSION We look to transform data while connecting business through our service and solutions, putting our customers first. VL will change the way you think about data integration.

How VL is Positioned to Help You

•We are Integration Experts – 21+ Years of Integrating Applications Across Multiple Verticals with Differing Integration Strategies from Enterprise to SMB/SME.

•Multi Vertical Experience; B&M Retail, Ecommerce, Grocery, Logistics, Healthcare Procurement.

•Integration Experience with 40+ Applications. We Have Seen the Good, The Bad and The Really Ugly.

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SEE WHAT VL CAN DO FOR YOUR BUSINESS:

COME BY AND CHAT WITH VL AT STAND 217


Thank You – Questions?

how to improve customer experience & retention: why data integration is a game changer

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