8 business issues

Implementing an omnichannel strategy is nowadays a must for companies wishing to optimise their customer knowledge, their path, the management of their stocks but also the cohesion of their teams. How to carry out its omnichannel transformation? Click & Collect, Store to Web, Drive... how to combine physical and online contact points? What tools and solutions should be offered for a smooth and optimal customer experience?

The shop, a place for living, sharing and experiencing, is reinventing itself every day. Nothing will replace the place that physical retail occupies in the retail landscape. Project management, equipment, marketing: how do you design your point of sale? Make it visible? And how can it be digitalised to make it omnichannel?

Logistics is the last link in the distribution chain, yet it occupies a central and crossroads position within companies as new challenges and distribution schemes are imposed on retailers. Optimisation of goods flows, mechanisation of warehouses, urban logistics, CSR... how to accompany customers from the order of stocks to the last metre. How to be efficient, fast and flexible in order to meet consumers' delivery expectations?

Regulatory context, strong consumer expectations... Retailers have no choice but to commit to CSR! While the textile and high-tech sectors are offering new consumption and commitment alternatives (rental, second-hand, on-demand products, etc.), other sectors must move away from traditional trade and rethink their model. In this context, how to make the transition, set up responsible customer journeys but also equip themselves with solutions that allow speed and agility?

In recent years, the advent of e-commerce has led to an explosion of marketplaces. To cope with this phenomenon of platformisation, ten of the biggest players have developed their own. Range extension, better availability of items, increased sales, competitive markdowns... for many players the advantages are numerous. For retailers, many questions remain: how to integrate a Marketplace, which one to choose? Should they simply create our own?

New payment methods are now real tools for enriching the customer experience, building loyalty and providing a competitive advantage in retail. Fractional payments, fraud, diversification (mobile, Wallet...), technological innovations, data protection: how to operate a secure strategy, in line with consumers' expectations? Which partners to choose?

Today's consumers are no longer just looking for a product or service. They are looking for and want a pleasant, fluid and positive experience, both online and offline, which is also personalised and value-creating. How do you propose a Customer Centric strategy? NPS, CSAT... which indicators should be integrated to analyse the performance of the customer journey and offer a unique experience?

Collecting data and qualifying it to make a fine analysis in order to determine the needs and expectations of consumers is essential today. With its massification, retailers are moreover able to understand more easily the buying path of consumers on the different channels. Machine learning, Big data, AI... Which innovative solutions should be chosen to optimise governance, secure data and improve performance?