How to provide customers with a consistent shopping experience across all touch points
Buyers use multiple touch points or channels to interact with your business – such as print catalogues, call centres, the Internet, and mobile devices. Also, they use these touch points interchangeably – one day researching information online, the next making a purchase in a brick-and-mortar store. To remain competitive in today’s business world, organizations must adapt to these changing customer behaviours, and deliver an agile experience across all touch points. Not doing so runs the risk of losing customers or missing new revenue opportunities. Kees de Vos will discuss:
- How to present consistent product information across all touch points so that customers are delighted, while making administration easier for business and IT managers
- How to integrate data from multiple channels with a one-stop shop for all products and services, featuring simple purchasing and reordering processes and self-service to increase conversions
- How retailers have successfully created agile commerce environments, including examples from Adidas, Reebok, Toys ‘R’ Us, and more
About the speakers
Kees de Vos, VP Business Consulting, hybris software
Kees joined hybris in August 2010 as director of business consulting. He is responsible for driving clients’ multichannel success and helping to communicate the hybris vision to the market. Kees has 10 years of experience advising on and implementing multichannel retail systems worldwide. He has worked for more than 50 retailers, brands, and manufacturers including global brands such as Argos, Tesco, Boots, Woolworths Australia, and Wal-Mart. Before joining hybris, Kees was a director at Javelin Group, a leading multichannel retail consultancy. Previously, he was e-commerce principal at Salmon, one of the U.K.’s leading multichannel system integrators.
