Only one click away from the big market places
The trend towards a platform economy continues relentlessly. According to Statista, sales in Germany in 2019 amounted to around 65,738 million euros and, according to the forecast, will reach a national market volume of 92,226 million euros in 2023. In the meantime, the stationary trade has recognized the necessity of the multi-channel strategy as a competitive advantage and is endeavoring to make optimum use of the networking of the various sales channels.
New buying habits, state-of-the-art technologies and the digital dominance of the major online players such as Amazon, Alibaba or eBay, require new ways of thinking and approaches from customers. The modern customer tries to reach his shopping goals in the shortest possible time. Retail therefore needs agile, digital business models that are characterized by innovative ideas and perfectly fitting IT landscapes. The dimensions of change are so blatant that we are already talking about customer experiences and no longer about purchasing processes. Customer Experience Management (CEM) and the question of the optimal points of contact on the customer journey puts the customer at the absolute center of attention on his journey.
The smart online shops in the digital age are practical and fast, the search for products and services is easy, the purchasing processes are individualized and the payment systems are digitalized. Thanks to large data collections and dedicated data processing, they offer precisely tailored products that are individually tailored to the customer.
Mobile payments via smartphone or app and integrated bonus systems offer the customer absolute shopping convenience. The adventure of online shopping takes on a whole new dimension with AR and VR (Augmented Reality and Virtual Reality) as well as the voice-controlled service (Chatbots – Voice Commerce). RPA (Robotic-Process-Automation) and AI controlled CRM systems will soon be part of online shopping, like the delivery of our goods by drones or the use of CR-3D printers, which print the ordered goods in real time.
In addition, agile processes are based on improved working models, which have a positive influence on employee satisfaction. Gallup’s “Engagement Index 2018” has shown that the result of agile processes is almost always lower fluctuation rates and an increase in productivity through greater commitment and motivation of your employees. Retailers who ignore this development will not be able to benefit from competitive advantages in the long term. The digital transformation is already on the next level.
ML based CRM
Augmented & Virtual Reality
Trends in E-Commerce