Research by Forrester shows that Customer Experience (CX) leaders are more resilient in times of crisis. In today’s covid-19 pandemic, brick-and-mortar retailers are struggling whilst omnichannel retailers are showing resilience. However, the retail marketing evolution does not stop with simply becoming an omnichannel retailer. Retailers should strive to unify all channels running them from the same back-end solution.
A unified commerce platform breaks down silos across a business, eliminating the need to use multiple systems. Marketing channels are brought together and connected in real time, giving retailers a complete view of their entire operation, as well as of every instance their customers interact with them. Besides the improved efficiency, a unified commerce platform will result in a much richer experience for the customer.
Elevating the customer experience was the focus of KPMG’s webinar. Sven Kappe, Senior Retail Consultant at LS Retail, explained how the Unified Commerce concept can be applied across the business and how this results in an improved customer experience. Moreover, Himanshu Parekh, Senior Consultant at KPMG, illustrated how the Unified Commerce concept is at the heart of the LS Central solution and finally, Marc Rizzo, Manager at KPMG, showed how retailers can use POS and ERP data to better understand their customers and improve their digital marketing effectiveness.
KPMG can deliver personalised sessions to retailers interested in exploring ways how to elevate the retail experience. Fill in your contact details below and we will get in touch.