El documento resume el crecimiento histórico y futuro del mercado global de retail, así como los desafíos y oportunidades clave para el sector. Se describe brevemente el enfoque de "Smarter Commerce" de IBM para integrar productos, servicios y capacidades para poner al cliente en el centro del negocio minorista a través de canales múltiples y experiencias personalizadas. Finalmente, se resumen algunas de las soluciones de IBM para soportar cada etapa del ciclo de Smarter Commerce.
Presentación de Santiago D´andre - eCommerce Day Montevideo 2015eCommerce Institute
Diapositivas presentadas por Santiago d'André, Consultoría y
Customer Experience Brandlive , en el eCommerce Day Montevideo 2015 en la plenaria "¿CÓMO GERENCIAR Y DEFINIR LOS PROCESOS DE MI TIENDA ONLINE?, CICLO GESTION MARKETING & COMERCIAL DE UN CANAL ONLINE, MANAGER COMMERCE".
Presentación de Leonardo Loureiro - eCommerce Day Montevideo 2015eCommerce Institute
Diapositivas presentadas por Leonardo Loureiro, Sales Manager Quanam , en el eCommerce Day Montevideo 2015 en la plenaria "COMO MEJORAR EL ROI A TRAVÉS DE
ESTRATEGIAS DE PERSONALIZACIÓN,
CLUSTERIZACIÓN Y SEGMENTACIÓN, en el CICLO GESTION MARKETING & COMERCIAL DE UN CANAL ONLINE, MANAGER COMMERCE ".
Presentación de Karen Bruck - eCommerce Day Montevideo 2015eCommerce Institute
Diapositivas presentadas por Karen Bruck, Country Manager Mercadolibre , en el eCommerce Day Montevideo 2015 en la plenaria "KEYNOTE ECOMMERCE III ¿CÓMO MEDIR LA PERFORMANCE Y RENTABILIDAD DE UN RETAIL ECOMMERCE?".
Presentación de Isabel Rodriguez - eCommerce Day Montevideo 2015eCommerce Institute
Diapositivas presentadas por Isabel Rodríguez Ramos, Docente Posgrado en SI de Fcea - UdelaR ;Manager Deloitte , en el eCommerce Day Montevideo 2015 en la plenaria "COMO MEJORAR EL ROI A TRAVÉS DE ESTRATEGIAS DE PERSONALIZACIÓN, CLUSTERIZACIÓN Y SEGMENTACIÓN, en el CICLO GESTION MARKETING & COMERCIAL DE UN CANAL ONLINE, MANAGER COMMERCE ".
Presentación de Fiorella Niro - eCommerce Day Montevideo 2015eCommerce Institute
Diapositivas presentadas por Fiorella Niro, Coordinadora Sellos eConfianza , en el eCommerce Day Montevideo 2015 en la plenaria "BUENAS PRÁCTICAS CENTRADAS EN
MEJORAR LA EXPERIENCIA DE COMPRA ONLINE, en el CICLO GESTION TECNOLOGIA & OPERACION &
LOGISTICA DE UN CANAL ONLINE, MANAGER COMMERCE".
Workshop OCA: "¿Cómo vender Moda en el Canal Online?"- Presentación Omar VigettieCommerce Institute
Diapositivas presentadas por Omar Vigettii, en el pasado Workshop de Oca: "Cómo vender Moda en el Canal Online?" El evento fue organizado por el eInstituto y se realizo el pasado Viernes 22 de Noviembre, donde expertos en el área expusieron y atendieron respuestas de los asistentes.
Presentación de Santiago D´andre - eCommerce Day Montevideo 2015eCommerce Institute
Diapositivas presentadas por Santiago d'André, Consultoría y
Customer Experience Brandlive , en el eCommerce Day Montevideo 2015 en la plenaria "¿CÓMO GERENCIAR Y DEFINIR LOS PROCESOS DE MI TIENDA ONLINE?, CICLO GESTION MARKETING & COMERCIAL DE UN CANAL ONLINE, MANAGER COMMERCE".
Presentación de Leonardo Loureiro - eCommerce Day Montevideo 2015eCommerce Institute
Diapositivas presentadas por Leonardo Loureiro, Sales Manager Quanam , en el eCommerce Day Montevideo 2015 en la plenaria "COMO MEJORAR EL ROI A TRAVÉS DE
ESTRATEGIAS DE PERSONALIZACIÓN,
CLUSTERIZACIÓN Y SEGMENTACIÓN, en el CICLO GESTION MARKETING & COMERCIAL DE UN CANAL ONLINE, MANAGER COMMERCE ".
Presentación de Karen Bruck - eCommerce Day Montevideo 2015eCommerce Institute
Diapositivas presentadas por Karen Bruck, Country Manager Mercadolibre , en el eCommerce Day Montevideo 2015 en la plenaria "KEYNOTE ECOMMERCE III ¿CÓMO MEDIR LA PERFORMANCE Y RENTABILIDAD DE UN RETAIL ECOMMERCE?".
Presentación de Isabel Rodriguez - eCommerce Day Montevideo 2015eCommerce Institute
Diapositivas presentadas por Isabel Rodríguez Ramos, Docente Posgrado en SI de Fcea - UdelaR ;Manager Deloitte , en el eCommerce Day Montevideo 2015 en la plenaria "COMO MEJORAR EL ROI A TRAVÉS DE ESTRATEGIAS DE PERSONALIZACIÓN, CLUSTERIZACIÓN Y SEGMENTACIÓN, en el CICLO GESTION MARKETING & COMERCIAL DE UN CANAL ONLINE, MANAGER COMMERCE ".
Presentación de Fiorella Niro - eCommerce Day Montevideo 2015eCommerce Institute
Diapositivas presentadas por Fiorella Niro, Coordinadora Sellos eConfianza , en el eCommerce Day Montevideo 2015 en la plenaria "BUENAS PRÁCTICAS CENTRADAS EN
MEJORAR LA EXPERIENCIA DE COMPRA ONLINE, en el CICLO GESTION TECNOLOGIA & OPERACION &
LOGISTICA DE UN CANAL ONLINE, MANAGER COMMERCE".
Workshop OCA: "¿Cómo vender Moda en el Canal Online?"- Presentación Omar VigettieCommerce Institute
Diapositivas presentadas por Omar Vigettii, en el pasado Workshop de Oca: "Cómo vender Moda en el Canal Online?" El evento fue organizado por el eInstituto y se realizo el pasado Viernes 22 de Noviembre, donde expertos en el área expusieron y atendieron respuestas de los asistentes.
Presentación Jorge Quiroga - “Cómo lograr una Tienda Online Rentable y de Alt...eCommerce Institute
Diapositivas presentadas por Jorge Quiroga, Chief Executive Officer Blacksip en el Workshop “Cómo lograr una Tienda Online Rentable y de Alta Performance” realizado el Miércoles 25 de Marzo en México DF.
Presentación de Ana Laura Fleba - eCommerce Day Montevideo 2015eCommerce Institute
Diapositivas presentadas por Ana Laura Fleba, eCommerce Manager Sodimac , en el eCommerce Day Montevideo 2015 en la plenaria "OMNICHANNEL EN LA PRÁCTICA. COMO
INTEGRAR EL CANAL ONLINE CON EL OFFLINE, en el CICLO GESTION MARKETING & COMERCIAL DE UN CANAL ONLINE, MANAGER COMMERCE".
Presentación Omar Vigetti - Jornada Nacional de Comercio Electronico para el ...eCommerce Institute
Diapositivas del expositor Omar Vigetti,eCommerce & Digital Experience de VTEX, en la Primer Jornada Nacional de Comercio Electrónico para el sector Retail. Dentro de la plenaria "Cómo abrir y gestionar un canal de ventas Online".El evento es una inicativa del eInstituto y coorganizado por la Cámara Argentina de Comercio.
Medir y controlar su actividad digital - conferencia AT Internet eShow Madrid...AT Internet
Dirija su actividad digital, controle sus inversiones y genere
más ganancias gracias a la Analítica Web.
AT Internet, líder europeo en el mercado de la Analítica Web desde 1995
Superb high level presentation of the capabilities of the IBM software portfolio. From information, collaboration, integration, optimisation to security, compliance and innovation.
Presentación Jorge Quiroga - “Cómo lograr una Tienda Online Rentable y de Alt...eCommerce Institute
Diapositivas presentadas por Jorge Quiroga, Chief Executive Officer Blacksip en el Workshop “Cómo lograr una Tienda Online Rentable y de Alta Performance” realizado el Miércoles 25 de Marzo en México DF.
Presentación de Ana Laura Fleba - eCommerce Day Montevideo 2015eCommerce Institute
Diapositivas presentadas por Ana Laura Fleba, eCommerce Manager Sodimac , en el eCommerce Day Montevideo 2015 en la plenaria "OMNICHANNEL EN LA PRÁCTICA. COMO
INTEGRAR EL CANAL ONLINE CON EL OFFLINE, en el CICLO GESTION MARKETING & COMERCIAL DE UN CANAL ONLINE, MANAGER COMMERCE".
Presentación Omar Vigetti - Jornada Nacional de Comercio Electronico para el ...eCommerce Institute
Diapositivas del expositor Omar Vigetti,eCommerce & Digital Experience de VTEX, en la Primer Jornada Nacional de Comercio Electrónico para el sector Retail. Dentro de la plenaria "Cómo abrir y gestionar un canal de ventas Online".El evento es una inicativa del eInstituto y coorganizado por la Cámara Argentina de Comercio.
Medir y controlar su actividad digital - conferencia AT Internet eShow Madrid...AT Internet
Dirija su actividad digital, controle sus inversiones y genere
más ganancias gracias a la Analítica Web.
AT Internet, líder europeo en el mercado de la Analítica Web desde 1995
Superb high level presentation of the capabilities of the IBM software portfolio. From information, collaboration, integration, optimisation to security, compliance and innovation.
Unica selected DocZone for authoring, managing, translating, and publishing DITA content. Unica used XML/DITA during content production and needed an efficient, scalable solution to facilitate productivity and adherence to these standards.
In this presentation, Mark Hoeber, Unica’s senior manager of technical documentation, illustrates the:
* business challenges that led Unica to select DocZone
* process that Unica followed to implement the DocZone DITA-based environment
* details of the first production run through with DocZone
* metrics that show the impact DocZone made to Unica's environment: increased content re-use, reduced localization costs, faster time-to-market, and higher productivity
A leading global hotelier is using real-time marketing to enhance loyalty and increase the amount of money spent during each hotel visit. A major financial institution is using event-triggered transactional and real-time communications to increase product penetration and turn customer behaviors into profitable product investments. These are just two real-world examples of the impact of real-time marketing.
Mobile technologies are exploding and changing the way consumers interact with the Web, email and social networking. Now they have instant access to breaking news, personal and business communications, restaurant and travel reviews, and a pool of "experts" to follow.
As a marketer, having a go-to-market mobile strategy is a critical piece of staying on top of the ever-changing way consumers interact with information and, specifically, email.
Len Shneyder of Unica (formerly Pivotal Veracity) shares what he's learned in his 15 years of experience and proven best practices of using mobile technologies.
Interactive Marketing – Being Relevant to your CustomerIBM Sverige
How can you be relevant to each an every customer and prospect and respond to their needs in today's multi-channel world? We explore how leading brands across Europe are delivering this highly personalised experience to drive revenues, profits and greater customer experience.
Vladimir Mosewicz, EMM Subject Matter Expert, IBM Europe
Aimia: The Big Deal About Big Data -- How It Will Transform Pharma Meeting an...David Nickelson, PsyD, JD
* What is Big Data? What is it Not?
*Recognizing Big Data trends and how it has transformed other industries
*The opportunities and challenges presented by "Big Meeting Data" to pharma meeting planners including SMM, personalization, optimization, specialization and globalization
* What pharma meeting planning looks like 10 years from now
Banking Solutions: Managing Customer Data to Improve EfficiencyIBM Banking
IBM banking front office solutions help banks solve their enterprise customer management issues; manage data effectively to create a single view of the customer and leverage opportunities of up-sell and cross-sell.
The Internet has fundamentally transformed the way people discover, share, connect and shop. It's time for marketers to transform the way they raise awareness and generate leads as well. Enjoy this eye-opening look at how search engines, social media, and mobile technology are transforming our lives—and how companies can embrace and utilize these tools to transform costly, low-yield marketing programs into finely-tuned lead-generation machines.
This presentation, by big data guru Bernard Marr, outlines in simple terms what Big Data is and how it is used today. It covers the 5 V's of Big Data as well as a number of high value use cases.
Presentación Sergio Grinbaum - eCommerce Day Montevideo 2016eCommerce Institute
Diapositivas presentadas por Sergio Grinbaum, CEO Think Thanks, en el eCommerce Day Montevideo 2016 en la plenaria OMNICHANNEL EN LA PRÁCTICA. ¿CÓMO INTEGRAR EL CANAL ONLINE CON EL OFFLINE? SUCCESS STORIES .
Open session Multiplica - Integración de sistemas y medición de resultadosMultiplica
Continuando con nuestro programa especial de 11 semanas con Multiplica, tenemos una nueva Open Session sobre Integración de sistemas y medición de resultados. Esta sesión está dividida en 2 temas transversales cómo son la Integración y la Medición. La primera parte de la mano de Selligent, se centra en métodos de integración. La parte de medición la vimos de la mano de Metriplica y hace foco en la analítica. Veremos KPIs, dashboards, reportes y atribuciones típicas desde el punto de vista del marketing automation.
Cadena de Valor de Servicios Extendida en el Comercio ElectrónicoMarcos Pueyrredon
Material de apoyo utilizado por Alejandro Montes, Product Manager de OCA para su presentacion en el Panel Mercosur Digital –Impacto de la Tecnología y la logística en el Comercio Electrónico para PyMEs. Como lograr una experiencia positiva en el proceso de venta online desde la pantalla hasta la puerta del cliente ; en el Marco del Seminario Internacional "Oportunidades de Comercio Electronico para PyMEs" dictado en la ciudad de Buenos Aires, Argentina dentro del marco de evento Mercosur Digital
Para acceder a mayor informacion de la agenda y futuras actividades del Ciclo ingrese en: http://mercosurdigital.ciclo-mpe.net/
Para acceder a los videos online del Seminario, material de apoyo de las presentaciones de los distintos paneles y mucha mas informacion del evento ingrese en: http://www.comunidadebusiness.com/groups
Para acceder a mayor informacion del Proyecto Mercosur Digital ingrese en: http://www.mercosurdigital.org/
Presentación del servicio de creación de tiendas online de GNA y de las estrategias de marketing que se ofrecen. Descubre cómo disponer de un eShop completo y preparado para la venta, y de la mejor estrategia online
Visualización de datos para automatización de marketing | Eshow Madrid 2018 |...Semmantica
¿Qué datos necesitamos visualizar para la automatización de marketing? Analizamos datos de ecommerce sobre producto, ventas, clientes y canales para tomar decisiones de marketing y automatizar acciones.
eTail Brazil Presentación. #ecommerce and process. Impact at the #client #experience. Impact of #omnichannel strategy.
Recommendations for obtain a great CONVERSION RATE
Presentación de CRM que forma parte del Kit CRM Práctico www.kitcrmpractico.com que corresponde a una serie de herramientas útiles en la definición e implantación de una estrategia de CRM
PREVENCION DELITOS RELACIONADOS COM INT.pptxjohnsegura13
Concientizar y sensibilizar a los funcionarios, sobre la importancia de promover la seguridad en sus operaciones de comercio internacional, mediante la unificación de criterios relacionados con la trazabilidad de sus operaciones.
Anna Lucia Alfaro Dardón, Harvard MPA/ID.
Opportunities, constraints and challenges for the development of the small and medium enterprise (SME) sector in Central America, with an analytical study of the SME sector in Nicaragua. - focused on the current supply and demand gap for credit and financial services.
Anna Lucía Alfaro Dardón
Dr. Ivan Alfaro
El análisis PESTEL es una herramienta estratégica que examina seis factores clave del entorno externo que podrían afectar a una empresa: políticos, económicos, sociales, tecnológicos, ambientales y legales.
Guía para hacer un Plan de Negocio para tu emprendimiento.pdfpppilarparedespampin
Esta Guía te ayudará a hacer un Plan de Negocio para tu emprendimiento. Con todo lo necesario para estructurar tu proyecto: desde Marketing hasta Finanzas, lo imprescindible para presentar tu idea. Con esta guía te será muy fácil convencer a tus inversores y lograr la financiación que necesitas.
Anna Lucia Alfaro Dardón, Harvard MPA/ID. The international successful Case Study of Banco de Desarrollo Rural S.A. in Guatemala - a mixed capital bank with a multicultural and multisectoral governance structure, and one of the largest and most profitable banks in the Central American region.
INCAE Business Review, 2010.
Anna Lucía Alfaro Dardón
Dr. Ivan Alfaro
Dr. Luis Noel Alfaro Gramajo
Entre las novedades introducidas por el Código Aduanero (Ley 22415 y Normas complementarias), quizás la más importante es el articulado referido a la determinación del Valor Imponible de Exportación; es decir la base sobre la que el exportador calcula el pago de los derechos de exportación.
9. Esquema actual en varios retailers Proveedores Distribuidores Almacenes DCs Tienda 3 Call Center / Tienda 4 Web / Tienda 5 Tienda 1 Clientes Tienda 2
10. Esquema de Smarter Commerce Sistemas Back-End ERP / CRM Mainframe Bases de datos Múltiples Catálogos Productos Servicios Múltiples Segmentos Consumidor Distribuidor Corporativo Múltiples Canales Tienda Catálogo / Call Center Broker Distributors / Resellers Internet Kioskos M-Commerce Múltiples Métodos de entrega Bodegas Tiendas Proveedores Cruce de andén Distribuidores Brokers Opciones de productos Configuraciones Múltiples Negocios Marcas Divisiones Unidades de negocio Adquisiciones Bancos Proveedores Distribuidores Carriers/ 3PL Aduanas Almacenes DCs Tienda 3 Call Center Web Catálogo Tienda 1 Clientes Tienda 2
11. Call Center Consumidor Web Mobile Store POS & Kioscos Para un consumidor Omnipresente Redes Sociales F-Commerce Co-Shopping Códigos 3D Obtención de facturas Seguimiento y modificación de órdenes
12. At IBM we call the approach forward : Smarter Commerce Smarter Commerce combines IBM products, services, and assets into an integrated approach to help retailers put the customer at the center of their business Market Supply & Merchandise Serve Sell Creates personalized and relevant offers with seamless cross-channel interactions Drives intelligent and adaptive supply networks based on consumer demand Anticipates behavior and delivers flawless customer service across all channels Enables customers and partners to buy what they want, anytime and anywhere What value should I bring? How should I engage with them? Who is my customer? Customer
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15. Un consumidor es identificado por haber visto un anuncio en línea, seleccionado por Coremetrics El consumidor entra al sitio y guarda su selección en el carrito de compras a través de WebSphere Commerce Luego llama al call center para checar el tiempo de entrega. El call center le confirma que su TV se encuentra en la sucursal más cercana lista para entrega. El consumidor visita la tienda para recoger su TV y revisa su orden via IBM Kiosk/POS El Kiosko le ofrece una garantía extendida. Utiliza su teléfono móvil para comparar precios y completar su orden El consumidor recibe promoción personalizadas para una TV a través de Unica Una transacción habitual de Smarter Commerce
28. Es posible satisfacer la demanda de manera múltiple Tienda Hacer pedido Checar Status Cancelar Orden Devolución Programar entrega Cambiar pedido Pickup I nvestigar productos Hacer pedido Checar Status Cancelar Orden Devolución Programar entrega Cambiar pedido Recoger producto I nvestigar productos Móvil Hacer pedido Checar Status Cancelar Orden Programar entrega Cambiar pedido Recoger producto I nvestigar productos Web Devolución Call Center Hacer pedido Checar Status Cancelar Orden Devolución Programar entrega Cambiar pedido Recoger producto I nvestigar productos
29. Sterling Order Management como plataforma para los sistemas complejos de venta y satisfacción Canales Transportación Gestión de almacenes Visibilidad de la cadena de suministro Reposición de Inventarios Sterling Order Management Reglas de negocio para suministro Sincronización de Inventarios Colaboración Operación de logística Punto de venta Captura de órdenes Validación de pagos
31. Abraham Geifman Especialista de Industria / Sector Retail Tel. (55) 5270-6288 Correo: geifman@mx1.ibm.com MUCHAS GRACIAS !
Notas del editor
The reason most companies turn to us is that Selling and Fulfillment across an extended supply chain has become complex due the myriad of choices that must now be provided to stakeholders in this process. Customers are demanding more options such as buying on-line and picking up in store Customers also want the option of returning items across channels The most efficient way to fulfill an order may now be with a partner product that is shipped directly to a customer Disparate systems create process gaps that are currently being filled with manual processes All of these issues create inefficiencies and lost revenue. The current systems are not flexible enough to provide a single view of all orders, inventory, and returns. They also do not have the ability to make changes to these systems quickly and efficiently when business opportunities dictate.
The reason most companies turn to us is that Selling and Fulfillment across an extended supply chain has become complex due the myriad of choices that must now be provided to stakeholders in this process. Customers are demanding more options such as buying on-line and picking up in store Customers also want the option of returning items across channels The most efficient way to fulfill an order may now be with a partner product that is shipped directly to a customer Disparate systems create process gaps that are currently being filled with manual processes All of these issues create inefficiencies and lost revenue. The current systems are not flexible enough to provide a single view of all orders, inventory, and returns. They also do not have the ability to make changes to these systems quickly and efficiently when business opportunities dictate.
At IBM, we call the path forward Smarter Commerce It starts with putting the customer at the center of your operations – which is itself is not a new idea – however, truly operationalizing it in today’s world of mobile/ social, ‘instant business’ means clients must leverage and act on insights generated through mobile and social commerce. It helps them more effectively buy market sell and service – improving margins, creating new revenue streams – improving efficiency and providing improved outcomes through out their entire value chain
Here you can see how Coremetrics fits with Unica and IBM’s other marketing, sales and fulfillment offerings. Unica focuses on the beginning of the marketing chain – demand generation, email, and marketing automation. Coremetrics provides analytics about website visitors, their behaviors and conversions, and leverages this data in a suite of online marketing applications for email, display advertising, search, recommendations and social analytics. Moving down the chain WebSphere and Sterling are transactional engines, while ILOG can drive supply chain and fulfillment with its rules engines.
The winners in tomorrow's commerce world will deliver a “Smarter Commerce” experience – one that is cross-channel by design, allowing customers to shop or buy seamlessly across channels and touch points. An experience that is informed by customer insights and is able to deliver product recommendations that are not only highly relevant, but also timely in nature. Smarter Commerce will benefit from highly efficient marketing capabilities that allow for a consistent message to be delivered across all mediums. And finally, Smarter Commerce will use intelligence gathered from an optimized supply chain to ensure that products and services will be fulfilled accurately and efficiently. IBM’s integrated portfolio for Smarter Commerce is comprehensive, covering Value Chain Strategy and Services (Consulting) – enabling solutions for core business processes, advanced analytics and workload optimized systems. Mapping back to the 3 things we mentioned that clients need to get right: Strategy – IBM can help clients analyze, refine, and redefine their value chain strategies Engagement - Improve and transform their customer & partner engagement through core business solutions across all of these elements leveraging a best of breed portfolio of software, services and systems – such as retail store systems Insight - And continually evolve their value chain leveraging analytics to turn insight into action And very importantly, enabled by our workload optimized systems – more demand, more devices, more data has led to dramatic increases in the need for storage and server capacity as well as computing power. It has never been more important to have highly efficient systems –optimized for these workloads – and we have a portfolio perfectly tailored to meet those needs. IBM has depth and range to address all of the processes here – and do so in an integrated way.
Start anywhere, end anywhere is the whole interaction process. You can start on a Social Networking site where you see an Ad for a TV .. This ad was targeted to you based on your shopping behavior & profile via Analysis done by SPSS & Coremetrics. You decide to click on a link that takes you to a retailer website powered by WebSphere Commerce, where you complete your shopping and check out. You decide later to access your order via your Mobile device leveraging WebSphere Commerce’s Mobile store application. You modify the pick up location to be in-store. You head over to the store the next day and the checkout clerk is able to access your order via the Retail Store Solutions POS system and even provides you with a recommendation for speakers to go with your TV (powered by Unica)
These are the key functional areas required for marketing success in creating relevant customer interactions and long term relationships. Customer Awareness: Know everything there is to know about your customers and prospects Centralized Decisioning: Decide what should happen next in your ongoing dialogue with each customer and prospect Cross-channel execution: Put the message in front of customers and prospects, using the right channel at the right time Integrate Marketing Operations: Automate the “back office” of marketing to increase collaboration, efficiency and precision of marketing work
What do we mean by 'transformation' and allowing our customers to think about how better to align with the consumer. No other industry changes as rapidly retail. Let's get into details… Depending on the history of the retailer, the customer experience started with the store as the primary channel. Then retailers adopted a direct-to-consumer strategy (or visa versa) with a catalog and call center. About 10 years ago, along came a new transformational channel called the Internet/web channel. And most recently, we've seen the mobile channel shake-up the industry. And we don't know what is coming next, but we know one thing for certain – change will be constant. Along with the proliferation of channels, consumers began to change their shopping patterns. And there was no longer a linear path that consumers followed in the buying experience. Instead, they leveraged each of these channels to serve purposes specifically for their use. And to make it more challenging, consumers created a matrix of how they went through their buying experiences – meaning there was no single path that the retail could optimize, it had to be adaptable, flexible and capable of servicing the customer in real-time through every channel. How do you create an environment for your customers to seamlessly interact with you by any means? <click> - does your customers shop like this? <click> - or like this?