Consumer Goods & Retail
Technology & hyper-agility for a personalized and human consumer experience
With a new and flexible data model the global luxury goods manufacturer has all its product information in one place, easily accessible to all its international divisions. This enables the company to be more effective, to update product data in real time, and to enhance customer journeys.
A leading luxury cosmetic brand took the next step to establish a strong foundation in client insights and personalized interactions. BearingPoint supported the company in turning the CRM vision into reality by implementing a global CRM database to lay the basis for advanced omnichannel capabilities.
Imagine entering a boutique with innovative digital tools and unique and entertaining experiences but poor service by the sales team. The overall shopping experience would be dissatisfying in the end, no matter the boutique environment. Sales service has always been key to offering a great customer experience. Even with the new and emerging trends discussed in the previous articles, how sales employees interact with the customer determines the overall satisfaction. With the shift in generational needs, the skills needed by the sales force have changed and increased in complexity.
Green is more than just the new black: it is the future color of retail. Sustainability is a crucial topic in retail, notably in the fashion industry, which is considered the second most polluting industry globally and has been criticized and urged to reduce its environmental and social impacts for many years. From sourcing products more sustainably to upstreaming traceability, improving operational efficiency and creating new business models, retailers have several levers to pull to bring about the necessary changes on a global level.
What is phygital? This buzzword combines the words physical and digital to describe the synergies between physical stores and the digital technologies that smooth the customer journey. Digitalizing the in-store experience is a significant challenge for luxury retailers to appeal to more digitally savvy customers. But it is also a must to enable unified commerce.
The concept of retailtainment combines retail with entertainment and illustrates the importance for brands to create a unique in-store customer experience. Major brands have already set best practices for going beyond traditional retail with innovative retailtainment.