Tendances et perspectives, par nos leaders d’opinion
COVID-19 has shown that organizations that invest in frontline managerial skills are more resilient and adaptable than their competitors, and in many, frontline management has been the initiator of multiple process improvements and new ways of working . Independent of specifically impacted industries such as aerospace, organizations that have best resisted the crisis are those that invest in their frontline managers.
The automotive industry is undergoing significant disruption as private car ownership continues to decline partially caused by the rise of shared mobility in many parts of the world. In these new ecosystems, the touchpoints with end-customers is quickly shifting away from automotive aftersales service providers (OEMs). The market is rapidly shifting from B2C to B2B2C and OEMs must shift now to take advantage of new ecosystems to survive.
Leading Chinese retailers are defining a new ‘era of belonging’ by forging stronger ties with consumers through an innovative buying experience. They are also reinventing their own business models by introducing innovative new revenue streams leveraging “retail-as-a-service” offerings. CEOs at Western retailers can learn from Chinese business practices how to combine seamless omnichannel experiences with predictive analytics, to develop
customer loyalty and to innovate creatively to introduce new revenue growth.
Today’s consumer is changing rapidly but not only due to technologically changes. Experience but also product quality, trust, and ecological concerns are making consumers more aware and more demanding. Retailers must address these drivers, using technology in innovative ways to move towards a sense of belonging that customers are seeking.