Retail & e-commerce

Omni-Channel Retailing: The Importance of Seamless Customer Experiences | White Paper

Omni-Channel Retailing: The Importance of Seamless Customer Experiences | White Paper

The customer experience has changed, and this time around, the customer is at the core, driving the change agenda. Customers expect to research, discover and purchase items across multiple channels — websites, brick-and-mortar stores, mobile platforms, direct mail, catalogs, home shopping, gaming and more. The challenge for retailers and service providers is to ensure that […]

Top 9 Innovation Trends in Outsourcing for 2015

Top 9 Innovation Trends in Outsourcing for 2015

Robotics, Analytics or Multi-channel enagagement? This report explores the innovative practices businesses are implementing in their outsourcing agreements. It is based on 100 in-depth interviews with senior outsourcing buyers. More than four fifths (83%) of buyers say they have experienced innovation in their outsourcing relationships Nine in ten (92%) say their outsourcing partners want to […]

The Six and a Half Things You Really Need to Know About Outsourcing | White Paper

The Six and a Half Things You Really Need to Know About Outsourcing | White Paper

Outsourcing may be one of the most complex topics in business today. Amazon.com lists almost six thousand book titles on the topic. In comparison, rocket science earns only 2,500 entries on Amazon’s list. If you are considering outsourcing or are on an outsourcing taskforce you must be wondering what the important bits are. You will […]

Operationalizing Omni-Channel Best Practices Delivers Superior Customer Care

Operationalizing Omni-Channel Best Practices Delivers Superior Customer Care

 Today’s empowered customer interacts via many channels, forcing organizations to evolve in order to provide a seamless, consistent customer experience across all of them. The vast array of channels available to consumers runs the gamut from Web, phone, IVR, mobile applications and self-service to e-mail, video, mobile Web and social media. Consistency among all customer […]

How to Build Customer Loyalty

How to Build Customer Loyalty

Building long-term loyalty requires having a strategic program in place. Customized loyalty programs can be expensive and beyond the budget of retailers; sometimes, retailers may not be able to stitch together a loyalty program that leverages all their brands; and often retailers may not be able to create the team, resources, operations, applications and continuous […]

Why ConAgra Foods Decided to Outsource HR Analytics After Doing It In house

Why ConAgra Foods Decided to Outsource HR Analytics After Doing It In house

This is the second article in a series on how companies are using Big Data to gain critical business insights. ConAgra Foods, a food maker based in Omaha, Nebraska, started its journey to using predictive analysis in an incremental way. The company, whose brands include Healthy Choice, Banquet, Orville Redenbacher’s, Marie Callender’s and Chef Boyardee, […]

Monitoring Your Applications’ Vital Signs—Without All the Pain

Monitoring Your Applications’ Vital Signs—Without All the Pain

You have chest pains during your morning jog. You’re a little out of breath and your stamina’s fading fast. But, when you go to the doctor, no one checks your vital signs or hooks you up to a heart monitor to find out what’s going on. Instead, you’re put into a room with a nurse […]

Big Data Trends 2014: New Uses, New Challenges, New Solutions

Big Data Trends 2014: New Uses, New Challenges, New Solutions

It’s hard to find a business enabler that’s evolving as quickly as Big Data analytics. This undisputed darling of the loyalty program and retail world has now infiltrated nearly every industry, from transportation and healthcare to insurance and supply chain management. It’s the catalyst for a new marketing mindset, where targeted offers are not only […]

Social, Mobile, Analytics and Cloud: A SMAC in the Face for Industrial-Age Business Models

Social, Mobile, Analytics and Cloud: A SMAC in the Face for Industrial-Age Business Models

It’s no secret that our mobile devices and social networks are rapidly transforming our relationships with people and data. Analytics have driven customer intimacy to previously impossible levels; the cloud has irrevocably changed the way we store and share information. A report from Forrester Research declares that by 2016, we will have 10 billion mobile […]

A Virtual Hotbed of Outsourcing Innovation at Procter & Gamble | Article

A Virtual Hotbed of Outsourcing Innovation at Procter & Gamble | Article

2013 Outsourcing Excellence Awards MOST INNOVATIVE: The Procter & Gamble Company and Accenture “We’ve married P&G’s knowledge with Accenture’s expertise to create a partnership in which one plus one equals five.” Patrick Kern, Director of Business Intelligence, Global Business Services (GBS), The Procter & Gamble Company It is hard to imagine anyone on planet Earth […]

Retail Trends Embrace Technology in 2013 | Article

Retail Trends Embrace Technology in 2013 | Article

The most urgent challenge of 2012 in the retail space was consumers’ rapidly growing mobility and digital empowerment. Retailers responded by devising new ways to attract, engage and retain these droves of customers and meet their fleet-footed demand for products and services—on the customers’ devices and terms. In short, customers have embraced online shopping with […]

The New Mating Rituals of Consumer Goods Companies and the Buyers They Want to Attract

The New Mating Rituals of Consumer Goods Companies and the Buyers They Want to Attract

WIPRO VOICE: There was a time when brand recognition was a consumer product’s best friend. A pretty package and eye-level shelf placement, coupled with some targeted print campaigns or clever TV ads, and you had it made. Whether you sold fashion or food, golf clubs or barbeque grills, the right combination of product, price, promotion […]

Transforming Supply Chain Management with RFID

Transforming Supply Chain Management with RFID

Some years ago, Radio Frequency Identification (RFID) was going to power supply chain systems to the next level. Retailers like Target, Metro Cash & Carry and Walmart adopted it, only to discover that there were several challenges. Integration with SCM was one—tracking everything down to the last part/unit using RFID was turning out to not […]

Mobility Shifting the Wave from Brand-centric to Customer-centric Retailing

Mobility Shifting the Wave from Brand-centric to Customer-centric Retailing

Two things are of key importance in the retail industry today: margins and customer loyalty. While better sourcing, operational efficiencies and market penetration can check margins, the answers to improving loyalty or even maintaining them are complex. Retailers are increasingly being forced towards tactical solutions, rewarding customers with “money-off” deals. Much of the concept of […]

“Let’s Go Shopping:” New Mobility Strategies Entice Consumers Back Into Physical Stores | Article

“Let’s Go Shopping:” New Mobility Strategies Entice Consumers Back Into Physical Stores | Article

“Let’s Go Shopping:” New Mobility Strategies Entice Consumers Back Into Physical Stores Why go to a store when you can purchase online? Thanks to innovative mobility strategies, consumers will soon have plenty of reasons. Instead of focusing efforts on lackluster mCommerce, retailers are now looking at mobility solutions as a means to enhance their customers’ […]