Everyone’s Talking About Omnichannel | Kooomo @ RBTE London
I just got back from two great days at the Retail Business Technology Expo in London. The Kooomo digital commerce stand attracted lots of interest from the moment the doors opened. It was fantastic to meet so many movers and shakers from retail, hospitality, travel and entertainment keen to get a competitive advantage with the latest digital innovations.
With so many excellent insights at the RBTE Keynote Theatres, it was impossible to pick the best. What was clear was that many retailers are looking to adopt an omnichannel strategy and are using cloud commerce software to reach customers at different touchpoints.
Frank Muzika, UK lead executive at Toys R Us explained how they are using in-store iPads to optimise the customer experience and have seen a 400% uplift versus the average store sale . It was fascinating to see how John Lewis are enhancing the in-store experience by giving sales assistants iPhones on the shop floor to help them with their every-day tasks and serve customers better.
Costa Coffee Global IT Director, Mark Dermody, advised that retailers need to continually innovate in order to stay ahead of their competitors, and the best way to do this is by replacing legacy systems. He argued :
“Digital is a huge customer trend and retailers ignore it at their peril. They need to innovate or die. Disrupt or be disrupted… It’s much better to consume in the cloud where you can scale more quickly”
From my own perspective, it was a great opportunity to meet face-to-face with retailers. Omnichannel was a topic on everybody’s lips. All the brands I spoke to want to engage with their customers at every touch point. Often, they’ve already invested a lot in their brick and mortar stores, but know that the future is online. The key is to unify the two, and that’s where Kooomo comes in.
Brexit was another hot topic. With so much uncertainty surrounding what the outcomes of Brexit will be, retailers were keen to look at a flexible digital commerce platform to future-proof their business.
Apart from speaking to customers, trade shows are a great way to get your ear to the ground and keep up to date with the latest developments and the RBTE was no exception. It was cool to meet loads of like-minded people and share a bit of knowledge, too.
Matthew is Business Development Manager for Kooomo, responsible for the UK market. You can find him on LinkedIn
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