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Redesign Your Digital Retail Organization Around Customer Processes

Monday 1:30
–2:15pm
Room: 2AB
Redesign Your Digital Retail Organization Around Customer Processes

Executing on cross-channel consistency remains challenging due to product-centric organizational structures that no longer suit today’s customer-centric approach. Business metrics in retail remain overwhelmingly product and channel-focused, and retailers need to change internal organizational alignments to execute a consistent cross-channel shopping experience. This presentation will focus on using shopper requirements across channels and the customer shopping process as the guiding design principles, rather than focusing on the ROI of multichannel initiatives.