"Simply stated, a great customer experience has never been about being everywhere and being all things for all people. What matters is showing up for the right customers, where it really matters, in remarkable ways."
— Steve Dennis, Forbes
Twenty years ago, the internet turned retail on its head. Some brick-and-mortar stores struggled to compete with e-tailers as more shoppers discovered they’d rather order goods from the comfort of their homes than drive to the mall. The term “omnichannel” sprang up as companies strived to provide customers with a seamless experience, whether they’re shopping on desktop or mobile, over the phone or within the walls of a storefront.
Omnichannel strategies have dominated industry conversations for several years, but retail CX is about to see another seismic shift thanks to technologies such as virtual (VR) and augmented reality (AR), robotic process automation (RPA) and advanced use of consumer data. The next phase will be immersive and highly personal, and OZ consultants are ready to guide your company into that future.
Retailers want to provide a sublime customer experience (CX). This means offering image-recognition apps for researching products. Developing VR apps for “trying on” clothing or experimenting with paint colors. Placing orders using voice assistants and 24/7 customer service aided by bots. Learning a shopper’s preferences and offering up on-point, personalized recommendations for next time.
OZ, a retail IT consulting firm, equips retail companies with digital tools and knowledge to achieve all of this and more.
For most retailers, the problem isn’t a lack of data — it’s knowing how to manage that data. We match clients with the right data services, analytics and intelligent automation (IA) tools to create a single, centralized system from which to draw insights into a particular customer’s likes or dislikes, or potential friction points in the buyer’s journey.
Retailers have to meet consumers where they are throughout every stage of the buyer’s journey. OZ’s solutions add magic to every touchpoint.
VP of Consulting, Retail & Consumer Products
For Ed, customers are never an afterthought — they should be the only thought. A 30-year veteran in consulting and IT, he has helped many retail and consumer companies, including Apple, enhance CX and drive profits by connecting people, data and trends.
Ed previously led teams at Andersen Consulting, AppNet, CommerceOne, Ryder System, Inc., and Carnival Corp. and has worked with some of the biggest names in business, such as Allstate, Cendant, Burger King, and Royal Caribbean.
- Source: Gartner 2019
Download Your Thought Leadership Article
OZ is a leading global consulting company whose services and solutions enhance Customer Experience through digital innovation.