A report by
Vice President of Finance Transformation, Capgemini
Investment in omnichannel aims to deliver fast sales, convenience and access to a broader customer demographic, all the while creating data driven brand stickiness for profitable growth. For many traditional retailers, however, this journey comes with a trail of expensive mistakes or missed ROI when calculating the critical measures that matter. Often these propositions are launched without an end-to-end business perspective, creating further disconnect from the front-to-back office. More workarounds and hand-offs generate inefficiency, latency in financial performance reporting and a sub-optimal customer experience.
In navigating these issues, it is important organizations balance the speed, risk and scale by engaging the right people across the organization to ensure this retail investment is not short-lived and can create the right growth stream of revenue and profit, that can be tracked and managed. At the same time, ensuring organizations are protected from regulatory, financial, fraud and data risks which are prevalent when trading in a modern digital era.