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Retail, Services & Medias

Digital transformation: revolutionizing customer experience & operational efficiency

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Over the past few years, retailers have grappled with a range of challenges, encompassing shifting consumer behaviours, cost pressures, and supply chain limitations.

Recent innovations have contributed to the massive adoption of new uses that will be retained by consumers: click & collect, contactless payment, express delivery, personal shopper, social selling, etc.

Acceleration of the digital transformation

All brands are accelerating their digital transformation to provide a smooth, multi‑channel client experience. This digitalisation now extends to internal and back‑office processes. The use of data is becoming essential for forecasting client demand, proposing personalised offers, making automated product selections, improving logistics flows and optimising prices.

Navigating the Complexities: Challenges and Opportunities

The challenges are multifaceted and require careful consideration. One of the key concerns is data security, as the industry operates on multiple access platforms, making it vulnerable to potential breaches. Additionally, piracy-related threats loom large, posing risks to intellectual property and revenue streams. Moreover, the industry must grapple with the ever-increasing volumes of data, as it strives to adapt to emerging platforms and meet the demands of an evolving digital landscape. By addressing these challenges head-on, the industry can navigate the complexities and pave the way for a thriving future.

ALTEN, your key partner in agile innovation

As a partner of major retail chains, ALTEN supports its customers in various innovative projects. Our functional expertise (customer journeys, supply chain, UX, performance marketing), technological proficiency (applications, mobility, cloud, big data, AI, virtual/augmented reality) and agility empower us to seamlessly execute end-to-end projects entrusted to us by our clients.

What are the market trends in the Retail, Services & Media industries?

Omnichannel retailing

The objective is to consolidate the various points of contact with the customer (e-commerce, store…) in order to optimise the relationship and offer a smooth and consistent shopping experience. Omnichannel retailing breaks down the company’s silos by relying on a single digital platform that centralises data from marketing, logistics management, commerce (web, mobile and physical), customer relations and payment transactions in real-time.

Challenges:

Anticipation of the client’s request (for example, availability of products in-store)
Speeding up physical stores’ “phygital” transformation
Managing the explosion in the volume of digital data to be processed

Ultra-customisation

Brands and distributors rely on data and IoTs to recreate a direct relationship with the customer by becoming a preferred service provider: voice assistance, product/offer recommendation, item personalisation, etc.

Challenges:

Reduce the cost and time-to-market of personalised products
Identify the potential customer ahead of their purchase journey
Know their client’s purchasing habits and behaviour

Agile Supply Chain

New consumer behaviour (for example, Click & Collect, Endless Aisles, faster range renewal, etc.) requires distributors to review their organisation and logistics chains to respect their promise to customers and to stay competitive.

Challenges:

Track the customer’s order in the supply chain in real-time
Integrate suppliers into this collaborative and agile approach
Implement predictive analysis to anticipate stocks
Personalized Customer Relationship Management

ALTEN VALUE PROPOSITION

Functional expertise

Customer journey, supply chain, UX, performance marketing

Technological know-how

Mobility, Cloud, Big Data, AI, Virtual/enhanced reality…

Agile

Agile to scale (SAFE, Spotify)

International partner

9,000 digital consultants in 20 countries to support transnational projects

ALTEN’s functional sectors

Digital customer experience

B2C & B2B e-commerce sites (sale and rental of vehicles, services for local authorities, etc.)
e-CRM platforms & digital strategy (customer management, marketing, etc.)

Digital workplace