Category: Consumer

Paid partnership with Manhattan Associates

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At the recent Manhattan Exchange in Barcelona, Natalie had the opportunity to sit down with Pieter Van den Broecke, EMEA Leader, Supply Chain Commerce Strategies, at Manhattan Associates. They discussed opportunities with AI, rethinking the post-purchase experience and achieving a truly unified commerce offering.

AI isn’t exactly a recent development. Why all the hype now?

You’re right. In fact, during World War II, artificial intelligence was used to mobilise troops!

Retailers have used AI for decades to help them make decisions in a world of constraints. A machine can only produce 100 bottles of champagne in an hour. A ship moving goods from China to the port of Barcelona takes three weeks. Retail operations are all about fulfilling demand to the consumer, while dealing with many real-life physical constraints and uncertainty. AI helps businesses to work around those constraints and make sure that the right product is getting into the hands of the right consumer at the right time.

Generative AI is, of course, what’s new. By providing insights based on collective memory, Gen AI helps operational engineers to design the right solutions for the business. Gen AI can assist in building solutions by taking over configuration tasks, testing, and even coding certain elements of the system.

I can see how Gen AI drives operational efficiencies for retailers. But how does it improve the experience for the customer?

When we talk about the online customer experience, we’re really referring to the “order and fulfilment experience”. When customers change their minds or when things go wrong, they want an immediate solution and ideally through self-service. This is where Gen AI comes in. Gen AI chatbots, for example, can deal with very complex queries in real-time. A customer simply needs to say, “Hey, I placed an order a week ago and I’m still waiting on delivery.” Or “Remind me what items I ordered again – was it a blue shirt or a red shirt?”.  So it’s very natural, personalised and, most importantly, it’s contextually and factually correct.

In those cases where the Gen AI chatbot can’t solve a customer query, a conversation summary is produced and passed on to a real human being. This allows the customer support team to continue the conversation without having to go through the questions again, saving both the retailer and customer time.

Let’s talk about the post-purchase experience. What are the benefits of allowing customers to modify their online orders?

Sometimes we change our minds and need to cancel or change an order. By facilitating late order cancellations, ideally before the order has been shipped, the retailer is firstly improving the experience for the customer by removing the need for a return and also by being refunded immediately. The retailer benefits by keeping the product in stock and commercially available, plus the delivery (and potentially return) costs are eliminated. And of course, it’s a more sustainable way of retailing if we don’t have to deliver something that would ultimately be returned. It really is a win for the consumer, a win for the planet and a win for the retailer.

What exactly do we mean by unified commerce and can you give us an example?

Unified commerce is putting customers at the centre of the retail brand experience. Customers don’t want to think in channels and retailers shouldn’t be forcing that on them, but it still happens too often today.

As a retail organisation, it’s critical to really think from the ground up with a unified commerce mindset. You have to embrace technology with your heart and mind. It’s not an afterthought. Your digital core has to be strong, at any level of the organization, and with the consumer in the centre.

You might have heard about a concept called Omnicart, which is a shopping basket that can be filled digitally. If you opt to collect the goods in-store, that digital shopping basket then becomes a physical one, unifying the customer’s journey. This means that orders initiated in any channel can be completed, returned or exchanged in any other channel, and it also gives store associates greater upsell/cross-sell opportunities.

There’s a huge opportunity to unify promotional activity here. Traditionally, promotions have been very channel-specific but technology is breaking down those silos. So, if a customer sees a 10% discount online for an item, this can also be applied to an in-store purchase along with any other discounts on different items. I think this is a really nice example of stretching people’s minds on what unified commerce can look like in practice.

In one sentence, what is the most important thing that retailers can do after reading this?

Identify the biggest friction that you create for your customer and start addressing this immediately.

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This is an abridged version of Pieter’s interview with Natalie on the Retail Disrupted podcast. Listen to the full episode here.