The Infor Blog

Customer-centric design solves retail challenges

Retail’s greatest challenge is building an omni-channel platform that will enable the store of the future to function.

Corey Tollefson, SVP and General Manager of Infor Retail, discusses this assertion in an interview with Innovative Retail Technologies, and the challenges retailers face in providing a consistent experience to customers in all channels.

Retail’s greatest challenge is building an omni-channel platform that will enable the store of the future to function.

Corey Tollefson, SVP and General Manager of Infor Retail, discusses this assertion in an interview with Innovative Retail Technologies, and the challenges retailers face in providing a consistent experience to customers in all channels.

Omni-channel demand is set to transform store associate responsibilities and commerce design, and technology shines as the innovation enabler. “[Infor’s retail practice] looks at the store’s omni-channel challenge from a design perspective where the customer is placed at the center of everything,” explains Tollefson. “Customers are looking for that one, single view of themselves,” he explains. “Consumers want more than buy online, pick up in store. They want to convert engagements begun online in stores. They want their price to be associated specifically with them based on their loyalty, regardless of channel.”

Tollefson suggests that the emergence of an all-channel merchandising manager responsible for profit & loss of the entire enterprise is a growing trend to help solve this issue: “Truly transforming the store into an omni-channel node requires a single, channel-agnostic item master file and access to individual customers’ data across Web, catalog, call center, and store touch points.”

And that’s where Infor Retail has developed differentiating capabilities that make it uniquely qualified to disrupt retail software such as creating an engaging and satisfying user experience; turning big data into smart, predictive data; co-innovation with customers; and the development of optimal cloud-first ERP solutions and services.

“[Infor Retail] looks at the store’s omni-channel challenge from a design perspective where the customer is placed at the center of everything,” Tollefson says.

What does the store of the future look like? Tollefson believes it will be a point of localized fulfillment and localized service, and that will have implications on where stores belong, how large they need to be, and how much assortment depth they need on the store floor.

It’s building the omni-channel platform that will enable these stores to function that remains the industry’s great challenge.

Read the full interview.

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