ALTEN - Consumer - User experience - Digital

Sectors

CONSUMER

The pandemic has contributed to the massive adoption of new uses that will be retained by consumers. All brands are accelerating their digital transformation to provide a smooth, multi channel client experience. This digitalization now extends to internal and back-office processes.

The use of data is becoming essential for forecasting client demand, proposing personalized offers, making automated product selections, improving logistics flows and optimizing prices.

Market Trends and
Challenges

Omnichannel ▶

Ultra-customization ▶

Agile Supply Chain ▶

Omnichannel

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

Challenges

Anticipate the client's request (for example, availability of products in-store)

Speed up physical stores' phygital transformation

Manage the explosion in the volume of digital data to be processed

Ultra-customization

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 his or her 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 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

ALTEN Value Proposition