ALTEN - Consumer - User experience - Digital

Sectors

Retail, Services & Media

Over the past few years, retailers have grappled with a range of challenges, encompassing shifting consumer behaviors, 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 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.

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 optimize 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 centralizes 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-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 personalization, etc.

Challenges:

Reduce the cost and time-to-market of personalized products

Identify the potential customer ahead of their purchase journey

Know their client’s purchasing habits and behavior

Agile Supply Chain

New consumer behavior (for example, Click & Collect, Endless Aisles, faster range renewal, etc.) requires distributors to review their organization 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

Functional Sectors Covered by ALTEN