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some developed economies, but the effect
is certainly being felt, disruption is certain
and mass uptake is inevitable.
Many companies are running proof of
concepts, but from the wrong mindset –
they are thinking about cost-cutting and
not investment in customer experience.
That saddens me a bit. Instead of asking
‘how much can I save?’, it’s time to start
asking, ‘how will this improve the customer
experience?’ Because ultimately that will
www.intelligentcio.com
FEATURE: CUSTOMER EXPERIENCE
result in them spending more and the
retailer will make more money.
The technology is there, meaning that there
is no reason to give customers a compelling
reason to go to other e-commerce sites at
the expense of your own retail business.
It is quite possible to have an offering so full
that you not only retain your own customers,
but you also give them a compelling reason
to get into your store. E-commerce cannot
compete with that. n
redPanda Software Group CEO
Gareth Hawkey
INTELLIGENTCIO
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