Omni Channel Retail Forum Breakfast – October 2014

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Omni Channel Retail Forum Breakfast – October 2014

Christine de Largy is International Managing Director, Impact Executives, Head of the Retail/Consumer Practice and Chair of the Harvey Nash Executive Search, UK Board Practice. Christine is passionate about the digital transformation of consumer businesses and hosts an omni retail forum to facilitate debate around the issues. She also sits on the board of IORMA, the International Omni-channel Retail Markets Association.

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The question discussed this time was ..‘to what extent do businesses need to change their measures of performance and restructure their organisations to develop a new target operating model to optimise on their success in an Omni world?’

What should be measured?

Forester has identified three core measures of customer experience:

And Google was mentioned for saying that data needs to make you heavy on insight to make you rich. Also Berners-Lee said that computers are getting smarter but humans are not so the expertise in turning data into useable information is key.

Organisations need to refocus measurement on customer profitability not store or category profit. Businesses founded as mail order business have a head start on this.

Organisational change 

The challenge then is how to continually innovate and anticipate customer aspirations, to make doing business easier for your customers, so they engage with your organisation in preference to others. Perhaps a topic for our next forum
– Christine

www.impactexecutives.com/our-people/christine-de-largy

www.iorma.com

About Impact Executives Ltd Impact Executives is a leading interim management provider to organisations of every size in the UK and globally. Originally formed as a specialist practice within PA Consulting Group, over the past 25 years Impact Executives has helped over 2000 companies, including more than two-thirds of the FTSE 250 – find the very best executive interim management talent. Clients choose to work in partnership with Impact Executives because of our proven ability to offer clients immediate solutions to improve their organisation’s performance.

With offices covering the UK, continental Europe, Nordics, Asia Pacific and Australia, Impact Executives is part of the global services consultancy Harvey Nash Group plc, giving clients and interim managers the confidence that we have the resources, expertise and focus to deliver results – fast.

For further information on Impact Executives, please contact Steffany Young, Impact Executives, Tel: 0044 20 7314 2011 Email: steffany.young@impactexecutives.com