Retail, Services & Media
Digital transformation: revolutionizing customer experience & operational efficiency
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Over the past few years, retailers have grappled with a range of challenges, encompassing shifting consumer behaviours, 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 shoppers, social selling, etc.
Acceleration of the digital transformation
All brands are accelerating their digital transformation to provide a smooth, multi‑channel client experience. This digitalisation now extends to internal and back‑office processes. The use of data is becoming essential for forecasting client demand, proposing personalised offers, making automated product selections, improving logistics flows and optimising 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?
The objective is to consolidate the various points of contact with the customer (e-commerce, store…) to optimise 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 centralises 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
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 their purchase journey
- Know their clients’ purchasing habits and behaviour
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 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
ALTEN VALUE PROPOSITION
ALTEN’s functional sectors
- B2C & B2B e-commerce sites (sale and rental of vehicles, services for local authorities, etc.)
- e-CRM platforms & digital strategy (customer management, marketing, etc.)
- Business Applications (Compliance, CMMS, etc.)
- HR and Corporate Finance Information Systems
- Automation of Exchange Flow Processing (e.g., suppliers)
- Business Data Management Systems
- Connected Services for Vehicles
- B2C Video Streaming Applications
- Payment Systems (e.g., payment systems)
Our Success Stories
Drivers are increasingly likely to buy their vehicles online. To accompany this revolution, a European car manufacturer asked ALTEN to develop its e-commerce platform to sell vehicles and connected services.
LINCOLN (an ALTEN Group solution) has set up a Big Data delivery centre for one of the world’s largest communication groups. It measures and predicts the impact of each advertising campaign on the distributor’s sales from the department to the product level.
Analysing the user journey of more than 230,000 travel agents on their sales tool (a Front Office platform accessible via the cloud) has allowed ALTEN to implement an artificial intelligence solution to improve their business performance and user experience.
Connected speakers and smart voice assistants have become a must-have interface for IoT devices at home, opening up new perspectives in the voice business. ALTEN is helping to develop a virtual personal voice assistant at the core of an innovative project co-developed by two European telecommunications operators.
Producing more than 900 million product units every year, one of the largest sporting goods manufacturers in the world charges ALTEN to develop a test automation framework for its Group Marketing applications: Digital Asset Management, B2C product design & production planning, and B2B Customer relationship management.
OUR CLIENTS
Retail
Lowe’s Companies, ADEO Group, Decathlon SA, Kohls, eBay, Sisal Group…
Travel & Restauration
McDonald’s, Air France Group, AccorHotels Group, Amadeus Group…
Media
Canal + Group
