Session

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Winning with omnichannel: Leveraging advanced analytics and artificial intelligence (AI) to compete in today’s retail landscape

Thursday, May 4, 2017
2:15 PM - 2:45 PM
Concert Hall

Over the next few years, the Canadian retail market is expected to remain hypercompetitive. With the onslaught of Alibaba, the exponential growth of Amazon and other pure online retailers, the market was forced to “go global” overnight. Additionally, the polarization of the market has become even more pronounced with the dominance of the discount store and the growth in the luxury segment. To survive, brands either compete on price or compete on a differentiated omnichannel customer experience. To stay ahead of this disruption, retail executives need to understand not only what’s driving their customers’ behaviour but also provide a more seamless consumer experience. Deloitte’s recently released 2016 Omnichannel Customer Experience Index measured 200 North American retailers along the path to purchase, testing retailers in 14 categories including general merchandise to home improvements. In this session, Jennifer Lee will reveal the key findings of the study and discuss the best practices on implementing on omnichannel strategy.