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市場調查報告書

零售業的全方位流通管道·貿易轉動了的數位轉換

IDC PlanScape: Digital Transformation of Omni-Channel Commerce for Retail

出版商 IDC 商品編碼 514008
出版日期 內容資訊 英文 20 Pages
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零售業的全方位流通管道·貿易轉動了的數位轉換 IDC PlanScape: Digital Transformation of Omni-Channel Commerce for Retail
出版日期: 2017年06月08日 內容資訊: 英文 20 Pages
簡介

世界許多零售業者都處身於不斷變化的市場中,而必須要重新考慮經營模式、資產再分配,建立新的文化·流程·技術,提高顧客滿意度,讓客戶留下體驗到最棒服務的印象。

本報告提供全球零售業的數位轉換 (DX) 及全方位流通管道·貿易的實現方法相關分析,提供全方位流通管道·數位體驗 (DX)重要性,及策略建立時應該最重視的項目,具體的策略發展案例,主要的利害關係者間的關聯性,今後為實現市場機會,各經營者被要求的必要事項·實行技術等調查考察。

IDC 關於PlanScape (插圖說明)

摘要整理

全方位流通管道·數位體驗 (DX) 為何重要?

  • 顧客滿意度:改善零售業的全方位流通管道功能的代理指標
    • 顧客滿意度/NPS (Net Promoter Score)
    • 忠誠度·顧客滿意度的促進
    • 跟NSP特定收益額·佔有率指標的關聯

全方位流通管道DX是什麼?

  • 零售業的數位·任務:「體驗性的零售業」
  • 零售業的數位轉換策略:全方位流通管道·貿易
  • 「無縫和零摩擦交易」 (Seamless and Frictionless Commerce)
    • 現狀
    • 數位轉換的機會
    • 數位轉換價值的實現化
  • 「高智能的庫存管理」 (Intelligent Fulfillment)
  • 「擴張/虛擬體驗」 (Augmented and Virtual Experience)

主要的利害關係者 (相關利益者) 是誰?

怎樣做。自家公司能有效的利用全方位流通管道DX的優點嗎?

  • 您的客戶歷程 (選擇到購買的途徑)圖示化
  • 確定當前的投資組合能力和差距
  • 全方位流通管道·貿易相關優先順序·藍圖的建立
  • 達成DX的目標解決方案之設定和實行

IDC的基本的建議

相關調查

目錄
Product Code: US40840617

This IDC study describes how retailers can digitally transform (DX) omni-channel commerce, one of five key retail DX strategies outlined in IDC's retail use case taxonomy (see IDC's Worldwide Digital Transformation Use Case Taxonomy, 2017: Retail). The retail mission that underpins what is described in this document is as follows: Create experiences that blend the digital and physical to make purchases in the stream of life. To create best experiences that improve customer satisfaction and loyalty, driving revenue and market growth, retailers need to embrace digital transformation. This document outlines how retailers can prioritize, advance, and benefit from organizing and investing in people, process, and technology digital transformation of omni-channel commerce.

Leslie Hand, VP for IDC Retail Insights, reports that "retailers are in the midst of a change that requires rethinking business models, reallocating assets, and building new cultures, processes, and technologies that amplify satisfaction levels and drive best experiences to thrive into the future."

Table of Contents

1. IDC PlanScape Figure

  • Figure: IDC PlanScape: Executive Summary of Digital Transformation of Omni-Channel Commerce for Retail

2. Executive Summary

3. Why Is Omni-Channel DX Important?

  • Table: Expected Benefit Objective
  • Customer Satisfaction as a Proxy for Retail Omni-Channel Improvement
    • Customer Satisfaction/Net Promoter Score
      • Figure: NPS as a Measure for Omni-Channel Improvement
    • Driving Loyalty and Customer Satisfaction
    • Aligning NPS with Specific Revenue and Share Metrics

4. What Is Omni-Channel DX?

  • Figure: Experiential Retail: Key Strategies and Programs
  • Retail Digital Mission: Experiential Retail
  • Retail Digital Transformation Strategy: Omni-Channel Commerce
  • Seamless and Frictionless Commerce
    • Current Situation
    • Digital Transformation Opportunity
    • Digital Transformation Value Realization
  • Intelligent Fulfillment
    • Current Situation
    • Digital Transformation Opportunity
    • Digital Transformation Realization Value
  • Augmented and Virtual Experience
    • Current Situation
    • Digital Transformation Opportunity
    • Digital Transformation Realization Value

5. Who Are the Key Stakeholders?

  • Figure: DX Strategy and Governance Development

6. How Can My Organization Take Advantage of Omni-Channel DX?

  • Map Your Customer's Journey
    • Figure: Omni-Channel Consumer Journeys and Retail Business Growth Pathways
  • Identify Current Portfolio Capabilities and Gaps
    • Figure: The Omni-Channel Commerce Platform
  • Develop Priorities and a Road Map for Omni-Channel Commerce
    • Figure: Mapping Priorities: Accelerating Omni-Channel Commerce Digital Transformation
  • Identify Solutions and Execute Against DX Objectives

7. Essential Guidance

8. Related Research

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