The cost of imperfect order fulfillment

Delayed or incomplete orders affect business revenues in tangible ways, and can incur high penalties. Ensuring perfect order fulfillment requires End to End Visibility of Supply Chain, which is difficult given the complexity of business operations today. The solution should provide monitoring across organization silos and third parties, as well predictive analytics. Failing to provide … More The cost of imperfect order fulfillment

The aviation industry should get ready for Customer Experience Networks

According to the latest International Air Transport Association (IATA) figures, commercial airlines posted their strongest financial performance ever in 2016 — reporting $35.6 billion in net profit, just a bit above 2015 results but nearly double those of 2014. For the third consecutive year (and only the third year in airline industry history), carriers reported … More The aviation industry should get ready for Customer Experience Networks

IATA NDC : Overview and Implementation

The NDC (New Distribution Capability) standard, created by IATA, is a distribution standard in XML format aimed at facilitating the exchange of data between airlines and business travel agencies. NDC provides several capabilities: It allows airlines to publish and communicate more personalized and dynamic offers, and it allows TMCs (Travel Management Companies) to offer travelers … More IATA NDC : Overview and Implementation

Facing the Amazon giant: It is not the fittest who will survive, but the one who’s part of a Customer Experience Network

Year over year from 2006 to 2016, Amazon grew by 27% on average (1). Its online eCommerce business, per Deloitte, has even seen peaks at 850% when other eCommerce sites grew at an average rate of 20%! Over the same period, the brick & mortar retail market grew, as it should do, at the rate … More Facing the Amazon giant: It is not the fittest who will survive, but the one who’s part of a Customer Experience Network

Beyond Omni-channel: Customer Experience Networks are the next challenge for retail

The traditional Omni-Channel  Omnichannel Retail is a multichannel approach to sales that seeks to provide the customer with a seamless shopping experience whether the customer is shopping online from a desktop or mobile device, by telephone or in a bricks and mortar store. “I want us to stop talking about digital and physical retail as … More Beyond Omni-channel: Customer Experience Networks are the next challenge for retail

Beyond Omnichannel: Customer Experience Networks are the next challenge for Supply Chain

Traditionally, organizations have adopted an omnichannel approach to unify the customer experience, but this is often not sufficient or successful in delivering ROI. Omnichannel only cares about and manages the customer-enterprise interaction. This is important of course, but going forward, and in order to better serve the customer, organizations need to further tap into their … More Beyond Omnichannel: Customer Experience Networks are the next challenge for Supply Chain