Omni-Channel Strategies Updates From NRF 2013 Convention & EXPO

IBM and Toshiba deliver view of data from all channels at the point of checkout for better customer service


Retailers can then combine this historical data with real-time activity to present product recommendations at prices that are in-line with the budget of each customer, which now supports an expanded network of partners. Through the Digital Data Exchange, retailers can easily collect and share real-time behavioral data with a growing network of third-party services to create richer customer profiles that result in more personalized experiences.

Toshiba Global Commerce Solutions introduced its Toshiba TCxGravity at NRF this week—the first retail store application that gives consumers a true omni-channel experience, in and out of the store. TCxGravity works in conjunction with IBM’s order management technology to deliver the industry’s first comprehensive view of data from all channels at the point of checkout for better customer service.

Together, Toshiba and IBM work to overcome a key challenge retailers face in providing consumers and store employees with access to information from all channels and across the entire order lifecycle. IBM’s order management solution enables retailers using Toshiba TCxGravity to deliver innovative services—such as offering products and services based on a customer’s order history; manage an order taken from another channel; and offer alternatives to out-of-stock items and store merchandise pick-up.  

The new eCommerce software introduced today from IBM includes new analytics tools for merchandisers that improves the customer experience by integrating merchandising and search together to deliver more relevant search results and product recommendations. In addition, IBM continues to extend its eCommerce offerings by integrating key technologies from its recent acquisitions—such as Worklight and TeaLeaf—to deliver a richer mobile experience and a more streamlined customer experience through better customer insight. Together, these capabilities are designed to improve conversion rates and reduce cart abandonment, leading to revenue growth and stronger profits.

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