9 Ways to Offer the

Omnichannel Experience
Your Customers Expect
25+ years delivering Collaborative Supply Chain
and Unified Commerce solution services.

• In 50 countries
• Servicing thousands of customers
• Processing 50k transactions/minute
• SaaS and Edge/Hybrid options
Browns Shoes is a family-owned business
established in Montreal in 1940.
Today, Browns has 68 locations
throughout Canada and is synonymous
with top international designer collections
and exclusive street savvy fashion for
ladies, men and children.
Actionable Takeaways
from this session:
• Leverage the insights and learnings
of a thriving retailer 79 years into
their customer-centric journey
• Assess your own position against
the top “must-do’s” to deliver the
experience your customers expect
Background
Study of the top challenges retailers
must address to succeed in today’s
and tomorrow’s markets.

• 70+ interviewees in Europe

• Expanded sampling taken in
N. America by Generix Group Directly
Core Principles
• Silos are killers –
Every group in your company must work together to
deliver the experience your customers expect
• Transformation is not for the faint of heart –
The initiatives required to succeed are
ambitious and wide-sweeping
• Customer experience demands coherence –
There can be no separation of on-line
and in-store strategies or execution
Survey Says…
1. Phygital is more than a buzz word –
You must reimagine the store experience
2. Knowledge is power –
You must break data silos, federate information
and form 360° client understanding
3. Don’t let systems hold you back –
You must modernize your technology
landscape and adopt an ecosystem of
application services
Survey Says…
4. K.I.S.S. and Collaborate –
You must simplify processes, drive transparency and
promote client engagement across your organization
5. Automate –
You must automate non-value add
tasks and leverage automation to facilitate
client interaction
6. Make it easy –
You must make the customer journey
easy, streamline and unify their
interactions with you
Survey Says…
7. A.I. and Machine Learning –
You must leverage AI and machine learning
to scale client engagements, gain insights
and optimize conversion paths
8. Trust is paramount –
You must ensure data protection.
9. Deliver on your promises –
In today’s world of near infinite choice,
brand integrity and trusted delivery is
critical
Conclusion
• Silos are killers

• Transformation is not for the faint of heart

• Customer experience demands coherence

• Strong management and solid talent

are a must
• Agile systems and processes are
critical
Thank you