Allow Customer Experience (CX) to be the driver, not the passenger
Summary
As our team reflects on the recent NRF 2023 event, one of the biggest takeaways we heard was from companies who want to make the shopping experience more personal and interactive but they struggle with legacy systems and outdated business processes. Even some of the largest retailers we ran across were still using outdated point of sale and order management options and that surprised us. Organizations know they need to leap into the new age and take on a digital transformation – but they often only make the effort when they desperately need a new tool, process or feature. This bolted-on approach is not sustainable and only makes it more challenging to implement new technology further down the line. As a result, their business processes and point of sales (POS) systems are slow and out-of-dated.
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