Sarah Lynch's insights on Internet Retailing Conference 2015
I joined a few Salmon folks this week and headed down to Hammersmith for the Internet Retailing Conference 2015. With an operations delivery focus, I’m always interested in staying current when it comes to how people are improving their toolkits to make them more customer-focussed , and equally the experiences of those people using them to achieve success.
A few great keynotes across the different streams (the customer, the products & services, the order); Caroline Rolfe, Global Director – Digital at GHD spoke of building better connections with the customer through digital channels. For me, this is a further extension of how GHD have continued to punch above their weight, from the early days of stepping into true cross-border eCommerce (admittedly helped along by a number of acquisitions) to their current iterative approach to introducing engaging new features – Caroline’s philosophy is that the secret to success is aligning everything to the proposition offered to customers, and keeping things simple and consistent. Truly understanding customer behaviour allows GHD to understand what will delight, as opposed to confuse. This approach is all backed up by an enterprise-level approach to infrastructure and application architecture. [More about this here]
In fact, one of the highlights of the conference included for me a detailed discussion around InRiver’s latest incarnation of their PIM product. Delivering a really nice user interface and a decent set of features, there are already many existing integrations with some of the major eCommerce platforms such as IBM WebSphere Commerce, Hybris, Magento and Demandware. Not designed solely for those eCommerce managers who are navigating their way through millions of products and SKUs, there is value to be had across the wide ranging Retail sector and I will be looking forward to hearing more.