Technology

LATEST TESCHNOLOGIES IN
OMNI-CHANNEL RETAIL
BUSINESS
Subject Faculty :- Ms Lipi

(Assistant Professor)
Submitted By :- Akshay Nath, Jyoti Pandey, Nashra
Qadir, Sarvesh Singh
Omni-
Robotic Process Automation
Streamline
Operation Artificial Intelligence
channel Augmented Reality
CRM
Increase Customer Metaverse
Engagement Marketing Automation Software
Analytics Tools
Data Management Tools
Machine Learning
Drive Sales and Predictive Analytics
Revenue Platforms
Marketing Campaigns
Lead Generation Tools
STREAMLINE OPERATIONS
ROBOTIC PROCESS AUTOMATION
A technology that allows software robots to automate
repetitive, rule-based tasks that are normally
performed by humans.
 Blue Prism – Companies such as Accenture, Deloitte, and KPMG
are using it to streamline supply chain operations, to improve
financial reporting and to enhance customer experience.
 Automation Anywhere - Companies such as IBM, Deloitte &
Infosys are using it to automate business process, to streamline
supply chain operations and enhancing customer experience .
ARTIFICIAL INTELLIGENCE
Use of technologies to improve the customer
experience across multiple channels, such as
email, social media, web chat, voice, and in-
person interactions.
 Google Dialogflow – Companies such as Sprint for answering
customer questions, enabling voice based interaction and
streamlining customer service, Walmart to enable customers find
products, tracking order & voice based interation, and Uber for
Streamlining communication with drivers and Booking rides.
 IBM Watson Assistant - Companies such as Verizon, Vodafone,
and T-Mobile are using IBM Watson Assistant for Providing
personalized support, Enabling voice-based interactions, Answering
customer questions and Streamlining customer service.
AUGMENTED REALITY
AR enhances both the virtual and real world, the real-
time use of information in the form of text, graphics,
audio and other virtual enhancements integrated with
real-world objects.
 IKEA Place – IKEA has developed an AR app that
allows customers to visualize how furniture would look
in their home before making a purchase.
 Lenskart Vision - With the help of AR technology,
Lenskart allows customers to try on different frames
virtually, and see how they look before making a
purchase.
 Sephora Virtual Artist – It allows users to try on
makeup virtually, using their smartphone camera.
INCREASE CUSTOMER
ENGAGEMENT
CUSTOMER RELATIONSHIP
MANAGEMENT
It refers to the software and tools used to
manage customer data and interactions across
multiple channels.
 Salesforce Marketing Cloud – Companies and brands, including

Adidas, Ralph Lauren, Burberry use Salesforce to improve customer
engagement and satisfaction.
 SAP CRM - Companies and brands, including Tommy Hilfiger,
Luxottica- which owns Ray-Ban are using SAP CRM for managing
customer relationships and sales processes.
METAVERSE
Metaverse is a spatial computing platform that
provides digital experiences as an alternative to or
a replica of the real world.
 The Sandbox – in Jul 2021 Gucci announced partnership with
Sandbox to create a virtual Gucci Garden, as well as a range of
virtual Gucci products. Walmart quietly preparing to enter the
metaverse.
 Roblox - Brands such as Nike’s virtual game & fashion show on
Roblox Named “Nikeland," and Adidas through its NMD
sneaker, jerseys, t-shirts, and hoodies game. Gucci have also
used Roblox for first virtual sneaker in Nov 2021.
MARKETING AUTOMATION
SOFTWARE
These are the applications that minimize the
need for human input.
 Zendesk – Brands such as Amazon, Shopify, Airbnb,
and OpenAI use Zendesk by directing all customer
inquiries from various channels such as email, chat,
and social media.
 Marketo - Brands such as Adobe, Dell, and Microsoft
use Marketo to manage their digital advertising
campaigns, email marketing campaign and create
personalized emails .
 HubSpot
 Pardot
ANALYTICS TOOL
These are the applications that minimize the
need for human input.
 Zendesk – Brands such as Amazon, Shopify, Airbnb,
and OpenAI use Zendesk by directing all customer
inquiries from various channels such as email, chat,
and social media.
 Marketo - Brands such as Adobe, Dell, and Microsoft
use Marketo to manage their digital advertising
campaigns, email marketing campaign and create
personalized emails .
 HubSpot
 Pardot
The practice of gathering and analyzing data on customer interactions across
all the channels your business uses.
Google Analytics: Brands such as Amazon, Dropbox, and Airbnb use Google Analytics to track
ANALYTICS TOOL
and analyze customer engagement on their websites, allowing them to make data-driven
decisions to improve customer engagement and satisfaction.
Omniture (Adobe Analytics): Brands such as Dell, HP, and Microsoft use Adobe Analytics to
track and analyze customer engagement across multiple channels, allowing them to make data-
driven decisions to improve customer engagement and satisfaction.
Mixpanel: Brands such as Airbnb, Uber, and Dropbox use Mixpanel to track and analyze
customer engagement with their products, allowing them to make data-driven decisions to
improve customer engagement and satisfaction

DATA MANAGEMENT TOOL
Tools are used to develop and monitor practices, as well as organize,
Process, and analyze an organization’s data.
Segment: Segment is a customer data platform that integrates with various tools and helps
businesses collect, unify, and route their customer data to various tools.
Tealium AudienceStream: It is a real-time customer data platform that provides a centralized view
of customer data and helps businesses create and activate customer segments for personalized
engagement.
Lytics: Lytics is a customer data platform that uses machine learning to unify and activate
customer data from various sources.
Acquia CDP: Its helps businesses centralize and unify customer data from various channels and
systems, and use it to deliver personalized experiences.
Some of the brands and companies that are using these tools are:
Segment: Intercom, Instacart, Twitch
Tealium AudienceStream: Hilton, Neiman Marcus, Hertz
Lytics: The New York Times, Iron Mountain, Allstate
Acquia CDP: T-Mobile, Samsung, NBC Universal
INCREASE CUSTOMER
ENGAGEMENT
MACHINE LEARNING
PREDICTIVE ANALYTICS
Predictive analytics is a branch of advanced analytics that makes
predictions about future outcomes using historical data combined with
statistical modeling, data mining techniques and machine learning
Sales forecasting - Brands like Walmart and Target
Customer lifetime value (CLV) prediction - Retailers like Sephora and Macy's
Churn prediction - Brands like Amazon and Netflix
Fraud detection - Retailers like Nordstrom and REI

Customer segmentation - Brands like Nike and Adidas
Dynamic pricing - Online retailers like Amazon and eBay
Product recommendations - Retailers like H&M and Zara
Inventory optimization - Brands like ASOS and Walmart

PLATFORMS
• Content Management System CMS) - Shopify and Magento
• Order Management software (OMS) – Bright pearl and Veeqo

MARKETING CAMPAIGN
Steps and activities that promote your company's product or service,
with a specific goal in mind.

• McDonald’s – Interactive touchscreen
• Sephora “ House of Beauty” - Digital Beauty

LEAD GENERATION TOOLS
Tools which help in gaining the interest of potential customers
to increase future sales.
• Chatbots - Brands like H&M and Pizza Hut
• HubSpot – Canva and Moz

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LATEST TESCHNOLOGIES IN

Subject Faculty :- Ms Lipi

channel Augmented Reality

 Salesforce Marketing Cloud – Companies and brands, including

Churn prediction - Brands like Amazon and Netflix

Fraud detection - Retailers like Nordstrom and REI

Dynamic pricing - Online retailers like Amazon and eBay

Product recommendations - Retailers like H&M and Zara

Inventory optimization - Brands like ASOS and Walmart

• Order Management software (OMS) – Bright pearl and Veeqo

• Sephora “ House of Beauty” - Digital Beauty

• HubSpot – Canva and Moz

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