Episode 8: Digital Transformation Series: The New Customer Experience & Improving Operations With Technology (Part 2)

Announcer: Welcome to this episode of “60-second Retail” - a BDO podcast keeping you in-the-know on events and trends in retail and consumer products industry impacting your bottom line, in just a few short minutes.

Natalie: Hello, my name is Natalie Kotlyar, I am the National Leader for the Retail and Consumer Products industry group at BDO USA.  In this episode, part of our Digital Transformation series, we are speaking with Robert Brown, Managing Director and Client Executive at BDO USA, to discuss how technology can aid in delivering the “new normal” for customers and improve operations.

How do you see retail changing in terms of the new normal, for the customer experiences, and for brick and mortar?

Robert: I certainly think that we look at the new normal as a combination of both a physical presence that storefronts have invested in and how they've done their business, but obviously there's a dramatic change to their online presence.

I would add to that, that there is also an importance of the crossover between the online experience and the in-store experience.  What we're going to start to see is, more and more customers who may start the journey of buying with retailers online, but actually complete that purchase and picking up the products and services that they want.

This is really representing a new omni-channel focus, which is going to require a whole different change to the way that they fulfill their products on the back end of the business.


Natalie: That makes a lot of sense, but where can technology make immediate improvement to retail operations?

Robert: The most obvious is creating their digital presence online, both from their storefront, so very low cost solutions are available so they can spin up a storefront online, and the 2nd is leveraging the digital conversation that's happening online in their social media presence, as well as, their digital advertising campaigns.

It's important those technologies overlap because again, what we want to do is capture that conversation and convert that conversation to an E-Commerce sale if you will. So that's an important aspect of creating a success strategy going forward.


Natalie: Great. Low cost solutions sound really good right now.  Thank you, Robert. We look forward to continuing the discussion in future segments on the importance of digital transformation in the retail industry.

Announcer: And that concludes this episode of BDO’s “60-second Retail” podcast.  Don’t forget to tune in for the next episode!  To find more information on our hosts, guests, BDO’s services, or listen to previous episodes of “60-second Retail”, please visit www.bdo.com/60-second-retail.



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