In this webinar, Matt Hopkins, Head of Retail Solutions, Board, Catherine Tooke, SVP Product & Planning, Sweaty Betty, and Subir Gupta, Managing Principal, Thought Provoking Consulting join Retail Systems Editor Jonathan Easton to discuss the findings of the recent Retail Systems report The Merchandise Planning Challenge: How are retailers harnessing technology to optimise planning and retain customers? and examine the innovations that are improving retail planning.

Customers want a coherent, connected journey when they engage with a retailer.

An Order Management System (OMS) helps retailers manage inventory across the multiple channels they’re selling through.

In the on-demand economy, customers now expect to be able to engage with retailers for a range of customer queries, from delivery tracking, order changes, returns or complaints, at the click of a button and on the channel of their choice.

The way consumers interact with retailers has fundamentally changed over the past few years. Rather than relying on the physical store, now consumers use multiple channels to access retailers, starting from mobile, web, and physical stores. As the technology gets more advanced, the number of channels consumers utilize increases – consumers can even complete orders with their own voice via smart home devices like Amazon Alexa.

Retail technology, be that back office or on in store, has long been proposed as a way of countering the rising dominance of e-commerce and of driving efficiencies. But the pandemic has made the case clear - to get customers shopping again, retailers must meet rapidly changing expectations for safety, seamless checkout and personalised offers.

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