Omni-Channel Customer Experience Assessment (OCEAN) | HCL Tech

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OCEAN

Overview

With drastic changes occurring in the shopping trends and consumption pattern of customers, the retail and CPG industry is constantly being challenged. It is compelled to discover opportunities for growth by tapping into new markets and meet local demands through innovation. This requires complete engagement with customers across channels and new geographies, while maximizing operational efficiency. Achieving this essentially calls for a partnership, one which contributes across the value chain by sharing KPIs and effective strategies for the organization.

HCL provides specialized offerings to global retail and CPG players in enterprise applications, including Omni-Channel Customer Experience Assessment (OCEAN).The OCEAN tool assists organizations in evaluating their existing e-commerce and multi-channel business processes and technologies. It runs a comparison to top consumer industry practices, thereby identifying and highlighting areas in need of improvement in terms of functionality, omni-channel integration, and user experience to impact customer affinity, conversion and retention. The OCEAN maturity assessment facilitates many aspects, such as CI capability assessment, current state diagnostics, compliance measurement, experience redesign, senior management coaching, and employee survey requirements.

HCL recognizes the importance of e-commerce site design and performance, and how rapidly they need to constantly evolve. In our omni-channel customer experience assessment, we have developed a health assessment tool to assess:

  • Basic e-commerce capability
  • Innovation and market trend adoptability
  • User experience
  • Ease of operations
  • Customer affinity
  • Business enhancement capabilities
  • Value-adding features

HCL’s customer-centric principles coupled with the latest technological expertise and omni-channel integration tools enable us to provide these services efficiently. We leverage the best-in-class omni-channel CE diagnostic tools and deeply experienced practitioners in the industry through an action-oriented approach and a detailed and practical vision.

Solutions

Vendor Audit and Compliance

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Retail Connect

Mobility solutions that incorporate latest technological trends such as NFC, coupons/payment, geo-fencing alerts, etc.

Integrated Retail Planning

Integrated Retail Planning framework helps align your supply chain and merchandize plan with long term business strategies

MyStore Dashboard

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Mappin

Mappin is a browser based tool that helps smoother onboarding of trading partner

Food Safety and Traceability

Our Track and Trace solution helps in ensuring compliance with food safety regulations with complete visibility of supply chain.

Retail Enterprise Collaboration

Enhance the quality of communication, the speed of collaboration and employee engagement.

Portfolio Optimisation

Make informed decisions by analyzing your competencies and gaining insights across the IT landscape and business value chain.

BlinkE-On Demand Ecommerce

Enhance your digital business in cost effective and agile manner using our BlinkE architecture

Client Success

CASE STUDIES

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Insights & News

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INSIGHTS

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