4 Yam Tseem Ceeb Los Ntawm Lub Xyoo Tshiab Xyoo no

Lub National Retail Federation's Big Show txuas ntxiv raws li tau teem tseg thaum pib ntawm lub lim tiam nyob rau hauv lub ntsej muag ntawm COVID kev txhawj xeeb uas zoo li qhia tau hais tias kev lag luam tag nrho tau npaj yuav rov qab los ntawm kev sib kis. Ntau lub npe, los ntawm cov lag luam me me mus rau cov khw muag khoom thiab cov tuam txhab thev naus laus zis, tau tshaj tawm thiab qhov ntawd yuav txuas ntxiv thawb kev lag luam mus tom ntej thiab txhawb kev lag luam rov qab. Muaj ob peb lub ntsiab lus tseem ceeb ntawm cov zaub uas qhia tias yav tom ntej ntawm cov khw muag khoom yuav zoo li cas hauv kaum xyoo tom ntej no thaum peb txuas ntxiv pom qhov tsis meej pem ntawm lub ntiaj teb digital thiab lub cev. 

Kev sib xyaw lub ntiaj teb digital thiab lub cev kom tau raws li cov neeg siv khoom xav tau

Ntau lub khw muag khoom loj suav nrog Lub Hom Phiaj, Walmart, thiab Ralph Lauren tau nthuav tawm cov yeeb yaj kiab thaum NRF thiab txhua tus muaj ib yam zoo sib xws - lub khw muag khoom lub cev nyob ntawm no, tab sis lub ntiaj teb digital tau loj hlob. Pom tseeb hauv ob xyoos dhau los peb tau pom kev muag khoom e-lag luam loj zuj zus vim qhov xwm txheej kis thoob qhov txhia chaw, tab sis rau ntau tus neeg siv khoom lub ntiaj teb lub cev tseem ceeb heev. Lub koom haum IBM rau Kev Lag Luam Tus Nqi thiab NRF tau tshaj tawm cov kev tshawb fawb ntawm cov neeg siv khoom ua ntej qhov kev tshwm sim uas 72% ntawm cov neeg teb tseem siv lub khw los yog tag nrho ntawm lawv qhov kev yuav khoom. Txawm li cas los xij, cov tub ntxhais hluas tau hloov qhov tseem ceeb. 36% ntawm Gen Zers nyiam kev ua lag luam hybrid. 

Thiab cov khw muag khoom thiab cov tuam txhab thev naus laus zis tau sau tseg. Ua raws li cov neeg siv khoom xav tau rau txhua tus pej xeem, thaum daunting, tsis yooj yim sua hauv ntiaj teb niaj hnub no. Adobe tab tom twv ntawm lub khw muag khoom nrog cov kev daws teeb meem tshiab thiab muaj peev xwm ua rau Adobe Journey Optimizer hauv Adobe Experience Platform thiab Adobe Commerce. Cov thev naus laus zis tshiab yuav ua rau hauv khw ua tiav sai dua thiab ntau tus neeg siv tus phooj ywg rau cov neeg ua haujlwm thiab cov neeg siv khoom. Kev xa xov muaj peev xwm yuav ua rau nws yooj yim dua rau cov khw muag khoom kom ncav cuag cov neeg siv khoom ntawm lawv txoj kev nyiam ntawm kev sib txuas lus nrog kev xa xov.  

Ntawm lub khw muag khoom ntawm kev lag luam, Lub hom phiaj thawj koom ruam loj ntawm lub khw muag khoom lub cev thaum pib muaj kev sib kis thiab nws tau them nyiaj rau lub thawv loj. Lub hom phiaj ua pivots yooj yim, muab ntau txoj kev ua kom tiav rau cov neeg siv khoom xws li curbside, hauv khw, thiab tib hnub xa khoom los ntawm lub khw ze tshaj plaws. Qhov kev hloov pauv no kom cov neeg siv khoom nyab xeeb thiab kev yuav khoom txawm li cas los xij lawv nyiam yuav txuas ntxiv mus.  

Kuj tseem muaj qee qhov kev tham txog kev muag khoom thiab yav tom ntej ntawm metaverse. Txawm hais tias qhov no yuav yog ob peb xyoos tam sim no, nws yog ib qho tseem ceeb rau cov khw muag khoom kom pib saib mus rau yav tom ntej tam sim no los npaj rau qhov yuav los. Peb puas yuav khoom hauv lub metaverse? Peb puas yuav yuav khoom rau peb tus kheej? Los yog puas yuav metaverse tsuas yog lwm txoj hauv kev mus cuag cov neeg siv khoom? Thaum lub metaverse yog qhov tseem ceeb ntawm lub sijhawm no thiab tau dhau los me ntsis hauv nws cov hnub thaum ntxov, qhov ntawd tsis tau txhais hais tias cov ntawv thov metaverse zoo li cov neeg siv khoom siv avatar-tsav, augmented kev yuav khoom, 3D lag luam thiab ntau dua. Los ntawm Walmart mus rau Ralph Lauren, muaj kev pom zoo tias qhov no yog thaj chaw rau yav tom ntej rau cov khw muag khoom. Tsuas yog lub sijhawm yuav qhia, tab sis qhov tseem ceeb yog pib npaj tam sim no. 

Diversity, Equity, thiab Inclusion Initiatives Abound

Hauv ob peb xyoos dhau los no, ntau lub khw muag khoom tau muaj kev suav nrog DEI teg num. Hauv ib qho kev nthuav qhia tseem ceeb, James Fripp, tus thawj tswj hwm kev ncaj ncees thiab kev koom nrog ntawm Yum! Brands hais rau cov neeg tuaj koom tias yog lawv tsis txhawj xeeb txog kev ua kom txaus ces lawv yuav ua tsis tau txaus. Kev txhim kho kev sib txawv thoob plaws txhua theem ntawm lub koom haum los ntawm cov khw muag khoom hauv pem teb mus rau chav tswj hwm yog qhov tseem ceeb ntawm cov khw muag khoom tshiab. Kev koom tes nrog cov neeg siv khoom ntawm txhua qhov keeb kwm yav dhau yuav tsum muaj cov neeg ua haujlwm ntawm txhua tus keeb kwm yav dhau. 

Walmart's CEO mus kom deb li deb los tawm tsam cov khw muag khoom kom pom tseeb nrog lawv cov kev pib sib txawv. Walmart tshaj tawm tsab ntawv tshaj tawm txhua xyoo nrog kev pom ntawm cov pej xeem ntawm cov neeg ua haujlwm thiab lawv cov kev nce qib. Qhov no yog qhov peb yuav tsum pom ntau dua hauv 2022. 

Sustainable Khw thiab ESG

Qhov no tsis yog qhov kev hloov tshiab, tab sis yog qhov loj hlob. Cov tub ntxhais hluas cov neeg tau txais kev pabcuam tau tsav lub thawb kom muaj kev ruaj ntseg ntxiv hauv cov khw muag khoom thiab ntau tus tau tshaj li kev siv tshuaj ntsuab thiab daim di ncauj uas tau muab rau ntev. Lawv xav tau kev hloov tiag tiag. Raws li, tib lub koom haum IBM rau Kev Tshawb Fawb Tus Nqi Lag Luam, 62% ntawm cov neeg siv khoom txaus siab hloov lawv cov kev yuav khoom los txo qhov cuam tshuam ib puag ncig. Thiab ib nrab ntawm cov neeg teb tau txaus siab them tus nqi them rau kev ruaj ntseg. 

Cov khw muag khoom yuav tsum tau teb. Hauv kev sib tham nrog Walmart thiab Rothy ob lub koom haum tau tham txog cov lus qhia rau kev tsim thiab tswj cov hom phiaj kev ruaj ntseg thoob plaws lub koom haum thiab yuav qhia li cas rau lawv qhib. Hauv kev sib tham zoo sib xws, Ikea US CEO thiab Chief Sustainability Officer tau qhia tias nws yog ib qho tseem ceeb los tsim cov tswv yim uas txhawb lwm tus, tab sis lawv yuav tsum yog los ntawm lub tuam txhab tseem ceeb. Kuv paub tseeb tias cov ncauj lus no tsuas yog txuas ntxiv mus rau qhov muaj koob npe raws li cov tub ntxhais hluas tiam dhau los ua cov neeg yuav khoom loj dua.  

Xyoo dhau los peb tau pom cov nyiam Amazon (AWS), SAP, ServiceNow, Microsoft, Salesforce, thiab ntau tus thawj coj hauv huab, thev naus laus zis, thiab kev lag luam software xa tawm cov qauv ntawm "Sustainability Cloud," thiab khw muag khoom tau kawg. yuav yog cov neeg siv khoom loj ntawm cov thev naus laus zis no thaum lawv nrhiav kev ua pov thawj rau cov neeg siv khoom tias lawv cov kev siv zog ESG ntau dua li "Greenwashing." 

Leveraging Technology rau cov neeg siv khoom thiab cov neeg ua haujlwm

Technology, ob qho tib si uas twb muaj lawm thiab tshwm sim, tab tom ua si ib qho tseem ceeb ntxiv nyob rau hauv lub khw muag khoom kev paub. Cov tuam txhab thev naus laus zis tseem ceeb tau nce qib kom xa cov thev naus laus zis uas yuav pab cov khw muag khoom coj tus neeg siv khoom mus rau qib tom ntej. Piv txwv li Qualcomm, showcased li cas IoT thev naus laus zis pab cov khw muag khoom hloov pauv hloov pauv. Los ntawm cov tsheb yuav khoom ntse rau kev sib tw tsis muaj kev sib tw, mus rau cov khoom siv ntse ntse nrog cov yam ntxwv tshiab, peb zoo li yuav pom kev siv thev naus laus zis hauv khw hauv ob peb xyoos tom ntej no. Kev ua qauv qhia txog biometric siv tus ntiv tes thiab qhov peb feem ntau tau paub ua "Face ID" them nyiaj yuav txuas ntxiv mus ntxiv rau ob qho laj thawj kev nyab xeeb thiab yooj yim. 

Qee cov khw muag khoom tseem tab tom tsom mus rau kev xa khoom mus rau qhov chaw thiab chaw sib sau ua ke. Backcountry, ib lub khw muag khoom tshwj xeeb sab nraum zoov, siv Oracle Retail Xstore Point-of-Service, cov koom tes hauv khw muag khoom yuav muaj zog nrog cov ntaub ntawv tsim nyog los coj cov neeg siv khoom kev paub mus rau qib tom ntej. Nrog rau pab pawg muaj npe, muaj kev txhawb nqa siab, Backcountry cov neeg yuav khoom tuaj yeem xav tau tib theem ntawm kev pabcuam sab hauv thiab sab nraum lub khw-ib qho kev nyiam hauv lub tswv yim, tab sis ib yam dab tsi uas tseem tsis tau paub txog hauv cov tsiaj qus. Cov thev naus laus zis zoo li no los ntawm Oracle ua ke nrog cov tiam tom ntej headless CMS los ntawm cov tuam txhab xws li Contentful thiab Adobe yuav ua haujlwm ua kom paub txog omni-channel lub peev xwm. 

Kuv tseem nyob twj ywm bullish tias thev naus laus zis yuav yog lub hauv paus tseem ceeb rau kev xa tawm cov neeg siv khoom tshiab tom ntej, txawm tias qhov kev sib xyaw ua ke lossis tsuas yog xa cov ntaub ntawv zoo rau cov neeg siv khoom. Cloud-based CX cov cuab yeej zoo li Zendesk, Tsib 9, thiab Talkdesk, piv txwv li, yuav yog qhov tseem ceeb rau kev pabcuam cov neeg siv khoom xav tau thiab yog tag nrho cov txheej txheem API thiab cov peev txheej AI tseem ceeb rau kev ua haujlwm thiab txhim kho kev pabcuam ib puag ncig. Kuv kuj tau bullish rau lub hwj chim ntawm cov neeg siv khoom cov ntaub ntawv platform rau cov khw muag khoom, thiab qhov ntawd tseem maturing. Cov ntaub ntawv muaj nqis, piv txwv li, yog sib xyaw CX, Chaw Tiv Thaiv, thiab CDP, nrog rau nws qhov kev tsom mus rau tam sim no hauv kev ua kom tag nrho cov ntaub ntawv muaj rau tus neeg sawv cev hauv chaw sib cuag los txhim kho cov txiaj ntsig ntawm cov neeg siv khoom. CDP's yuav pab txhua qhov ntawm kev taug kev, thiab cov neeg ua si hauv qhov chaw no suav nrog Twilio, Microsoft, Adobe, Salesforce, thiab Oracle yog txhua tus nquag ua haujlwm los tsim CDP tiam tom ntej.

Thaum kawg, nws tsim nyog sau cia tias thev naus laus zis tsis yog rau cov neeg siv khoom xwb. Ntau lub khw muag khoom tau saib xyuas cov neeg ua haujlwm ib yam nkaus thiab muab lawv cov khoom tsim nyog los ua kom lawv txoj haujlwm yooj yim dua. Qhov no suav nrog ntau cov cuab yeej pem hauv ntej xws li Honeywell's thev naus laus zis uas tso cai rau lub suab xaiv thiab suav rau tes dawb thiab txo qis kev sib tsoo. Muaj ntau ntau cov cuab yeej siv cuab yeej technology tshiab thiab tam sim no rau cov neeg ua haujlwm los txhawb kev paub txog lub sijhawm tiag tiag thiab kev sib txuas lus nrog kev sib koom ua ke rau hauv ERP thiab CX cov cuab yeej. 

Tom ntej no Rau Cov Khw Muag Khoom

Cov lus tshaj tawm ntawm NRF tau muab peb pom rau yav tom ntej ntawm kev muag khoom. Qualcomm, Adobe, Oracle thiab ib tug bevy ntawm lwm lub tuam txhab thev naus laus zis tab tom tsim cov kev daws teeb meem tshiab uas yuav hloov pauv cov khw muag khoom mus txog cov neeg siv khoom thiab yuav ua li cas cov neeg siv khoom lag luam. Kuv kuj ntseeg tias cov thev naus laus zis tshiab no thiab cov kev hloov pauv tseem ceeb tsuas yog thawj dominoes poob thiab yuav ua rau lwm yam kev vam meej. Peb tab tom pom kev hloov pauv sai hauv qhov chaw nrawm nrawm no thiab kuv tsis xav tias nws yuav qeeb sai sai.