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Winning the Consumer Goods and Retail Digital Revolution

Guest Author

Sunil Chhabra, VP of Industry CX Product Management for CG&R

It’s no surprise the consumer goods and retail (CG&R) industry is undergoing a seismic shift as these headlines below clearly demonstrate. There’s no sign of any let-up in the pace of change.

For CG&R brands that are struggling to compete, Oracle wants to help.  Over the past several months, Oracle has worked closely with companies and partners to dig deep into the trends and challenges facing this industry. Based on these learnings, we are now offering Cloud-based solutions to help companies:

  1. Get Smarter With Data: get better customer insights
  2. Think Different: how to flawlessly execute omni-channel direct-to-consumer (D2C), and
  3. Fulfill Perfectly: how to execute frictionless and perfect omni-channel fulfillment at scale

Smart Consumer Insights

The journey to a successful digital transformation starts with honing to precision the ability to acquire and harvest consumer data – transactional, behavioral, and social – from all sources.  And then, become capable to use AI to make intelligent decisions. These multidimensional insights will help CG&R companies to quickly and accurately identify consumers at their ‘moment of need’; create relevant intent and behavior driven offers, prices and messages. Marketing and sales will effectively link to improve conversion rates to generate higher revenue and improved margins with greater predictability.

Oracle Consumer Markets

Flawless Omni-Channel Direct to Consumer

Consumers today want companies and retailers to think differently – from a "by the pallet" mentality to a 'by the each" mindset. Companies need to cultivate the ability to provide continuity and context as conversations with the consumer traverse all channels. This direct relationship with the consumer presents multiple benefits including more opportunities to upsell, cross sell, and increase brand equity by protecting margins and reducing discounts and the threat of generic brands.

Perfect Omni-Channel Fulfillment

Customers expect the commitment made during the purchasing process will conclude with a perfect delivery experience. CG&R companies need to also provide consistently accurate information across all channels, allowing them to flawlessly process and ship orders, bill consumers accurately, and make the experience omni-channel worthy by making it easy for consumers to cancel or return orders through any channel.

Consumer Goods & Retail is a space that’s ripe for innovation due to technological, demographic and societal changes. Oracle CX can help CG&R companies be better prepared to succeed with these changes.

Click here to read more about Oracle Consumer Goods and Retail solutions

Read the eBook Reinventing the Customer Experience in the Era of the Connected Consumer

Read this WSJ article - How Artificial Intelligence Will Make Retail More Intelligent


Join the discussion

Comments ( 2 )
  • Vinay Iyer Friday, June 8, 2018
    Nice blog Sunil. Another key driver for CG and Retail companies is driving customer loyalty and building advocacy. Would like to hear your thoughts on this.
  • Rick O'Herron Friday, June 8, 2018
    Cool blog - hope to see more around this topic.
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