By Sarah E Taylor-Oracle on Jul 13, 2011
On June 24-26, Oracle hosted over 200 executive attendees from 95 retail organisations at Oracle Retail CrossTalk in Washington DC, bringing together Oracle’s retail customers, partners and other retail organisations to share insights into improving the performance of their organisations. This year’s event was a truly global experience with retailers China, Australia, the Middle East, South Africa, Europe, Latin America and the US gathered to hear an agenda packed with keynotes, breakout sessions, and discussion groups, supported by Oracle product roadmap and strategy sessions.
What makes CrossTalk so valuable for those attending is that the agenda is led by retailers. We saw 35 customer speakers discuss their businesses, detailing challenges faced and how they have engineered their businesses for success using Oracle. From electrical giant Best Buy, to the UK’s fourth largest grocer Morrisons, to China’s fastest growing pharmacy chain SinoPharm Pharmacy, to Canada’s largest womenswear brand Reitmans, each speaker shared valuable knowledge and best practice on strategy, benefits and implementation strategies to help the audience understand how to better leverage their investments in Oracle solutions.
The key themes that came through in many of the presentations explored the different ways in which organisations are placing the customer experience at the heart of their businesses and the importance of technology in helping retailers to develop, plan and execute strategies that meet expectations and drive experiences unconstrained by channel limitations.
Retailers take many different approaches to growing their businesses – SinoPharm discussed their acquisition strategy; Euroset communicated their pricing strategy; Dinosol spoke of reinventing their supply chain; Belk shared top-down strategy to transforming the entire business – but ultimately, each retailer shares the same goal - delivering an experience to their customers to drive business across their channels and influence loyalty.
It became clear in the presentations, that by working to align their operations and integrating previously siloed functions, retailers can transcend individual channels into a more connected experience that meets expectations and needs.I shall be looking to explore these themes in more detail over the next few months within this blog and also at the Oracle Retail Customer Forum in Berlin on October 4-5, where delving into the customer experience theme, and exploring with European retailers how they can gain actionable insight, optimise their operations and connect all their customer interactions to create a connected customer experience. For more information on the Oracle Retail Industry Forum, please click here.