Tuesday Feb 03, 2015

Happy Birthday Amazon Prime

Has it been 10 years?  During that time Amazon's revenue has increased from $6.9B to $89.0B, and I'm guessing the unique program was a big part of that growth.  It's estimated there are $40M members, which would represent about 45% of Amazon's US customers.  I'm a member (although I only receive the free 2-day shipping because I share my brother's membership).  The student discount trains young shoppers to expect 2-day delivery, and I imagine the program is pretty sticky.  Unfortunately, Amazon is pretty secretive about its successful program.  Clearly they lose money on the actual shipping, but they seem to make it up on the increased number of purchases.

Now there's Prime Fresh for $299/year to deliver fresh groceries in limited cities.  Back in 2005 I could never have imagined how successful this program appears to be, and what's more impressive is the breadth of its offerings. Now Amazon is starting to open stores on college campuses, considering the purchase of existing Radio Shack stores, and there's always PrimeAir hanging out there waiting for regulators to set it free.  I wonder what's next?

Monday Feb 02, 2015

Payments in the Retail Industry

Last week I delivered a webinar for some of our Oracle Retail User Group (ORUG) members on payments in retail.  With NFC, EMV, and the many emerging payment solutions on the market, its important to keep current.  The deck is below, and a brief overview is after that.

Slide 2- The basics of credit card fees.  With a $100 purchase, the merchant actually gets $98 after fees taken by the issuing back, card network, and acquiring bank. Card fees are one of the most expensive costs for retailers.

Slide 3- The big emerging payment solutions are Google Wallet, PayPal, SoftCard, ApplePay, and MCX/CurrentC.  Google and Softcard is straightforward NFC with coupons and loyalty.  ApplePay is focused simply on payment.  PayPal is trying to extend online payments to the offline world, and MCX is trying minimize costs for retailers.

Slide 4- There are tons of smaller, emerging payment schemes including solutions from Final, Plastc, SimplyTapp, and Dwolla among others.

Slide 5- Krebs has a nice list of the types of fraud in the industry.  There are lots of opportunities for thieves.

Slide 6- Data breaches occur in many industries, not just retail.  Its a widespread problem.

Slide 7- Every retailer needs a Response Plan so they are prepared when a breach is discovered.

Slide 8- EMV is a step in the right direction, but it doesn't solve all the issues.  With base EMV, card numbers are still in the clear so memory scraper malware, the cause of several recent breaches, would still capture account numbers.  Also, retailers should be aware the when EMV is rolled out, fraud tends to migrate online.

Slide 9- There are three advanced solutions that help combat online fraud, but none of them is in widespread use due to additional friction and costs.

Slide 10- The liability shift is coming soon, so retailers need to understand what it entails.

Slide 11- The card issuer configures the card to determine the cardholder validation method, which can be online PIN, offline PIN, signature, and none.  Unfortunately, some banks are choosing signature, which isn't the most secure.

Slide 12- The process of using an EMV card is slightly different than magstripe, so lots of training will need required.

Slide 13- Some advice for retailers when they implement EMV.

Keep your eye on this space as it continues to change.

Friday Jan 30, 2015

A New Kind of Credit Card Fraud

Fraud analysts at credit card issuers (banks) pour though transactions looking for credit card fraud. Patterns in this data are what usually lead investigators to find breaches. Find a bunch of transactions involving stolen numbers, then work backwards to find the commonality and you've got your breach. But there are lots of additional patterns in that data as well.

Two enterprising fraud analysts at Capital One decided to look at purchase patterns for public retailers, then use that information to place bets in the stock market. Why not, right? All of Capital One's credit card transactions are sitting in the database for them query. As you can see in the heavily redacted SQL query below, it took some serious analytical skills.

For example, they compared this quarter's volume of Chipotle transactions to last quarter's and seeing that sales were strong decided to buy call options just before the earnings announcement. Earnings were good so the stock went up, and their $100,000 investment netted $270,000 in profits -- for basically three days work.

Over three years, they made around $2.8M which worked out to about a 1819% return on their investment. Of course this is considered insider trading and they were eventually arrested. So the guys that were looking for credit card fraud were actually committing a different kind of fraud. There's gold to be mined in that data. See the complete story over at Bloomberg View.

Thursday Jan 29, 2015

Lenox Launches eCommerce Transformation with Oracle

As we talk with new and long-standing customers of the Oracle Retail community, we truly learn their perspectives on IT priorities and the role of technology in their business strategy. E-commerce projects are on warp speed as retailers gear up and prepare to use technology platforms for omni-channel promotions and fulfillment. 

Venerable luxury tabletop brand Lenox, which sells not only its namesake lines (Lenox, Dansk, and Gorham) but also designers kate spade new york, kathy ireland HOME, Marchesa and more, is among those tapping the latest commerce technology to keep pace with customer expectations. In a recent phone conversation, Lenox CIO Erik Andersen talked about the major e-commerce transformation underway at the company, and he emphasized a focus on revitalizing the brand, improving promotion strategy and enhancing the customer experience.

 “As we evaluated where we are today and where we are going next as a company, we recognized the need for a world class e-commerce site that would enhance the entire customer experience and accommodate mobile, tablet and desktop to capture demand and execute the sale,” said Erik Andersen, CIO of Lenox. “By replacing a transactional, order management approach with a proactive and comprehensive marketing and promotion strategy, we are able to work smarter, get ahead of the curve and offer better promotions to our customers. We are also showcasing our enhanced brand image,” said Andersen.

Lenox produces its premium fine china patterns at the only fine bone china factory in the U.S., where it leverages its own marketing and design, sourcing and fulfillment, and is a top wholesaler to Macy’s, Bed Bath and Beyond, Belk, Dillard’s, and other major department stores, as well as Amazon and QVC. Lenox also sells direct through e-commerce, catalog, telemarketing and a chain of retail stores primarily located on the east coast.

This new e-commerce investment helps Lenox improve its business processes and gain efficiencies. The availability of insightful data makes it possible for marketers to develop personas, conduct market segmentation, and deliver meaningful promotions to better manage the business. The company also uses Oracle JD Edwards financials and a Manhattan Associates solution in its warehouse.

“Within a very short time, everyone on the team knew the site was looking exactly the way it should. We have strict goals for revenue lift. What I’m looking for is enhanced data and analytics. Oracle Commerce will help us gain a better understanding of our customer, better inventory turns and margin management,” said Andersen. “Working with Oracle partner Speed Commerce assured us that we would be up and running quickly with no issues.”

“As part of the RFP process we looked at R&D investment, and Oracle is second to none. We wanted to be able to stay the course and Oracle is making the right investments which gives us a lot of confidence that the platform will keep pace with changes and enhancements,” he added. “We already use Oracle Endeca in our current e-commerce environment and we will stay with that while going to the full Oracle Commerce platform. We will enhance search engine optimization and provide a more organic search experience as our online commerce business continues to grow,” said Andersen.

Congratulations to the entire team at Lenox for the transformation now underway! Welcome to the Oracle Retail community. 

Shop. Explore. Experience. Oracle Commerce @ http://www.lenox.com

Saturday Jan 10, 2015

ALEX AND ANI Selects Oracle Retail to Extend Personalized Approach

Founded in 2003, American jewelry brand Alex and Ani has cultivated a loyal customer following based on careful craftsmanship, an eye toward personalization, and reliable, seamless engagement in stores and online.  Next, the retailer is upgrading its behind-the-scenes processes with Oracle Retail merchandising, planning, point of service, and warehouse management solutions. The world-class integrated suite not only catches up with ALEX AND ANI’s recent explosive growth, but also allows for plenty of “thinking big” in coming years.

“One of our taglines is that you own the story,” said George Franzino, consultant and program manager for ALEX AND ANI’s “Project Prophet” software implementation. “This is our story. We’re going to need this system really soon. It’s the power of positivity.”

In ten years, ALEX AND ANI has grown from a single store in Newport, RI, to a nationally recognized lifestyle brand. Offering bangles, necklaces, earrings, rings and charms—all designed to “adorn the body, enlighten the mind, and empower the spirit”—the omni-channel retailer has more than 40 brick-and-mortar main street stores, an e-commerce site, international sales, and a wholesale business. The company’s legacy systems, however, have been unable to handle the complexity of the multiple distribution channels. There were no planning solutions in place to provide visibility into the supply chain, and no streamlined processes that could really provide value.

The new Oracle solution, with its first “go live” in April, focuses on planning and multichannel capabilities, with special attention given to better integrating social media. Part of the brand image, Franzino said, is the customers’ sense of relationship with award-winning brand founder Carolyn Rafaelian, in addition to principles such as domestic manufacturing, sustainability, and a focus on charitable donations.

“It’s a very creative environment,” Franzino said. And that “willing to stretch” energy carried through when it came time to build the new system.

“This is really a wholesale replacement of the system we have,” Franzino said. “It really does touch everything. At the same time we’re implementing this system, we’re building the company.” The implementation involves new departments, an expansion of functional areas, and new hires; as such, it bodes well that so many in the industry workforce already are skilled at working with Oracle.

Franzino, who has worked largely with Oracle products since 2004, said Oracle was the right choice for ALEX AND ANI because of scalability and best practices. Likewise, the retailer required an enterprise system to support its business focus of sustaining excellent customer relationships and being able to provide what they want, how they want it.

“This is the execution layer of delivering on that brand promise to our customers,” he said. “This will greatly enhance that customer experience.”

For more insight to ALEX AND ANI’s cross-channel strategy, read an executive Q&A with VP of Digital Strategy Ryan Bonifacino here. (1to1 Media)

Thursday Jan 08, 2015

Coupons in the Car

Drivers have always been an easy target for advertisers, whether its via the FM radio or roadside billboards.  But its time to be a little less "spray-and-pray" and a little more surgical in these communications.  OnStar recently announced AtYourService, a commerce platform that connects drivers to merchants in the car.  Recall OnStar is the concierge service provided in GM cars; press the OnStar button, then ask the operator for directions, a phone number, the nearest gas station, etc.

This evolution makes perfect sense.  Drivers will now be able to get offers from nearby retailers, restaurants, and hotels.  Don't panic; this is a pull model so your car won't be spammed with unwanted advertisements.  Just as BLE beacons enable contextual offers in stores, OnStar will use the car's location and the request to select relevant offers.

RetailMeNot, the online and mobile deals site, has inked a deal with OnStar to provide the deals.  I myself always visit retailmenot.com before making an online purchase so I can see if there are any applicable coupons.  Its saved me lots over the years.  Now the 6 million OnStar subscribers can save some money too.

Tuesday Jan 06, 2015

Retail Robots

I thought it fitting to kick the new year off with a futuristic topic, and what more futuristic than robots?  Lowe's hit the news back in October with their OSHbots, a robot deployed in their Orchard Supply Hardware store in San Jose, CA.  As a sales assistant, the robot provides customers with product and inventory information using voice response, much like Siri.  It navigates the store using collision avoidance technologies like its 3D camera.

Similarly, an Aloft hotel in Cupertino, CA deployed a robot that navigates the hotel and delivers items to rooms when requested by guests.  Need extra towels or perhaps another pillow?  SaviOne, your robotic bellhop, will deliver it to your door.  At Carnegie Mellon, inventory counts in the bookstore are handed by AndyVision, an autonomous robot that scans shelves looking for out-of-stock situations.

At around $150,000 per robot, these solutions are unlikely to be cost-effective yet, but as the technology matures and demand increases costs are bound to come down.  A mix of humans and robots in stores doesn't seem so impossible now, as voice and vision technology continues to evolve.  But we're still in the novelty phase with mainstream adoption several years off.  In the meantime, look for small, innovative examples popping up in California and Japan.

Thursday Dec 18, 2014

Evolution of Image Recognition

Remember the first time you tried Shazam on the iPhone? I was blown away. Even with ambient noise the thing was accurate.  Then I recall John Yopp, our head of research, say we should create a fashion Shazam that identifies clothing for people. When you see a cool tie at lunchtime, snap a picture and buy your own.  Wait a second, songs are one thing but fashion would be impossible.  Patterns, shadows, creases -- it would never work.

Then I came across GetFugu and Google Goggles, which both made good attempts are recognizing products.  Amazon's Flow was also very good, but it heavily leveraged optical character recognition to get hints about the product.  I suppose that fine when shopping in stores, but it wasn't the real world scenario I was looking for.  (Flow has undergone many upgrades over the years and now it can create a shopping list.)  Pounce was pretty good at marrying traditional advertising with digital, allowing the user to snap a picture of a product in a circular/flyer then see the product on the Website.

In a Customer Advisory Board meeting, one of my customers showed me a very cool app for recognizing sneakers.  NetShoes, a Brazilian e-commerce company, released an app that I found to be very accurate.  (I went around the conference snapping pictures of people's sneakers.  Luckily it was the last day so most were wearing comfortable shoes for the plane ride home.)  I later contacted the engineers and found there was a pretty exhaustive process for training the application to recognize the objects, but it could be used for almost anything given some degree of context.

Five years or so after my first experience with Shazam, I think we're getting closer.  Companies like Slyce are investing heavily in the technology necessary.  But we've still got a ways to go.  I downloaded and tried Neiman Marcus' implementation of Slyce and tested a few handbags.  Close but no cigar.


Sunday Dec 14, 2014

Retail Technology for 2015

I'm avoiding the word "prediction" because that involves a little more precision than I'm capable of delivering.  Instead I've listed the five big trends I think will dominate the retail technology landscape in 2015.

1. Payments Race

Before mentioning all the emerging payment vehicles, we need a little context from the past.  The original credit card was an air travel card issued by American Airlines in 1934.  It wasn't until the 1950s that Diners Club and American Express came on the scene, and the predecessors to Visa and MasterCard gained traction in the 1960s.  I don't think it was until the 1970s that credit cards became commonplace, so that's a 30 year evolution.

Granted, we're in the era of internet time where everything moves faster, but let's set expectations.  ApplePay, GooglePay, PayPal, MCX, Softcard, etc. are the start, not the end of the next generation of payments.  I expect continued refinement for several years before we find "the winner."  And don't for a minute think the best technology will win.  The best solution wins, and that includes compromises between consumers, banks, and merchants.

2. Home Automation

The Nest thermostat was just the start, and Rosie is somewhere towards the end. We're going to see a plethora of connected devices for the home, ones that retailers will sell and ones that will help retailers sell.  Amazon's Echo and Dash are great examples of removing shopping friction when replenishing the cupboards.  Soon our homes will know what they need and parts of our shopping list will be automated.

To this end, ARTS is looking for ways to standardize the interface to retail websites for automatic ordering. In the not to distant future, you'll configure your home to reorder items from your favorite retailer, or possibly use a comparison engine to find the best deal.  Just think, perhaps someday retailers will create advertising campaigns that target refrigerators.

3. Fast Delivery

At one end of the spectrum you have the prospect of delivery by drones, and at the other end you have 3D printers waiting to create on-demand.  The short-term answer to delivering products faster is probably in the middle, borrowing from the likes of Kiva and Uber.  The first half of the solution lies with efficient fulfillment. Sometimes that means pick and ship from stores, sometimes it means centrally located dark stores, and often it means automating the warehouse.  But accurately promising, picking, and packing solves only the first half of the journey.

If we associate the post office with public transportation, then FedEx and UPS are like taxis.  Both will get you where you're going, but at vastly different prices and service levels.  Uber represents a new way of thinking that combines the speed of taxis with the cost of buses.  If its easy to request a ride, then why not apply the principals to delivery?  There are lots of ongoing experiments in this regard, and we'll start progress in big cities.  This is the accelerant to pushing grocers online.

4. In-store Personalized Experience

Personalized experience at scale is the goal.  The "at scale" part tends to exclude expensive staff, so technology is expected to step in with intelligent automation. Technologies like geo-fencing, marketing automation, BLE beacons, data as a service, and video analytics all have a place in the solution.  Retailers will continue to experiment with ways to interact with consumers in a helpful way, being the butler instead of the stalker.  Payment, loyalty programs, and marketing will converge on the smartphone, and bring many Web innovations to in-store shopping.

5. Data Theft

Organized crime has gone from spam, to malware, to outright data theft. Until the credit card industry fixes the inherent and obvious flaws in their payment ecosystems, hackers will continue to attack retailers.  EMV is a step in the right direction, but its only a partial solution.  Tokenization and end-to-end encryption are necessary and will finally be implemented in several industries.  Data theft will get worse before it gets better, but no one is going back to cash.

Are there trends you think will have a greater impact than these five?

Wednesday Dec 03, 2014

Have you used ApplePay?

After I received my iPhone 6, I quickly registered a credit card and headed to Walgreens to test ApplePay.  It worked great, meeting my expectations.  Since then I've only used it one other time -- at a vending machine I found in a hotel.  (And they charged an extra $0.10, presumably for using a credit card.)  To be fair, I also have a case/sled for my iPhone 5 that allows me to use Isis/Softcard which I've tried at McDonald's.  But in both cases there's no real incentive for me to use it. The card in my wallet works just as well.

InfoScout just released the results of its Black Friday survey and found that ApplyPay was used only 5% of the time when it could have been used.  That is, the customer had registered a card and the store was equipped to accept ApplePay, yet only 5% of the time was ApplePay used.

There are various reason cited by the survey participants for not using ApplePay, but the biggest (31%) was not knowing whether the store accepts it.  When asked why iPhone 6/6+ owners haven't even tried ApplePay most said they didn't know how it works (32%) or they're satisfied with current payment methods (30%).

Pymnts.com declares "ApplePay a Bust on Black Friday, New Data Show," but most of the experts they interviewed said the adoption rate is normal for an emerging payment.  My own experience with smart cards is similar; a big marketing push is required to educate consumers so they feel comfortable.

So have you used ApplePay yet?  How was the experience?

Wednesday Nov 26, 2014

TOMS Leverages Oracle Commerce to Expand OneforOne in Multiple Directions

Last month, TOMS presented at the Oracle OpenWorld 2014 conference. As we approach the Thanksgiving holiday, retailers like TOMS remind us we have many blessings to be thankful for. We also have the opportunity to help the less fortunate as we shop this holiday season. 

TOMS, the socially conscious retailer that donates footwear, eye care, and fresh water based on customer purchases of shoes, sunglasses, or coffee has been on a multi-directional expansion path over the past 18 months. Since its adoption of the Oracle Commerce platform in 2013, the retailer has launched e-commerce sites in the Netherlands, France, and Germany, and then migrated its U.K., U.S., and Canada sites to the new platform in 2014. The impressive total: six sites, four languages, and three different currencies.


Nor is TOMS simply staying put: Global Vice President Hilda Fontana, in remarks at the recent Oracle OpenWorld conference in San Francisco, said Australia, Latin America, and other European countries will be rolled out using the same e-commerce platform by as early as 2015.


The retailer prizes not only the strong customer experience that the Oracle Commerce platform allows them to offer but also the flexibility to experiment with unconventional business models. In addition to its own “One for One” initiative, which provides eye care for children in developing countries and fresh water for each bag of coffee purchased, TOMS has also sought to empower other socially conscious companies and entrepreneurs. That was the impulse behind the creation of Marketplace, which was introduced late last year to provide a platform on the Toms’ website for more than 200 products offered by 30 different companies. TOMS founder Blake Mycoskie has called Marketplace the best way to introduce other inspiring products to Toms’ engaged community.


In her remarks, Fontana discussed how re-platforming to Oracle Commerce for TOMS’ global, multi-site architecture gave the company room to grow. TOMS gained the ability to enter a product once and leverage Oracle’s translation and multi-site features to merchandise the product for all markets, as well as robust catalog management capabilities across multiple sites and countries. In addition, because TOMS has been able to integrate its order management systems, product updates are seamless and customers have a real-time view of available inventory as they shop.


To view Fontana’s Oracle Open World presentation, click here: TOMS: Case Study

To experience Oracle Commerce @ Work shop here: www.toms.com and explore the new points program.  


Tuesday Nov 11, 2014

Office Depot Makes the Complex Simple with E-Commerce Search

Office Depot, Inc. reigns #1 in E-Commerce Search Engine Usability for office supply retailers and #8 overall among the top 50 e-commerce retailers (Baymard Institute). By steadily innovating to improve search and provide more personalized recommendations, Office Depot has made it easier for customers to take advantage of its full breadth of products and services online and via mobile devices.

Serving a complex and loyal customer base that includes a wide variety of large corporations, small and medium-sized businesses as well as individual consumers, Office Depot offers the perfect mix of nearby locations and online convenience. The retailer operates more than 2,000 Office Depot and OfficeMax stores in the U.S. and Europe, and its combined web sites rank it among the top 5 e-commerce retailers in the 2014 Internet Retailer 500

At the heart of Office Depot’s Customer Experience (CX) strategy is a complex merchandising operation that ensures that each business and consumer enjoys a world-class customer experience, no matter when, where and how choose to shop. The company places over 100,000 products and services at it’s customers’ fingertips, with selections ranging from technology, core office supplies, print and document services, business services, facilities products, furniture, and school essentials.

Office Depot is focused on making a wide assortment of products and services easy for its customers to access, and convenient to shop. To render the complex simple and deliver faster, more personalized search and recommendations, Office Depot recently upgraded its e-commerce search and recommendation engine with Oracle Commerce Experience Manager.

Speaking earlier this year from Oracle OpenWorld, Office Depot senior e-commerce analyst Scott Headberg said the retailer upgraded its systems to meet its  stringent business requirements, including the need to accommodate unique merchandising rules to ensure that the right product assortments and promotions reach every shopper at OfficeDepot.com.

In addition, with the e-commerce update Office Depot and OfficeMax customers can continue to enjoy a personalizedshopping experience with secure access to their purchase history and product preferences.  Ultimately, the Oracle system serves as a single e-commerce platform supporting Office Depot’s consumer, business-to-business and international divisions.

Customers enjoy the benefits of a commerce site that seems to know just what they want.  With the recent changes, Office Depot makes it easier for customers to take advantage of its full breadth of products and services online, via mobile and using the tablets and kiosks that extend each store’s offering.

The Oracle Commerce user interface is straight-forward and easy to integrate, making it possible for merchants to directly shape and control the user experience.

“These tools, put in the right hands, allow for more successful promotions that are designed for specific regions and categories,” said Headberg.  “We are empowering our merchandising teams to achieve their goals, while taking some of the burden off of the development team.”

Office Depot collaborated with Oracle and RealDecoy, an Oracle Gold Partner specializing in end-to-end Oracle Commerce solutions for retailers and manufacturers, to help manage this highly sophisticated implementation and ensure that the retailer met all of its business objectives.  The result is an easy, intuitive experience for customers to shop via mobile device, tablet or desktop computer.

The upgraded e-commerce environment has helped to establish a new reality in which business users are simply more self-reliant, says Headberg. It helped to end an era in which development staff were required to help create landing pages, code promotions, and update content.   Today, business users leverage the Oracle application to fine-tune the customer experience, personalize search results and recommendations, and adjust promotions in real-time.

In other news: Office Depot is among the first to accept Apple Pay. (Wall Street Journal

Shop. Explore. Demo. Oracle Commerce @ Work: www.officedepot.com 

Tuesday Oct 28, 2014

Oracle OpenWorld 2014: The Pace of Change for Retailers

At the center of change in retail are the 9 Billion devices now connected to the Internet – a number predicted to go to 50 Billion in fairly short order.  Beacons and other location devices are a disruptive force for the retail industry, and they completely change how retail experiences are built. The proliferation of mobile devices, among shoppers and store associates, opens up new ways to tell customers where inventory is, where can they get it, at what price, and it invites a whole new set of competitors.

Welcoming retail executives, partners and industry experts to the Retail Experience @ Oracle OpenWorld 2014 in San Francisco, Oracle Retail Senior Vice President and General Manager Mike Webster said that the rapid pace of change being driven by mobile and other influences will not slow anytime soon. It’s one of many reasons retailers are suddenly looking to accommodate a higher velocity of data in a variety of different formats.

“Big data is not big news in retail but we are having to solve problems around the velocity and the variety of data,” said Webster. “How do we bring in social interactions and marketing interactions together, to give you a more unified view of the entire customer engagement. We are a mobile world, with 6 billion mobile subscribers.”

In retail today, there are tons of investments across social, mobile, analytics and cloud. Seven out of ten companies don't know their current stock position. Retailers must return to the basics. The biggest item on retail balance sheet is inventory. Transparency is the key to shift inventory closer to customers to impact the bottom line and satisfy the consumer.

To help retailers succeed, Oracle “spends more on R&D than any other solution provider in the industry, and the most basic element of what we are creating is to make sure you reach customers where you need to, that you are able to hit the basics and innovate. Our focus is building the best solutions for retailers,” said Webster. During his keynote, Mike Webster took the opportunity to share the highlights built into our upcoming release coupled with the unique capabilities that MICROS adds to the footprint.

Our success is measured in terms of customer results. Oracle Retail saw great success with vanilla implementations and this trend reflects all of the work done to fine-tune retail functionality across the Oracle Retail suite of applications. With the introduction of version 14 and the work with world-class partners, we have allowed customers to focus on the business opportunity with less complexity, customization and integration from the implementation process with best practices built into the solutions.

Customers including Hot Topic, Kohl’s, Gordmans, and Zenni Optical are just a few of the retailers benefiting from recent implementations of Oracle’s robust, mature retail solutions. Customers should continue to expect us to take out complexity and take out cost, Webster added.

The Retail Experience @ OpenWorld 2014 presentations are available in the Oracle Retail virtual community. Log in to the RACK to review the presentations from the retail track.  

-  Commerce Anywhere: Retail Innovation
-  ULTA Beauty: Improving the Customer Experience with Oracle Commerce
-  Inventory Management for Commerce Anywhere with Dubai Duty Free
-  Running Oracle Retail Applications on Oracle Systems with Kohls
-  TOMS: Oracle Commerce Case Study
-  Retail Analytics: Creating Value from Insight
-  How Two Brazilian Retailers Linked Shopping Across Channels with Oracle Commerce (Part 1)
-  How Two Brazilian Retailers Linked Shopping Across Channels with Oracle Commerce (Part 2)
-  Retail Trends: An Oracle Perspective

Monday Oct 27, 2014

PureFormulas’ Personalization Journey – Notes from Shop.Org 2014 Summit

Earlier this month, the Oracle Retail team divided its time between Oracle OpenWorld in San Francisco and the Shop.org Summit in Seattle.  Over the next few weeks, we will bring you retailer insights gleaned from both events.

This year’s Shop.org Summit was, in many regards, a study in leveraging digital platforms to personalize each customer experience. Among those offering ‘lessons learned’ was Daniel Moure, chief marketing officer for consumer vitamins and wellness retailer PureFormulas, who discussed his company’s recent progress as part of the panel discussion “Time to Get Personal on the Customer Journey.”

Central to making each customer experience better, said Moure, is the company’s recent migration to a new e-commerce platform from Oracle Commerce. The Oracle platform provides PureFormulas’ marketing team with industry-leading tools to personalize the customer experience through a series of levels, from the awareness of getting a customer on to its site to adding returning customers to its loyalty program, and each step is based on insights gleaned from customer data.

As part of the panel dialogue, Moure admitted that corralling all that data had at times been tough, but ultimately worth it.

“We had data all over the place,” said Moure. “Aggregating the data, looking at it, slicing it and dicing it, that takes a lot of resources and energy. Once you have even a little bit of data and you know who your customers are, then the goal is to make the experience easy, help customers choose what they want and make the whole process smooth and streamlined.”

PureFormulas is still at the beginning of its journey into the personalization process and the project and tools continue to evolve. “We started small, made the assessments and assumptions that we’re almost certain are correct and from there, started drilling down deeper,” said Moure. “We’re already starting to see some results from the very basic personalization tests that we’re doing.”

In the end, the measurement of success for PureFormulas is how many shoppers convert to buyers.  By looking at the data through a new lens, the company can link conversions to attributions of the personalization funnel they have developed. From a conversion in the middle of a first time site visit, to acquiring that customer as a loyalty program member, Moure stressed the importance of making sure that the choices presented to the customer are efficient and effective. 

“The final measure is making that conversion and generating revenue along the way,” said Moure.  “We’re tracking adoption of the tools and products we’re putting out there and hopefully all of them are useful. With the right platform and tools, you can make that experience extremely flexible for customers.”

Read more about PureFormulas’ personalization journey in Internet Retailer’s ‘Going for Growth’ article. For more Shop.org insights, check out Shop.org Summit Articles from the National Retail Federation.

Shop. Explore. Demo. Oracle Commerce @ Work:  www.pureformulas.com 


Thursday Oct 02, 2014

Big Lots Chooses Oracle Commerce

More and more retailers are leveraging the full range of commerce technologies, including robust, scalable platforms, user-friendly business tools and solutions to enable a true omnichannel shopping experience. Big Lots is taking all of these options to the next level with an ecommerce program to serve its growing business. 

Big Lots operates 1,495 stores in 48 states and, if you have one near you understand why people love to shop these stores. Big Lots is a unique, non-traditional, discount retailer with product assortments in the merchandise categories of food, consumables, furniture & home décor, seasonal, soft home, hard home, and electronics & accessories. The company’s vision is to provide an outstanding shopping experience for customers both in the stores, and, coming soon, on-line.

By selecting a hosted version of Oracle Commerce, Big Lots is providing its business users with cost-effective, cutting-edge tools to shape a personalized customer experience through multi-channel promotions, targeted offers, and image-rich product profiles. 

Oracle Commerce also gives the Big Lots team the flexibility to adapt to changing business strategies or market needs such as expanding offerings, integrating new tools or bringing its commerce infrastructure in-house from the hosted solution.  

Congratulations to the entire team at Big Lots and welcome to the Oracle community!

About


David Dorf, Sr Director Technology Strategy for Oracle Retail, shares news and ideas about the retail industry with a focus on innovation and emerging technologies.


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Today