What is Multi-Channel, Cross-Channel and what on this earth is OmniChannel

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My Experience with using Samsung Pay- Highly Recommended

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I recently started using Samsung Pay and wanted to capture my experiences with it. Have you tried it? Its worth it. This all started from when I noticed someone pay with their phone in an apple store for buying another apple phone. Ironical! Silence... I was picking up an apple watch 3 for my wife as a Christmas gift. Yess! I was more excited. A guy next to me was browsing on his phone, and when it came to payment, he just used his phone to complete the process and walked away. However I must confess, it was like two zombies interacting. Dont you know what i mean? The human interaction, the "thank you", the "bye byes" etc are fading away. So, much so that it feels plasticky especially at stores as if the sales reps are pushed to say those words. Sorry, I digress: The coolest part of that was not the need to pull out the wallet, swipe or insert the card and everything around it. We always have our phone in the hand, and its so much more convenient. Since then, I cam...
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Amazon go- The future is looking really cool

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This week, Amazon finally launched Amazon-go store. Yay!!! This store has been in testing for over 1 year and was open to Amazon employees in between, for well not shopping but test driving. That must be fun test, on Amazon's dime. Instead of training the employees to run the store, they were training the zillions of cameras, sensors and working on recalibrating the processes.  Reports were that when things were moved around[scenario, where you walk in with your child and they let loose], there were errors reported. However, most of that seems to be perfect now. It's a big step forward for everyone and that's why every media outlet is going ga-ga and every retailer is sweating. For those souls, who don't what Amazon go is? I know you are there! It's a physical store, launched by Amazon as an extension to their online giant brand, and also as an experiment to disrupt typical retail. how is disruptive, you may ask? There is freakin no checkout lane, and there is no ca...
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Role of a store associate in an omnichannel world

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I continue to write about this topic which is a huge part of any orgs. digital strategy & process management.  No level of technology will really help if the omnichannel strategy for a company does not pay attention to the store associates and their enablement in the digital world. Here is my view on what a new age customer does, where do they need interaction & how could store associate really make a difference. A new age customer will: Not be unnecessary circling the stores. Will know what he/she wants and most probably checked everything before walking into the store. Will like to reserve their item [BOPIS] for a hassle-free scenario Otherwise, Will definitely check the availability of an item in the store before coming in Will use self-checkout Will use mobile payment options However, there are going to fewer of the scenarios, where he/she will reach out to a store associate. This will not be an ordinary scenario.  This scenario will usually mean: They can't find w...
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