Oracle ATG 11: Some new features to be excited about

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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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Where is the experience in the store? A retail Rant

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Yesterday, I accompanied my wife and daughter into a top of the line retailer's store. This was no other than Macy's which has been a fantastic brand in its space. I also covered their leaders' major announcements from shoptalk in my tweets and article . I had no shopping agenda on my mind. It was a lazy Sunday afternoon and the store didn't look busy. The staff was there in good numbers and looked relaxed. Here are my general experience of going through the store while my wife and daughter shopped for cosmetics. Not even a single store associate greeted us. I moved past the ladies section, into men's section, walked around to check out the watches( my favorite section ) and then into the men's clothing section. There were at least 10 different store associates which were lazing around but didn't care to say hellos, make an eye contact or reach out to me for help. There was a section where digital watches were displayed. It was interesting to see ...
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