Retail Expectations: Three Takeaways from Reflexions

The Reflexis annual users’ conference was held at the Cosmopolitan Hotel in Las Vegas from September 15 to 18, 2015. This was the largest Reflexions program to date, with more than 150 attendees from over 50 retailers attending the three-day event. Connors Group was a first-time sponsor of the event, which was time well spent learning and hearing from Reflexis clients regarding case studies and best practices. Additionally, Reflexis reviewed and launched the latest and greatest enhancement to their product offerings. It was great to be there alongside other partners such as IBM, NOMi, CMITIME and Bluebird.

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With so much content and discussion, we felt it necessary to take a step back and boil it down to a few key takeaways:

  • Customers are demanding real time solutions. Expectations have never been higher when it comes to channel integration. This is true online and in-store. A customer interacting with an associate using a mobile device, more often than not expects the associate to be able to look up product information, check additional store inventory and review inventory at a nearby store. Systems like Reflexis Pulse working in conjunction with IBM Watson are making that a reality.
  • Online shopping may be growing, but customers still want and have a need to interact with in-store associates. Per Adam Silverman of Forrester Research, “Forty-five percent of customers have chosen, recommended or paid more for a brand that provides a personalized service or experience.” That’s why the customer experience is at the cornerstone of everything we do from a store operations and retail engineering perspective. Our approach is to optimize (not cut) labor to ensure retailers are growing top line sales instead of heading down the payroll death spiral.
  • Strong processes are essential to a successful technology rollout. Reflexis has a raving user base with regard to their technology, service and speed of implementation. Yet, customers are telling us that technology, while important, is an enabler – without a strong process in place at both corporate and store levels, technology in and of itself can only take you so far. Reflexis StoreWalk and Task Management enable retailers to ensure that not only the correct processes are in place, but that the end user is in compliance.

Reflexis has been the leader in task management since its inception. With the advancements in technology over the past year with StorePulse, StoreWalk and Task Management, Reflexis is poised to be at the forefront of assisting retailers in their goals of omni-channel excellence for years to come.

Did you attend the conference? If so, what are your key takeaways? Feel free to share your thoughts in the comments section or send us an email directly.

Patrick O’Leary, Vice President

Patrick O’Leary, an engineering, technology, and workforce performance expert, partners with clients to leverage his consulting and industry experience in the pursuit of operational excellence.  He can be reached at [email protected] or on Twitter @olearypatrick.

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