The ongoing global economic turmoil calls companies with Business to Consumer (BtoC) activities to provide frictionless customer journey, with personalised and phygital experience, and responsive adaptive price capabilities. The Great Resignation phenomenon is also encouraging them to reinvent their employee experience across all seniority levels, from top decision-makers to team members. It is now essential for companies to extract real-time predictive insights from their supply chain performance management system, to streamline in-store and logistic processes or to create new responsible activities.
Sopra Steria Digital and Cloud Center of Excellence across Europe has developed a broad set of expertise and capabilities to respond to this new demand, leading to the “Google Cloud Retail and Wholesale Expertise” designation. These customised, augmented and efficient solutions and services facilitate the modernisation of sales activities and enterprise operations of retailers, and other BtoC sectors, such as energy, telecoms and utilities. Covering consulting, modern application development and operation activities, it includes the:
- Optimisation of core platform in terms of agility and resiliency to improve customer journey regardless of their sales channel, and to enhance companies pricing and margin competitiveness ;
- Modernisation of contact centre in the Cloud, enabling successful establishment of omnichannel customer experience (CX), thanks to AI, NLP, voice recognition and advanced analytics ;
- Enhancement and centralisation of data fabric facilitating trend prediction for all employees involved in the sales cycle, enabling decision-makers to improve their performance management, or to allow marketing team to create more personalised campaigns ;
- Digitalisation of supply chain management, with AI and Gen AI-powered components, augmenting previous investments, reinforcing business resilience and improving employee productivity while creating new sustainable processes.
“Companies operating in BtoC sectors must navigate unprecedented uncertainty, competing with emerging customer-centric and data-driven players. Sopra Steria is committed to help its clients to adapt to this new age of connected commerce, setting a new bar for satisfying their final clients and offering augmented services to their workforce” said Gregory Wintrebert, CEO, Sopra Steria France.
Sopra Steria Teams will attend to Google Cloud Summit in Paris on June 29, 2023, and will share their broad experience in the retail and wholesale sector during a dedicated break-out session on point-of-sale modernisation.