Digital transformation of in-store processes and customer experience (IBM IX & Fressnapf)

Due to high amount of administrative tasks and provisioning of paper-based information, store employees spend a lot of time in the backoffice, have less time for sales floor activities and advising customers. How can task organization in retail be transformed, information be digitalized and store employees enabled to consult customers? MIA, a digital platform, drastically reduces the administrative effort of employees and provides new possibilities for customer-oriented cross-channel services.In this masterclass we would like to offer insights into the user-centric and agile development of this compelling solution and share experiences in the implementation and scaling of new use cases.

• Retail companies
• Wholesalers
• COO, CDO, CIO, CMO

• user-centered design
• agile development
• in-store process transformation
• micro-service platform
• cross-channel initiatives
• task management
• knowledge management