The essence of the New Age concept ?
At the heart of the New Age concept is creating a unique customer journey:
- The New Age customer journey is reinforced by our retail and brand expertise
- The New Age customer journey offers personalised experience and animations to each customer
- The New Age customer journey has customer service at its core
For us the ultimate New Age customer experience is a delicate alchemy between creating the emotional connection with our customers through human interaction and providing innovation through digital tools.
The New Age, its three actors and two pillars
Aligning and creating harmony between the expectations, goals and objectives of the customers, the retail teams and the brands will determine the success of the New Age concept.
- The Customer expects a seamless and differentiating experience with no borders between the shops
- The Sales Assistants accompany the customer throughout their journey and create loyalty
- The Brands provide accessibility to products at the right place and the right time within innovative and attractive concepts
The New Age concept and its two pillars :
- Enhanced customer experience based on creating shopping moments within the concept through experiential services and animations
- Personalised service based on strong engagement with customers, tailor-made services and availability of the product offer at the right place and the right time
Technology as an activator of the New Age
The objective of technology within the New Age concept is to reinforce the human interaction and to respond to the needs of the New Age Customer who is increasingly discerning and digital.
The digital tools are the glue that makes everything work together in perfect harmony by:
- Creating a seamless environment to bring closer customers, sales assistants and brands
- Enabling customers to interact with the brand on multiple touch points
The environment of innovative retail technology solutions
There is a myriad of innovative technologies available for retailers and brands – more than 2000 solutions globally – each solution responding to a very specific business need.
These solutions need to be carefully selected and organized according to specific business needs.
To derive maximum value from these solutions they need to be built as part of powerful and synergetic ecosystems, consistent with the essence of the brand and the customer experience we aim to provide.
The technology ecosystems of the New Age concept
The technological environment of the New Age concept is created within four synergetic ecosystems each of them reinforcing further the concept and the customer experience :
1. Multiple touch points
Through the use of digital tools we will accompany our customers in their multichannel customer journey
2. Enhanced customer experience
Through the use of digital tools we will create the act and the emotion of a unique shopping experience
3. Personalised service
Through the use of digital tools we will reinforce the sales assistants in creating a relationship with their customer
4. Seamless environment
Through the use of digital tools we will bring closer customers, sales assistants and brands
Digital as Electricity
Our ambition for the technology environment of the New Age concept is for digital tools to become like electricity – obvious yet invisible and in service of our teams and customers making their journey with us unique and memorable.