Omni-Channel — All About What The Customer Wants

By Bob Johns

December 2013 Integrated Solutions For Retailers

This year’s Retail Tech Spending Survey highlights the focus on the customer’s desire to have access to the “endless aisle.”

The 2014 Retail Tech Spending Survey showed big increases in fulfillment-related categories nearly across the board, as retailers focus on making products available to customers anytime, anywhere. With the rapid rise of e-commerce and m-commerce, customers are increasingly demanding access to inventory data in order to choose how they want to receive the product.

Books-A-Million’s industry has seen a significant portion of business move online either through digital delivery or physical orders. Here, we talk with Books-A-Million SVP of IT and Booksamillion.com president Cy Fenton to discuss the challenges he faces in a changing, technology-driven industry.