The art of accepting as many buying journeys as users take

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Article by Pierre Cailleux

Digital Retail Director

The unified digital experience is no longer a nice-to-have, most customers and users are able to jump from one device to another as soon as they take interest in a product or in a service, creating more and more paths to use products or services.


In this context, to accept as many journeys as possible, IT departments already manage disparate investments and tools, integrating new technologies within their legacy systems.


In such cases, these systems are increasingly heterogeneous integrating multiple points of interactions but no unified communications interfaces. IT departments decide the specificities of the technical interfaces on a case-by-case basis.


The IT ecosystem is now mature enough to be rethought: business agility, technologies optimization, API management. All of this is poised to lead a new wave of digital champions.


Furthermore, new digital and connected users expect real-time services. So, companies need to add real-time synchronization capabilities to their legacy systems without compromising existing business processes. To energize business, data orchestration should be the central point of communication between channels, services and processes. Up-to-date data should be used without any friction. It is quite simple when handling one channel and one service. But it is much more complex in multi-services, multi-countries, multi-formats and multi-journeys environments.


The key is to find the right and secure way for orchestrating data from all channels and services together, preserving and developing business.


"Worldline’s Digital Platform manages all omnichannel experiences."


For example, interfaced with an online ordering system, WL Digital Platform orchestrates and can optionally store securely all data: products, stocks, prices, customer profiles… For merchants, it exposes essential data to all channels, from points-of-sales to points-of-delivery. For customers, it makes a seamless and consistent experience possible wherever they may be.


Behind the scenes, in real-time, the platform facilitates communication across services and channels. Firstly, it provides front-end and back-end services with convenient and secure access to essential, up-to-date and trusted data. Secondly, it gathers and leverages information and data from all existing services through APIs.


At the business level, companies need more flexibility and autonomy to accelerate time-to-market. On the IT side, they need a facilitator to onboard new kinds of customers or to develop new outcomes in a secure and easy way.


Thanks to its digital and transactional expertise, Worldline accompanies more and more industry leaders to capture the full potential of the disruptive, highly contextual and personalized user experience.



Categories: Business Insights, Solutions



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