At last week’s Shop.org conference in Boston, I attended a session on the evolution of eCommerce and “Implications to the Mother Ship”. The panel included four accomplished individuals including moderator Kasey Lobaugh from Deloitte, Kevin Ertell from onlineshoes.com, Rick Watson from Barnes & Noble and Bill May from Abercrombie. Kasey kicked off the session with his viewpoint on eCommerce that included evolution through these four phases:
- The Past: Physical Stores — the customer comes to the seller
- The Recent Past: The need to sell online implemented in a separate but NOT equal way
- The Present: Customers require a multi-channel experience and expect to be able to shop across multiple channels
- The Future: Connected environment where functionality and connectivity are provided at the point of need.
Anyone keeping up with eCommerce today who has been around for 10 years or so can appreciate the first two phases. But what are the major challenges facing Continue reading