Hyperautomation critical to retail enterprises with legacy business processes
By MYBRANDBOOK
Venkatesh Babu S, President & Head IT - Coffee Day Global
CIO priorities for 2022
The focus for 2022-2023 is solely on optimising business profitability across channels. IT will play a critical role in ensuring seamless exchange of knowledge and data, presenting insightful analytics and the tools to ensure that the insights are effectively translated into effective campaigns and seamless customer journeys. Coffee Day as an organisation is at an inflection point and hence offers the right talent opportunity to be a part of this transformation on both B2B as well as B2C spaces.
Digitization - opportunities galore
There is significant opportunity to use IT and Automation to achieve cost efficiencies, effective campaign executions, better resource utilisation and more. Hyperautomation is the idea that anything that can be automated in an organization should be automated. It is especially critical to retail enterprises with legacy business processes that are not streamlined, creating immensely expensive and extensive issues for organizations. Many retail businesses are supported by a “patchwork” of technologies that are not lean, optimized, connected, clean or explicit.
At the same time, the acceleration of digital business requires efficiency, speed and democratization. Organizations that do not focus on efficiency, efficacy and business agility in this day and age will be left behind.
Technology & Brand amalgamation
As an organisation we are mindful about privacy concerns and also conscious about our responsibility as first-party data owners. Essentially, to maintain privacy and data security, business leaders must tap into technologies such as Cloud and SaaS platforms while driving overarching digitization efforts. With this objective, we must retain focus on reviewing remote access policies and tools, migration to Cloud Data Centers and SaaS applications, and securing new digitization efforts to minimize in-person interactions.
IT: The Future of India
IT can increasingly be likened to the brain of the organisation. Tools now available including AI / ML based data analytics, marketing automation, ERP solutions etc. will all be key in not only making intelligent business decisions but also in seamless executions and post-execution measure of impact. It will be a tool for learning and for application of the learning.
Digitalization is also opening up new avenues for business growth. A steadily growing customer experience trend is to “be where the customer is.” Over the past decade, forward-thinking organizations have been working to engage customers according to their preferences of when, where, and how. Delivering services whenever and wherever the customer is, retail CIOs need to look at capitalizing on technologies such as social listening, enterprise content management, and mobility.
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