Customer engagement
and operations transformation

Great customer engagement can only happen when it crosses from the front-office into your core business processes.

Supply chain gets a kick in the boot

Forget about drones – the next step in the future of custom delivery is in the boot of your automobile.

As we’ve discussed in a previous edition of Beyond the Buzz, enterprises must transform their back-end operations if they expect to further strengthen their customer relationship and ultimately improve their service. A new paradigm of collaboration is indeed upon us.

As industry watchers, we’re already seeing this play out in some novel and fun ways as evidenced by the news from Germany in April that Audi, DHL, and Amazon had announced a pilot partnership to deliver packages direct to consumers’ cars instead of their homes.

Audi owners whose vehicles are equipped with a proprietary connect systems will be able to order items through Amazon Prime and have them delivered by DHL direct to the car. The connect system gives the delivery company a one-time access code to open the car’s trunk for package placement.

The implications are huge should the pilot – similar Volvo conducted last year – be successful. Supply chain logistics often considers the elasticity of the delivery system, and not the shifting location of the delivery location itself.

Questions remain however, as to the cost to the collaborating companies themselves, the security of the open-access app, and scalability to other automakers. What other issues would you raise?

Catch up on today’s Generation Connected consumers and how today’s cars are catching up.
Read how else the automotive industry can deliver a personalized customer experience.

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How UPS uses analytics to make its delivery drivers’ lives easier

Global parcel delivery service UPS owes much of its success to standardization and operational efficiency. In 2012, the company delivered approximately 4.1 billion items across the world, serving 8.8 million customers within a complex logistics web of service options and delivery routes.

By standardizing its processes (up to the point of telling drivers how to step off delivery trucks), UPS continually improves efficiency, safety and quality. The company leverages vast amounts of data from devices, tracking sensors and vehicles, which they then plug into advanced algorithms to determine the most efficient routes for its drivers. The payoff has been significant: reducing a driver’s route by even one mile per day saves $50 million USD per year. So far, data analytics has helped shave a total of 85 million miles driven per year across UPS routes, reducing fuel usage by more than 8 million gallons.

UPS’ success demonstrates how companies across all sectors can leverage big data to standardize back-end processes and deliver business value. “We don’t look at initiatives as ‘analytics projects,’” Jack Levis, UPS director of process management, says, “We look at them as business projects.”

Based on the original story in the Leading Digital book. Order your free chapter.

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Royal MailTechnology pumping the heart of delivery

Catherine Doran, CIO at Royal Mail, shares how the delivery industry has changed over the past few years and how technology has been at the heart of those changes.

Watch how Catherine made the IT function fit for purpose at Royal Mail to help employees do their job better.


Transforming Your Supply Chain

Today consumers are playing a more active role than ever before in engaging with companies across multiple channels, and increasingly expect products and services that are specific to their individual needs. As a result, the traditional ‘supply chain’ – where product and information flow in a linear, sequential way from supplier to manufacturer – must be transformed in order to enable quality customer engagement based on collaborative processes that bring together multiple stakeholder groups.

In this issue of Beyond the Buzz, we spotlight the emerging technologies that are disrupting the traditional supply chain model – Industrial Internet of Things (IIoT) and drones – as well as identifying the barriers that each must overcome to deliver on their potential. We deepdive into three very different industries that are currently at the coal face of supply chain transformation; retail, FMCG, healthcare and shale oil and gas.

Finally we sketch out a blueprint for transforming supply chains into value networks, outlining how to approach the Everest-like journey as well as the areas of investment that organizations should be prioritizing to deliver positive ROI as quickly as possible.

Read the latest news to find out what else is happening around supply chain transformation.

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A quick introduction to Robotic Process Automation

How can you help your employees to reduce their workload of repetitive tasks?

Lee Beardmore, CTO of Capgemini Global Business Process Outsourcing, explains what robotic process automation is and how you can introduce the techology into your organization. No CP3Os required. Read the full whitepaper.

Meet the authors


Lee Beardmore VP, CTO of Capgemini Global Business Process Outsourcing

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Didier Bonnet Global Practice Leader,
Capgemini Consulting and Executive Sponsor for Capgemini Consulting’s Digital Transformation program

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Catherine Doran CIO at Royal Mail

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