'David Jones believes that its future lies in its ability to offer a fully integrated multi-channel retail experience to customers,' CEO Paul Zahra said. 'IBM has a proven track record of enabling increased brand advocacy and profitable growth for major department stores so it was logical for us to appoint them to enable us to leverage their experience. We want our customers to be able to shop around the clock utilising whichever channel they choose be that in-store, on their PCs, tablets, smartphones or a combination of two or more.'
According to Zahra, for David Jones, 'retail is about more than just a transaction - it's about how the customer interacts and communicates with us at all points of the shopping process.' 'We are no longer just a bricks and mortar store - with the continued evolution of e-commerce and social media, shopping has become even more personal than ever before. By leveraging IBM's expertise in rapid deployment of customer-centric online solutions, we intend to help shoppers meet their individual purchasing needs and emerge completely satisfied with their retail experience.'
IBM managing director Australia and New Zealand, Andrew Stevens, said IBM would draw from similar large-scale implementations overseas, where it is achieving 'significant transformation and profitable growth for major department stores globally.' Stevens said the first phase of the solution will be rolled out in the second half of 2012 as part of a stepped approach, with the following phase going live in 2013.
'David Jones' reputation as one of Australia's iconic retailers makes this a momentous partnership for IBM's Smarter Commerce business,' Stevens said. 'With online shopping changing the face of retail at an ever-increasing rate, we're looking forward to developing a solution that is truly cross-channel and will transform the shopping experience for David Jones' customers.'
According to Stevens, the IBM Smarter Commerce portfolio helps retailers achieve brand intimacy by more effectively automating their purchasing, marketing, sales and fulfilment processes to better serve their customers. 'David Jones will become the first major Australian retailer to provide customers with a true cross-channel shopping experience. Customers will not only have the ability to browse and buy, but also pick-up and return items through the channel of their choice, including their mobile phones, online or at a physical store,' Stevens added.