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Introduction

We would like to formally welcome you to the 'Omni-channel - Reshaping shopping and supply chains' course.
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Congratulations on taking the opportunity to explore Omni-Channels, a term that has put the retailing world in a tailspin. Businesses face massive change as Omni-Channels continue to empower consumers who expect to buy anything, anytime, anywhere. A whole new way of marketing, selling, and fulfilling customer orders has emerged. It has triggered businesses an urgent need to examine the operational implications of Omni-Channels. Over the next three weeks, you will understand the Omni-Channel environment, the disruptors, and subsequent operational implications. To enhance your online living experience, we encourage you to get involved in the discussions with fellow learners. You can gain important insights and new perspectives, interacting with your global peers.
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At the end of each step, we have included an activity designed to prompt you to add contexts and insights to your personal Omni-Channel encounters. We encourage you to be a way of the operational implications of these experiences and to get creative in your responses or solutions. Now let’s get started.
Welcome to omni-channels and their impact – a three-week exploration of the way in which the digital world, particularly omni-channels, is transforming the way we as consumers approach buying products and services and the way suppliers are working hard to create supply chains that continue to deliver.

This course introduces you to the gateways of connectivity offered by omni-channels in the digital world. We start by reviewing the nature of digital change and the rise of omni-channels; then move on to understand how they differ from multichannels and what this means. It’s mind boggling! We’ll examine the growing expectations of being able to purchase ‘Anything, Anytime, Anywhere’ as consumers explore and become accustomed to how this new approach to purchasing has benefited buyer and seller alike.

While changed attitudes to purchasing might benefit sellers, wholesalers and retailers, supply chains are undergoing huge and rapid transformation. For the consumer, the purchasing experience is set to become even more seamless. However the challenge for suppliers continues.

This week we consider four key aspects of digital change: the transformation of the e-commerce landscape; business transactions in an omni-channel environment; customer retention strategies and, finally, industry’s adoption of this innovation.

Recommended reading

Throughout the course you may come across various related links (listed as: See Also), these external references are not mandatory but are there as an optional reference for your learning experience.

Get involved

Before moving on, introduce yourself in the Comments section below and share what you hope to get out of this course.

Remember, you can reply to individual comments and ‘like’ the ones you agree with or interest you. You can also ‘follow’ others whose responses you want to keep track of.

To get started, we suggest you follow the course facilitators now:

Lead Educator: Booi Kam

Academic: Leon Teo

Mentor: Sek Yong Wee

The Comments section can be a little overwhelming if there are lots of responses, so please don’t feel you have to read all of them! Try reading the first page of most recent comments and then the first page of ‘most liked’ comments – this will help you keep up-to-date with the newest comments.

Before we get going, take a moment to post in the Comments section what you would like to get out of this course.

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Business Futures: Understanding Omni-channel Retailing and Supply Chains

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