"Paroles d'Experts" is a web program broadcast on Tribune.fr and produced in partnership with Médias France. The program is dedicated to all French SMEs, ETIs and start-ups that are champions in their sectors.
Cyril Besse - CEO, shed light on the retail market in this issue.
With the proliferation of brands and chains, the retail market is highly fragmented. Some store formats no longer meet the expectations of increasingly demanding consumers. They want to know the origin and composition of products, are more concerned about the environment, and are increasingly turning to local shops.
Univers Retail is a management and operational strategy consultancy specializing in this sector. It supports its customers BtoB and BtoC in building realistic ambitions and putting them into practice. Omnichannel enables retail companies to deploy a value-added service offering. One of Univers Retail's key strengths is its ability to support retail chains in defining and deploying their omnichannel strategy around three pillars. CRM , which encompasses customer loyalty, supply chain and product data management.
The firm takes a sympathetic approach to its customers' issues. Cyril Besse, CEO of Univers Retail, believes that market concentration will be inevitable in the future. What's more, retailers have a wealth of customer data at their disposal which, if properly used, thanks to Artificial Intelligence for example, will enable them to create value.
In this interview, he reveals the importance of reducing consumer volatility by listening to them and personalizing interactions and service offerings. The future of retail will be OmniSupply, to improve the customer promise and retailers' ability to guarantee it.