Pillar · Digital Commerce, Apps & Experience
Commerce & Omnichannel
Online and store as one business — with one truth for product, price, availability and order.
What is at stake for the CIO
Click and collect is not a feature; it is a contract between four systems. Cross-channel processes rarely fail at the frontend. They fail because nobody decided who owns the order once it crosses the channel boundary.
The question behind it
How do commerce, POS and ERP reach the same product, price and order data?
- 1Catalogue and price from the core
- 2Availability
- 3Order
- 4Fulfilment and return
Systems and processes
- E-commerce platforms and how they attach to the enterprise core
- Connecting online and offline channels
- Product, price, availability and order flows
- Click and collect, returns and cross-channel processes
- Integration of commerce, POS and ERP
- Cross-channel customer journeys
Decisions that go wrong most often
- The product catalogue is maintained a second time in commerce because the core delivers too slowly.
- Order status exists three times, and the customer is shown the least favourable one.
- Promotion logic is rebuilt in the frontend and drifts after the first rollout.
- Online returns meet a store process nobody designed.
Decisions FirstRetail prepares
- 1Where product, price, availability and order are authoritative — and where only mirrored.
- 2Who owns process responsibility across system boundaries.
- 3Which channel differences are intended commercially and which merely arose technically.
- 4How deep commerce may reach into the core before the coupling becomes the risk.
Where the experience comes from
Head of Retail Technology, CRM and eCommerce in an international luxury group: architecture and leadership of an integrated SAP Retail and omnichannel landscape for more than ten Maisons, integrating commerce, retail, CRM and customer service on one shared platform.
Every name here stands for historical delivery experience from completed programmes. None of them is an endorsement or an indication of a current client relationship. I do not display logos; that would need a permission I do not have.
Other fields in this pillar
Enterprise Apps, Fiori & Mobile
Applications for customers and staff, cleanly separated from the logic they sit on.
CRM, Customer Service & Contact Center
One customer view across brands, countries and channels — and a service case that knows the order.
Digital Product & Platform Leadership
Platform rather than point solution — with roadmap, release governance and teams that deliver.