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by Daniela Köhler
The writer, Oscar Wilde, is quoted as saying “I am always satisfied with the best”. According to analysts, omnichannel retailers should also heed this advice: hence the idea of composable commerce. The complexities arising from this, however, are driving many of these retailers to their limits. But there is another way.
Creating a positive customer experience (CX) is no longer optional for retailers, it’s a must. Even in the former “service desert of Germany” there are more and more flourishing landscapes. A growing number of companies are working on customer experience excellence (CEE) – and doing so successfully. According to a KPMG study, the average CEE score in Germany last year was an impressive 7.65 points on a scale of 0 to 10. In addition, the proportion of top performers in Germany has quadrupled since 2019. A good customer experience has thus long ceased to be a unique selling point and has become standard: “To really differentiate themselves from competitors, companies today need to offer a top-level customer experience,” says KPMG Partner Tom Lurtz.
Composable commerce is still being hindered by its complexity in many ways
Here’s where composable commerce comes into play. The modular best-of-breed approach brings together separate microservices through interfaces to create an end-to-end solution and thus set the course for a first-class customer experience across all channels and touchpoints. This is because this approach enables retailers to adapt their technology stack flexibly, precisely and, most importantly, promptly to new market and customer needs.
However, this concept also has its downsides: The more modular a technology stack is, the more time-consuming its operation. Composable commerce can only reveal its strengths if all modules and microservices are seamlessly integrated. Thus, the challenge lies in flawlessly orchestrating composable commerce architectures. A highly complex task which deters not only medium-sized retailers or stretches them to their limits.
Find out more about composable commerce in our blog post
We have developed the novomind Connected iProducts (CiP) offer as a countermeasure. It is built upon the composable commerce approach and integrates all novomind solutions for digital commerce and customer service. This provides retailers with a solid, easy-to-operate and sustainable commerce architecture that can be easily expanded to integrate additional applications. The advantage: novomind Connected iProducts pave the way for a highly flexible and simultaneously streamlined best-of-suite solution. This is possible because the various iProducts can be operated independently, in a homogeneous bundle or in conjunction with other software applications.
novomind Connected iProducts thereby enable retailers to take a consistent end-to-end approach, which includes agile, cross-functional implementation, without pushing IT managers to the verge of a nervous breakdown. All phases of the customer journey are covered by novomind’s offering and interlinked to form a holistic construct. These are ideal conditions for reducing complexity, cutting the operating and maintenance costs of the commerce landscape, and still scoring points with the customer by delivering a first-class customer experience.
Well-known companies such as the home improvement group hagebau and the educational materials supplier Betzold have already successfully elevated their customer experience to a new level with the help of novomind Connected iProducts:
Whitepaper: How composable commerce can become a key to success
Learn more about why an increasing number of companies in D2C, B2C and B2B are relying on the seamless interaction of novomind Connected iProducts and which specific use cases can be implemented by doing so in our whitepaper “How Composable Commerce Can Become a Key to Success”. Don’t miss out on these exciting insights and download the free document now.
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