Tech Transformation Podcast: Channan Sawhney of Johnson & Johnson On Unique Digital Commerce Needs
Given how quickly and dramatically consumer behavior is changing, there’s a lot retailers and consumer goods companies are taking away from other regions when building their commerce strategies. So on this episode of Tech Transformation, we’re talking with Channan Sawhney, director of global e-commerce, Johnson & Johnson Consumer Health, about some of the ways consumers are engaging differently with brands and retailers, and where she’s seeing retailers invest to meet these needs.
We’re talking about the technologies that are used to apply these learnings across functions and segments — and also about why sometimes this just doesn’t work.
Listen to learn:
- Some of the more recent consumer behavior shifts retailers are adapting to and how these shifts differ across regions
- A recent example of how she applied learnings from an e-commerce “win” in one region to another for success
- A time this didn’t work and what we can learn
- Where she sees the most potential for generative AI technologies like ChatGPT in retail and consumer goods digital commerce
- Other upstream technologies worth paying attention to
- How solution providers can be stronger partners with retail and consumer goods companies
- Her one wish for digital commerce
On consumer behavior changes and retail investments across regions: “Each region is very unique in where it is when it comes to e-commerce. When we look at North America specifically, the consumer behavior is different, but also the customer behavior is different. So a lot of retailers, you will see they’re building capabilities today for click-and-collect, they’re building capabilities on retail media, on logistics to enable the click-and-collect, because as consumers tend to go back to stores, they also want to keep the convenience of shopping online, so they have gotten used to shopping online. They realize it's convenient, but they've also started going back to stores. They want to touch and feel, they want to pick it up immediately. So that's where a lot of innovation is beginning to happen, a lot of data process is building up …”
“With EMEA retailers are actually now investing in building their own tech and data infrastructure so they can improve the consumer experience because they are now beginning to personalize consumer journeys and beginning to personalize what they should see as the digital shelf. Also, most retailers are now partnering with last-mile delivery apps to equip themselves to lead the quick commerce channel because I think quick commerce channel is now almost as big or getting as big as pure-play and omni, and that's where a lot of retailers are working cross-functionally.
"In APAC, I think retailers have been doing a lot for a long period of time now. So they are now data rich. And they've actually moved to the other side where they are extending loyalty by building entertainment engagement on their shopping apps. They're also enabled for mobile payment services they deliver same or next day and now they've also built their own ecosystem to pick up returns."
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