ABC
294 investment ( ROI ). Harb is all too aware of this and recognises that while ABC is an early adopter , it does not follow blindly . “ We pick and choose based on extensive vetting and we don ’ t let ourselves be impressed by ‘ big words ’,” he says . “ Some trends have had a major impact on the retail industry , such as omnichannel retail which is causing major disruption , while others are still to show their worthiness . It falls to us to use our better judgment and expertise in the field in order to adopt the best solution possible and follow the route that will have a positive impact on our business .”
To this end , ABC will vet technology both internally and externally through the use of technology vendors and filter innovation and solutions through variable committees like the company ’ s Customer Experience Committee ( CEC ). “ The CEC or the steering committee will analyse the business impact and the ROI both locally and globally ,” says Harb . “ Once approved , we then proceed with a final round of validation in order to ensure there are no hidden costs or impacts and that it fits exactly to our needs .”
Ultimately , those needs revolve around the customer and their experience . Harb
“ We were the first to implement an intuitive business intelligence system with predictive analysis and machine learning ”
— Elie Harb , Head of IT and PMO , ABC
JANUARY 2019