When talking with customers, the conversation quickly shifts to a discussion on how current events have accelerated the transformation to digital for doing business. Before the pandemic, most companies’ online sales represented 12-20% of their revenue. Today it’s not unusual to hear +70% online, or that digital sales are breaking all records and outselling their stores. What is surprising is that even as markets open up, with stores opening for consumers, there is no trend to return to where we were!

Our goal at HCL Commerce has always been to help our clients beat their competition. As we collaborated with customers and partners, the topics of faster, better experiences with highly relevant search results always rose to the top. Our research even before the pandemic showed that companies who create exceptional customer experiences set themselves apart from their competitors. Although less clear at that time, the ability to flex at will to handle the increase in transactions was equally important.

It became obvious that helping our clients build and manage ‘World Class Experiences’ would be a continuing theme across our releases. Simply put, it’s that ‘being measured against the best last experience’ mantra that we have heard before. Companies are now focusing on the customer experience as it delivers clear value to the business:

  • A client in the electrical distribution business calculated that every 1% increase in response times delivered another $3M in additional annual revenue
  • No wonder the business users at another automotive client were excited when they improved site performance by nearly 30%, resulting in significant increases to demand!
  • Or the retailer who was able to change their operations to be able to push changes and innovations every 2 weeks to help differentiate their brand, even through peak season.

I know from my own experiences as a consumer, practitioner and marketing professional, that I value simple intuitive experiences, fast responses and a frictionless journey to complete the purchase or the task. Which perhaps explains why more and more, customers are buying based on the experience and not based on product.

In fact, 86% of buyers are willing to pay more for a great customer experience. 

What has become clear is that these organizations need a platform that allows them the ultimate flexibility – the freedom to choose the right approach for any situation. Whether that’s getting to market faster, expanding to incorporate third party solutions or building the perfect, di­fferentiating experience from scratch and all done on with modern, container-based approach that facilitates time-to-market, scalability, simple upgrades/updates and optimized customizability.

 

HCL Commerce 9.1 delivers a complete commerce platform to help you address the changing digital commerce landscape, now and into the future. Built on a foundation that helps you Accelerate, Amplify and Assemble your perfect customer experience, HCL Commerce 9.1 provides you the speed, power, simplicity, reliability and scalability you want, with industry leading technology that helps lower your total cost of ownership.

New capabilities include new React-based Storefront accelerators, one for B2C and one for B2B, separate to keep the SPA design as lightweight as possible and amazingly fast. With enhanced business user tooling, CMS capabilities and a new embedded search engine with a common data platform, we have the foundation for building world-class experiences in the shortest possible time. The momentum for innovation continues through the next 2 releases and beyond. To learn more, join us at our Customer Summit or read our article on what makes a ‘World-Class Experience’.

 

Comment wrap
Further Reading
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Marketing & Commerce  /  July 1, 2020
It’s a wrap and the HCL Commerce Customer Summit Delivered!
By: Caley Iandiorio, Commerce Product Marketing Manager
An awesome start to our HCL Commerce Customer Summit! Day one was absolutely packed with great content, customer stories and live demos of 9.1.
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Marketing & Commerce  /  June 9, 2020
HCL Commerce Summit: What to Expect?
By: Pete Wharton, Director of Marketing, Commerce
HCL Software
HCL Commerce Summit: June 23-25 Launches are exciting – and for HCL Commerce 9.1, the excitement is off the charts and you can feel the buzz! If you don’t believe me watch this. The reason for the excitement? This release is what the clients have been asking for in the platform - It’s what they need to drive results, be more innovative, and improve their efficiency and effectiveness. In case you missed it, the 9.1 sneak peek webinar is now available on demand. Not only did we provide insight into the new capabilities, we had one of our guest speakers, Paul Miller, former CIO at Williams Sonoma, Sears and Grainger and now a digital acceleration leader, share his ideas on responding during these crazy times and what we need to focus on – the fundamentals of commerce.   Before we get to Summit, it’s time to play a game with the Commerce Hackathon. Are you up for the competition? Register here for the Hackathon on June 15-17 and a chance to win bragging rights! So why register for the HCL Commerce Summit? It is easy to attend (virtual) and you can build your own schedule If you miss a session, you can watch the recording whenever you want Keynotes from Google, Elasticsearch and Paul Miller will change your thinking! ‘Meet the Engineer’ and discuss how they solve the challenges faced by clients  Workshops and demos covering the 3 Wows of World-class Experiences, Optimized Merchandising and Cloud Native will get you ready for Commerce 9.1 To ensure everyone gets the most out of Summit, here are the highlights which you must not miss. Day 1 (June 23) focuses on World-Class Experiences. Catch the demo of the new React Starter Store with Search and CMS Insights from market leaders GM, Follett and DFS...
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Marketing & Commerce  /  August 5, 2020
HCL Commerce Right Now
By: Caley Iandiorio, Commerce Product Marketing Manager
After all the excitement and energy from the HCL Commerce Customer Summit and the launch of version 9.1, which was only a month ago, the pace of innovation by our clients and by HCL is accelerating. To provide some insight, we thought we would share a quick snapshot through the lens of our customers, drawn from our AHA Ideas Portal and our customer support team – and three things stood out.   Cloud native is hot as customers connect the dots between the platform and the value to the business. Customers are clamoring for information, tips, best practices as they seek to adopt its constituent pieces as they work towards becoming a cloud native organization – and that means going beyond commerce. In many cases, HCL Commerce is a catalyst for broader organizational change and they are looking to us for advice as they tread a very new path. Questions around microservices (or business services as we think about them), DevOps and CI/CD, Containers (and supporting technologies like Kubernetes, Google Anthos, etc) are constantly hitting our Support and Advisory Services team.   Adoption of 9.x is accelerating! Not surprising after a great launch event with live demos and deep dives into the benefits - we have a lot of inquiries about the move to 9.1, closely connected to questions around Cloud Native – which of course is the foundational architecture of 9.1. Since the start of 2020, we’ve seen double digit growth in inquiries about 9/9.1, migration paths, timing, organizational approaches and more – companies have clearly seen the value and are in various stages of mapping or executing their moves.   Elasticsearch and search in general – coming out of our launch and announcement of HCL Commerce Search based on the Elasticsearch engine, this has been the single most...
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