OCTOBER -2022MARTECHOUTLOOK.COM19CXO INSIGHTSENHANCING POS EXPERIENCEFOR EMPLOYEE AND CUSTOMERIS THE KEY TO SUCCESSBy Christopher Davis, Chief Information Officer, The Tile Shop (NASDAQ: TTSH)Christopher Davis has around three decades of experience in the industry, introducing numerous solutions and capabilities and replacing legacy systems. He began his career at PricewaterhouseCoopers (PwC) Consulting--acquired by IBM Global Services--as a consultant after graduating in computer science from Brigham Young University. Responsible for ERP transformation, he spent ten years at PwC implementing SAP solutions across the U.S. and globally. Later, he worked for various organizations such as Maytag, Whirlpool Corporation, Sleep Number Corporation, Express Oil Change & Tire Engineers and Mspark, leading IT teams and helping to rebuild IT capabilities. Recently, Davis joined as CIO at The Tile Shop, where he is enabling the company to undergo a significant technological, cultural, and organizational transformation, dealing with people, processes, and technology. Christopher DavisAccording to you, what are the common problems that retailers face with the point of sale (POS) systems?As the retail industry continues to transform and deal with rapidly changing technology, it requires omnichannel capabilities to meet consumers at their preferred channel. POS systems tend to be separate systems from a traditional ERP system or an e-commerce solution. The siloed nature of POS systems makes the integration of solutions the biggest challenge. The integration becomes more critical when paired with channel-less capability requirements to be where, when, and how the customer wants. Lastly, retailers often use outdated POS technologies because they focus on aspects that drive their revenue. They consider a POS system a transactional system, not a tool that can drive revenue. Yet, it impacts employee and customer experience. If POS experience is negative for employees, it affects their job satisfaction. Consequently, it influences consumers and, ultimately, constrains revenue.
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