2005 Customer Connection

Presentation | Session Overview | Speaker

Infosys invites you to the 2005 Customer Connection in Miami. Explore the advantages of new and emerging technologies and gain hands-on experience through live product demonstrations.


The Multi-Channel Organization: Setting the Groundwork for Organizational Change


Pat Ogawa
Associate Vice President, Retail and CPG, Infosys Technologies Ltd.
Tom Griffin
Vice President, Partner Relations, Sterling Commerce.

Location: Room - 08 Chopin
Date: Wednesday, May 18, 2005
Time: 2.45 to 3.45 p.m.


Session Overview
Most retail organizations lack a unified strategy to manage customer experience, customer data, transactions, and order fulfillment across channels. As retailers leverage multiple channels, strategic and operational implications magnify in complexity. This results in lower productivity and customer satisfaction.

This session presents a perspective on what retailers must keep in mind as they go about realizing their multi-channel vision. The session will address topics of organizational realignment, customer experience, order management, and technology integration in the context of multi-channel retailing.


Pat Ogawa is an Associate Vice President, Retail, CPG and Distribution Business Unit at Infosys. His fields of specialization include eCommerce strategy, business model design, supply chain strategy, IT strategy, operations improvement, and organizational alignment. He also has experience in market entry strategies, merger and acquisition integration and other related areas. Mr. Ogawa has 18 years of experience in a variety of industries including retail, consumer products, and high-technology.

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