Wayne Eckstein

Director, Advisory
Bentonville
479.286.1158
weckstein@kpmg.com

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Bolette S Andersen

Partner, Advisory Services
Bentonville
479.286.1163
bsandersen@kpmg.com

Background ×
Wayne Eckstein
Background
Wayne is a Director in KPMG’s Advisory Services practice with over 25 years of management advisory and business experience. He has a unique background combining 25 years in retail consulting services, and extensive retail industry experience. Wayne’s current and past clients include leading retail companies most recently working globally to solve business issues and provide retail acumen and subject matter expertise.
Professional and Industry Experience
Wayne combines deep retail knowledge and experience leading diverse client engagements consistently demonstrating a proven track record of driving shareholder value, top-line growth, and profitability. Wayne provides strong retail experience and business acumen coupled with extensive knowledge of IT packages, tools, and capabilities enabling a conduit between the Business and IT. This leads to accelerated execution of strategies and initiatives resulting in faster benefits realization. Wayne has focused on developing end-to-end business processes within the areas of Retail Merchandising, Business Effectiveness, Advertising and Pricing Effectiveness, Local Market Assortments, Supply Chain, Inventory Management, Store Operations, Software Selections, and Multi-Channel initiatives. Wayne continually develops thought leadership around retail and takes an iterative approach to creating retail leading practices and processes.
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Bolette S Andersen
Background
Bolette has more than 23 years experince in IT.She has been on the executive teams of very large outsourcing arrangements as a partner responsible for managing Governance,Program Office Functions,major Web sites,and Customer Relationship Management (CRM) projects on multiyear deals.She has a strong background in outsourcing, project and program management,process improvement, business transformation,IT strategy,and custom software development, implementation and maintenance.
Professional and Industry Experience
Bolette is a proven IT Leader who has been driving management outcomes for a portfolio of clients across Telecom,Retail and Consumer Goods.Bolette has managed very large and geographically dispersed organizations.Bollette is a recognized expert on web self service,who has been driving web adoption and new online initiatives for clients.She has broad experience in delivery and program office leadership roles including set-up, run and tranformation projects. Bollette has a strong foundation of structured, methodology-based delivery, emphasizing repeatable processses,phase containment and cost management,she has extensive outsourcing and off-shoring experience,including third party contractor- and vendor management experience,and she has global experience including long-term on-site assignments in India and Australia.
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Mark Larson

Partner, US and Global Sector Leader - Retail
502.562.5680
mlarson@kpmg.com

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KPMG
What’s in store

First in a series of articles on how technology is transforming the retail industry

Engaging the Customer

As they say in fashion, what’s old is new again. And this certainly seems to be the case for brick and mortar retail stores. Once thought to be in danger of becoming obsolete, brick and mortar stores are now viewed with newfound potential, and somewhat ironically, this is largely being driven by what was once perceived as a threat to its traditional business model: new technology. In fact, technology is providing brick and mortar retailers with innovative ways to seize strategic opportunities.

While online and mobile technologies offer consumersconvenience, speed, and ease of use, brick and mortarstores have a distinct advantage—face-to-face personalinteraction between the consumer and the associate inthe store. Leading companies are shrinking square footageand instead allocating investment and innovation dollarstoward brick and mortar business models that create asuperior shopping “experience” for the consumer.Many are leveraging technology to provide outstanding customer service and increased personalization, all in an effort to make their stores more exciting, entertaining and emotionally engaging.

It is, therefore, important not to overlook that the ongoing evolution within the retail industry contains a brick and mortar component, not just a virtual one. And while leading-edge technology may drive both, a winning brick and mortar strategy must also be underpinned by well-trained, friendly and knowledgeable associates that can deliver value to the consumer through unique, memorable, in-store experiences.Personal interaction offers opportunities to expand and enhance the strengths of brick and mortar to attract customers into the store, keep them engaged longer to encourage more purchases, and build customer loyalty.