News

Publix expands Teradata Active Data Warehouse implementation

BY Dan Berthiaume

Lakeland, Fla. — Publix Super Markets Inc. has expanded its Teradata Active Enterprise Data Warehouse to accommodate growth and more complex analytics. The upgrade moves the data warehouse functionality beyond traditional strategic analysis and into tactical operational intelligence.

The expansion includes the latest Teradata Active Enterprise Data Warehouse platform, database software, and services. The new platform is designed to enable quicker reaction and response to changing business conditions and consumer behavior.

“We chose Teradata because of their consistent performance and reliability. This upgrade of our Teradata environment will allow us to expand our Enterprise Data Warehouse solution which provides valuable data analytics,” said Laurie Douglas, Publix CIO. “Teradata’s experience, focus on retail solutions and leading-edge technology provide us with the insights we need to extend our success in this competitive market.”

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OPERATIONS

Report: Consumers creeped out by POS prompts

BY Dan Berthiaume

Dallas – A majority of consumers find point-of-sale (POS) prompts, such as discount alerts on their mobile devices an invasion of their privacy. According to a recent website poll from CompuCom, respondents were asked, “Do you find point-of-sale technology prompts, such as a customized alert for discounts upon entering a store”: 63% said it is Big Brother-ish/intrusive while 37% said it is helpful and cool.

The poll collected 307 responses from IT professionals across multiple industries from Nov. 16, 2013 through Dec. 17, 2013.

“Consumers need to remember that they are in control when it comes to POS technology and that it can be a benefit, not a nuisance, if they know how to use it and decide to what extent they’ll ‘let it in,’” said John Little, VP and general manager of retail sales, service sales management, CompuCom. “For retailers, there are smart ways to take advantage of the technology, by striking a balance and not overburdening consumers, respecting their preferences and letting them opt in to alerts. As security issues around POS are addressed, retailers and consumers will continue to adopt the technology in greater numbers and with greater levels of comfort.”

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OPERATIONS

Report: Target data breach impacts customer service response times

BY Dan Berthiaume

New York – There were increases in total time to live agent, a metric that measures how long it takes o reach a human customer service representative, including time spent navigating interactive voice response systems (IVRs), during the initial aftermath of the December 2013 Target data breach.

Data from StellaService shows that on Dec. 15, the last day of the breach according to Target, total time to a live agent roughly quadrupled, from four minutes and 29 seconds to 16 minutes and 51 seconds. While the breach was not publicly disclosed until Dec, 18, this spike may have been due to affected customers calling with inquiries.

That figure actually dropped to seven minutes and nine seconds on Dec. 18, the day the story first broke publicly, although the average time to live agent for mass merchandise retailers that day was only two minutes and 41 seconds. StellaService analysts could not get through to a live agent again until Dec. 27, when the average time was six minutes and 18 seconds. There was another large spike to 14 minutes and 27 seconds on Dec. 30, the last day tracked by StellaService analysts, which may have been due to the issue with Target gift cards not working properly.

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