As for our retail, <…> everything that can be digitalized – we are talking not only about online trading, but also the adoption of digital technologies and new platforms in offline trading – all of this will come to pass, starting with warehouse automation. <…> The implementation of virtual reality begins with staff training, <…> predictive analytics are being used, <…> the use of biometric data <…> Our trade understands all of this, and that there is no escaping it – it is competition, and it is a competitive advantage — Viktor Evtukhov, State Secretary and Deputy Minister of Industry and Trade of the Russian Federation.
If value for the customer could previously be found in a single company, this is not the case anymore. Value for the customer is found in a system, in a certain ecosystem, which includes former competitors. <…> Digitalization of e-commerce, the creation of marketplaces – this is actually a solution to the fundamental problems that the financial sector is currently facing — Boris Kim, Chairman of the Board of Directors, Qiwi.
The move towards digitalization has, of course, allowed us to improve quality and promotion. There is now a trend for personalization in marketing, with the aim of improving customer experience <…> Closer collaboration with regard to data, with the aim of simply getting to know our customers better. <…> We have significantly improved our customer satisfaction indicators thanks to digitalization — Marc Carena, Director General, McDonald’s in Russia.