Deducing the Future of Ecommerce

Our aim is to simplify technology solutions to meet internal stakeholder needs; making technology digestible to the rest of the business as well as making the customer technology experience enjoyable.

I’m proud of the number of firsts Domino’s has achieved over the past ten plus years, in particular. Our teams have not had a lot to go off to deliver firsts in the digital landscape. We have had the right people and partnerships in place to deliver our achievements. Recently we have also introduced ‘Project Co-Pilot’ which involves launching new technology that works alongside our team members to help improve efficiencies and make team members jobs easier.

3. What according to you are the challenges that organizations face related to ecommerce market and how those can be overcome?

Challenges that I see for organizations in the ecommerce space is that having a presence online is not enough. Businesses need to continue to attract new customers while maintaining loyal and committed ones. With the pace at which new technologies emerge, it can be overwhelming for businesses to embark on new solutions. Domino’s is structured in a way that new ideas are tailored and optimised to ensure we are building a solution that the customer wants and needs. We do this by validating ideas, through quantifiable or qualifiable data, and prototyping solutions until we have demonstrated the demand. At Domino’s we are data driven and this makes us accountable and disciplined in this space.

The challenge can be in ensuring what works in the Australian and New Zealand market can translate to an Asian or European market place because we are a global brand. Everything we do needs that consideration. Effectively and efficiently transferring new ideas and technologies across our markets is what my team and I are responsible for and we want to make sure we provide the most enjoyable shopping experience for our customers. As at February 2019, more than 95 per cent of deliveries were placed online in the Netherlands and Belgium in first half of the year (H1 19) so the demand for quick and efficient service online is increasing globally.

4. Ecommerce companies are also collaborating with payment processors to make online purchases as frictionless as possible. Please elaborate.

Making a friction-free shopping experience is ideal for any business to have for its customers. It can be a cumbersome process to delay the sale of a product or service with a time-consuming payment process. Now, with Apple Pay and Google Pay, purchasing online has never been easier. Within one or two clicks the process is complete which is ideal from a customer perspective. Domino’s is unique as we still accept cash, credit card plus a range of digital wallets. I have no doubt that overtime the number of people that manually enter credit card details will decrease dramatically. Electronic wallets will be the main way people make payments online. We will always look to go where the customer takes us.

5. What is your advice for budding organizations in the ecommerce space? How do you see the evolution few years from now with regard to disruptions and transformations within the domain?

With the pace that technology moves at, it is always hard to say what will emerge. We know we will continue to see new technology and new hardware and we will see the speed of innovation grow exponentially. With that come more challenges and further opportunities to fulfill customers’ needs. At Domino’s we are passionate about being across technology trends while keeping perspective of our customers’ needs. We have a lot of new ideas in the pipeline and we will continue to push the boundaries of what is possible and explore even more, fun ways for customers to enjoy the online shopping experience. For organizations that have a presence online, the pace of emerging technology can be overwhelming so, my advice is to tailor and optimize customers’ experience and deliver on what is promised.