PROFILE

Ken Silay

Principal, KGS Business Services
Innovation & Technology Management
Problem solver, recognized thought leader, author, skilled at fusing analytic and creative thinking to deliver innovative solutions. Selected as a 2015 Top Innovator by Retail Touch Points and Chairperson for the 2015 RIS News Technology Conference. Business solutions partner with large-scale project management experience developing and implementing technical process improvements, managed multi-functional project teams achieving cost-effective technical solutions. Leadership by example, trusted mentor.
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  • Posted on: 10/23/2017

    Will in-store clienteling aid Neiman Marcus’ digital push?

    The concept is appropriate, will be the norm eventually and has been talked about since at least 2013. I believe that there are at least three reasons that it is mostly talked about and not widely implemented. First, retailers must consolidate data from all channels to be able to efficiently identify and display all customer information from all channels and hopefully make appropriate suggestions.Second, the store network must be robust enough to deliver the customer information while the customer is in front of the associate.Third, support from the store operations and store sales management teams is critical to store associates using the capability. Naturally, the capability cannot provide excellent customer service if the associates don't use it.If a retailer doesn't execute the due diligence identified above, their chances for a successful implementation will be significantly diminished.
  • Posted on: 10/03/2017

    Empowered employees separate Zumiez from the competition

    As a company, whether through store operations or IT or a combination of both, your goal is to make it as easy as possible for in-store employees to 1.) make money and advance and 2.) understand and serve their customers and know how to utilize all the tools available to make the first two happen.
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