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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.
  • Posted on: 08/21/2019

    Organizational culture shapes digital transformation

    I believe that we need to make a paradigm shift in our thinking about culture and how it is affected by technology. If we rewired the culture of the organization to look forward, down to the employee level, to identify new technology and its impending impact on the industry and the organization, we would be driving technology instead of reacting to it. Changing the culture, potentially a new role for HR, to a tech driver will mitigate the trauma experienced when new technology is an organizational surprise.
  • Posted on: 04/30/2019

    McDonald’s teams with AARP on national campaign to recruit older workers

    The key word in this discussion is "worker." Why do we focus on young or old? A business should be looking to engage people who are interested in working, improving the business they are working for and enjoying positive interactions with customers and fellow employees.
  • Posted on: 11/28/2018

    Are Millennials taking advantage of retailers’ goodwill?

    We can talk about technology and generations all we want, but the fundamental issue with false complaining is integrity. If we perceive that the buyer/complainer has no integrity, we as retailers exhibit no trust. Once the trust is broken the destructive cycle will spiral until we lose the customer. If there is no integrity or trust is that a bad thing?
  • Posted on: 07/14/2018

    Ellison shaking things up at Lowe’s

    Something in the article that Mr. Ellison said seems a little contradictory. He believes in improving the omnichannel experience but also believes in maintaining sales square footage. If the omnichannel experience is growing and that means that BOPIS and web ordering will be taking a larger share of sales, why is it necessary to maintain sales square footage in the store? Let's take a radical approach. Suppose that we decrease sales space in the store and make room for an area to efficiently process omnichannel orders and assure the customer experience that everyone says is so essential. Just a thought ...
  • 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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