2018 Winner Profile

Ricoh USA Inc.

Project Description:
Ricoh USA Inc. is undergoing a complete transformation in its ongoing endeavor to deliver a 360-degree customer experience. The B2B sales process is complex, especially when products are huge and difficult to visualize/comprehend. Additionally, the changing buyer behavior requires Ricoh to rethink the ways it communicates with customers and accelerates the sales cycles. To achieve its goal of providing an end-to-end customer experience, Ricoh embarked on two key initiatives. The first is using unconventional technologies, such as augmented reality, mixed reality and virtual reality, to transform the way the company interacts with customers. Using augmented reality brochures as well as mixed reality and virtual reality to showcase products and services is enabling the company to provide an out-of-the-world experience to customers. The second initiative revolves around the use of blockchain technology for tracking assets to provide a transparent record that is available to everyone. Implementing blockchain along with other technologies also allows Ricoh to automate processes by eliminating intermediaries in a closed trusted environment.
Business Goal:
Competitive Advantage, Customer Experience, Supply Chain Impact
Kris Rao, CIO
Joji Tokunaga, Executive Vice President and General Manager, Shared Services, Ricoh Americas
Malvern, Penns.
Computer Hardware
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