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Customer-Centric Convergence
Customer-Centric Convergence
Customer-Centric Convergence
Customer-Centric Convergence
Customer-Centric Convergence
Customer-Centric Convergence
Customer-Centric Convergence
Customer-Centric Convergence
Customer-Centric Convergence
Customer-Centric Convergence
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Customer-Centric Convergence

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  • 1. Customer-Centric Convergence What does 2014 have in store for the retail industry? #nrf14
  • 2. Meet the experts Moderator Matthew Townsend Bloomberg News Reporter @matt_townsend Bill Tancer Sean Breckenridge Erica Dudash Susan Reda Experian Marketing Services Bass Pro Shops American Eagle Outfitters STORES Media Director of Marketing @Susan_Reda GM, Global Research @BillTancer Director of Marketing Customer Retention and Development @Bass_Pro_Shops @EricaDudash Editor
  • 3. Today’s discussion • What is convergence? • Convergence in context: Key consumer trends Panel discussion • Audience Q&A
  • 4. What is convergence? STORES Magazine prediction late 2012: “tying together of the web, Big Data, analytics, mobile, social and all things digital” with a need to react quickly to changes in consumer behavior.
  • 5. 9/5/13 7/5/13 5/5/13 3/5/13 1/5/13 11/5/12 9/5/12 7/5/12 5/5/12 3/5/12 1/5/12 11/5/11 9/5/11 7/5/11 5/5/11 3/5/11 1/5/11 11/5/10 9/5/10 7/5/10 5/5/10 3/5/10 1/5/10 11/5/09 9/5/09 7/5/09 5/5/09 3/5/09 1/5/09 11/5/08 9/5/08 7/5/08 5/5/08 3/5/08 1/5/08 11/5/07 Is one number enough? Experian Consumer Expectation Index 100.0 95.0 90.0 85.0 80.0 75.0
  • 6. Age: 18-34 Age: 35-49 Age: 50-64 Age: 65+ 9/5/13 7/5/13 5/5/13 3/5/13 1/5/13 11/5/12 9/5/12 7/5/12 5/5/12 3/5/12 1/5/12 11/5/11 9/5/11 7/5/11 5/5/11 3/5/11 1/5/11 11/5/10 9/5/10 7/5/10 5/5/10 3/5/10 1/5/10 11/5/09 9/5/09 7/5/09 5/5/09 3/5/09 1/5/09 11/5/08 9/5/08 7/5/08 5/5/08 3/5/08 1/5/08 11/5/07 Convergence Requires Understanding our Differences Experian Consumer Expectation Index - Age 110.0 105.0 100.0 95.0 90.0 85.0 80.0 75.0 70.0 65.0 60.0
  • 7. Understanding Differences = Increased Margins
  • 8. Channel is Key
  • 9. Discussion • What does convergence look like to the consumer? How does that work? • How does a retail organization realize an omnichannel vision? Is that becoming easier or more difficult? • How did retail change in 2013? • Comparing holiday 2012 & 2013 retail strategies and shopping behavior, did convergence play a role in that change? • What can we expect from retail in 2014? From consumers? • Five years from now, what would be the ideal experience you would like a consumer to have?
  • 10. Questions from the audience? Matthew Townsend @matt_townsend Bill Tancer @BillTancer Sean Breckenridge @Bass_Pro_Shops Erica Dudash Susan Reda @EricaDudash @Susan_Reda Customer-Centric Convergence #nrf14

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