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Welcome to the Era of Agile CommerceBrian K. Walker, Principal AnalystJuly 7, 2011@bkwalker1   © 2010 Forrester Research, ...
Our Speakers                                                    Brian K Walker                                            ...
3   © 2010 Forrester Research, Inc. Reproduction Prohibited
4   © 2010 Forrester Research, Inc. Reproduction Prohibited
5   © 2010 Forrester Research, Inc. Reproduction Prohibited
6   © 2010 Forrester Research, Inc. Reproduction Prohibited
7   © 2010 Forrester Research, Inc. Reproduction Prohibited
PERVASIVE ENGAGEMENT CROSS-CHANNELEngage shoppersanytime, anywhere!
Are you engaged with your customers across  all touch-points?         30% of consumers use three or more retail channels f...
Customers want to see a brand – notseparate channels       In Store                Online                   pervasive     ...
The leading global social commerce solutionRatings & Reviews                                           SalesCustomer Stori...
12   © 2010 Forrester Research, Inc. Reproduction Prohibited
13   © 2010 Forrester Research, Inc. Reproduction Prohibited
eCommerce14   © 2010 Forrester Research, Inc. Reproduction Prohibited
Multi-Channel15   © 2010 Forrester Research, Inc. Reproduction Prohibited
16   © 2010 Forrester Research, Inc. Reproduction Prohibited
17   © 2010 Forrester Research, Inc. Reproduction Prohibited
Smartphones     34% of smartphone owners have owned one     less than a year, 80% less than three years.18   © 2010 Forres...
19   © 2010 Forrester Research, Inc. Reproduction Prohibited
Tablets                                  Tablet sales will eclipse laptop sales by 2015.                                  ...
21   © 2010 Forrester Research, Inc. Reproduction Prohibited     Source: North American Technographics Consumer Technology...
Connected Entertainment                      43.2 million homes will have Internet connected TV’s                      by ...
Call Center     29% of US online adults prefer to receive customer     support via the phone; down from 32% in 2007.23    ...
Retail Stores     During Holiday 2010, 49% of online shoppers agreed with the     statement, "I shopped in stores less bec...
25   © 2010 Forrester Research, Inc. Reproduction Prohibited
The Web     58% of US online adults prefer to research a product online,     compared to 43% in 2007. 51% of total US reta...
Multi-channel is very, very                                                               hard to execute today.27   © 201...
28   © 2010 Forrester Research, Inc. Reproduction Prohibited
“It is no longer about                                                               channels, it is about the            ...
30   © 2010 Forrester Research, Inc. Reproduction Prohibited     March 2011 “Welcome To The Era Of Agile Commerce”
Multi-Channel31   © 2010 Forrester Research, Inc. Reproduction Prohibited
Welcome to the Era of                       Agile Commerce.32   © 2010 Forrester Research, Inc. Reproduction Prohibited
Agile business leaders will              optimize touch-points,                   not channels.33   © 2010 Forrester Resea...
How do businesses become more agile?34   © 2010 Forrester Research, Inc. Reproduction Prohibited       2009
A focus on the customer opens                                                       the door to Agile Commerce.35   © 2010...
$36   © 2010 Forrester Research, Inc. Reproduction Prohibited
Attribution                                                  +                                              Analytics     ...
facet                                                              refinement          baskets                            ...
Keeping it all straight and driving relevance acrosstouchpoints is a huge challenge. 39   © 2010 Forrester Research, Inc. ...
attribution + analytics…40   © 2010 Forrester Research, Inc. Reproduction Prohibited
…+ orchestration + optimization41   © 2010 Forrester Research, Inc. Reproduction Prohibited
The Model For CXM…                                                                   WCMS	                                ...
Touch-­‐points	   Consumer	                                                                                 Common	  Servi...
Q&A                                                     Brian K Walker                                                    ...
Welcome to the Era of Agile Commerce (Webinar)
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Welcome to the Era of Agile Commerce (Webinar)

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Watch the webinar: http://monetate.com/webinar/welcome-to-the-era-of-agile-commerce/

Customers today don’t shop in “channels.” They interact with brands across multiple touchpoints – in stores, online, via phone, on social media, on mobile devices – and expect a consistent and personalized brand experience throughout. To succeed in this era of agile commerce companies must focus on how consumers interact with every touchpoint in the customer lifecycle and derive the most value from each interaction.

Guest Speaker, Forrester Research Inc. Principal Analyst Brian Walker will share:

* How to increase sales, reduce operating costs, and increase profitability using an agile commerce model

* How to integrate customer insights into every touchpoint to create a consistent, integrated customer experience

* Which technologies organizations should invest in to attract, serve, and support customers

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Transcript of "Welcome to the Era of Agile Commerce (Webinar)"

  1. 1. Welcome to the Era of Agile CommerceBrian K. Walker, Principal AnalystJuly 7, 2011@bkwalker1 © 2010 Forrester Research, Inc. Reproduction Prohibited 2009
  2. 2. Our Speakers Brian K Walker Principal Analyst Forrester Research Inc David Brussin Chief Executive Officer Monetate Anu Saha Partnerships Director Bazaarvoice2 © 2010 Forrester Research, Inc. Reproduction Prohibited
  3. 3. 3 © 2010 Forrester Research, Inc. Reproduction Prohibited
  4. 4. 4 © 2010 Forrester Research, Inc. Reproduction Prohibited
  5. 5. 5 © 2010 Forrester Research, Inc. Reproduction Prohibited
  6. 6. 6 © 2010 Forrester Research, Inc. Reproduction Prohibited
  7. 7. 7 © 2010 Forrester Research, Inc. Reproduction Prohibited
  8. 8. PERVASIVE ENGAGEMENT CROSS-CHANNELEngage shoppersanytime, anywhere!
  9. 9. Are you engaged with your customers across all touch-points? 30% of consumers use three or more retail channels for any shopping transaction. - Matt Anderson, Booz & Co.78% of smartphone owners use their phones while they shop.- Eric Schmidt, Google 92% shoppers have more confidence in info sought online vs. anything from a salesclerk or other source. - Wall Street Journal81% of respondents said theyd received advice from friends and followersrelating to a product purchase through a social site; 74% of those whoreceived such advice found it to be influential in their decision. - Click Z Co 9 nfi de
  10. 10. Customers want to see a brand – notseparate channels In Store Online pervasive engagement Sales Mobile Channel Social Web
  11. 11. The leading global social commerce solutionRatings & Reviews SalesCustomer Stories ReturnsQuestions & Answers Site trafficSocial Networks Service CostsBlogs EngagementForums AwarenessWikis LoyaltyClosed Communities SatisfactionBrand Monitoring ProductPhoto Sharing ImprovementsVideo Sharing
  12. 12. 12 © 2010 Forrester Research, Inc. Reproduction Prohibited
  13. 13. 13 © 2010 Forrester Research, Inc. Reproduction Prohibited
  14. 14. eCommerce14 © 2010 Forrester Research, Inc. Reproduction Prohibited
  15. 15. Multi-Channel15 © 2010 Forrester Research, Inc. Reproduction Prohibited
  16. 16. 16 © 2010 Forrester Research, Inc. Reproduction Prohibited
  17. 17. 17 © 2010 Forrester Research, Inc. Reproduction Prohibited
  18. 18. Smartphones 34% of smartphone owners have owned one less than a year, 80% less than three years.18 © 2010 Forrester Research, Inc. Reproduction Prohibited
  19. 19. 19 © 2010 Forrester Research, Inc. Reproduction Prohibited
  20. 20. Tablets Tablet sales will eclipse laptop sales by 2015. Many retailers are seeing 5-10% of traffic from iPads alone. Today.20 © 2010 Forrester Research, Inc. Reproduction Prohibited
  21. 21. 21 © 2010 Forrester Research, Inc. Reproduction Prohibited Source: North American Technographics Consumer Technology Benchmark Recontact Survey, Q3 2010 (US)
  22. 22. Connected Entertainment 43.2 million homes will have Internet connected TV’s by 2015. Kinect for Xbox 360 reached ~10M units in 2010. Social / Local Shopkick has 1 million check-ins per day, 750 thousand users, and 10% access once per day.22 © 2010 Forrester Research, Inc. Reproduction Prohibited
  23. 23. Call Center 29% of US online adults prefer to receive customer support via the phone; down from 32% in 2007.23 © 2010 Forrester Research, Inc. Reproduction Prohibited
  24. 24. Retail Stores During Holiday 2010, 49% of online shoppers agreed with the statement, "I shopped in stores less because I shopped online instead.”, but 73% of US SuperConnecteds prefer to purchase a good or service in a store.24 © 2010 Forrester Research, Inc. Reproduction Prohibited
  25. 25. 25 © 2010 Forrester Research, Inc. Reproduction Prohibited
  26. 26. The Web 58% of US online adults prefer to research a product online, compared to 43% in 2007. 51% of total US retail sales will be influenced by or made online by 2013. Online retail continues double-digit growth in flat economy.26 © 2010 Forrester Research, Inc. Reproduction Prohibited
  27. 27. Multi-channel is very, very hard to execute today.27 © 2010 Forrester Research, Inc. Reproduction Prohibited Photo by hdrdoc
  28. 28. 28 © 2010 Forrester Research, Inc. Reproduction Prohibited
  29. 29. “It is no longer about channels, it is about the customer lifecycle across everywhere we touch them.” - SVP eCommerce, Travel29 © 2010 Forrester Research, Inc. Reproduction Prohibited
  30. 30. 30 © 2010 Forrester Research, Inc. Reproduction Prohibited March 2011 “Welcome To The Era Of Agile Commerce”
  31. 31. Multi-Channel31 © 2010 Forrester Research, Inc. Reproduction Prohibited
  32. 32. Welcome to the Era of Agile Commerce.32 © 2010 Forrester Research, Inc. Reproduction Prohibited
  33. 33. Agile business leaders will optimize touch-points, not channels.33 © 2010 Forrester Research, Inc. Reproduction Prohibited
  34. 34. How do businesses become more agile?34 © 2010 Forrester Research, Inc. Reproduction Prohibited 2009
  35. 35. A focus on the customer opens the door to Agile Commerce.35 © 2010 Forrester Research, Inc. Reproduction Prohibited Photo by Gilberto Viciedo
  36. 36. $36 © 2010 Forrester Research, Inc. Reproduction Prohibited
  37. 37. Attribution + Analytics + Orchestration + Optimization37 © 2010 Forrester Research, Inc. Reproduction Prohibited
  38. 38. facet refinement baskets site payment assortment type browsesearch off line term loyalty purchases search RFM friend score term touchpoint usage IP opt-in address geo / postal code LTV browser click type through location marketing response marketing air category purchases service browse contacts 38 node Forrester Research, Inc. Reproduction Prohibited © 2010
  39. 39. Keeping it all straight and driving relevance acrosstouchpoints is a huge challenge. 39 © 2010 Forrester Research, Inc. Reproduction Prohibited
  40. 40. attribution + analytics…40 © 2010 Forrester Research, Inc. Reproduction Prohibited
  41. 41. …+ orchestration + optimization41 © 2010 Forrester Research, Inc. Reproduction Prohibited
  42. 42. The Model For CXM… WCMS   On-­‐site  Search   Personaliza5on   CXM Analy5cs,  Test  &     Commerce   Op5miza5on   Pla8orms   CRM  42 © 2010 Forrester Research, Inc. Reproduction Prohibited
  43. 43. Touch-­‐points   Consumer   Common  Services  /  APIs  Webservices   Promotion Customer Marketing Account Product Search Basket  Core   Order Offer Integra6on  HUB   CXM   +   Commerce  Pla?rom  Enterprise  Pla8orms   Business  Tools   Customer Order Product Enterprise Data Management Content Content Management Management Management Business  Intelligence   Enterprise  Applica6ons   43 © 2010 Forrester Research, Inc. Reproduction Prohibited
  44. 44. Q&A Brian K Walker Forrester Research Inc @bkwalker www.linkedin.com/in/briankwalker David Brussin Monetate @dbrussin www.linkedin.com/in/davidbrussin Anu Saha Bazaarvoice @anu_saha http://www.linkedin.com/in/asaha44 © 2010 Forrester Research, Inc. Reproduction Prohibited
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