1. CEOs are startled by the rising expectations of
a digital customer. Here is what they expect
http://visual.ly/could-new-technology-be-saving-retail-industry
http://www.bidnessetc.com/business/big-data-analytics-revolutionizing-the-way-retailers-think/
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http://newsroom.cisco.com/release/1200551/Self-Service-Shopping-Grows-in-Popularity-According-to-Cisco-Study
http://www.dr4ward.com/dr4ward/2014/02/how-do-social-media-influence-consumers-purchasing-decisions-infographic.html
http://venturebeat.com/2014/01/15/ibeacon-retailers/
http://www.bidnessetc.com/business/big-data-analytics-revolutionizing-the-way-retailers-think/
http://iphone.appstorm.net/roundups/lifestyle-roundups/15-retail-restaurant-apps-that-are-actually-useful/
http://multichannelmerchant.com/ecommerce/case-study-ibm-helps-lindt-personalization-23012014/
http://digiday.com/brands/15-retail-stats/
http://digiday.com/brands/13-alarming-stats-about-retail-in-digital/
http://newsroom.cisco.com/release/1200551/Self-Service-Shopping-Grows-in-Popularity-According-to-Cisco-Study
http://www.forbes.com/sites/barbarathau/2014/01/24/why-the-smart-use-of-big-data-will-transform-the-retail-industry/
http://blog.mojn.com/ecommerce-personalization-stats/
http://visual.ly/could-new-technology-be-saving-retail-industry
http://iphone.appstorm.net/roundups/lifestyle-roundups/15-retail-restaurant-apps-that-are-actually-useful/
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http://blogs.sap.com/innovation/cloud-computing/cloud-computing-and-fashion-giant-zara-029092
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http://www.gxs.com/resources/webinars/how-tesco-uses-the-cloud-to-work-with-its-suppliers
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Companies combining the 3 pieces together
just the right way
Macy's has improved customer engagement by using Apple's iBeacon
technology to send promotions and deal alerts in-store via the
mobile application.
80%
of consumers said they would
use retailer apps more often
while shopping in a store if
those apps delivered sales and
promotion alerts
61%Burberry has achieved a digital transformation by using in-store digital
experiences to drive 17% growth. Burberry's flagship store is integrated
with high-level engaging technology such as virtual mirrors and
digital signage.
global consumers are willing to
shop in an omni-channel,
self-service, completely
automated store
78%
Nordstrom changed their customer engagement strategy by using social
media to build customer engagement. They have increased to 4.5 million
hits on their Pinterest page daily. This has helped them with inventory
management and has given the sales associates the ability to feature
the top pinned products .
Consumers feel that companies
social media posts impacts
their purchasing
70%Walgreens has adopted a "mobile first" approach to attract more
customers. The app features personalized deals and promotions, a
medication tracker, a store locator, rewards points which can be redeemed
either in-store or online.
Smartphone shoppers use a
store locator on their phone to
plan their shopping trip.
75%Lindt has digitalized their service by using a cloud-based e-commerce site to
launch campaigns and promotions that promote highly-targeted offerings.
They have successfully doubled their conversions and tripled their revenue.
Consumers like it when
brands personalize
messaging and offers
49%Vera Bradley has transformed customer relationships by using their data to
understand the expectations through digital marketing strategy that is
more segmented and personalized.
Consumers are comfortable
with providing personal
information when shopping in
exchange for more personalized
recommendations and
customer service.
CEOs are responding with 3 power moves
Customer
Experience
Digitizing
Operations
Business
Transformation
Companies are changing the
way they run their businesses
by embracing new technology.
They are currently transitioning
from physical to digital
products and expanding into
new geographies.
Companies realize the value of
their customer's personal data
across all touch points, which
earns them customer loyalty as
well as gaining them more
business from their existing
client base. This is done
through a predictive analytics
approach and knowledge
acquired from social outlets.
Companies are moving
towards building digital
products by bringing agility in
platform building and
digitizing the process to easily
roll out new ideas, innovation
and new features to market.
Connecting data and cloud to navigate
the transformation
MOBILE FIRST
CHANNEL ENGAGEMENT
SCALE WITH THE CLOUD
Design Apps to personalize the
travel experience across multiple
points of the journey.
Merge customer data from all
sources to build a comprehensive
view of every customer.
Use predictive analytics to
understand customer behavior
and create highly targeted offers
and personalized service.
Support your digital programs by
building enterprise class applications
and scalable infrastructure with
the cloud.
PERSONALIZATION
SINGLE VIEW OF
CUSTOMER
1
3
4
52
“I don’t want to wait
in a queue”.
Digital carts that automatically
scan the products keeps the
customers from waiting in
long lines, saving them time
and inconvenience.
“I want to see the
most frequently
pinned products”.
The integration of social media
both in-store and on mobile
enables the customer to browse
reviews on the products they wish
to purchase.
“I want you to recommend
products based on my
last purchase”.
Personalized guides and
recommendations saves
customers time and accelerates
decision making.
“I want to redeem
rewards points from
my mobile app”.
Mobile applications are the biggest
trend in the retail industry. Apps
are used to redeem rewards,
compare products, find store
locations, and check the availability
of products.
“I want to see information
of products around me”.
Interactive Touch Points give
product information and details
in real time to customers,
allowing them to make more
informed decisions.
RESOURCES
Companies who are struggling, are getting
stuck with
Mobile app and big data
analytics are not a focus
Lack of Social Presence
Old technology
and platforms
Companies that are not using mobile
applications and analytics as their
marketing strategy are missing out on
new customer opportunities.
Companies that are not using social media
are missing out on a chance to know their
customers better.
Companies that are still using old
technology may miss an opportunity
that could have led to a winning streak.
They may also find it difficult to roll out
new features and innovation to market.
The cloud is the pipeline
01
0302
04
05
Tesco, the third-largest global
retailer, is using private cloud
services to enable improved
purchasing practices. As a result,
Tesco has reduced the time needed
to set-up and approve new suppliers
by 66%.
Zara has been able to fulfill
customer preferences effectively
by using cloud technology.
Store managers are able to
connect in real-time with
marketing specialists and
provide data on the type of
products the customers are
viewing; the information is then
sent to the designers and in no
time the product is ready
for shipment.
Whether provisioning new
machines or deploying apps
across devices, the cloud makes
it easy to build highly available,
infinitely scalable apps and APIs.
Target has been able to roll out
15000 virtual machines using
the cloud technology across the
country. This has helped them
manage inventory, point-of-sale
and supply chain management.
Compute The ability to manage high
output, low-latency data on
the cloud helps to scale
predictive analytics and leverage
machine learning.
Analytics
The cloud helps in creating
Event Notification Hubs to
ingest, process, and orchestrate
notifications to scale.
Web Scale
Virtual Machines and Load
Balancing capabilities help
companies automate and
stay agile
Agile
Infrastructure
Encode, stream and store rich
media and deliver them across
millions of end points
Media Storage
and delivery
What’s Keeping
CEOs of
Retail Companies
Awake At Night?
Amazon’s recommendation engine
is one of the best cases of predictive
analytics. Based on customer’s past
browsing pattern, preferences and
behavior the recommendation
engine does an analysis to provide
personalized offerings .
Data is the new “Oil” in the retail industry
Kohl’s uses customer data analytics to
track their customers. They are testing
personalized offers in five different
stores . For instance, customers
receive coupons in- store for products
they browsed online but never
bought however, they are likely to
respond to offers in store.
Walmart is driving 1B in sales through
data science. They have mastered the
art of applying data mining and
analytics to customer data across
online channels to clearly understand
their customers preferences.
STORES
CRM
&
TRANSACTIO
N
AL
DEMAND
INVENTORY
SOCIAL MEDIA
M
AR
KETING
CAMPAIGNS
PRODUCT
WEB CLICKSTREA
M
SUPPLYCHAIN
&
FULFILLMENT
LOW
MEDIUM
VELOCITY
VARIETY
VOLUM
E
HIGH
HOW ARE CEOs NAVIGATING
THIS DIGITAL TRANSFORMATION?
PROBLEMS CEOs ARE FACING TO
NAVIGATE DIGITAL TRANSFORMATION