More Related Content
Similar to Amazon電商案例互動與體驗的新零售時代
Similar to Amazon電商案例互動與體驗的新零售時代 (20)
More from Amazon Web Services
More from Amazon Web Services (20)
Amazon電商案例互動與體驗的新零售時代
- 1. 1© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
1© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
An AWS Perspective
Young Yang, AI/ML Specialist SA
beyoung@amazon.com
The Next Wave of Retailing
- 2. 2© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
What do you know about Amazon?
Unprecedented
SCALE
Hyper
S P E E D
Relentless
I N N O V A T I O N
Customer
O B S E S S I O N
- 3. 3© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Our Believe
True Customer Obsession
客戶至上
- 4. 4© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
給客戶愉悅的使用體驗
Our job is making you smile
- 5. 5© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
- 6. 6© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Growth
Customer
Experience
Traffic
Sellers
Selection
Lower
Prices
Lower Cost
Structure
- 7. 7© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
- 8. 8© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
A B I L I T Y
Experience
Why things are happening
The human factor: beliefs, culture,
emotions, and sentiments.
X-data helps to uncover what
matters most to customers and
employees.
Operation
What is happening
Insights from your day to day
operations, like sales, finance, win
rates, time to close.
O-data helps you run your
business.
R A C E
C L A S S
L A N G U A G E
C U L T U R E
E T H N I C I T Y
G E N D E R
A G E
S E X U A L I T Y
E D U C A T I O N
E M O T I O N S
- 9. 9© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
86%
Customers left a store
due to long wait
checkout lines
4 mins
average accepted
waiting time
- 10. 10© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Total Visits
Login or anonymous
Interest and
research products
Add to
Shopping Cart
Justify and
Purchase
100% 43.8% 14.5% 3.3%
- 11. 11© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Just Walk Out Shopping
(Amazon Go store)
1-Click Checkout
(Amazon.com)
Frictionless Experiences
- 12. 12© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Growth
Customer
Experience
Traffic
Sellers
Selection
Lower
Prices
Lower Cost
Structure
- 13. 13© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |retail Born from Retail. Built for Retailers.
Hyper-Connected
Demand to Delivery
Accelerating Choice
Customer = Channel
The Customer
A new generation of customers see
every channel connected, forecast
made, recommendation shared, store
transformed, shipping option offered,
and call center contacted as a choice.
- 14. 14© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Each Channel Experience is Earned
78%
Forgot and reset the
passwords in the last
90 days
40%
of millennials will go
public with their
experience
- 15. 15© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
ID by Voice
(Alexa voice profile)
ID by license plate
(Pickup at Amazon Fresh store)
Frictionless Experiences
- 16. 16© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Growth
Customer
Experience
Traffic
Sellers
Selection
Lower
Prices
Lower Cost
Structure
- 17. 17© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
74%
are frustrated when it’s not
offered.
78%
will leave if fast/free
shipping aren’t offered
at checkout
- 18. 18© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
7/15 and 16
百萬張訂單
賣出一億七千五百
萬件商品
第三方賣家營業額
超過二十億美金的
2019 Prime Day
Business Results
- 19. 19© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Sellers,
which means to
build up the
eco-system
- 20. 20© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Deliver by Amazon
(Amazon Prime Air)
Deliver with Amazon
(Crowd-sourced model)
Frictionless Experiences
- 21. 21© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Growth
Customer
Experience
Traffic
Sellers
Selection
Lower
Prices
Lower Cost
Structure
- 22. 22© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
63%
of consumers expect
personalization as standard.
40%
Increase customer’s
conversation when making a
high quality recommendation
- 23. 23© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Customers Who Bought…
(Amazon.com)
If You Like / You’ll Love
(Amazon Books store)
Frictionless Experiences
- 24. 24© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Growth
Customer
Experience
Traffic
Sellers
Selection
Lower
Prices
Lower Cost
Structure
- 25. 25© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
- 26. 26© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
- 27. 27© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Air Shipped = Box Volume - Item volume, in3 is inch3
- 28. 28© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
72 Loads, 105 Fl oz
$1799
$0.25 per loads
48 Loads, 69 Fl Oz
$1755
$0.36 per loads
30% Saving
- 29. 29© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Digital Transformation
The next big wave of retailing
- 30. 30© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Optimize supply
chain, reduce
inventory
Connected
Devices
Delivery-as-a-
Service
Stay-at-Home
Economy
- 31. 31© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
NextGen Retail Store: Sensor Fusion
Predictive traffic counter
Video analytics
Aware digital signage
Just Walk Out
No Back Office
AI Merchandising
Wise Concierge
Beacons
RFID Inventory Mgmt
Smart Planogram
Aware Instore Signage
Intelligent Loss Prevention
Aware Music
Connected Store Controls
Retail IOT Managed Service
- Minimal installation
- Automatic scaling
- OTA updates
- Pay as you go
IoT Core Lambda
function
IoT
sensor
Green
Grass
IoT
servo
IoT hardware
board
- 32. 32© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Technical
Debt
Fragmented
View
Transformation
Disconnect
Technology Obstacles
The Challenge
Each great experience earns the right for
another – Retailers are earning loyalty in
real-time. Follow, or fall behind, and the
opportunity could be lost.
Technical
Debt
Investment to maintain legacy
systems is limiting innovation and
drastically impacting the ability to
react, or move to proactive retail.
70%
ITFunction’sAbility
toInnovate
69%
LessResponsive
toChangesinMarket
Fragmented
View
Retailers struggle to achieve a single
view of the customer, let alone a
complete view of their journey. How
to leverage IoT is also a challenge.
16
AverageSystemswith
CustomerData
51%
Can’tShareDataBetween
MultipleSystems
Transformation
Disconnect
C-Level executives realize AI/ML
transforms stores, forecasts, and
recommendations, but need to know
which scenarios to prioritize today.
#1
AI CxO Ranking
as Game-Changer
#8
AI CxO Ranking
by ITSpend
- 33. 33© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Technology Obstacles
Technical
Debt
Investment to maintain legacy
systems is limiting innovation and
drastically impacting the ability to
react, or move to proactive retail.
Fragmented
View
Retailers struggle to achieve a single
view of the customer, let alone a
complete view of their journey. How
to leverage IoT is also a challenge.
Transformation
Disconnect
C-Level executives realize AI/ML
transforms stores, forecasts, and
recommendations, but need to know
which scenarios to prioritize today.
70%
ITFunction’sAbility
toInnovate
69%
LessResponsive
toChangesinMarket
16
AverageSystemswith
CustomerData
51%
Can’tShareDataBetween
MultipleSystems
#1
AI CxO Ranking
as Game-Changer
#8
AI CxO Ranking
by ITSpend
- 34. 34© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
AWS Can Help – Breadth and Depth of Services
- 35. 35© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Gartner, Magic Quadrant for Cloud AI Developer Services, Van Baker, Bern Elliot, Svetlana Sicular, Anthony Mullen, Erick Brethenoux, February 2020. ID G00431332. Gartner does not
endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research
publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with
respect to this research, including any warranties of merchantability or fitness for a particular purpose. The Gartner logo is a trademark and service mark of Gartner, Inc., and/or its
affiliates, and is used herein with permission. All rights reserved.
AWS Recognized as
a Leader in Cloud AI
Developer Services
- 36. 36© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
The AWS ML Stack
Broadest and most complete set of Machine Learning capabilities
VISION SPEECH TEXT SEARCH CHATBOTS PERSONALIZATION FORECASTING FRAUD DEVELOPMENT CONTACT CENTERS
Ground
Truth
Augmented
AI
ML
Marketplace
Neo
Built-in
algorithms
Notebooks Experiments
Model
training &
tuning
Debugger Autopilot
Model
hosting
Model Monitor
Deep Learning
AMIs & Containers
GPUs &
CPUs
Elastic
Inference
Inferentia
(Inf1 instance)
FPGA
Amazon
Rekognition
Amazon
Polly
Amazon
Transcribe
+Medical
Amazon
Comprehend
+Medical
Amazon
Translate
Amazon
Lex
Amazon
Personalize
Amazon
Forecast
Amazon
Fraud Detector
Amazon
CodeGuru
AI SERVICES
ML SERVICES
ML FRAMEWORKS & INFRASTRUCTURE
Amazon
Textract
Amazon
Kendra
Contact Lens
For Amazon Connect
SageMaker Studio IDE
NEW
NEW! NEW! NEW! NEW!
NEW!
NEW! NEW! NEW! NEW! NEW!
Amazon SageMaker
- 37. 37© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
AWSMachineLearningEmbarkProgram
ENGAGEMENT
Get hands-on
with DeepRacer
TRAINING
In-person training
DISCOVERY
Cross-functional
workshops
DEVELOPMENT
ML Solutions Lab
- 38. 38© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
38© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Take Away
- 39. 39© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Growth
Customer
Experience
Traffic
Sellers
Selection
Lower
Prices
Lower Cost
Structure
- 40. 40© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Customer
Value
Customer
Experience
Adoption
Feedback
Experiments
Lower Cost &
Reduce Time
to Value
Hyper-
Connected
64%
Are willing to
come again
40% of
millennials public
experiences
63%
Expected
personalization
150 Million
Prime Members
- 41. 41© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
We don’t make money
when we sell things. We
make money when we
help customers make
purchase decisions.
Jeff Bezos
Founder and CEO, Amazon.com
- 42. 42© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
給客戶愉悅的使用體驗
Our job is making you smile
- 43. 43© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
43© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Appendix
- 44. 44© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
The Customer Journey
Engage &
Evaluate
Interest &
Research
Anticipate
& Track
Loyalty &
Advocacy
Inquire &
Return
Justify &
Purchase
78% willing to leave if
fast/free shipping aren’t
offered at checkout
63% expect personalization
as standard - 74% frustrated
when not offered
60% of consumers
unhappy with returns or
not even willing to try
Tracking detail
checked 8x
expecting new info
- 45. 45© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
True Customer Obsession | Crystalize Our Values to Customers
Supplier Customer
Amazon adds value
Strategic focus:
Get closer to the ends of the value chain
Fulfillment Network Website
Publishing Studios
Marketplace
Fresh
Kindle
Go
Music Echo
Fire
TV
Vidoe
- 46. 46© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
010010010
01010001
100010100
Data
1 Break free from
legacy databases
Move to managed2
Save time and cost
Remove undifferentiated heavy lifting
Turn data to insights5
Better experiences
Deeper engagement
Efficient processes
Build
data-driven apps
4
Modernize your
data warehouse
3
Agility
Global distribution
Performance at scale
Increase scale
Improve performance
Lower cost
Better and faster insights
Broader access to analytics
How do you build momentum?
- 47. 47© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
010010010
01010001
100010100
1 Break free from
legacy databases
Move to managed2
Turn data to insights5
Build
data-driven apps
4
Modernize your
data warehouse
3
The Data Flywheel
Data
- 48. 48© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
010010010
01010001
100010100
Data
1 Break free from
legacy databases
Move to managed2
Turn data to insights5
Build
data-driven apps
4
Modernize your
data warehouse
3
The Data Flywheel
Modernize your data infrastructure
Get the most value from your data
- 49. 49© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
瀏 比 查 購
瀏覽網站 比較商品
比較價錢
查看商品明細 加入購物車
訂 加 結 出
查看購物車
訂單
加購價
加購商品
結帳 出貨
Buy now with
1 - Click
- 50. 50© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
1994 m Founded
1995 m Amazon.com
1998 m Added CDs & DVDs
2006 m Amazon Web Services
2007 m Kindle/Prime
2011 m Video
2012 m Groceries
2014 m Alexa/Echo
2015 m Bookstores
2017 m Amazon Go
2019 m Prime Air – Drone Delivery
http://phx.corporate-ir.net/phoenix.zhtml?c=176060&p=irol-corporatetimeline
- 51. 51© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Our Mission
we want to be earth’s most
customer centric company
成為地球上最以客戶為中心的公司
- 52. 52© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
- 53. 53© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Customer
Value
Customer
Experience
Adoption
Feedback
Experiments
Lower Cost &
Reduce Time
to Value
Service
Decouple
Empower
- 54. 54© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
The human factor: beliefs,
culture, emotions, and
sentiments.
X-data helps to uncover what
matters most to customers
and employees.
Insights from your day to
day operations, like sales,
finance, win rates, time to
close.
O-data helps you run your
business.
Experience
Why things are happening
Operation
What is happening
- 55. 55© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
- 56. 56© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Growth
Customer
Experience
Traffic
Sellers
Selection
Lower
Prices
Lower Cost
Structure
Product
recommendations
- 57. 57© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Amazon Personalize
- 58. 58© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Growth
Customer
Experience
Traffic
Sellers
Selection
Lower
Prices
Lower Cost
Structure
Connected
Experiences
- 59. 59© 2020 Amazon Web Services, Inc. or its affiliates. All rights reserved |
Smart Application delivers personalization and connected experiences
Voice
Smart Application Engagement Platform
User
context
User
behavior
Targeting Content Interaction Transaction Personalize Sensor Data
Web StoresMessagingMobile