Post Mortem: 2012 Online     Holiday   Shopping     Season!           Call 1-855-299-5224!          Access 700-034-600#!@e...
Post Mortem: 2012 Online  Holiday Shopping SeasonRecap of 2012; Key Themes to Emerge for 2013                    @episerve...
HOUSEKEEPING!   Follow us on Twitter: @episerverus @guidance!   Submit questions via chat window                          ...
Sucharita Mulpuru!   VP & Principal Analyst serving eBusiness &    Channel Strategy Professionals, Forrester Inc.Bob Egner...
Holiday 2012 Post-MortemSucharita Mulpuru, VP & Principal AnalystFebruary 13, 2013
Agenda                ›  Recap of Holiday 2012                ›  Key themes to emerge for 2013© 2013 Forrester Research, I...
Agenda                ›  Recap of Holiday 2012                ›  Key themes to emerge for 2013© 2013 Forrester Research, I...
Online sales are disproportionately   critical for web retailers                                                          ...
Key drivers of growth were mostly in   November                                                     November              ...
Mobile (including tablet) traffic grew   overall…    Source: Monetate© 2013 Forrester Research, Inc. Reproduction Prohibit...
…but mobile shopping may be maturingon key dates      Did you shop online with your mobile device over Thanksgiving Weeken...
Furthermore, mobile commerce is still small       Conversions for Cyber Monday             Mobile only          accounts f...
Tablet usage peaks during prime timehours         Sessions for Cyber Monday                                               ...
Apple consumers are the bulk of mobilebrowsers and buyers                                            Apple vs. Android Dev...
Mobile buying tends to peak on keydates        For which of the following shopping activities did you use your         mob...
There don’t appear to be many newshoppers shopping online at this time                          Pre-Thanksgiving      Than...
Shoppers may be showing signs ofpromotional fatigue, especially pre-holiday   Which of the following best characterizes yo...
Email still dominates during the holidays               How did you learn about these special deals [from today’s purchase...
Is Cyber Monday obsolete? Not yet
Promotions were lackluster               “[Decide.com] looked at more than 500           doorbusters advertised in Black F...
Staples.com Cyber Monday        2011               2012
Williams-Sonoma’s Cyber Monday        2011               2012
Kohs.com Cyber Monday       2011             2012
Shipping clubs are growing as well “Are you a member of a shipping club or program (i.e.   Amazon Prime, Shoprunner or Wil...
Email continues to be a big driver of   holiday traffic                         How did you learn about these special deal...
Agenda                ›  Recap of Holiday 2012                ›  Key themes to emerge for 2013© 2013 Forrester Research, I...
Theme 1: Showrooming                 Population with                                  Shoppers (within last 6             ...
Many consumers say they will use their     phones more to research prices in the     future                               ...
Those shoppers who don’t research on     mobile devices often just don’t think     about it (yet)            Q: Which of t...
Consumers research prices on their     mobile devices for many categories                   Q: In which categories were th...
Consumers who research prices on     mobile devices find it easy            Q: Which of the following statements describe ...
Switching retailers or channels is common   after researching prices on mobile devices        Q: In general, which of the ...
Search engines and Amazon typically     are the most common destinations for     in-store mobile price research           ...
Price matches and personalized offers     are opportunities retain shoppers               Q: Which of the following might ...
Mobile development questions still   persist             General Consensus                                                ...
Trend 2: Synergies with stores    Top Digital Initiatives for 2013 (# of Retailers                      Responding)       ...
It won’t be in same-day delivery© 2013 Forrester Research, Inc. Reproduction Prohibited   37
Even though many companies are trying© 2013 Forrester Research, Inc. Reproduction Prohibited   38
Supporting stores is critical
© 2013 Forrester Research, Inc. Reproduction Prohibited   40
More retailers now have complex              distribution algorithms that optimize for              shipment time, cost an...
Trend 3: More and more personalization                                              FSIs                                  ...
Different companies will find differentapproaches to work best
Thank youSucharita Mulpurusmulpuru@forrester.com@smulpuru
Combining e-Commerce and Digital MarketingBob Egner, VP Product Management
Introducing EPiServer              Digital                             E-Commerce            MarketingImproving customer e...
Introducing EPiServer                      Customer                     ExperienceImproving customer experience by combing...
Successful B2C and B2B sites            over   4700       customers                    30                   in     countri...
User Journey                Get                                                     Get              trusted           Get...
User Journey                 Get            Digital Marketing                         Get               trusted           ...
Consider replatforming to EPiServer when…•  Customer experience is important•  Need agility to experiment and adjust exper...
About GuidanceOur Team & Expertise!   Founded	  in	  1993	  (20th!)	  !   100	  professionals	  with	  offshore	  teams	  i...
About Guidance                                What We DoCommerce             Web                Creative &                ...
Sample Clients
Sample ClientsThe Seamless User Experience!   Mobile	  &	  Connected	  Devices	  !   Mobile	  Traffic	  &	  M-­‐Commerce	  G...
Trends ReviewThe Seamless User Experience   !   Mobile	  &	  Connected	  Devices	     !   Mobile	  Traffic	  &	  M-­‐Commerc...
Mobile CommerceGrowth
Build for the DeviceMultiple Screens
Build For The DeviceMetrics!   Reten%on	  !   Opera%ng	  System/Pla4orm	  !   Visitors Flow!   In Page Analytcs
Omni-Channel             Promotions &             Location-based                 coupons              services    Mobile  ...
Omni-Channel                                          Store location                       Promotions &                   ...
SummaryCommunicate Via Your Customers         Preference
Q&A      #ecommholidays
THANK YOU!   Sucharita Mulpuru    smulpuru@forrester.com    @smulpuru!   Bob Egner    bob.egner@episerver.com    @episerve...
Upcoming SlideShare
Loading in …5
×

2012 Holiday eCommerce Results & Trends Review & 2013 Recommended Investments

1,888 views

Published on

How did your eCommerce site perform this holiday season?

Were you able to reach shoppers across multiple channels to compete effectively?

Featured Guest Forrester Research and EPiServer joined Guidance in a discussion on:

Data and trends: the results from the 2012 online shopping season
Promotions: timing, successes and failures
Site experience: what was important to online shoppers in 2012
Mobile: strategies that work and what is best for your brand and customer
Key take-aways: improve results for next year and optimize across channels and devices

We discussed the challenges from the 2012 holiday season and demonstrated how an integrated approach to web, tablet and mobile sites can deliver a seamless customer experience.

Published in: Technology

2012 Holiday eCommerce Results & Trends Review & 2013 Recommended Investments

  1. 1. Post Mortem: 2012 Online Holiday Shopping Season! Call 1-855-299-5224! Access 700-034-600#!@episerverus @guidance #ecommholidays
  2. 2. Post Mortem: 2012 Online Holiday Shopping SeasonRecap of 2012; Key Themes to Emerge for 2013 @episerverus @guidance #ecommholidays
  3. 3. HOUSEKEEPING!   Follow us on Twitter: @episerverus @guidance!   Submit questions via chat window #ecommholidays
  4. 4. Sucharita Mulpuru!   VP & Principal Analyst serving eBusiness & Channel Strategy Professionals, Forrester Inc.Bob Egner!   VP, Product Management, EPiServerMike Hill!   EVP, Guidance #ecommholidays
  5. 5. Holiday 2012 Post-MortemSucharita Mulpuru, VP & Principal AnalystFebruary 13, 2013
  6. 6. Agenda ›  Recap of Holiday 2012 ›  Key themes to emerge for 2013© 2013 Forrester Research, Inc. Reproduction Prohibited 6
  7. 7. Agenda ›  Recap of Holiday 2012 ›  Key themes to emerge for 2013© 2013 Forrester Research, Inc. Reproduction Prohibited 7
  8. 8. Online sales are disproportionately critical for web retailers 15% year- over-year November-December online sales as a % of total online sales for the year growth in 2012 over 2011 32% 30% 30% 29% 29% 29% 2007 2008 2009 2010 2011 2012 Source: Forrester Research© 2013 Forrester Research, Inc. Reproduction Prohibited 8
  9. 9. Key drivers of growth were mostly in November November December Veterans Day Thanksgiving Black Friday Cyber Monday Source: Chase Paymentech Solutions© 2013 Forrester Research, Inc. Reproduction Prohibited 9
  10. 10. Mobile (including tablet) traffic grew overall… Source: Monetate© 2013 Forrester Research, Inc. Reproduction Prohibited 10
  11. 11. …but mobile shopping may be maturingon key dates Did you shop online with your mobile device over Thanksgiving Weekend (November 24-27, 2011; November 22-25, 2012)? 25% Thanksgiving Weekend 28% 2012 2011 21% Cyber Monday 23% of web 18% shoppers said they shopped with a mobile device on Base: recent online buyers Cyber MondaySource: Bizrate Insights/Forrester Holiday Shopping Flash Surveys, Q4 2011 and Q4 2012
  12. 12. Furthermore, mobile commerce is still small Conversions for Cyber Monday Mobile only accounts for 2.1% of conversions Traditional Tablet Smartphone 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 Time (hrs)Source: Monetate© 2013 Forrester Research, Inc. Reproduction Prohibited 12
  13. 13. Tablet usage peaks during prime timehours Sessions for Cyber Monday Tablet sessions overtake handsets as users get home Smartphone sessions peak as users reach work Tablet Smartphone 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 Time (hrs)Source: Monetate© 2013 Forrester Research, Inc. Reproduction Prohibited 13
  14. 14. Apple consumers are the bulk of mobilebrowsers and buyers Apple vs. Android Devices on Cyber Monday Sessions Conversions 62% 64% 38% 36%Source: Monetate© 2013 Forrester Research, Inc. Reproduction Prohibited
  15. 15. Mobile buying tends to peak on keydates For which of the following shopping activities did you use your mobile device this Thanksgiving Weekend/Cyber Monday? Make purchases 70% 70% Browse or research products 60% 56% Price checks 56% 48% Read product/store reviews 37% 28% Thanksgiving Weekend General store information 29% Cyber Monday 20% Locate retail stores 30% 17% Look up policy information 10% (e.g. returns, Customer 9% Use a QR or 2-d bar code to 7% research an item 4% Base: 2,621 Thanksgiving Weekend online shoppers; 1,303 Cyber Monday online shoppersSource: Forrester-Bizrate Insights Holiday Flash Survey 2012
  16. 16. There don’t appear to be many newshoppers shopping online at this time Pre-Thanksgiving Thanksgiving Cyber Monday Weekend I shopped in stores 66% 72% 77% less because I shopped online 65% 70% 76% instead I shopped online instead of in stores 78% 73% 81% for this purchase because there were 76% 71% better deals online 81% 2011 2012Source: Bizrate Insights/Forrester Holiday Shopping Flash Surveys, Q4 2011 and Q4 2012
  17. 17. Shoppers may be showing signs ofpromotional fatigue, especially pre-holiday Which of the following best characterizes your feelings about online deals, promotions, and specials around the holidays? Thanksgiving Pre-Thanksgiving Cyber Monday Weekend Deals are so frequently offered that it is easy to 6% 6% 5%always buy with a sale or 16% 7% 5% promotion Taking advantage of deals is even more 15% 15% 16% important to me now 19% 13% 15% than in previous years I love deals! The more, 23% 23% 23% the merrier 15% 22% 24% I will only buy if I have a 17% 21% 22% deal, sale or promotion 12% 20% 21% 2011 2012Source: Bizrate Insights/Forrester Holiday Shopping Flash Surveys, Q4 2011 and Q4 2012
  18. 18. Email still dominates during the holidays How did you learn about these special deals [from today’s purchase]? Pre-Thanksgiving Thanksgiving Cyber Monday) WeekendI visited the retail site I visited the retail site 43% 44% I visited the retail site 41% directly directly 44% 44% directly 39% Via email from the Via email 37% from the 39% Via email from the 44% retailer 37% retailer 39% retailer 46% Through search Through search 11% 10% Through search 9% engines 11% engines 10% engines 8% Someone told me Someone told me 10% 11%Someone told me 11% about it 9% about it 10% about it 9% Other email 9% Other email 7% Other email 7% 8% 9% 8% Deals or shopping Deals or shopping 6% 6% Deals or shopping 6% website 6% website 7% website 6% Retailers social 4% Retailers social 3% Retailers social 4% presence 4% presence 3% presence 5% 2011 2012Source: Bizrate Insights/Forrester Holiday Shopping Flash Surveys, Q4 2011 and Q4 2012
  19. 19. Is Cyber Monday obsolete? Not yet
  20. 20. Promotions were lackluster “[Decide.com] looked at more than 500 doorbusters advertised in Black Friday circulars by big-box and department stores …and found that nearly one-third of the products had been sold at lower prices this year.”
  21. 21. Staples.com Cyber Monday 2011 2012
  22. 22. Williams-Sonoma’s Cyber Monday 2011 2012
  23. 23. Kohs.com Cyber Monday 2011 2012
  24. 24. Shipping clubs are growing as well “Are you a member of a shipping club or program (i.e. Amazon Prime, Shoprunner or Williams-Sonoma “How does your membership in a shipping club or Reserve)?” program affect your shopping frequency?” I shop more (or plan to shop more) with the 14% retailer(s) whose 66% 12% shipping club I have joined 9% The shipping club has not changed my shopping behavior with 31% that retailer I shop less with the 2010 2011 2012 retailer after joining the 3% shipping club N: 809 shipping club membersSource: Bizrate/Forrester Online Retail Holiday Study, Q4 2010, Q4 2011 and Q4 2012
  25. 25. Email continues to be a big driver of holiday traffic How did you learn about these special deals [from today’s purchase]? Pre-Thanksgiving Thanksgiving Cyber Monday Weekend I visited the retail site I visited the retail site 43% I visited the retail site 44% 41% directly directly 44% 44% directly 39% Via email from the Via email 37% the from Via email from the 39% 44% retailer 37% retailer 39% retailer 46% Through search Through search 11% 10% Through search 9% engines 11% engines 10% engines 8% Someone told me Someone told me 10% 11% Someone told me 11% about it 9% about it 10% about it 9% Other email 8% Other email 7% Other email 7% 8% 9% 8% Deals or shopping 6%Deals or shopping 6% Deals or shopping 6% website 6% website 7% website 6% Retailers social 4% Retailers social 3% Retailers social 4% presence 4% presence 3% presence 5% 2011 2012 Source: Bizrate Insights/Forrester Holiday Shopping Flash Surveys, Q4 2011 and Q4 2012© 2013 Forrester Research, Inc. Reproduction Prohibited 25
  26. 26. Agenda ›  Recap of Holiday 2012 ›  Key themes to emerge for 2013© 2013 Forrester Research, Inc. Reproduction Prohibited 26
  27. 27. Theme 1: Showrooming Population with Shoppers (within last 6 Price shoppers smartphones months) Not sure 1% Non-buyers 15%Other (including no- Smartphone Non-“Showroom “Showroomers”device consumers) owners ers” 52% 54% 46% 47% Recent buyers 85% Base: 2,025 online consumers Base: 942 smartphone owners Base: 804 recent buyers with smartphones Q: Which of the following types Q: Have you purchased products Q: In the last 6 months, have you used of mobile devices do you own in a physical store in the last 6 your smartphone to find or research prices and use? months? online for products you were considering buying while shopping in a physical store (e.g. shopping mall, grocery store, car Source: Forrester-Aprimo Showrooming Research, October 2012 dealership)? © 2013 Forrester Research, Inc. Reproduction Prohibited 27 27
  28. 28. Many consumers say they will use their phones more to research prices in the future Intent among men 18-34 Less Future “showrooming” intention 4% Less About the same More 4% 49% 47% More 37% About the same 59% Base: 187 male smartphone owners Intent among women 18-34 Less 2% More 31% About the same Base: 942 smartphone owners 67% Q: Do you think you will use your smartphone to research prices more or less in the future? Source: Forrester-Aprimo Showrooming Research, October 2012 Base: 209 female smartphone owners© 2012 Forrester Research, Inc. Reproduction Prohibited
  29. 29. Those shoppers who don’t research on mobile devices often just don’t think about it (yet) Q: Which of the following best describes why you have not used your smartphone to research prices in stores? I have no interest in using my smartphone for this purpose 32% I havent thought about it 31% I dont usually buy anything that needs to be researched 16% The web connection in stores is usually poor 6% I dont have time 3% I didnt know you could research prices in stores 3% Other 7% Base: 390 smartphone owners who have not researched prices in stores Source: Forrester-Aprimo Showrooming Research, October 2012© 2012 Forrester Research, Inc. Reproduction Prohibited 29
  30. 30. Consumers research prices on their mobile devices for many categories Q: In which categories were the products you were researching or checking prices on your smartphone while shopping in a physical store? Please select all that apply. Consumer electronics (e.g. Home improvement (e.g. 39% 23% digital cameras, TVs) lumber, tools) Grocery (e.g. food, diapers, Sporting goods (e.g. 37% 20% grooming) equipment) Apparel, accessories, Music/videos (including 33% 19% footwear digital) Housewares/small appliances Furniture (including 31% 18% (e.g. vacuum cleaners, mattresses) Movie/event tickets 30% Toys 17% Video games 27% Large appliances (e.g. 14% dishwashers) Books (including eBooks) 25% Office products 14% Cars or auto parts (including Baby care (e.g. strollers, 25% 11% tires) feeding bottles) Computers (including tablets) 24% Other 9% and peripherals Base: 415 smartphone owners who recently researched prices in stores Source: Forrester-Aprimo Showrooming Research, October 2012© 2012 Forrester Research, Inc. Reproduction Prohibited 30
  31. 31. Consumers who research prices on mobile devices find it easy Q: Which of the following statements describe how you feel about researching prices online while shopping in a physical store. Please select all that apply. It is easy to research prices online in a physical store 47% I type the name of the product in a search engine when researching 40% I often research prices online when I am shopping in a physical store 38% I find it easiest to scan a barcode or other image to compare prices 33% The Internet connectivity in stores is often bad so I cannot research prices as much as Id like 16% to It is difficult to research prices online in a physical store 6% Base: 415 smartphone owners that researched prices in stores Source: Forrester-Aprimo Showrooming Research, October 2012© 2012 Forrester Research, Inc. Reproduction Prohibited 31
  32. 32. Switching retailers or channels is common after researching prices on mobile devices Q: In general, which of the following best I purchased the product/ describes the prices that you have found online brand I was researching when researching on your smartphone while in the store where I was 40% shopping in a physical store? shopping Higher than in I purchased the product/ a store brand online from the website of the retailer 18% 8% where I was shopping I purchased the product/ Same as in the store brand I was researching 18% Lower than in a store later at another store 37% Switchers 55% I purchased the product/ brand online from another 15% website I did not purchase the product 9% Base: 415 smartphone owners that researched prices in stores© 2012 Forrester Research, Inc. Reproduction Prohibited 32
  33. 33. Search engines and Amazon typically are the most common destinations for in-store mobile price research Q: Which of the following sources do you use to research prices on your smartphone when shopping in a physical store? Please select all that apply. A general search engine (e.g. Google) 69% Amazon.com 57% The site or app of the retailers where I am shopping at 41% the time A price comparison or barcode scanning app (e.g. Red 35% Laser) Another retailers site or app 27% ebay.com 21% Other 2% Base: 415 smartphone owners that researched prices in stores Source: Forrester-Aprimo Showrooming Research, October 2012© 2012 Forrester Research, Inc. Reproduction Prohibited 33
  34. 34. Price matches and personalized offers are opportunities retain shoppers Q: Which of the following might have persuaded you to have purchased the product/brand you were researching on a smartphone while shopping in a physical store from the store or from its website. Please select all that apply. . A price match for the item 57% A personalized coupon to purchase at that time in the store 36% Loyalty points for purchasing from the retailer 30% Better customer service in the store 29% The opportunity to have the item shipped to my home directly 23% A more generous return policy 19% Base: 153 smartphone owners who purchased products at other stores or did not purchase Source: Forrester-Aprimo Showrooming Research, October 2012© 2012 Forrester Research, Inc. Reproduction Prohibited
  35. 35. Mobile development questions still persist General Consensus Most large retailers have them, but most Importance of mobile traffic doesn’t come from apps; ROI apps? is unclear Focus on Apple All Apple devices are losing share but devices? shoppers do tend to skew heavier toward these devices for now Responsive These sites don’t necessarily look great, but design? they are functional and deliver bang for the buck Tablet focus? Most mobile traffic and sales are coming How? from tablets, but few companies have tablet optimized presence. Some are designed for “tablet first” with features that translate to desktops© 2012 Forrester Research, Inc. Reproduction Prohibited
  36. 36. Trend 2: Synergies with stores Top Digital Initiatives for 2013 (# of Retailers Responding) Examples/Definitions Checkout optimization, alternative payments, Site conversion 31 user experience, testing, analytics investments, product detail page enhancement Mobile and tablet 26 Mobile-optimized sites, mobile analytics, mobile traffic and conversion growth Site redesign 16 Core site “look and feel” overhaul, responsive design changesInternational growth 16 Shipments abroad Cross-channel analytics, ship from store,Multichannel efforts 15 endless aisle Source: State of Retailing Online 2013, a Shop.org study conducted by Forrester Research
  37. 37. It won’t be in same-day delivery© 2013 Forrester Research, Inc. Reproduction Prohibited 37
  38. 38. Even though many companies are trying© 2013 Forrester Research, Inc. Reproduction Prohibited 38
  39. 39. Supporting stores is critical
  40. 40. © 2013 Forrester Research, Inc. Reproduction Prohibited 40
  41. 41. More retailers now have complex distribution algorithms that optimize for shipment time, cost and inventory turns Distribution centers Stores 3rd party partners Drop shop Most common Pick from store MarketplacesItem sourceFulfillment destination Home Your stores Other stores DCs Most common Ship-to-store John Lewis-Waitrose Best Buy In-store pickup
  42. 42. Trend 3: More and more personalization FSIs Media mix models Stores Loyalty program Transaction data Customer analysis Geographic location Promotion redemption Email Website Open rates Click-throughs Clickstream data Categories browsed Promotion redemption Mobile Social Geographic location Number of fans Checkin information Fan activity App downloads Fan comments Offer redemptions
  43. 43. Different companies will find differentapproaches to work best
  44. 44. Thank youSucharita Mulpurusmulpuru@forrester.com@smulpuru
  45. 45. Combining e-Commerce and Digital MarketingBob Egner, VP Product Management
  46. 46. Introducing EPiServer Digital E-Commerce MarketingImproving customer experience by combing e-Commerce and digital marketing software #ecommholidays
  47. 47. Introducing EPiServer Customer ExperienceImproving customer experience by combing e-Commerce and digital marketing software #ecommholidays
  48. 48. Successful B2C and B2B sites over 4700 customers 30 in countries 630 through a network of partners #ecommholidays
  49. 49. User Journey Get Get trusted Get converted engaged Get care Getvisible Get fulfilled Get Get in touch loyalty Customer experience across the user journey is a new source of competitive advantage. #ecommholidays
  50. 50. User Journey Get Digital Marketing Get trusted Get converted engaged Get Product Information Management care Getvisible Merchandising Get fulfilled E-Commerce Get Get in touch loyalty Order Management Customer experience across the user journey is a new source of Customer Care competitive advantage. #ecommholidays
  51. 51. Consider replatforming to EPiServer when…•  Customer experience is important•  Need agility to experiment and adjust experiences•  Mobile, social, or email are important touch points•  Sharing / enriching product catalog information is important across channels•  Visitor behavior is a desired driver of experience•  High performance e-commerce throughput is needed #ecommholidays
  52. 52. About GuidanceOur Team & Expertise!   Founded  in  1993  (20th!)  !   100  professionals  with  offshore  teams  in  Buenos  Aires,   Romania,  Singapore  &  India  !   300+ Web applications!   20+ year track record!   $3B+ yearly in online sales transactions!   Industry leading solutions!   Technology - agnostic!   Requirements driven  
  53. 53. About Guidance What We DoCommerce Web Creative & Hosting Mobile & Social Development UI Design & Managed Services Strategy Integration SEO Analytics
  54. 54. Sample Clients
  55. 55. Sample ClientsThe Seamless User Experience!   Mobile  &  Connected  Devices  !   Mobile  Traffic  &  M-­‐Commerce  Growth  !   Email!   Holiday Promotions
  56. 56. Trends ReviewThe Seamless User Experience !   Mobile  &  Connected  Devices   !   Mobile  Traffic  &  M-­‐Commerce  Growth   !   Email !   Holiday Promotions
  57. 57. Mobile CommerceGrowth
  58. 58. Build for the DeviceMultiple Screens
  59. 59. Build For The DeviceMetrics!   Reten%on  !   Opera%ng  System/Pla4orm  !   Visitors Flow!   In Page Analytcs
  60. 60. Omni-Channel Promotions & Location-based coupons services Mobile Self-scanning & commerce self-checkout Mobile shoppingPayments lists In-store Social commerce research Loyalty
  61. 61. Omni-Channel Store location Promotions & coupons Online commerce Mobile commerce Self-scanning & self-checkoutOffline commerce Mobile shopping lists Payments Mail order In-store research Loyalty Social Commerce
  62. 62. SummaryCommunicate Via Your Customers Preference
  63. 63. Q&A #ecommholidays
  64. 64. THANK YOU! Sucharita Mulpuru smulpuru@forrester.com @smulpuru!   Bob Egner bob.egner@episerver.com @episerverus!   Mike Hill mhill@guidance.com @guidance #ecommholidays

×