This document discusses trends in e-commerce and the changing retail space. It notes that online shopping now accounts for 10.7% of retail sales in China. It predicts that retail will change more in the next 5 years than the past 15 due to trends like automation, big data, mobile commerce, and new in-store technologies. Specifically, it states that 62% of online sales will be through mobile by 2018. New technologies are blurring the lines between physical and digital retail experiences. Retailers need to focus on customers and see new technologies as an opportunity rather than a threat.

1. E-COMMERCE IN AN ALWAYS
ON WORLD
Ed Dean - JETT customer experience
17th April 2015

3. O2O
E-commerce
Commerce

5. Online shopping value is 10.7% of total retail value in China
(National Bureau of Statistics)

6. www.jett-asia.com

8. Talk / communicate
Listen
Understand
what they want
Give them what
they want

9. Face to face communication
Service / Sales
In-store customer experience
Brand platform
Get closer to the product
Opportunity to test
and innovate

14. “The retail space will change
more in the next 5 years than it
has during the past 15 years”

15. “The retail space will change
more in the next 5 years than it
has during the past 15 years”

16. Why? What trends?
Automation
Big data
Mobile
In-store developments
Indoor positioning

21. By 2018, 62% of sales online will be through a mobile
according (iResearch), up from around a third now

27. “Promotions pushed McChicken Sandwich sales
up 8% and Chicken McNuggets up 7.5%.”
“The transmitting devices will be popping up in airports, museums,
libraries, trucking companies, hospitals and in people’s homes.”

31. “Blurs the line between physical and digital, effectively creating a
virtually-enhanced experience in store.”
“All the salespeople wear iPads which they use to show customers how
personalized trench coats will look and to order out-of-stock items on the spot.
Sensors on merchandise use RFID, which instantly triggers details and videos in
mirrors that double as visual displays”.

32. Want don’t need

33. Facial recognition software

37. Why? What trends?
Automation
Big data
In-store developments
Mobile
Indoor positioning

40. 4 do’s or don’ts
Do focus on the customer; the technology is just a tool
Do see this as an opportunity and not a threat
Do personalise, but don’t over-personalise
Don’t see this as online and offline

41. THANKYOU
www.linkedin.com/in/eddean1
Ed
Dean
ed.dean@je2-­‐asia.com!
www.je2-­‐asia.com