In order to be deeply relevant and capture and then act on special moments that enhance your relationship with your customers, you need to engage with them in their day to day living. This level of intimacy cannot happen without technology, because this level of engagement requires you become a digital enterprise.

1. The future of retail is about
intimately engaging with
your customers digitally
LUIS CARRASCO-CORTES
IBM COGNITIVE PROCESS TRANSFORMATION LEADER, CANADA AND CARIBBEAN.
ALL OPINIONS ARE MY OWN
1

2. The future of retail is about much more
than creating experiences
 We are in the era of engagement
 This is not superficial and not easy to accomplish:
You have to understand your customer’s life
 These capabilities simply will not be possible
without technology
10/17/2015
2

3. In this demo we will show you how
technology is enabling:
 Deeply understanding your customer’s
behaviours and tastes
 Reacting to data and events with timely and
deeply relevant interactions
10/17/2015
3

4. In order to achieve this level of insight
you need access to:
 Their mobile and web based applications.
 And also the Internet of Things
 You will see that this client uses Facebook and a
diet/exercise app:
 How could having such information benefit you, as you try to grow your business with
that client?
 Obviously this assumes clients have given you permission to see all this data… 10/17/2015
4

5. Note how important it is to collect and aggregate
patterns to create intimacy that is welcomed as
well as relevant to your customer
 Opportunity to engage at a deeper level by
creating actions like recognizing client has
achieved a higher level in loyalty program
 Opportunity for discounts and small gifts that
increase the client experience
 Opportunity to cross sell and upsell
10/17/2015
5

6. If the holy grail of retail is to maximize
the lifetime value of each customer…
 … Then this technology will help you achieve that
strategic outcome by creating deeply meaningful
outcomes…
 … One customer at a time, making you
indispensable to them!
10/17/2015
6

7. What if I don’t have the technical skills
in house?
 We recommend you acquire cloud based technology:
 No need for dedicated IT
 No hidden costs because there nothing extra to buy such as
hardware and no ongoing maintenance costs
 System available for your use within 48 hours
 Pay by the use and scale at the rate you grow 10/17/2015
7

8. Where can I get more information?
 Click on these links to see how this technology could help you
run your operations
 IBM Decision Manager on Cloud
 IBM Business Process Manager on Cloud
 Blueworks Live Process Discovery and Modelling Platform
10/17/2015
8

9. Thank
you
10/17/2015
9