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Madrid retail round table october 2013

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Madrid retail round table october 2013

  1. 1. The Retail On-line Experience Roundtable session, Madrid 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  2. 2. 2 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 8
  3. 3. Retail as the 3rd Space is rapidly accelerating as e- and now m-commerce become habit for consumers. Digital commerce is forcing retailers to rethink the function of brick-andmortar, which is increasingly focused around experiences, unique environments and customer service—giving shoppers new reasons to spend time in these spaces. Retail Rebooted, August 2013 ING Direct, Toronto, CA 3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  4. 4. Predictive Personalization points to retail’s shift to a data-centric, more measurable data than ever, retailers will increasingly be able to predict customer behavior, needs or wants. The race is now on to master the art of tailoring offers and communications very precisely. Retail Rebooted, August 2013 4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  5. 5. Everything is Retail Transactions are not simply moving beyond physical stores to the digital space—rather, brands are getting increasingly creative in where and how they sell their goods now that almost anything can be a retail channel, thanks largely to mobile technology. Shopping is becoming a value exchange that can play out in multiple new and novel ways. Retail Rebooted, August 2013 5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  6. 6. Key Elements for Retail Transformation  RETAIL JOURNEYS  CLIENTELING  STORE OPERATIONS  CUSTOMER DATA 6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  7. 7. www.oracle-downloads.com/infographicexperienceretail/ © 2012 Oracle Corporation – Proprietary and Confidential 7
  8. 8. Expectations And Demands Are Rising More Options More Access More Influence Increasing At Home, Where You Buy & Where You Work 8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  9. 9. Creating Massive Disruptions Greater Commoditization Media Explosion Global Competition Making It Harder To Differentiate, Compete And Win 9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  10. 10. Experiences Influence Attitudes CONVERSION RATE Behaviors Deliver Results Attitudes Influence Behaviors Experiences Influence Attitudes 10 LOYALTY REFERRAL Turn Buyers Into Frequent Buyers Turn Frequent Buyers Into Recommenders Confident in making the right decision Belief that I continue to get unique value Trust that it honors my reputation Answers to my questions and concerns Support that helps me get the value promised Feedback that my friends are satisfied Turn Shoppers Into Buyers Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  11. 11. “The Value Add of shops” “Back in 2011 we anticipated we should change our cross channel-strategy, so web and physical shops would cooperate, not compete. Customers can buy shoes online from Scapino and collect these at the Manfield shops” Pat Hünen, Board of Directors, Macintosh 11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  12. 12. 12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  13. 13. 13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  14. 14. Two distinct groups arise 1. Defined by product, where our favourite global brands dominate the marketplace and interact directly with consumers through this global marketplace. 2. Specialists, bespoke and local retailers catering specifically for the individual customer within their specific community. 14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  15. 15. 15 15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  16. 16. Key Elements for Retail Transformation  RETAIL JOURNEYS  CLIENTELING  STORE OPERATIONS  CUSTOMER DATA 16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  17. 17. Retail Transformation: Key Capabilities Clienteling | Mobility Customer Led: • • Product catalogue and targeted recommendations • Simple Order capture and Self Service • Ex. Sign up for VAS, Topup/Pay, Modify Profile etc. • Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Optimized experience for mobile tablets • 17 Kiosk or tablet based browsing for customers Assisted selling experience for customers
  18. 18. Retail Transformation: Key Capabilities Clienteling | Mobility Retailer Led: • • Support Simple and Complex ordering scenarios • Ex. New Registration, Bundling, B2B orders etc. • Support Browse – Lead – Quote – Order – Care • Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Recommendations driven based on customer behavior • 18 Rich interaction interface with complete customer view Integrations with CRM, Charging/Billing and also with Social platforms
  19. 19. Retail Transformation: Key Capabilities Clienteling | Personalization • • Personalized messaging for customers on interaction devices • Geo-fencing for prioritized interactions • Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Targeted recommendations based on spend and existing services and assets • 19 Personalized journeys with in-store tablets/kiosks Leverage social media and behavioral preferences
  20. 20. Retail Transformation: Key Capabilities Clienteling | GeoFencing • • Sources including CRM data, network probes, event capture systems and store details • Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Foot fall analytics providing segment, days, dwell times and including roaming profiles • 20 Identify customers entering, exiting and in store behavior Provide product facing granularity driving in store experiences, item and product placements
  21. 21. Retail Transformation: Key Capabilities Clienteling | Augment Reality • • Recognition can be enhanced to view QR Codes, 2D and 3D image recognition with SDK. • Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Support basic marketing information such as features and plans for mobile devices, availability etc. • 21 View product information using the AR (Augmented Reality) tags. Store Managers view operational data and business intelligence in context within their store.
  22. 22. Retail Transformation: Key Capabilities Clienteling | Self Service • • Target simple transactions – Topup/bill pay, product browsing, upsell/cross sell. • Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Enable customers to also own and move to online channels as part of the in-store experience. • 22 In store Self Service to drive traffic away from assisted transactions. Escalate to assisted interaction off of the Self Service portal based on customer preference.
  23. 23. But Where Do You Start? Integrating the Customer objectives?is Complex What are your key CX Experience What are your key CX objectives? 1. 2. 3. 23 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Deliver a more personalized customer experience across various touch points Enable a more engaging and interactive customer experience across web, mobile and social channels Create a more connected and consistent customer experience across all channels
  24. 24. “Top performers are five times more likely to adopt and integrate WCM solutions with the marketing management infrastructure to power CX” © 2012 Oracle Corporation – Proprietary and Confidential 24
  25. 25. © 2012 Oracle Corporation – Proprietary and Confidential 25
  26. 26. The Online Channel Delivers on CX Web Experience is an Ideal Starting Point to Your CX Journey Integrate customer touchpoints • Unify the customer experience across websites (marketing, commerce & self-service) & campaigns Drive engaging online experiences • Incorporate social media & mobile with your web presence • Leverage faceted search & navigation within sites • Deliver a highly targeted & personalized site experience Connect cross-channel customer data • Leverage segment data between WEM, BO & CRM systems 26 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  27. 27. J D Williams Larger than Life Retail Customer COMPANY OVERVIEW • N Brown Group, and its principal subsidiary, JD Williams is a leading internet and catalogue home shopping company, with over 140 years of experience in the distance shopping market. • 50% of a 272m euros turnover online CHALLENGES/OPPORTUNITIES • No control by business, requires to be Dreamweaver experts. Web site page based and no data model • Seasonal and incremental content publishing capability • Ability to provide cached fragment based information to a variety of delivery sites, applications and systems RESULTS • Streamlined Content Supply Chain across 53 web sites • Multi-Channel: web,call center, mail. mobile, POS (Stores) Affiliates • Volumes of • 200,000 products • 1.7 million options • 12 million offers • 1 million images SOLUTION • Phase 1 to build a Content Management Product based system with integration to Java Caps • Phase 2 introduce Delivery and Personalisation and DAM to the business • Oracle SOA and WebCenter Sites © 2012 Oracle Corporation – Proprietary and Confidential 27
  28. 28. .be ahold.nl .nl ah.be .nl etos.nl .nl ah.nl web & tablet ah.nl/appie gall.nl iPhone app Android appie platform app webwinkel.ah.nl allerhande.nl webwinkel.etos.nl allerhande iPad app albert.nl webwinkel.gall.nl bol.com albert.cz hypernova.sk © 2012 Oracle Corporation – Proprietary and Confidential 28 28
  29. 29. © 2012 Oracle Corporation – Proprietary and Confidential 29 29
  30. 30. 30 © 2012 Oracle Corporation – Proprietary and Confidential 30
  31. 31. Customer Successes Oracle WebCenter for great Web Experience Management Customers can check store inventory from web or mobile. Capture and fulfill orders with supreme supplier collaboration. Centrally manages branding, product and marketing content across 53 different retail sites Deployed 50+ new websites for different market segments, integrated with Commerce WebCenter based CX platform for anytime, anywhere engagement on any device 31 Marketers spend less time, low-cost access to new markets, increased customer satisfaction and loyalty Rolled out “Buy On-Line, Pick-up in Store” to provide seamless shopping experience Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  32. 32. Reimagine The Experience… The Experience Revolution Monday, June 25, 2012 New York City Event Briefing 32 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  33. 33. Achieve Sustainable Growth & Profit ACQUISITION EFFICIENCY (INCREASE SALES) (MONETIZE RELATIONSHIPS) (LEVERAGE INVESTMENTS) GENERATE MORE OPPORTUNITIES INCREASE SHARE OF WALLET INCREASE ROIC / EVA INCREASE BRAND EQUITY DRIVE LOYALTY INCREASE PRODUCTIVITY INCREASE MARKET SHARE 33 RETENTION DRIVE ADVOCACY DECREASE COST OF OPERATIONS Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  34. 34. Achieve Sustainable Growth & Profit - Retail ACQUISITION RETENTION EFFICIENCY (INCREASE SALES) (MONETIZE RELATIONSHIPS) (LEVERAGE INVESTMENTS) INCREASE SHARE INCREASE ROIC / EVA GENERATE MORE OPPORTUNITIES Comparable Store Sales Increase INCREASE Ad(vertisement) Effectiveness BRAND EQUITY End of life sell through INCREASE MARKET SHARE Improved Customer conversion OF WALLET rates Reduction of Inventory Positions DRIVE Increase cross store LOYALTY sales ImprovedDRIVE Level Service ADVOCACY Improved customer satisfaction 34 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. INCREASE PRODUCTIVITY SG&A cost reduction GM ROI improvement DECREASE COST OF OPERATIONS
  35. 35. An Integrated Approach is Required DIRECT ON-SITE CALL CENTER WEB MOBILE SOCIAL SIEBEL CRM SIEBEL MARKETING ORACLE RETAIL WEBCENTER RIGHTNOW INQUIRA WEBCENTER ATG ENDECA WEBCENTER VITRUE VITRUE COLLECTIVE INTELLECT INVOLVER BUSINESS INTELLIGENCE REAL-TIME DECISIONS | ENDECA | OBIEE CAMPAIGNS SIEBEL MARKETING CUSTOMER DATA SIEBEL CRM ENTERPRISE CONTENT MANAGEMENT 35 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. WEBCENTER
  36. 36. Technology Platform Requirements: Retail Multi-channel Customer Experience for Retail Industry Trend Specific Business Problems / Requirements 1. Engaging Interactive, website 2. Cross Channel Selling 3. End-to-end Order orchestration & fulfillment 4. Master customer, order, product , inventory data Technology Components Social Networks, Collaboration, Web Web, BPM SOA,BPM Data Integration, MDM 36 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 8
  37. 37. Customer Success: KPN EXTEND THE EXPERIENCE  KPN is a leading telecom service provider in The Netherlands  Sought to increase customer sat, reduce cost to serve, and develop a common online architecture  WebCenter based CX platform enables KPN to begin realizing their vision for a connected customer experience anytime, anywhere, on any device 37 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

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