Razorfish 2014 Tech Summit - Global Solution Management Lead at hybris David Stover

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David discusses trends in retail and commerce.

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Razorfish 2014 Tech Summit - Global Solution Management Lead at hybris David Stover

  1. 1. presented by David Stover Global Solution Management Lead – Mobile, Store, Pricing, hybris
  2. 2. Trends In Retail & Commerce i.e., the customer is taking over your company… how are you helping them?
  3. 3. Agenda • The shifting landscape of customer experience • Content-driven commerce • Disruptive retail
  4. 4. The shifting landscape of customer experience
  5. 5. Our pre-conditioned thinking THE SHIFTING LANDSCAPE OF EXPERIENCE
  6. 6. The customer is our CEO THE SHIFTING LANDSCAPE OF EXPERIENCE
  7. 7. Corporate cultures are playing catchup • humans and organisations aren’t adapting as quickly as Moore’s Law • digital technologies create ‘winner take all’ economics • behaviour economics are as important as ever – “the more choices you have the more your values matter.” • all economic / financial decisions must be “point-forward decisions” THE SHIFTING LANDSCAPE OF EXPERIENCE
  8. 8. Corporate cultures are playing catchup • consumers don’t want to be sold to, they want to be able to persuade themselves • web-scraping/matching millions of sku’s daily, narrative science writing news stories, automated hr hiring with a better success rate than human hr departments, etc • cognitive agility is the new organisational ‘must have’… making sense of ‘weak signals’ THE SHIFTING LANDSCAPE OF EXPERIENCE
  9. 9. Customer expectations are off the charts THE SHIFTING LANDSCAPE OF EXPERIENCE
  10. 10. Customer expectations are off the charts THE SHIFTING LANDSCAPE OF EXPERIENCE
  11. 11. Content-driven Commerce
  12. 12. What is an omni-experience? CONTENT-DRIVEN COMMERCE Column A Column B Column C Seamless Channel Solution Unified Shopping Experience Integrated Customer Engagement Optimized Social Interaction Converged Mobile Platform
  13. 13. Delivering total customer engagement is about engaging across all touchpoints in a relevant, contextual way CONTENT-DRIVEN COMMERCE
  14. 14. Delivering total customer engagement A platform that fosters best of breed while at the same time simplifies customer experience management CONTENT-DRIVEN COMMERCE APIs SAP HANA Master Data Experience Mgmt Order Management Omni-Channel Commerce Logic Customer Data Management / Profile Event Engine Marketing Data Management (DMP) Relevance Engine Marketing Delivery Web Analytics CEI Cloud for Service Campaign Management Social Analytics Media Optimization CEC Platform Cloud for Sales
  15. 15. EVERY TOUCHPOINT. EVERY CHANNEL. GLOBAL. FLEXIBLE. OMNI-CHANNEL COMMERCE & CUSTOMER ENGAGEMENT.
  16. 16. Creating one experience CONTENT-DRIVEN COMMERCE Enable brand consistency in terms of the context of underlying product content, offers, promotions content, across all customer touchpoints and all products and services. Provide a real-time system of reference that enables single views of product, pricing and promotions, inventory, orders and customers. Don’t just incorporate; optimise for mobile. Platform that is built on an open foundation and easily integrates end-to- end legacy systems as well as emerging touchpoints and experience-focused technologies.
  17. 17. High Value points to your Company‘s Omni-Commerce Strategy CONTENT-DRIVEN COMMERCE Source: RSR Research
  18. 18. CONTENT-DRIVEN COMMERCE web mobile legacydigital goodsmarketplace contentInternet of things Trading partners & suppliers Single View of Stock Single View of Customers Single View of Orders Single View of Product Serving the digital & physical
  19. 19. CONTENT-DRIVEN COMMERCE Requires silo-free management Absorb Data from Disparate Sources and Supply it Uniformly to all Users Anywhere, Anytime, Any Device
  20. 20. Disruptive Retail
  21. 21. anywhere…anytime…any device… • customer engagement solutions must deliver end-to-end optimisation for customers and the enterprise alike. • hybris & SAP provide the only solution that can enable a total experience. • our goal is not just to be the best; it’s to be the best in an entirely new software category. • the future of retail is omni-commerce where every individual consumer is treated and supported as an individual. DISRUPTIVE RETAIL
  22. 22. anywhere…anytime…any device… DISRUPTIVE RETAIL YOUR CUSTOMER. ATHOME. ONTHESTREET. ENGAGEDONYOUR WEB,BRANCH,STORE,ORSITE. ALWAYSON. YOUR PLATFORM. ONYOURPREMISE. INTHECLOUD- YOURS,OURS ORPUBLIC. ALWAYSON.
  23. 23. anywhere…anytime…any device… DISRUPTIVE RETAIL YOUR CUSTOMER. ATHOME. ONTHESTREET. ENGAGEDONYOUR WEB,BRANCH,STORE,ORSITE. ALWAYSON. YOUR PLATFORM. ONYOURPREMISE. INTHECLOUD- YOURS,OURS ORPUBLIC. ALWAYSON.
  24. 24. “What happens after wh happens next?” We’re almost free, everyone! … I just felt the first drop of rain.”
  25. 25. Thank You. David Stover

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