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Let’s Talk Conversational Commerce

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Let’s Talk Conversational Commerce

With the devices like Alexa and Google Home, Conversational Commerce is fundamentally changing customer-brand interactions. Brands now have a unique opportunity to develop deeper relationships through more humanized experiences. Learn how Conversational Commerce creates memorable experiences while deepening the customer-brand relationship.

Speaker: Dave Harrelson, Capgemini

Published in: Retail
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Let’s Talk Conversational Commerce

  1. 1. Make the connections that make a difference… Because extraordinary connections deliver extraordinary results SAP Customer Experience Live October 10-11, 2018 SAP Customer Experience Let’s Talk Conversational Commerce Fad, Formidable or Foundational David Harrelson | SAP CX Live 2018
  2. 2. Conversational Commerce: Level Set
  3. 3. 3Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved IDC forecasts worldwide spending on digital transformation technologies (hardware, software, and services) to cross the $2 trillion mark by 2021. Conversational Commerce Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved
  4. 4. 4Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved Conversational Commerce | Level Set Conversational Commerce promises to fundamentally alter relationships between consumers, brands retailers and manufacturers. It is the next big battlefield for the hearts and minds of shoppers. For retailers and consumer goods manufacturers it presents the opportunity and the challenge to develop deep, sticky brand affinity to an ever- growing cohort of customers. Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved
  5. 5. Conversational Commerce | Level Set Fad, Formidable, or Foundational • Research conducted in Q4 2017 • Over 5,000 consumers surveyed • 4 primary countries: o United Kingdom o France o Germany o USA Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved
  6. 6. 6Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved Conversational Commerce: Fad, Formidable, or Foundational
  7. 7. Conversational Commerce: Fad
  8. 8. 8 Conversational Commerce | Fad Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved Current Market Smart Sealer Leader 68% 24% Market share has increased from 7% since launching in Q4 2016 Maintains Control of the Chinese Market 8% Voice Assistant Market Share since Q4 2016 SOURCE: CNBC $13b Voice Assistant speaker industry by 2024
  9. 9. 9 Conversational Commerce | Fad Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved Voice Shopping Set to Jump to $40b By 2022, Rising From $2b Today February 28, 2018 Text SMS or messaging apps lie Facebook and Slack allow customers to chat and interact with bots. Voice Smart speakers and voice technologies allow customers to quickly speak commands and interact with bots on a conversation level. Two forms of digital conversation between brands on consumers $40b Source: OC Strategy Consultants & USA Today
  10. 10. 10 Conversational Commerce | Fad Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved Source: Amazon, Google, Microsoft, Apple, and other company websites and press releases. Kleiner Perkins, Internet Trends 2017, May 2017. Google voice recognition data as of 5/17/17 and refers to recognition accuracy for English language. Advances in voice recognition have fueled growth in voice assistants and their commercial applications 81% Users of digital voice assistants who have used them via smartphones
  11. 11. 11Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved Conversational Commerce | Fad Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved
  12. 12. Conversational Commerce: Formidable
  13. 13. 13Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved Conversational Commerce | Formidable Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved September 18, 2018 | Shannon Liao Starting 2021, Android fans will be able to have Google’s mobile operating system in their cars. Google is teaming up with the Renault- Nissan-Mitsubishi Alliance (RNMA), the world’s biggest auto group that jointly sells more cars than any other carmaker collective, to develop the dedicated operating system that will control the car’s entertainment and GPS systems, according to the leading technology news and media porta The Verge. The operating system will allow users to download automobile-specific apps through Android’s Play Store, and will be assisted by Google Maps for navigational requirements and by Google Assistant for voice commands. Google partners with the world’s biggest auto group to bring Android to cars
  14. 14. 14Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved Conversational Commerce | Formidable Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved CNBC- August 21, 2018 Saint Louis University in Missouri recently announced it would put over 2,300 Amazon Echo Dot smart speakers enabled with Amazon's voice assistant Alexa in every dorm room on campus. CNBC- June 26, 2017 Developers at top hospitals and medical clinics across the country are tinkering with Amazon Alexa and other voice technologies for a variety of applications. Boston Children's Hospital piloted an Alexa app to help physicians comply with protocols before procedures and surgeries.
  15. 15. 15Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved Bain also found that in categories in which Amazon has a private brand, 17% of the time Alexa recommends the private-label product. Conversational Commerce | Formidable The Next Big Threat To Consumer Brands (Yes, Amazon’s Behind It) February 27, 2018 Sabrina Chaudhuri and Sharon Terlep In a test conducted in October 2017, Bain & Co. found that for customers making a first-time purchase without specifying a brand, over half of the time Alexa’s first recommendation was a product from the “Amazon’s Choice” algorithm, which implies a well-rated, well-priced item that ships with Prime. The amount of revenue Amazon’s private-label business (with its 120 proprietary brands) is expected to generate by 2022. SOURCE: TJI Research $25b Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved
  16. 16. 16 Conversational Commerce | Formidable Consumers who would prefer a digital voice assistant over a website or an app because it helps them automate their routine shopping tasks. I would prefer a digital voice assistant over a website or an app because: Source: Capgemini Conversational Commerce Survey, October–November 2017, N = 5,041 consumers in the US, UK, France, and Germany. Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved 41%
  17. 17. Conversational Commerce: Foundational
  18. 18. 19 Conversational Commerce | Foundational Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved Level of Interest in Using Voice Assistants for Purchasing The Following: Source: Amazon, Google, Microsoft, Apple, and other company websites and press releases. Kleiner Perkins, Internet Trends 2017, May 2017. Google voice recognition data as of 5/17/17 and refers to recognition accuracy for English language. “Of all the disruptions that are taking place in all the things technology is bringing into our space, voice is among the most disruptive…in terms of Digital Investment, this is our biggest focus.” Graeme Pitkethly CFO Unilever PLC
  19. 19. 20 Conversational Commerce | Foundational Touchpoints in the Customer Journey Where Consumers Would Like to Interact with Digital Voice Assistants Source: Amazon, Google, Microsoft, Apple, and other company websites and press releases. Kleiner Perkins, Internet Trends 2017, May 2017. Google voice recognition data as of 5/17/17 and refers to recognition accuracy for English language. Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved 20 “The guy who will win is the guy who will have iconic brands and products…I believe voice is as big as the internet—and Google—when it Google first arrived.” Lubomira Rochet Chief Digital Officer L’Oréal SA
  20. 20. 21 Conversational Commerce | Tangible Assets Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved  Audience (Buyer) Shift: Age Demographics have shifted(ing) & They Want Self Service  Content Consumption Shift: Traditional Paper Catalog to Digital/Omnichannel  Transaction preferences Shift: are trending digital vs. interpersonal  Disintermediation: Amazon Halo Effect (Channel Partner, Competitor, Co-opitition?) Capgemini Services & IP/Assets + SAP CX Bundled Portfolio Market Demand Requiring Model Shifts
  21. 21. 22Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved Conversational Commerce | Tangible Assets Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved Capgemini’s Conversational Commerce SAP Commerce Cloud Mobile Accelerator Experience Front-end  Geolocation Detection  Voice Activation  Google Home/Alexa Integration  Voice/Click: Collect Instore/Curbside  Voice/Click: Drive-Thru pick-up  Voice Order Authentication  QR Code Order Confirmation  View Order History  Rapid Favorites Reordering  Coupons/Voucher Redemption  Credit Card Payment Processing  Integrated Social Media Log-in  Text/SMS Integration Commerce Backend  Manage Store Locations  Manage Menu, Bundles, Pricing and Availability  Create Coupons/Vouchers  Integration with Hybris Data Hub and Mulesoft QSR Sector Retail Sector
  22. 22. 23Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved Unlocking The Keys To Success Let’s Talk Conversational Commerce | David K Harrelson | October 2018 © 2018 Capgemini. All Rights Reserved Design & Execute Compelling Voice Customer Experiences  Base on Consumer Needs/Preferences  Create Incentive to Encourage Adoption Apply Conversational Intelligence To Understand Your Target Customers  Know Your Customers Intimately  Elevate Persona’s & Customer Journey’s Devise Sound Business Operations Voice Solutions  Revisit & Enhance Supply Chains  Elevate CRM to Further Ensure Retention Implement Technology Solutions That Seamlessly Integrate Voice  Integrate Data, Analytics & Insights to the Channel  Re-examine GDPR & Data Privacy Protocols
  23. 23. 24 Speaker sessions at Capgemini Booth P1 Date and Time Let’s Talk Conversational Commerce 10 October 1:30 pm – 1:50 pm Isn’t it time you got married? Why subscription commerce is key to B2B success 11 October 12:10 pm - 12:30 pm David Harrelson has over 25 years of business development, executive management and digital consulting experience within high-growth organizations covering a unique mix of software sales, digital strategy, creative design and digital technology enablement in both domestic and international markets. David K Harrelson Vice President | Digital Commerce GTM Leader Contact Details: Name : David K Harrelson Twitter: Digital Dave 10 Phone no. : +1 630.229.5764 Email ID : david.harrelson@capgemini.com Linkedin handle : linkedin.com/in/davidharrelson Staying Connected | Let’s Talk Conversational Commerce
  24. 24. With more than 190,000 people, Capgemini is present in over 40 countries and celebrates its 50th Anniversary year in 2017. A global leader in consulting, technology and outsourcing services, the Group reported 2016 global revenues of EUR 12.5 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model. About Capgemini Learn more about us at www.capgemini.com This message contains information that may be privileged or confidential and is the property of the Capgemini Group. Copyright © 2017 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini. This message is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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