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One to One Monaco_Présentation atelier Capgemini

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Retrouvez la présentation de l’atelier Capgemini mené lors du 1to1 Monaco.
Inspirez, imaginez… et réalisez maintenant ce dont vous rêvez ! IA, 5G, bots, data, machine learning, … Comment créer l’expérience client de demain avec vos plateformes d’aujourd’hui ?

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One to One Monaco_Présentation atelier Capgemini

  1. 1. Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! IA, 5G, bots, data, machine learning, … 20 mars 2019 One to One 2019
  2. 2. 2© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 2© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 Comment créer l’expérience client de demain avec vos plateformes d’aujourd’hui ? Arnaud Bouchard, Executive VP ,Customer Experience, Christophe Claudel Fondateur, CEO
  3. 3. 3© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 Vos besoins immédiats L’IA un enjeu stratégique confirmé Take away Commencer par le bon bout 5 étapes de mises en œuvre Compétences, use cases, Illustrations … 45 mns avec vous
  4. 4. 4© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 “We see messaging platforms as future key drivers of conversations with our clients, and potential for the integration of artificial intelligence and chatbot technologies to further enhance service to clients across these new channels.” Michael Burke, CEO, Louis Vuitton Every one looks for shiny use cases …
  5. 5. 5© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 Support very ambitious growth forecast Increase business and technologic agility Deploy an ambitious omnichannel program with a customer centric approach Coordinate efficiently international and multi brand deployments but ….
  6. 6. 6© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 6© Capgemini 2019. Tous droits réservés. | Building the Retail Superstar How Unleashing AI Across Functions Offers A Multi-billion Dollar Opportunity
  7. 7. 7© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 Support very ambitious growth forecast Increase business and technologic agility Deploy an ambitious omnichannel program with a customer centric approach Coordinate efficiently international and multi brand deployments but ….
  8. 8. 8© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 About this report Luxury and Accessories Food & Grocery Pharmacy Home Improvement Apparel & Footwear Electronics & Home Appliances Beauty and Personal Care
  9. 9. 9© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 Treat AI as a strategic imperative Source: Capgemini Research Institute, AI in Retail Executive survey, August 2018. Retailers that scale AI initiatives are those retailers who have scale AI use cases within their organization, N= 80 Others represents retailers who have not yet scaled AI use cases in their organization, N=320 “It is important that the business — including the C-suite — learns about and can talk the language of analytics, data science, and AI, as these will change the way the entire organization works,”- Andrew Day, Chief Data Officer of Sainsbury’s AI is among the top three strategic plans of the CEO AI agenda in our organisation is co-opted by all CXOs and not just CIO/CTO We have allocated budgets for AI implementation We have the skills within the organization to take advantage of AI We have the required data ecosystem for implementing AI Our organization has a clear idea of where to invest in new AI technologies Retailers that scale treat Al as a strategic imperative
  10. 10. 10© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 10© Capgemini 2019. Tous droits réservés. | Large retailers take the lead in AI adoption “Artificial Intelligence (AI) offers the prospect of a frictionless existence, making us more efficient, helping us prevent mistakes, spotting the onset of potential problems before they become problems, and enabling us to spend more time on the things that really matter to us.” – Paul Clarke, UK based Ocado’s CTO Share of retailers deploying AI in their organization Online retailers lead the AI race Brick and mortarOmnichannel Pure-Player online Al penetration – by format
  11. 11. 11© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 11© Capgemini 2019. Tous droits réservés. | More realistic about their capabilities, retailers invest into the machine learning “Artificial Intelligence (AI) offers the prospect of a frictionless existence, making us more efficient, helping us prevent mistakes, spotting the onset of potential problems before they become problems, and enabling us to spend more time on the things that really matter to us.” – Paul Clarke, UK based Ocado’s CTO Retailers are more self-aware of their AI implementation capabilities Machine Learning is retailers’ AI technology of choice We have the skillswithin the organization to take advantage of AI We have the required data ecosystem for implementing AI Our organization hasa clear roadmap of how to implement AI initiativesin a phased manner 81% 36% 84% 55% 78% 53% 2017 2018 11 Use case distribution by AI Type and Operating model (%) Machine Learning Chatbots or Voicebots Natural Language Generation Image and video analytics Swarm Intelligence Our organization has a clear roadmap of how to implement AI initiatives in a phased manner We have the required data ecosystem for implementing AI We have the skills within the organization to take advanatge of AI We have the skillswithin the organization to take advantage of AI We have the required data ecosystem for implementing AI Our organization hasa clear roadmap of how to implement AI initiativesin a phased manner 81% 36% 84% 55% 78% 53% 2017 2018 11
  12. 12. 12© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 Focus on customer-facing functions for better customer satifaction A lion’s share of use cases deployed in customer-facing functions Use cases share (%) by broad function Benefits expected by retailers through usage of AI in customer-facing functions Reduction in customer churn Reduction in customer complaints Increase in promotion efficiency Enhanced customer satisfaction Customer facing Operations- focused
  13. 13. 13© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 Organizations are going after high complex use cases… …resulting in challenges to scale them Retailers are focused on high complexity use cases Multi-site and full scale deploymentPilotPOC Only 1% of Al deployments make it to multi- site/full-scale implementation High complexity use case deployment Low complexity use case deployment
  14. 14. 14© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 Look through the customer lens when deploying AI initiatives Consumer-related parameters are given less importance when designing AI initiatives resulting in use cases failing to deliver their potential Organizations are focusing on implementation costs and not on customer experience Share of organizations who rank these parameters higher when deciding on implementing AI-enabled use cases Solving known consumer pain points Availability of in-house skills Pressure from competition Enterprise AI roadmap Consumer preference of applications Impact on customer experience Impact on transparency to consumer and consumer trust Complexity of implementation Impact on compliance Market demand Impact on operational efficiency Availability of data Expected return on investment (ROI) Cost of implementation
  15. 15. 15© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 Réponses au sondage Twitter cette semaine ! Aujourd’hui, l’#IA dans votre entreprise est appliquée à • Orientée expérience clients => 48% / 74% * • Orientée opérations => 52% / 28%* Nombre de votes : 338 votes #IA, vers quel domaine les entreprises devraient-elles se focaliser en priorité ? • Planification & production => 32% • Distribution & logistique => 30% • Opérations in-store => 11% • Marketing et ventes => 27% Nombre de votes : 837 votes Quelle technologie issue de l’#IA envisagez-vous d’implémenter en priorité ? • Machine learning => 34% / 63% * • Chatbot et voicebots => 14% / 20% * • Analyse d’images et vidéos => 27% / 14% * • Intelligence distribuée => 25% / 3% * Nombre de votes : 599 votes En quoi l’IA pourrait-elle améliorer votre stratégie omnicanale ? • Fidélisation clients => 21% • Performance des promos => 18% • SAV plus réactif => 37% • Satisfaction client => 24% Nombre de votes : 294 votes * Comparatif avec les résultats de l’étude
  16. 16. 16© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 Focus on the maturity of their enterprise data practices Source: Capgemini Research Institute, AI in Retail Executive survey, August 2018. Retailers that scale AI initiatives are those retailers who have scale AI use cases within their organization, N= 80 Others represents retailers who have not yet scaled AI use cases in their organization, N=320 Retailers that scale have more mature entreprise data practices Quality of real-time data Availability and exhaustiveness of historical data Data governance and lifecycle management Data integration from disparate sources Quality of historical data Availability and exhaustiveness of real-time data
  17. 17. 17© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 The focus on customer-facing AI is masking a large opportunity in operations ▪ AI for stock replenishment ▪ AI for assortment rationalization ▪ AI for procurement back office ▪ AI for cognitive contract analysis ▪ Pricing decisions ▪ Sales forecasting ▪ AI for procurement management ▪ Advanced demand planning ▪ Product content & catalogue management Planning and Procurement ▪ AI In predictive maintenance ▪ New product development ▪ Packaging design ▪ Production optimization Production ▪ AI for predictive logistics network management ▪ AI powered visual aided picking ▪ AI reverse supply chain and returns management ▪ AI for route optimization ▪ AI for reducing distribution pilferage ▪ AI for logistics back office ▪ AI powered visual inspection of warehouse assets ▪ Robots to manage warehouses ▪ Inventory optimization ▪ Category optimization Distribution and Logistics ▪ AI enabling self- checkout ▪ In-store bots for shelf scanning ▪ Planogramming ▪ Reduced in store pilferage ▪ AI powered stock replenishment in store ▪ In-store customer behavior analysis In-store operations ▪ Chatbot for sales support ▪ Image recognition to identify counterfeit products ▪ Voice and customer authentication ▪ Analyze online customer behavior ▪ Reducing fraudulent transactions ▪ Personalizing online experience ▪ Lead generation and tracking ▪ Audience tracking ▪ AI powered sales support ▪ Product and service recommendation ▪ Sales order fulfillment ▪ Customer churn detection ▪ Programmatic media buying ▪ Promotion optimization Sales and marketing
  18. 18. 18© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 Some use cases AI for Sales & Marketing ▪ Chatbot/virtual assistant for sales support ▪ Image recognition ▪ Promotion Optimization ▪ Product & Service recommendation AI for Planning and procurement ▪ stock replenishments ▪ Assortment rationalization ▪ Product content and catalogue management AI for Distribution and logistics ▪ Logistics network management ▪ Supply chain optimization AI for In-store operations ▪ Self-checkout ▪ Instore bots for shelf scanning Visualizaion of Al-driven image recognition use case Al in action: Al-powered Image recognition
  19. 19. 19© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 Five interconnected Intelligent Applications to enable humanized customer experience Continuous effort to capture, process and analyze customers’ data in real time from interactions, journeys, events and emotions in order to build a holistic view of the customer as well as an actionable insight of its needs, expectations and brand empathy Methods of delivering to each individual, unique experiences and personalized content, both meeting and anticipating his expectations, in real- time Features augmenting the employee in decision-making and unstructured data analysis, improving his focus on customer-facing activities with more efficiency, reactivity and relevance Combination of chat, voice, vision or any other natural language interface aiming at transforming user interactions into human conversations Conversational interfaces Customer Understanding Predictive personalization Combination of vision, voice and natural language AI enablers with immersive usages (augmented, virtual and mixed reality) aiming at enriching user experience and interactions with products and services, all along customer life cycle Employee augmentation Simple, Frictionless Customer-centric Anticipated, customized Fast, Relevant Operational efficiency Customer engagement Inspiring Immersive Experience
  20. 20. 20© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 Building an effective customer experience strategy for the AI world
  21. 21. 21© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 21© Capgemini 2019. Tous droits réservés. | Some French IA credentials regarding Customer Experience Mise en place d’une IA omnicanale, lancement d’un MVP & définition du business model à 3 ans Lancement d’un Chat Bot interne pour accompagner les agents dans leurs démarche de support informatique Accompagnement au design de parcours clients intégrant l’IA conversationnelle (chatbot web & mobile) Design de nouveaux services via le conversationnel et mise en œuvre d’un chatbot écrit (web) Cadrage et MVP de chatbots appliqués au Retail (interactions clients à banque & conseiller à gestion) Benchmark des solutions IA sur le Front office et définition de l’ambition du groupe sur l’IA Front Office Définition de la stratégie IA dans l’expérience client Grande banque internationale Banque mobile Accompagnement au cadrage et au pilotage du programme d’industrialisation de l’IA (+30 projets d’IA) Lancement d’un MVP chatbot serviciel pour les clients B2C Conception et mise en œuvre d’un chatbot écrit Etude d’opportunité et roadmap sur l’Intelligence artificielle dans la distribution & le marketing Assureur Mondial Assureur Grande banque internationale Assureur Mondial Assureur Mondial Banque Mondiale Compagnie Aérienne Compagnie Energie Institution Publique
  22. 22. 22© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 22© Capgemini 2019. Tous droits réservés. | Take away priorities • Data unification • Start with simple projects • Customer & Operations use cases
  23. 23. 23© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 The Experience Engine is at the heart of Customer Platforms Introducing The “Experience Engine” that will power Customer Platforms Connecting user interfaces, data & insights, best of breed engines and enabling processes to deliver personalized, adaptive Experiences across channels. Enterprise Operations Enterprise Data & Analytics Enterprise AI Systems of Records Core business process Customer Engagement Platform Integration Platform Enterprise Data Platform Digital (Integration) Platform Consumers Partners Employees Customer Interactions Management Content Management (Sector specific) Customer Processes Customer Management Digital Platform DigitalPlatform DigitalPlatform CXMeasurement OperationalEfficiencyMeasurement Marketing Sales Customer actionable Holistic View Service Commerce
  24. 24. 24© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 Data, Analytics & AI are key Experience Engine enablers AI Enablers Digital (Integration) Platform Data & Analytics Enablers Data Management Platform Analytical Engines Customer Journey Capture Data Visualization Data Aggregation/ Drill Down Master Data Management Customer Prospects Others Data lakes Data Audit & History Data Protection Meta Data Governance Tools Consumers Partners Employees Customer Interactions Management Content Management (Sector specific) Customer Processes Customer Management Digital Platform DigitalPlatform DigitalPlatform CustomerExperienceMeasurement OperationalEfficiencyMeasurement Marketing Sales Customer actionable Holistic View Service Commerce Empathy Vision Knowledge Language Speech MachineLearning/DeepLearningAlgorithms Predictions Next Best Action
  25. 25. 25© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 25© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 Poursuivons les échanges ! Espace Capgemini F2 E 016 Arnaud Bouchard, Executive Vice President, DCX France, arnaud.bouchard@capgemini.com Christophe Claudel Fondateur, CEO christophe.claudel@itelios.com
  26. 26. 26© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 26© Capgemini 2019. Tous droits réservés. | Capgemini’s #1 ranked in-house think tank on all things digital The digital journey is about treading uncharted and unfamiliar territory. It is riddled with questions and challenges. At the Capgemini Research Institute, these are some of the questions we try to tackle in our research. We are curious and passionate about all things digital. We draw on our worldwide network of experts and work closely with academic and technology partners. We have dedicated research centers in the United Kingdom, USA, and India. The Capgemini Research Institute was recently ranked by independent analysts. https://www.capgemini.com/research-institute/
  27. 27. Capgemini est un leader mondial du conseil, des services informatiques et de la transformation numérique. A la pointe de l’innovation, le Groupe aide ses clients à saisir l’ensemble des opportunités que présentent le cloud, le digital et les plateformes. Fort de 50 ans d’expérience et d’une grande expertise des différents secteurs d’activité, il accompagne les entreprises et organisations dans la réalisation de leurs ambitions, de la définition de leur stratégie à la mise en œuvre de leurs opérations. Pour Capgemini, ce sont les hommes et les femmes qui donnent toute sa valeur à la technologie. Résolument multiculturel, le Groupe compte 200 000 collaborateurs présents dans plus de 40 pays. Il a réalisé un chiffre d'affaires de 13,2 milliards d'euros en 2018. Plus d’informations sur A propos de Capgemini www.capgemini.com This message contains information that may be privileged or confidential and is the property of the Capgemini Group. Copyright © 2019 Capgemini. All rights reserved. People matter, results count.
  28. 28. 28© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 5. Increase investments in AI Source: Capgemini Research Institute, AI in Retail Executive survey, August 2018. Retailers that scale AI initiatives are those retailers who have scale AI use cases within their organization, N= 80 Others represents retailers who have not yet scaled AI use cases in their organization, N=320 Share of IT budget invested in AI across retailers that scale and others Share of IT Budget invested in AI Retailers that scale AI initiatives Others <1% 0% 0 1-2% 0% 50% 2-5% 51% 48% 5%-10% 49% 2% >10% 0% 0% Our research found that almost half (49%) of leaders invest 5- 10% of their IT budgets in AI. But for the rest, this drops to just 2%
  29. 29. 29© Capgemini 2019. Tous droits réservés. |Inspirez, imaginez…et réalisez maintenant ce dont vous rêvez ! | 2019 Capgemini Research Institute – AI research Intelligent automation in FS Intelligent automation Voice assistants Impact on the workforce/ Upskilling AI in CX AI leaders AI use cases AI in retail (Dec. 17th)

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