One to One Monaco_Présentation atelier Capgemini

Inspirez,
imaginez…et
réalisez maintenant
ce dont vous rêvez !
IA, 5G, bots, data, machine learning, …
20 mars 2019
One to One 2019

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© 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

“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 …

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© 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

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 ….

About this report
Luxury and Accessories
Food & Grocery
Pharmacy
Home Improvement
Apparel & Footwear
Electronics & Home Appliances
Beauty and Personal Care

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

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

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

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

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

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

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%
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% *
En quoi l’IA pourrait-elle améliorer votre stratégie
omnicanale ?
• Fidélisation clients => 21%
• Performance des promos => 18%
• SAV plus réactif => 37%
• Satisfaction client => 24%
* Comparatif avec les résultats de l’étude

Focus on the maturity of their enterprise data practices
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

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

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

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

Building an effective customer experience strategy for the AI world

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

Take away priorities
• Data unification
• Start with simple projects
• Customer & Operations use cases

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

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© 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

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/

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.
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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.

5. Increase investments in AI
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%

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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