What will the future hold for commerce in a customer focused world dominated by the rise of exponential technologies and how should we prepare for it?

1. FUTURE CUSTOMER EXPERIENCES
IN DIGITAL COMMERCE

2. Hi!
Head Of
Digital
Engineering
Paul
Kerrison
Technologist
Travis
Perkins

3. Today
What are they and
why should we
consider them?
What can we
predict based on
the direction of
travel?
How should we
prepare ourselves
for disruption of our
markets?
EXPONENTIAL
TECHNOLOGIES
COMMERCE
TRENDS PREPARATION

4. COMMERCE
TRENDS
Today’s consumer no longer goes shopping, but is shopping, all the time and everywhere - Willy Kruh

5. CUSTOMER
EXPERIENCE
COMMERCE
TRENDS

6. Personalisation
Non-Linear
Journeys
Convenience
Localisation
Personalised
Pricing / Products
Profiled
Results
Fulfilment
Conversational
OmniChannel
Consistent &
Persistent
CUSTOMER
EXPERIENCE
COMMERCE
TRENDS
Mobile

7. Personalisation
Non-Linear
Journeys
Service Over
Product
Online
Sharing
Economy
Localisation
Personalised
Pricing / Products
Profiled
Results
OmniChannel
Subscription
End to End
Maker Movement
Recycling
Showcase
Hub
Consistent &
Persistent
COMMERCE
TRENDS
Convenience
Fulfilment
Conversational
Mobile
CUSTOMER
EXPERIENCE

8. EXPONENTIAL
TECHNOLOGIES
The day before something is truly a breakthrough, it’s a crazy idea. - Peter Diamandis

9. Technologies that are accelerating faster
than the pace of Moore’s law.
Performance relative to cost (and size)
doubles every 12 to 18 months
Eh?
EXPONENTIAL
TECHNOLOGIES

10. Technologies that are accelerating faster
than the pace of Moore’s law.
Performance relative to cost (and size)
doubles every 12 to 18 months
Examples
Cloud Computing
Quantum
Computing
Digital Currency
Pervasive
Displays
Cognitive
Computing
Reusable Rockets
Space
Exploration
3D Printing
Robotics
Augmented Reality
(AR)
Virtual Reality (VR)
Medical Diagnostic
Devices
Synthetic /
industrial Biology
Gene
Sequencing
Autonomous
Vehicles Electric
Vehicles
Energy
Storage
Solar
Power
AI / Machine
Learning
Blockchain
Wearables
Drones
EXPONENTIAL
TECHNOLOGIES
Internet of
Things / Sensors
Satellites

11. Technologies that are accelerating faster
than the pace of Moore’s law.
Performance relative to cost (and size)
doubles every 12 to 18 months
Commerce Related
Internet of
Things / Sensors
Cloud Computing
Quantum
Computing
Digital Currency
Pervasive
Displays
Cognitive
Computing
Reusable Rockets
Space
Exploration
Satellites
3D Printing
Robotics
Augmented Reality
(AR)
Virtual Reality (VR)
Medical Diagnostic
Devices
Synthetic /
industrial Biology
Gene
Sequencing
Autonomous
Vehicles Electric
Vehicles
Energy
Storage
Solar
Power
AI / Machine
Learning
Blockchain
Wearables
Drones
EXPONENTIAL
TECHNOLOGIES

12. Growth
EXPONENTIAL
TECHNOLOGIES

13. Peter Diamandis’ 6 Ds
1 3 4
Product
transition from
physical to
digital.
What was once
only available to
nations is now
available to all
Previous
paradigm
effectively
obsolete
Large and
unwieldy now
fits into pocket
What was
prohibitively
expensive is
now affordable
Dematerialised
Disruptive
Demonetised
Democratised
Digitised
The early stages
of development
are almost
imperceptible.
Deceptive
5 62
“The 6 Ds are a chain of technological progression, a road map of rapid
development that always leads to enormous upheaval and opportunity”
EXPONENTIAL
TECHNOLOGIES

14. Growth
Digitised
Deceptive
Disruptive
Dematerialised
Demonetised
Democratised
EXPONENTIAL
TECHNOLOGIES

15. Threat / Opportunity?
EXPONENTIAL
TECHNOLOGIES

16. PREPARATION
Success is not delivering a feature; success is learning how to solve the customer’s problem - Eric Ries

17. Awareness - Tech
PREPARATION

18. Awareness - Hype
PREPARATION

19. Assessment
Digital Currency
AI / Machine
Learning
Blockchain
PREPARATION

20. Organisation
Staff on demand.
Community and
crowd.
Cloud solutions to
scale quickly
CROWD + CLOUD
Co-investment
models for new
technologies
enabling the risk to
be shared
SHARE RISK
Create an
innovation capability
RESOURCE
Build up network
with non traditional
stakeholders
ECO-SYSTEM
Understand
and internalise
the growth
cycle of digital
technologies
OWN IT
PREPARATION
MINDSET Move from + to x

21. Implementation
● Culture of curiosity
● Validated learning
● Metered funding
EXPERIMENTATION
● Measure what matters
● Split tests
● Per-customer metrics
● Attribution modelling
ACTIONABLE METRICS
● Record everything
● Process streams in real
time for actionable insight
LEVERAGE DATA
● Low investment, high
growth potential
● Leverage external
resources
● Iterate fast
SCALE AT THE EDGE
● Enhance with AI
● Provides vital insight to
highlight future
experiments
CUSTOMER SERVICE
● Strangle monoliths
● Loose coupling - API first
● XaaS
● Microservices
● Event sourcing
● Lightweight channels
● Containerisation
ARCHITECTURE
PREPARATION

22. Thanks For Your Time!
● Digitised
● Deceptive
● Disruptive
● Demonetised
● Dematerialised
● Democratised
● Customer Experience
○ Personalisation
○ Service Over Product
○ Non-linear Journeys
○ Online
○ Convenience
○ Sharing Economy
● Awareness
● Assessment
● Organisation
● Implementation
COMMERCE
TRENDS
EXPONENTIAL
TECHNOLOGIES
PREPARATION
Today, if you’re not disrupting yourself, someone else is; your fate is to be either
the disrupter or the disrupted. There is no middle ground - Salim Ismail