Omnichannel IS:
A commitment to delivering a seamless, compelling and personalized shopper experience, regardless of where or how your customer is engaged with you
PSFK's Future of Retail 2020 Report - Summary PresentationPSFK
Researchers PSFK provides the most pioneering thought leadership when it comes to innovation in retail and along the customer experience journey. PSFK's Future of Retail 2020 report provides a strategic roadmap for brands and retailers to deliver hyper-personalized service that meets the unique needs of every shopper in a post-experiential era.
This deck provides an introduction to the themes in the report plus concepts for the future of customer experience.
Full report: http://www.psfk.com/reports
About PSFK: http://www.psfk.com/membership
Concepts: http://www.weareyourstudio.com
Ling Shou Tong: Alibaba’s Next Innovative Disruptor?accenture
This piece examines Ling Shou Tong (Alibaba’s new retail inventory management platform)and looks at how it’s disrupting convenience stores and post and parcel delivery in China.
Digital Transformation Strategy & Framework | By ex-McKinseyAurelien Domont, MBA
Go to www.slidebooks.com to Download and Reuse Now a Digital Transformation Strategy & Framework in Powerpoint | Created By ex-McKinsey & Deloitte Strategy Consultants.
PSFK's Future of Retail 2020 Report - Summary PresentationPSFK
Researchers PSFK provides the most pioneering thought leadership when it comes to innovation in retail and along the customer experience journey. PSFK's Future of Retail 2020 report provides a strategic roadmap for brands and retailers to deliver hyper-personalized service that meets the unique needs of every shopper in a post-experiential era.
This deck provides an introduction to the themes in the report plus concepts for the future of customer experience.
Full report: http://www.psfk.com/reports
About PSFK: http://www.psfk.com/membership
Concepts: http://www.weareyourstudio.com
Ling Shou Tong: Alibaba’s Next Innovative Disruptor?accenture
This piece examines Ling Shou Tong (Alibaba’s new retail inventory management platform)and looks at how it’s disrupting convenience stores and post and parcel delivery in China.
Digital Transformation Strategy & Framework | By ex-McKinseyAurelien Domont, MBA
Go to www.slidebooks.com to Download and Reuse Now a Digital Transformation Strategy & Framework in Powerpoint | Created By ex-McKinsey & Deloitte Strategy Consultants.
Retailers need to understand how to target customers in the right way and customers need retailers to understand them and offer them something at value all the time. OmniChannel retailing is the ultimate solution for retailer to connect with their customers and provide them with outstanding customized experience.
Join our Social Learning Network:
http://www.openthinking.ae
Omnichannel is at the heart of today's Retail Transformation. However, most retail CIOs still struggle to redesign their technology frameworks to serve today's multichannel connected customer and support a growing number of new ways to shop. Lack of an omnichannel strategy, rigid legacy systems not allowing to leverage the benefits of cloud and mobile technologies, non-single view of customers across channels or lack of inventory visibility across enterprise to support distributed order management capacity are only some of the key challenges retail CIOs are facing.
This webinar will be conducted by Ismael Ciordia, Chief Technology Officer at Openbravo, Salil Godika, Chief Strategy & Marketing Officer and Industry Group Head at Happiest Minds and introduced by Xavier Places, Product Marketing Director at Openbravo.
What Will You Learn?
- Key considerations when designing and rolling out new architecture that delivers omnichannel services.
- Which technologies to evaluate, including PIM, OMS, Cloud, m-POS or Big Data.
- How some leading customers in the Specialty Retail subsector are progressing on their omnichannel path with the help of Openbravo.
- A summary of the main conclusions of the Happiest Minds' report "The State of Omnichannel Retail in the US 2015" .
Omni-Channel Retailing: A Strategy for Retailers to Thrive in the Covid-19 Pa...Ken Kwong-Kay Wong
The COVID-19 pandemic is rewriting the rules of retail. A growing number of shoppers now rely on same-day delivery, curbside pickup, in-home/in-car delivery, and AI-powered drive-thru to get their goods. To accommodate such a paradigm shift, retailers must undertake significant changes in their business models to become digitally enabled and data-driven.
Omni-Channel Retailing is written to help retailers and retail students understand the importance of delivering a seamless, cohesive, and contextual customer experience throughout the shopping journey. This book addresses today's retailers' challenges and gives new ideas for implementation. Relevant activities and discussion topics are included to help readers master the concepts.
This Altimeter Group webinar explores the findings of our latest research report on digital transformation. Attendees will learn what digital transformation is, how companies are embracing change, the challenges and opportunities that emerge throughout the process, and how to refocus and reorganize teams to modernize, optimize, and integrate digital touchpoints.
Watch the webinar: https://www.slideshare.net/Altimeter/webinar-digital-transformation-with-brian-solis
Download the related report: altimetergroup.com/digitaltransformation/
RFM stands for Recency, Frequency, and Monetary value, each corresponding to some key customer trait. These RFM metrics are important indicators of a customer’s behavior because frequency and monetary value affects a customer’s lifetime value, and recency affects retention, a measure of engagement.
RFM analysis helps marketers find answers to the following questions:
Who are your best customers?
Which of your customers could contribute to your churn rate?
Who has the potential to become valuable customers?
Which of your customers can be retained?
Which of your customers are most likely to respond to engagement campaigns?
Let's find out more with the help of Slideshare.
8 Pillars of Demand Generation InfographicScott Levine
The 8 Pillars Of Demand Generation
An Infographic of the Modern Demand Generation Ecosystem
Demand generation and lead generation are often used synonymously, but they are actually quite different.
The 8 Pillars of demand generation were developed to address a wide range of topics that include everything from building awareness to sales enablement.
Demand generation is typically a multistep integrated marketing and sales process that varies in size and scope based on sales complexity. Demand generation can include building awareness, positioning and consumer research to support purchase behavior, sales enablement, customer onboarding and post-sale customer satisfaction.
Lead Generation: Strictly speaking, lead generation is the process of generating interest in a product or service. Typically, leads are gathered to build a list that provides contacts for sales.
25 Digital Transformation Case Studies In RetailHappy Marketer
Digital is transforming the retail experience online & offline; here are 25 global case studies to highlight 10 trends that are creating techtonic shifts in a 24 Trillion Dollar industry!
Ferrovie dello Stato Italiane: Piano Industriale 2017 - 2026FS Italiane
Novantaquattro miliardi di investimenti e un fatturato destinato a raddoppiare in 10 anni, oltre a una profonda trasformazione che farà di FS Italiane un’azienda internazionale di mobilità integrata globale.
A questi traguardi punta il Piano Industriale 2017 – 2026 di FS, facendo leva su cinque pilastri strategici: mobilità integrata anche con un coinvolgimento di tutti gli operatori del settore; logistica integrata, con una radicale riorganizzazione del comparto merci; integrazione fra le infrastrutture sia ferroviarie sia stradali; sviluppo internazionale e digitalizzazione, come fattore abilitante di tutto il Piano.
Many corporations recognize their future depends on digital transformation. Earley Information Science outlines the 4 step process for building a roadmap to transformation.
Creating The Best Customer Experience CX Strategy Complete DecksSlideTeam
Customer Experience CX is the interaction between a customer and the business. Customer service is just one aspect of customer experience as CX involves all interactions with a business. A great customer experience ensures brand loyalty. It results in lower churn and increased revenue. Companies are, therefore, giving importance to developing a customer experience strategy to ensure a positive and seamless experience across all touchpoints of the customer journey, be it online or offline. For businesses wishing to learn how to go about building a CX strategy or reviewing theirs, this complete deck walks you through developing the perfect customer experience strategy from scratch. This involves developing customer personas to have a better understanding of the customers needs and wants and mapping customer journey to know their thoughts, feelings and behaviour at each stage of the buying journey. The customer experience templates provided in this extensively researched deck help you list out the pain points of the customer, identify their root cause and find solutions. These steps help you in developing the CX strategy and creating a roadmap to ensure successful implementation of the project. https://bit.ly/2WN0o8i
This deck consists of total of thirty four slides. It has PPT slides highlighting important topics of Customer Journey Powerpoint Presentation Slides. This deck comprises of amazing visuals with thoroughly researched content. Each template is well crafted and designed by our PowerPoint experts. Our designers have included all the necessary PowerPoint layouts in this deck. From icons to graphs, this PPT deck has it all. The best part is that these templates are easily customizable. Just click the DOWNLOAD button shown below. Edit the colour, text, font size, add or delete the content as per the requirement. Download this deck now and engage your audience with this ready made presentation.
Go-to-market strategy, positioning and viral growthLisa Enckell
Presentation during entrepreneurship week at Luleå University, Sweden on go to market strategies, positioning and viral growth. Examples and learnings from Wrapp, Clue and other startups.
Omni channel basics for retailers and CPG ManufacturersJanet Dorenkott
Omni-channel for retailing and Omni-channel for CPG manufacturers. Understand what is meant by omnichannel and what companies are doing to leverage the data, understand their business, attract new customers & increase ROI.
Retailers need to understand how to target customers in the right way and customers need retailers to understand them and offer them something at value all the time. OmniChannel retailing is the ultimate solution for retailer to connect with their customers and provide them with outstanding customized experience.
Join our Social Learning Network:
http://www.openthinking.ae
Omnichannel is at the heart of today's Retail Transformation. However, most retail CIOs still struggle to redesign their technology frameworks to serve today's multichannel connected customer and support a growing number of new ways to shop. Lack of an omnichannel strategy, rigid legacy systems not allowing to leverage the benefits of cloud and mobile technologies, non-single view of customers across channels or lack of inventory visibility across enterprise to support distributed order management capacity are only some of the key challenges retail CIOs are facing.
This webinar will be conducted by Ismael Ciordia, Chief Technology Officer at Openbravo, Salil Godika, Chief Strategy & Marketing Officer and Industry Group Head at Happiest Minds and introduced by Xavier Places, Product Marketing Director at Openbravo.
What Will You Learn?
- Key considerations when designing and rolling out new architecture that delivers omnichannel services.
- Which technologies to evaluate, including PIM, OMS, Cloud, m-POS or Big Data.
- How some leading customers in the Specialty Retail subsector are progressing on their omnichannel path with the help of Openbravo.
- A summary of the main conclusions of the Happiest Minds' report "The State of Omnichannel Retail in the US 2015" .
Omni-Channel Retailing: A Strategy for Retailers to Thrive in the Covid-19 Pa...Ken Kwong-Kay Wong
The COVID-19 pandemic is rewriting the rules of retail. A growing number of shoppers now rely on same-day delivery, curbside pickup, in-home/in-car delivery, and AI-powered drive-thru to get their goods. To accommodate such a paradigm shift, retailers must undertake significant changes in their business models to become digitally enabled and data-driven.
Omni-Channel Retailing is written to help retailers and retail students understand the importance of delivering a seamless, cohesive, and contextual customer experience throughout the shopping journey. This book addresses today's retailers' challenges and gives new ideas for implementation. Relevant activities and discussion topics are included to help readers master the concepts.
This Altimeter Group webinar explores the findings of our latest research report on digital transformation. Attendees will learn what digital transformation is, how companies are embracing change, the challenges and opportunities that emerge throughout the process, and how to refocus and reorganize teams to modernize, optimize, and integrate digital touchpoints.
Watch the webinar: https://www.slideshare.net/Altimeter/webinar-digital-transformation-with-brian-solis
Download the related report: altimetergroup.com/digitaltransformation/
RFM stands for Recency, Frequency, and Monetary value, each corresponding to some key customer trait. These RFM metrics are important indicators of a customer’s behavior because frequency and monetary value affects a customer’s lifetime value, and recency affects retention, a measure of engagement.
RFM analysis helps marketers find answers to the following questions:
Who are your best customers?
Which of your customers could contribute to your churn rate?
Who has the potential to become valuable customers?
Which of your customers can be retained?
Which of your customers are most likely to respond to engagement campaigns?
Let's find out more with the help of Slideshare.
8 Pillars of Demand Generation InfographicScott Levine
The 8 Pillars Of Demand Generation
An Infographic of the Modern Demand Generation Ecosystem
Demand generation and lead generation are often used synonymously, but they are actually quite different.
The 8 Pillars of demand generation were developed to address a wide range of topics that include everything from building awareness to sales enablement.
Demand generation is typically a multistep integrated marketing and sales process that varies in size and scope based on sales complexity. Demand generation can include building awareness, positioning and consumer research to support purchase behavior, sales enablement, customer onboarding and post-sale customer satisfaction.
Lead Generation: Strictly speaking, lead generation is the process of generating interest in a product or service. Typically, leads are gathered to build a list that provides contacts for sales.
25 Digital Transformation Case Studies In RetailHappy Marketer
Digital is transforming the retail experience online & offline; here are 25 global case studies to highlight 10 trends that are creating techtonic shifts in a 24 Trillion Dollar industry!
Ferrovie dello Stato Italiane: Piano Industriale 2017 - 2026FS Italiane
Novantaquattro miliardi di investimenti e un fatturato destinato a raddoppiare in 10 anni, oltre a una profonda trasformazione che farà di FS Italiane un’azienda internazionale di mobilità integrata globale.
A questi traguardi punta il Piano Industriale 2017 – 2026 di FS, facendo leva su cinque pilastri strategici: mobilità integrata anche con un coinvolgimento di tutti gli operatori del settore; logistica integrata, con una radicale riorganizzazione del comparto merci; integrazione fra le infrastrutture sia ferroviarie sia stradali; sviluppo internazionale e digitalizzazione, come fattore abilitante di tutto il Piano.
Many corporations recognize their future depends on digital transformation. Earley Information Science outlines the 4 step process for building a roadmap to transformation.
Creating The Best Customer Experience CX Strategy Complete DecksSlideTeam
Customer Experience CX is the interaction between a customer and the business. Customer service is just one aspect of customer experience as CX involves all interactions with a business. A great customer experience ensures brand loyalty. It results in lower churn and increased revenue. Companies are, therefore, giving importance to developing a customer experience strategy to ensure a positive and seamless experience across all touchpoints of the customer journey, be it online or offline. For businesses wishing to learn how to go about building a CX strategy or reviewing theirs, this complete deck walks you through developing the perfect customer experience strategy from scratch. This involves developing customer personas to have a better understanding of the customers needs and wants and mapping customer journey to know their thoughts, feelings and behaviour at each stage of the buying journey. The customer experience templates provided in this extensively researched deck help you list out the pain points of the customer, identify their root cause and find solutions. These steps help you in developing the CX strategy and creating a roadmap to ensure successful implementation of the project. https://bit.ly/2WN0o8i
This deck consists of total of thirty four slides. It has PPT slides highlighting important topics of Customer Journey Powerpoint Presentation Slides. This deck comprises of amazing visuals with thoroughly researched content. Each template is well crafted and designed by our PowerPoint experts. Our designers have included all the necessary PowerPoint layouts in this deck. From icons to graphs, this PPT deck has it all. The best part is that these templates are easily customizable. Just click the DOWNLOAD button shown below. Edit the colour, text, font size, add or delete the content as per the requirement. Download this deck now and engage your audience with this ready made presentation.
Go-to-market strategy, positioning and viral growthLisa Enckell
Presentation during entrepreneurship week at Luleå University, Sweden on go to market strategies, positioning and viral growth. Examples and learnings from Wrapp, Clue and other startups.
Omni channel basics for retailers and CPG ManufacturersJanet Dorenkott
Omni-channel for retailing and Omni-channel for CPG manufacturers. Understand what is meant by omnichannel and what companies are doing to leverage the data, understand their business, attract new customers & increase ROI.
How to significantly increase online conversionNeedle
Needle's President and COO, Scott Pulsipher, explores why most companies are incorrectly investing business funds to drive traffic when they should instead focus on driving conversion rates by delivering awesome CX.
Scott explores why not all visitors are created equal and why a 2% conversion rate is not ok – and provides three examples of awesome CX, including how Nikon & Needle are putting advocates to work to deliver 9.1 CSAT and 94% incremental revenue.
Marcia Tal’s latest video presentation – Omnichannel Banking: Embedding Banking in Consumers’ Daily Lives – explains why and how the future of retail banking lies in the Omnichannel customer experience.
There are 100s of CRM tools available in the market. Question is how to evaluate these tools and which tool a company should select to implement and why?
This paper presents a systematic approach to evaluate and select CRM tools based on three different evaluation criteria. Evaluation approach suggested in this paper is applicable for both cloud and on-premise CRMs.
IBM Retail | 14 Success Stories in RetailIBM Retail
IBM presents a collection of 14 retail case studies and success stories from companies such as 1-800-Flowers, Bazaar Voice and Sears. Learn how you can work smarter in retail today
Blog Review: http://saevolgo.blogspot.com/2012/12/call-center-solution-techincal-review.html
Review of a new innovative call center management platform.
Omni-channel in Retail. Lessons for the automotive industryIgnitionOne
Gino Van Ossel, Professor Retail & Consumer Goods Center Vlerick Business School, presentation in omni-channel retail from the IgnitionOne European Automotive Summit, June 2014
Consumers Are Showrooming and Webrooming Your Business, Here's What That Mean...Md. Mehadi Hassan Bappy
The total presentation is based on two pdf and discusses two different scenarios of e-commerce and the digitalization of the online market system.
The first pdf is
Consumers Are Showrooming and Webrooming Your Business, Here's What That Means and What You Can Do About It
The second pdf is
How AI is Streamlining Marketing and Sales
The pdf are described with proper survey statistics and relevant examples.
An Enlightened B2B Vision – The Five Pillars Of Omnichannel NirvanaEliot Sykes
In this thought-piece Eliot, explores the origins of omnichannel and how B2B marketers can learn from B2C brands that already employ a successful omnichannel approach. Compelling facts and figures, along with key insights into today's B2B buyer behaviours and demands combine to demonstrate just how important omnichannel really is – culminating with the five pillars that you can apply to deliver your own successful B2B omnichannel vision.
Informes PwC - Encuesta Total Retail GlobalPwC España
El informe "Hacia un modelo de Total Retail", elaborado por PwC, analiza las expectativas y hábitos de consumo del comprador online, a partir de 15.000 entrevistas a compradores digitales de todo el mundo, y las implicaciones para las compañías del sector de distribución y consumo en los próximos años.
Informe de PwC sobre las expectativas y hábitos de consumo del comprador onlineMaría Bretón Gallego
El informe Hacia un modelo de ‘Total Retail’, elaborado por PwC, analiza las expectativas y hábitos de consumo del comprador online, a partir de 15.000 entrevistas a compradores digitales de todo el mundo, y las implicaciones para las compañías del sector de distribución y consumo en los próximos años.
Internet y las nuevas tecnologías han multiplicado la influencia del consumidor, pero, ¿qué les están pidiendo a las marcas? Las nuevas expectativas y hábitos del consumidor digital tendrán importantes implicaciones para las compañías del sector en los próximos años
The ROI of Empowering Associates Through In-Store MobilityG3 Communications
Today’s consumers have more choices and more control than ever before. They will not tolerate less-than-stellar customer service, because they can reach into their pockets and check product reviews, prices and even purchase nearly any product in real time from an online retailer.
So what can retailers do to up their game when it comes to customer experience? By equipping store associates with mobile devices used to build relationships, not simply process transactions, retailers can have a significant impact on transaction size, conversions and even overall traffic, leading to incremental increases in sales.
In this upcoming webinar, Scott Pearson from Retaligent and Danya Rielly from Raymark will discuss the ways retailers can use mobile technology to improve store operations, boost associate productivity and empower every store associate to provide outstanding levels of customer service. Topics will include: clienteling, mobile POS and a focus on the ROI and competitive advantage that specialty retailers can attain by employing mobile clienteling.
Retail remains the undisputed leader in consumer spending, despite the continued velocity in the digital retailing space. So how, then, what should startups know about retail and retailers? And how does user-centered design play a role in unlocking the tremendous opportunity? This was the subject of a two-hour talk give an Denver Startup Week in September, 2014.
Great white paper report published by St. Joseph Communications on Omni-channel advertising focused around providing solutions to retailers and brands.
As Premier Google Partners, Google representatives visited 1SEO.com Digital Agency for a Partners Connect Event. Speaking on micro-moments, attendees learned about how to effectively market in today's mobile world.
Achieving Customer Experience Excellence in RetailBrent Biddulph
A prospective view on how big data analytics and connected data is enabling customer experience (CX) innovation in a digital economy that is reshaping an age-old industry.
Creating loyal omnichannel customers is critical. Retailers who embrace the customer-centric trend and build better shopping experiences will leap ahead of the competition.
Building a blended customer experience isn't easy. Need some help getting started? Check out our latest in retail trend research.
The Impact of Artificial Intelligence and Digital Disruption on the Supply ChainJason Prescott
Global industry veteran Jeff Streader discusses a critical component for success in today’s digital world and how this effects the modern supply chain. He shares his view on successful strategies and tactics that brands and retailers along with their supplier/ partners, need to understand and collaborate together. Jeff emphasizes the magnitude of understanding today’s digital consumer and how the Design Chain and Supply Chain, will work on the near future in a data-driven end-to-end value chain.
3. What is Omnichannel?
3.
Omnichannel IS NOT:
• A software or hardware solution
• A marketing or CRM initiative
• A new app or website
Omnichannel IS:
• A commitment to delivering a seamless, compelling and
personalized shopper experience, regardless of where or how your
customer is engaged with you
• A mindset; a cultural transformation that permeates every facet of
the retail enterprise and associated ecosystem
• A catalyst for endless innovation, demanding agility
• Unwavering and becomes embedded in your brand’s DNA
4. Where are you on the Omnichannel spectrum?
4.
Single Channel Multi-Channel Cross-Channel Omni-Channel
• Consumers experience a
single type of touch-point
• Retailer has a single type of
touch-point
• Consumers see multiple
touch-points acting
independently
• Retailer’s channel
knowledge and operations
exist in technical & functional
silos
• Consumers see multiple
touch-points as part of the
same brand
• Retailer has a “single view
of the consumer” but
operates in functional silos
• Consumers experience a brand,
not a channel within a brand
• Retailer leverages its “single
view of the consumer” in
coordinated and strategic ways
across the enterprise
The Legacy The Nirvana
7. Mobile is at the epicenter of change
7.
The average mobile phone
user checks their phone
150 times
a day
80%of apps are
used once then
deleted
In 2015, 2/3 of the
workforce will own a
smartphone and
40%of the
workforce will
be mobile
5 petabytes of data
are generated every day
by mobile phone
subscribers around the
world
By 2020, 90%of new
passenger cars will have
some form of vehicle mobile
platform, up from 10% in
2012
8. 8.
Social media has become the great influencer
Influencers of purchase behavior
Source: IBM IBV 2013 survey, n= 30,554. Q40 decision influencers
9. 9.
Do you recognize these faces? You should…they’re Millennials
• Ages 13-32
• Over 80 million strong
• 25% of the US population
• Over $200 billion in annual
spending power
They are the future of everything and
they are changing the face of the
Retail industry
10. Data is overwhelming and even crippling some Retailers
10.
32%
30%
15%
12% 12%
It’s a whole new
way of thinking
about the value
in data that
requires new
analytics and
leverages some
new
technologies
It’s an
extension of
existing
analytics and BI
practices suited
for data that is
larger or faster
than we are
used to
The term “big
data” is very
confusing; not
sure what it
means
It’s a bunch of
hype with little
substance and
few new ideas
It’s about new
technologies
that allow us to
handle more
data
More than a quarter of Retailers and CPG brands are
confused by, or dismissive of Big Data
Source: Forrester’s Business Technographics Global Data And Analytics Survey, 2014 Base: 65 retail IT decision makers
11. Cyber crime has become the largest security challenge for Retailers
11.
50%drop in retail
cyber attacks since
2012
61 million records
stolen from retailers in 2014;
a 43%
increase since
2013
• Hackers are becoming more pointed and sophisticated, using new
techniques to obtain massive amounts of confidential information
• Perpetrators are able to impact a far greater number of victims with
fewer attacks
Source: IBM MSS Research and Intelligence Report January 6, 2015
12. Meet the biggest disruptor
12.
Dear Amazon Shareholder,
…Look inside a current textbook on software
architecture, and you’ll find few patterns that we
don’t apply at Amazon.
We use high-performance transactions systems,
complex rendering and object caching, workflow
and queuing systems, business intelligence and
data analytics, machine learning and pattern
recognition, neural networks and probabilistic
decision making, and a wide variety of other
techniques.
In 2012, when asked if Amazon would develop
brick-and-mortar stores, Jeff Bezos said he
would love to, but only if Amazon had a "truly
differentiated idea.“
13. The model for “customer experience” now transcends Retail
13.
“The last, best experience that anyone has
anywhere becomes the minimum expectation for
the experiences they want everywhere.”
Paul Papas,
IBMiX Global Lead
15. From years of disruption, shoppers have emerged with clear, new messages for
retailers
15.
16. 16.
“Anticipate and service my shopping needs”
Use what you know about me to deliver a seamless and
interconnected engagement regardless of where I am shopping
“Make it convenient and easy to interact with you”
Consistently capture my history and profile and deliver relevant
information and services to me through my preferred channel
“Be there when I need you, in real time”
Empower me with real-time updates, proactive communications
and choices before, during and after I shop
“Remember all of our interactions”
Understand me and my preferences through our past
interactions
Shoppers have little interest in retailers that don’t meet their expectations
17. Source: IBM IBV surveys 2013- 2015, n= 78,163 Q:21: Last Purchase Channel
% Last purchase by channel across
examined categories
14%
86%
28%
72%
2013 2014
Store
29%
71%
2015
Digital
Affection for online shopping is still growing
1
17.
Does Not Describe Me
Neutral
Describes Me
2014 2015
32% 30%
28% 27%
40% 43%
% of respondents agreeing “I prefer to shop online”
18. Preferred Fulfillment Method
2011 2015
Purchase at store and leave store with the item 60% 49%
Purchase online, have delivered 23% 36%
Purchase online and pick up in the store 6% 6%
Purchase at store and have it delivered to my home (same day) 12% 8%
Online shopping is changing the perception of
convenience
Source: IBM IBV surveys 2011 & 2015, n= 59,124 Q:32: Preferred fulfillment method 18.
19. Shoppers are more open to communicating with preferred retailers
24%
Location
Source: IBM IBV surveys 2014- 2015, n= 59,054 Q:14 Willingness to share with trusted retailer
28%
32%
Social Handle
38% 38%
Mobile for
Text
42%
64%
Email
64%
2014 2015
% of respondents indicating they would share contact
information with a trusted retailer
19.
20. Shoppers are willing to do the initial work as long as they get something
in return
20.
Average time willing to spend in set up = 20 minutes
are willing to put in time with a retailer to set up
preferences, with the expectation that offers and
communications will be personalized9 out
of 10
Use my prior purchasing to
offer me promotions
59% 51%
Use my prior purchasing
to recommend new
products
Invite me to special events
49%
Involve me in new product ideas
44%
Source: From Transactions to Relationships: Connecting with a Transitioning Shopper Study (n = 2598, US Non-Grocery shoppers). IBM IBV Retail (2013).
21. Shoppers want to be able to “control” how and when they receive personalized
communications
Offers
personalized
promotions to
me while I am
in the store
Source: IBM IBV surveys 2014- 2015, n= 59,054 Q:41OTH_8,10,11 NonGrocery Capabilities
Provides me
the option for
“on demand”
personalized
promotions
when I am in
the store
Provides me
the option for
“on demand”
personalized
promotions
when I am
online
30% 30%
40%
44% 45%
48%
2014 2015
21.
% of respondents indicating the ability is
important in the selection of a retailer
22. Shoppers expect digital benefits to cross over into the physical store
Source: IBM IBV surveys 2014- 2015, n= 59,054 Q:41OTH_8,10,11 NonGrocery Capabilities
60%
say being able to see whether or not an
item is in stock before going to the store is
important in the selection of a retailer
22.
46%
say the ability of a sales associate to solve
an out-of-stock issue via a mobile device is
important in selecting a retailer
41%
say a sales associate’s ability to access
purchase history/preferences to offer
personalized promotions is important in the
selection of a retailer
23. Shoppers are looking past the sales associate to get product information
Source: IBM IBV surveys 2011 & 2015, n= 59,124 Q07: Trust ranking, product info
2011 2015
Friends/Family 1 1
Reviews on independent sites 2 4
Product Experts 3 2
Reviews on retailer websites 4 3
Manufacturers 5 5
Sales Associates 6 6
Trust rank, source for product information
23.
24. There is great divide between companies’ perceptions of themselves and what
customers actually experience
24.
69%
of companies say they offer a
superior online experience,
81%
of companies say they are close to
having a holistic view of their
customers,
47%
of brands say they have a “strong
capability” for providing relevant
communications,
89%
of brands are satisfied with their
ability to resolve conflicts with
customers,
but 51%
of customers who left a company
that failed them, blamed their exits
on bad online experiences
but only 37%
of consumers say their favorite
retailer understands them
while only 35%
of consumers say communications
from their favorite retailers are
“usually relevant”
but only 28%
of consumers who had a significant
customer service issue in the last
twelve months say the company
resolved their conflict “very
effectively”
Source: “Listening to the Customer; 7 New Research Findings”, IBM and Econsultancy Study
26. Retailers need to re-imagine everything about the way they do business to
engage shoppers and create omnichannel brand value
26.
Aware - engage, listen, and nurture open
relationships with customers
Analytical - gain insight, assess, and adjust
to attract and maintain customers
Aligned - engineer an organization that
stays in step with growing expectations of
the empowered consumer
Agile - embrace emerging innovation ahead
of consumer needs
Required characteristics
Current view of the customer is based on
past transactions rather than interactions
An inability to effectively integrate
analytics to run the business
Siloed organizations are aligned around
channels rather than the customer
A formulaic approach to the business
inhibits opportunities to be innovative
Common Gaps
88%
of marketers agree that their company’s
growth depends on personalizing the
customer experience,
37%
believe they have the tools they need to
deliver exceptional customer
experiences
while
only
Source: “Listening to the Customer; 7 New Research Findings”, IBM and Econsultancy Study
27. Innovative retailers will need to invest in 5 strategic imperatives to become truly
omnichannel and thrive in their markets
27.
Embed data & analytics throughout the
enterprise to become essential to
shoppers
Leveraging Intelligence
Building the Right Team
Create an organization willing to break
down silos and dedicate itself to
building an authentic brand experience
Merging Physical & Digital Experiences
Add features, benefits and processes to
the front and back office that leverage
the best of both worlds
Drive out costs to enable investment in
customer experience and expansion
Executing With Ruthless Efficiency
Embrace and enable long term
disruption and new ways of solving
short term critical issues
Innovating Continuously
28. Every area of the enterprise must put the customer first and ask some tough
questions
28.
Master Data Management
Are we bringing the pieces of the customer puzzle together as a single point of
reference with accuracy and strict governance?
Customer Insight/Engagement
Are we leveraging insights to approach customers with messages and offers at
any point in time that reflect the fact we really know them?
Assortment Planning
Are we creating frequently refreshed, local market and micro-site assortments
that tailor merchandise offerings to consumer and local market demands?
Financial/Unit Planning
Are we creating top down and bottom up financial plans that ensure the right
level of inventory is purchased based on customer demand?
Merchandising
Are we quickly identifying shifting trends and consumer sentiments and helping
buyers make the right choices in response?
Supplier/Vendor Ecosystem
Are we driving agility across the supply chain to ensure the right products and
services are moving from the source to the customer?
Pricing & Promotion
Are we providing customers with accurate and consistent pricing across all
channels based on relevant data from the merchandising system as well as ever-
changing market conditions?
Point of Sale
Are we creating a shopping environment that is consistent with how customers
live…connected, with real time information?
Order Management
Are we making the best decisions about how to promise and fulfil customer
orders, resulting in improved profitability and customer satisfaction?
Inventory & Replenishment
Are we meeting customers’ expectations to be able to buy, receive and return
practically anywhere through connected front-office and back-office processes?
Human Resources
Are we leveraging our talent in the right places and hiring the right people so our
workforce truly understands how to deliver for our customers?
ApplytheStrategicImperativestoeveryareaoftheorganization
29. Game Changers
29.
Zappos builds customer relationships like no other
Why it's revolutionary: Zappos has made massive strides in "relationship marketing," building
an incredible reputation for customer service. With the rise of social, Zappos continues to set
the standard and find ways to augment its loyal customer base. Flickr / kedjadlen
ShoeDazzle takes buying shoes to a whole new level through a personalized "showroom“.
Why it's revolutionary: Every month, the ShoeDazzle system reviews its new inventory and
selects a collection of shoes into the user's personal "Showroom." The selections are based,
initially, on a survey the user fills out to establish their taste profile. Over time, the
recommendation algorithm gets more sophisticated as it takes into account the user's actual
purchases. The approach is working - the retailer went from 3 to 13 million customers in 2012.
Fast Company, March 2012
Converse is enabling fans to let their creativity flow and be rewarded for their work
Why it's revolutionary: Converse’s ‘Made by Facebook’ app allows Facebook fans to
design their own Converse tennis shoe, sell them to friends and even open their own
storefronts. In return the creators are rewarded with free shoes. Fans are in essence
becoming Converse’s salesforce. Social Commerce Today, December 2011
Leveraging Intelligence
30. Game Changers
30.
Building the Right Team
Macys hires Chief Omnichannel Officer and restructures around Omnichannel
Why it's revolutionary: has made massive strides in "relationship marketing," building an
incredible reputation for customer service. With the rise of social, continues to set the
standard and find ways to augment its loyal customer base.
Finish Line hires Chief Omnichannel Officer“.
Why it's revolutionary: Every month, the ShoeDazzle system reviews its new inventory and
selects a collection of shoes into the user's personal "Showroom." The selections are based,
initially, on a survey the user fills out to establish their taste profile. Over time, the
recommendation algorithm gets more sophisticated as it takes into account the user's actual
purchases. The approach is working - the retailer went from 3 to 13 million customers in 2012.
31. Game Changers
31.
Merging Physical & Digital Experiences
Threadless' crowd-sourcing merchandising caught the attention of America's largest retailers
Why it's revolutionary: Threadless is an apparel company that lets artists submit designs for t-shirts,
housewares and more. The designs with the most votes become available for purchase. The
company recently got the attention of Gap, which started carrying Threadless t-shirts.
Pinterest is changing how companies present their products
Why it's revolutionary: Pinterest is a platform where people share things they like. It's proven to be
a boon for retailers including Etsy and Whole Foods. Retailers from Saks and Gap to Target have
altered their marketing campaigns to include the platform.
David Jones developed a multi-channel platform generating new revenue streams and cross-channel
spend optimization
Why it's revolutionary: 12 month implementation from vision to launch of first release drove a 288%
increase to online sales making David Jones the first major Australian retailer to provide a true cross-
channel shopping experience. They were the first to market with same day delivery, ship from store
and reserve online pick up from store
32. Game Changers
32.
Executing With Ruthless Efficiency
Bonobos embraces showrooming by creating a store front
Why it's revolutionary: Bonobos was an online-only men’s clothing shop. As much as CEO and co-
founder Andy Dunn wanted to remain online only, he realized that about half of would-be customers would
not order online because they wanted to feel the merchandise. The solution? Guideshop, a store front that
delivers personalized service to those wanting to experience the brand in-person. Make an appointment,
try on what you want, place the order online while in the shop, and it shows up at your home. The space
has minimal inventory and uses the website as a virtual back room.
Zara replenishes twice a week with totally new products
Why it's revolutionary: Zara's revolutionary strategy includes stocking light and replenishing the store twice
a week with totally new products. This encourages customers to come back to the store often and it creates
a sense of urgency to buy since it may not be available for long. Zara is creating brand-right content on
YouTube, Facebook, Pinterest and using Twitter for talking to customers directly and for customer support.
Zara's fast-fashion outlook is appropriate for the short attention span of today's consumer.
Business Insider, November 2012
33. Game Changers
33.
Innovating Continuously
Hointer is taking humans out of stores
Why it's revolutionary: Led by former head of supply chain and fulfillment tech for Amazon, Nadia
Shouraboura, Hointer is changing the way you shop for clothes by using a robotic sales staff. You
download an app, go to the showroom, and scan the QR codes of the clothing you'd like to try. The
clothes are delivered automatically right to the fitting room, customers swipe their card on the tablet,
and walk out.
Kroger wages war against long lines with infrared cameras
Why it's revolutionary: Long used by the military and law-enforcement to track people, these
cameras, which detect body heat, now sit at the entrances and above cash registers at most of
Kroger's roughly 2,400 stores. The technology, which is paired with in-house software, determines
the number of lanes that need to be open. Kroger has reduced the customer's average wait time to
26 seconds - compared to an average of four minutes before Kroger used the cameras in 2010.
35. IBM’s omnnichannel solutions help retailers deliver world class shopper
experiences
35.
Leveraging Intelligence
Building the Right Team
Merging Physical & Digital
Experiences
Executing With Ruthless
Efficiency
Innovating Continuously
• Advanced Customer Insights and
Analytics
• Marketing and Consumer
Analytics
• Digital Analytics and
Benchmarking
• Human Resources Solution
Design & Delivery
• Interactive Experience and Design
• IBM Mobile First
• Future State Roadmap
development and implementation
• IBM Presence Zones
• IBM WebSphere Commerce
• Sterling Order Management
• Payment Systems
• Commerce as Service
• Innovations as as Service
• Enterprise Transformation
• Next-Generation e-commerce
Software Solutions
Process
Improvement &
Implementation
Services
Managed Services
Technology
Platforms
36. Our end-to-end approach is built on strategy and supported by operations
36.36
Customer Insight &
Analytics
Consumer Driven
Strategy
Customer Engagement Operate & Optimize
Define Your Customer’s Experience Deliver Outcomes
Manage all customer
interactions to maximize
effectiveness and grow
customer intimacy and
advocacyApply advanced analytical
tools and techniques to
dynamically understand
customers' needs and
expectations
Leverage digital, mobile and
social consumer insights to
identify growth opportunities
and new paths to value
Manage the solution
in house, through
outsourcing, or through
an outcomes-based
model
Omni-channel Transformation
Envision
Evaluate
Enable
Define Roadmap for
Change
Understand Your Customer’s
Behavior & Expectations
37. IBM is consistently atop analysts rankings
37.
Magic Quadrant for Digital
Commerce, Sept 2014
MarketScape
Worldwide Digital
Commerce
Applications, 2014B2C Wave, Q1 ‘15
Web Analytics, Q2 ‘14
OM Wave, Q3 ‘14
IBM
IBM
IBM
IBM
38. IBM has one of the largest and most widely recognized retail practices in the
world
38.
170 countries
Number of countries where
IBM operates. We are a global
company that understands
global retail.
70 out of Global Top 100
Number of retailers that are IBM
GBS clients.
$6B
IBM’s annual research budget.
IBM has the world’s largest
retail industry research group.
10+ years
Average experience of
900+ retail specialists in
IBM USA.
10,000
Number of retail
consultants in IBM globally.
#1
IBM’s Retail Consulting Practice
rank in IDC’s MarketScape Vendor
Analysis Report
.
39. IBM keeps good company
39.Data and Customer list from 2014 Internet Retailer Top 500 Report
Editor's Notes
Thinking about purchasing [category assigned] items, by which of the following methods would you prefer to obtain the item?
Thinking about purchasing [category assigned] items, by which of the following methods would you prefer to obtain the item?