The document discusses key trends in retail and consumer goods identified at the Retail Big Show conference, including the importance of innovation, an omnichannel distribution strategy, digital commerce, mobile experiences, and moving from transactions to customer relationships. It also outlines challenges in creating new business value through analytics, designing for mobile, and creating unique customer experiences. Potential solutions discussed include aligning IT and marketing strategies around the customer journey, and the flexible software and design thinking capabilities IBM can provide.

1. Innovation
in a disrupted market
Vincent Malarme
Retail & Consumer Goods Industry Solutions Leader
@vincentmalarme
The futureof mobile
Marketing & eCommerce

2. 2
Disruption
Challenges
Solutions
Trends
The futureof mobile
Marketing & eCommerce

3. 3
The Retail Big Show
550 exhibitors
34 000 visitors
85 countries
Trends

4. 4
Retail Big Show: Key trends
1
INNOVATION
DRIVING SUCCESS
Trends

5. 5
Retail Big Show: Key trends
2
A DISTRIBUTION STRATEGY
…THAT PLAYS WITH
COMPLEMENTARY CHANNELS
Trends

6. 6
Retail Big Show: Key trends
84%
go online to prepare their store visit
40%
more conversion from users having gone online
22%
spend more if they’d been online
75%
users using social networks say they are more loyal
3
INCREASINGLY THE
CUSTOMER JOUNEY
BEGINS WITH
DIGITAL COMMERCE
Trends

7. 7
Retail Big Show: Key trends
4
… & DIGITAL COMMERCE
NEEDS TO…
ENABLE EXPERIENCES BASED
UPON WHERE A CUSTOMER IS
IN THEIR JOURNEY
Trends
7
Content
optimized for
any device
Availability &
Fulfillment
Personalized
and relevant
offers
Rich and
engaging
content

8. 8
Retail Big Show: Key trends
5
GROWING APPETITE FOR
MOBILE INNOVATION
Trends
88
InStore
Mobile
Experiences
Apps
Client
Telling

9. 9
Retail Big Show: Key trends
6
FROM TRANSACTIONS
TO RELATIONSHIPS
TO SUBSCRIPTIONS
Trends

10. 10
“The last, best
experience
that anyone has
anywhere
becomes the minimum
expectation for the
experiences they
want everywhere.”
Trends

11. 11
The traditional
boundaries are
dead.
The focus is now on
Human-to-Human
interactions.
Experience is the
new competitive
battleground
Trends

12. 12
Innovating in disrupted market
Innovating
Trends
Trends
Trends
Trends
Trends
Fast
Following
≠
Disruption
Trends

13. 13
Understanding the roots of Technology Disruption
Systems of Insight
How are you harnessing Big Data
for competitive advantage?
Systems of Engagement
How are you harnessing mobile and
social to transform relationships with
customers, employees and citizens?
Systems of Record
How are you transforming your existing
IT systems for the requirements of the
new era?
Systems of
Insight
Enterprise
Innovation
Systems of
Record
Systems of
Engagement
Systems of
Record
Systems of
Insight
Systems of
Engagement
Pervasive Security Intelligence
Enabled by Cloud
Enterprise
Innovation
Disruption

14. 14
True Innovation
System
s of
Insight
Enterpri
se
Innovati
on
Systems of
Record
Systems of
Engagement
Record
Insight
Engagement
Security
Cloud
Innovation
Disruption

15. 15
Litmus test test for a successful Mobile Strategy
1. Create new business value
2. Powered by analytics
3. Designed first for mobile
4. Create unique user experience (consumers or employees)
5. Powered by scalable cloud
6. Pervasive Security Intelligence
Disruption

16. 16
1. Create new business value: The great internal divide
Challenges

17. 17
2. Powered by analytics: the great customer experience divide…
Challenges

18. 18
3. Design first for mobile
1
8
Take2minutes&
designavase
designabetterwayfor
peopletoenjoyflowersin
theirhome
Challenges

19. 19
Design
a vase
Design a better way for
people to enjoy flowers
in their home
Product or Task Focused Experience Focused
Challenges

20. 20
Design is not just what it
looks like & feels like.
Design is how it works.
- Steve Jobs
Challenges

21. 21
This is not a user experience
2
1
Challenges

22. 22
This is a user experience
Challenges

23. 23
66% of adults say they receive too many promotions
and are exposed to too many adverts
23
Source: Upstream 2011
4. Create unique user experience: Customer attention is scarce
Challenges

24. 24
Align your IT and Marketing Strategy around the
Customer Journey
24
Solutions
CIO
CMO

25. 25
What do we offer ?

26. 26
Flexible software solutions so that you can begin anywhere and
grow in any direction
Solutions

27. 27
IBM Design Thinking
Placing people at the heart of the design
process
Agile & DevOps
New ways of working - iterative, rapid
and agile
Dedicated
Concentration of experience design,
analytics and strategy skills
Innovation
Hands-on innovations and demos
Mobile
Integrated mobile development
Co-location
With clients and the best of IBM
IBM Studios for the best mobile innovation
Solutions

28. 2828
The Big Data you need to deeply understand your customer
The Corporate App Store you need to unleash empowered mobile
employees
Solutions

29. 2929
Just of some of the companies we keep
29
Solutions

30. 3030
A few partners we play with
Solutions

31. 3131
Some of our recent awards
LEADER in Digital
Marketing
The LARGEST Digital
Agency network in the
world - 2014
LEADER in Enterprise
Mobility Services
LEADER in
Business Consulting
LEADER in
Mobile App
Development
LEADER in CRMThe SECOND
LARGEST Digital
Agency in the UK -
2014
Solutions

32. 32
Vincent Malarme
Retail & Consumer Goods
Industry Leader
IBM Benelux
@vincentmalarme
vincent_malarme@be.ibm.com
+32 475 29 42 43
be.linkedin.com/in/malarme