How can you create compelling cross-channel experiences? In case you missed it, here is what Fernando Alvarez presented earlier at SAPPHIRE. You can also read Fernando's latest blog post "The Digital Commerce Revolution" here: https://www.capgemini-consulting.com/blog/digital-transformation-conversations/2015/05/the-digital-commerce-revolution

1. Inspired
Customer
Experiences
enabled
with
Hybris
technology
and
Agile
Methods
Fernando
Alvarez
Chief
Digital
Officer,
Corporate
Vice
President
Capgemini

2. Our
research
with
MIT
iden/fies
4
categories
of
companies
DIGITAL
INTENSITY
TRANSFORMATION
MANAGEMENT
INTENSITY
Fashionistas Digital Masters
Beginners Conservatives
2

3. Digitally
mature
companies
significantly
outperform
their
peers
Revenue
GeneraMon
Profitability
Market
ValuaMon
Companies
with
stronger
digital
intensity
(WHAT)
derive
more
revenue
from
their
physical
assets*
Companies
with
stronger
transforma>on
management
intensity
(HOW)
are
more
profitable
Companies
with
stronger
transforma>on
management
intensity
(HOW)
achieve
higher
market
valua>ons
3

4. eCommerce,
as
part
of
Digital
transforma/on
-­‐
is
about
changing
the
core
of
how
business
is
done,
star/ng
with
customer
experience
TransformaMve
Digital
Vision
Digital
Governance
IteraMve
TransformaMon
Roadmap
Digital
Engagement
Digital
Technologies
Digital
Enablers
Business
Model
Customer
Experience
People
/
OrganisaMons
Digital
operaMons
4

5. Sector
Experience
Design
Customer
&
Business
Strategy
Data
&
Technology
Marke/ng
&
Engagement
Ac/va/on
InspiraMon
&
Stewardship
Customer
Experience
is
about
inspiring
interac/ons
with
your
organiza/on
and
making
sure
you
take
care
of
your
customers
in
the
most
effec/ve
and
targeted
manner
5

6. Our
Digital
Vision
for
Inspired
Customer
Experiences
! Put
Customer
Experience
at
the
heart
of
your
digital
transforma/on
! Design
Customer
Experience
from
the
outside
in
! Increase
reach
and
customer
engagement,
where
it
maPers,
through
new
digital
channels
! Make
data
and
analyMcs
the
lifeblood
of
your
customer
experience
reinven/on
! Seamlessly
mesh
your
digital
and
physical
experience
in
new
ways
! Keep
on
innovaMng
–
it’s
never
over!
Every
digital
improvement
in
customer
experience
will
open
up
new
possibili/es
6

7. All
B2B
and
B2C
companies
need
to
build
a
world-­‐class
eCommerce
business
eCommerce
Experience
and
Strategies
B
to
C
B
to
B
Business
Needs
Market
Dynamics
OrganizaMon’s
Primary
Market
Digital Disruptions
Complexity and
Constant Flux
Staying one step
ahead of the
competition
Digital
Commerce
means a new
way of working
Catching up & opening
new digital channels,
and meeting
expectations of B2C
experience for
B2B buyers
Benefits
Consistent and
seamless user
commerce experience
across multiple
channels, brands,
business models and
geographies
Higher customer
satisfaction leads
to higher value
and repeat sales
7

8. B2C
and
B2B
Successes
of
accelerated
results
with
business
benefits
to
our
clients
Capgemini
helped
accelerate
>me
to
market
with
an
agile
Speed
to
Value
implementa>on
«Satisfy the needs of B2B e-Commerce
customers, whilst applying pioneering
best practices from B2C e-Commerce »
Capgemini
had
helped
transform
the
company
into
a
“Social
Enterprise”
and
deploy
the
solu>on
for
18,000
employees
over
a
9-­‐month
period
«Share a new idea every day»
How
to
develop
in
6
months
new
innova4ve
Digital
services
to
transform
the
logis4c
support?
« Digital services to improve
efficiency of logistic support»
Capgemini
helped
perform
in
a
very
compe>>ve
and
innova>ve
Digital
world
«Digital for a better Quality of Service»
Capgemini
helped
speed
up
the
Digital
Transforma>on
through
processes
and
technological
innova>on
«Innovative technology to climb
up the value chain»
How
to
define
a
strategy
of
new
B2C
Services,
Build
the
plaAorm
and
rollout
the
first
3
services
in
less
than
3
months?
« Launch in 3 months a new B2C
platform of services”
Capgemini
assisted
in
united
teams
around
Digital
and
its
poten>al
and
switch
from
a
product-­‐based
culture
to
a
customer-­‐
oriented
culture
«Internal collaboration, Customer
mindset & Digital roadmap»
8

9. We
are
ready
to
help
with
the
unique
end-­‐to-­‐end
soluMon
to
support
your
eCommerce
business
9
All-­‐channel,
Self-­‐service,
Big
data,
and
Payments
PlaZorm
Fast
Vision,
Design
and
Roll-­‐out
Unique
and
DelighZul
User
Experiences
E-­‐Commerce
plaZorm

10. eCommerce
Detailed
Offering
Products/Warehouse!
eCommerce360˚!
ERP/OrderManagement! legacy
10

11. Odigo
solu/on
provides
a
consistently
excellent
service
across
all
channels
140,000
Agents
3+
Billion
interac/ons
11

12. Speed
to
Value
methodology
accelerates
/me
to
market
while
providing
proven
benefits
to
top
and
boPom
lines
12
1
month
2
months
3
to
6
months
FAST
VISION
FAST
DESIGN
FAST
ROLLOUT
Move
from
Ideas
to
Solu>ons
with
the
Lean
start-­‐up
approach
Define
Strategy
based
on
concrete
solu>ons
Accelerate
the
deployment
&
solu>on
adop>on
Commit
to
results
&
output
Reduce
Cost
Increase
Customer
Sa>sfac>on
(NPS)
Reduce
Time
to
Market

13. SAP
+
Hybris
+
Capgemini
strong
alignment
and
deep
knowledge
with
skillful
professionals
around
the
globe
will
bring
innova/on
to
your
company
With
more
than
130,000
people
in
over
40
countries,
Capgemini
is
one
of
the
world's
foremost
providers
of
consul/ng,
technology
and
outsourcing
services.
The
Group
reported
2013
global
revenues
of
EUR
10.1
billion
(more
than
$13
billion
USD).
By combining deep understanding of the customer context with a single view of the
enterprise, Capgemini enable organizations to deliver a “profitable promise to its
customers” based on intelligent insights, innovative technology and optimised processes
" More
than
15,900
SAP
resources
globally
" Prac//oners
have
on
average
8+
yrs
SAP
exp.
" 1
300+
SAP
customers
" More
than
5,000
DCX
consultants
globally
" MIT
partnership
/
thought
leadership
SAP Practice
Digital Customer
Experience
13

14. Capgemini
brings
partners
&
solu/on
ecosystem
to
open
possibili/es
14
PlaWorm
Agile/Lean
collaboraMon
tools
Research
Big
data
ERP
ecommerce
3rd
Party
ecommerce
You

15. Capgemini
is
ready
to
support
you
in
a
Speed
to
Value
crea/on
of
the
world
class
eCommerce
for
real
impact
in
the
market
e2E
eCommerce
Offering
B
to
C
B
to
B
OrganizaMon’s
Primary
Market
Benefits
Capgemini
Value
ProposiMon
Consistent and
seamless user
commerce
experience across
multiple channels,
brands, business
models and
geographies
Higher customer
satisfaction leads
to higher value
and repeat sales
Integrated
customer
engagement e2e
solution with
delightful
customer
experience
Single scalable
platform for
growth and
transformation
with delightful
customer
experience
All-channel,
Self-service,
Big data,
and
Payments
Platform
Fast Vision,
Design and
Roll-out
Unique and
Delightful
User
Experiences
E-Commerce
platform
Capgemini
Offering
15

16. Thank
you!
Fernando.Alvarez@capgemini.com