With more than 52% of Asia Pacific online shoppers discarding their virtual shopping carts – more than Americas (46%) and Europe (43%), we share with you the latest trends in today’s digital ecommerce and APAC consumers online shopping preferences and motivations to complete a purchase from our latest SAP Customer Experience research of 8,000 Asian online shoppers across Australia, Singapore, Thailand, India, Japan, South Korea, Hong Kong and China. We are also joined with guest speakers from Tata CLiQ who shares their experiences in delivering better online shopping experiences. Find out what are the common pitfalls and best practices in implementing an amazing digital commerce experience. For more about our how you can deliver amazing digital commerce experiences, please visit us at: cx.sap.com/en/virtual-master-class/deliver-amazing-digital-commerce-experiences

1. SAP Consumer Propensity Study Asia Pacific 2018
31 July
LIVE Virtual Master Class:
How to deliver amazing digital commerce experiences

2. 2INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Meet the panelist
Jennifer Arnold
VP & Head of Marketing, APJ &
Greater China
SAP Customer Experience

3. 3INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Meet the panelist
Kosta Triantafillou
Center of Excellence, Marketing
solution, APJ
SAP Customer Experience

4. 4INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Meet the panelist
Sidharth
Srinivasan
Head of Digital Marketing &
Founding Member of
TataCLiQ.com
Tata CLiQ

5. 5INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Meet the panelist
Sid Mitra
Head of Platform
Tata CLiQ

6. 6INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Meet the moderator
Rita Marini
Sr. Director & Head of GTM
Marketing, APJ & Greater China
SAP Customer Experience

7. Some housekeeping information before we start…

8. 8INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Digital touchpoints
influence up to 56%
of in-store purchases
Asia, the next big superstar
Global market share in 2016:
China 42%, USA 24%
E-commerce growth projection
US$2.30 trillion in 2017
US$4.88 trillion in 2021
Digital commerce outlook

9. 9INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SAP Customer Experience commissioned a survey in January 2018,
reaching out to 8,000 consumers across APAC, learning about their:
SAP Consumer Propensity Report APAC 2018
Online shopping habits
Purchase motivations
Shopping cart interactions
Features wish list

10. 10INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Jen, what are the key
findings from the study?

11. 11INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
What are APAC shoppers buying online?
77%
Fashion (clothes,
accessories, shoes)
56%
Digital goods
61%
Groceries and consumer
packaged goods (bath,
hair, pet supplies)
63%
Travel (flights, hotel, tours)
61%
Entertainment experiences
(tickets for concerts)
29%
Furniture
32%
Financial products
(insurance, loans)

12. 12INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
APAC shoppers are decisive about buying these items online
(with purchases normally checked out in a day):
72%
Groceries and consumer packaged
goods (bath, hair, pet supplies)
75%
Entertainment experiences
(tickets for concerts)
60%
Travel (flights, hotel, tours)

13. 13INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
They let items sit in the cart this long before they purchase
50%
Within the hour/ immediately
8%
1 to 6
days
15%
1 to 6 hours
7%
6 hours
to a day
8%
A week
12%
More than
a week
South Korea
54% Within a day
46% A day or more
China, India, Thailand
58-59% Within a day
41-42% A day or more
Australia, Japan
70-72% Within a day
28-30% A day or more
Singapore, Hong Kong
64% Within a day
36% A day or more

14. 14INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
APAC tops the chart ahead of other regions in abandoning online carts
46%
Americas
43%
Europe
52%
Asia Pacific

15. 15INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
These types of goods get abandoned half the time or all the time
22%
Financial
products
24%
Furniture
25%
Fashion
purchases

16. 16INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
What cause the high
abandonment rate in
APAC?

17. 17INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Top reasons why APAC online shoppers abandon carts
46%
Use it as a visual display
board to compare prices
with other brands
57% Singapore
62% South Korea
35%
Product(s) are
out of stock
45%
Shipping costs are
higher than expected
60% Australia
48% Thailand
54% India
51% Japan
42% Hong Kong
33%
No discount/ promotion
46% China

18. 18INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
So what do they wish to
see more from brands for a
better online purchase
experience?

19. 19INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
56%
Discount/ promotion
notification
37%
Discounts with additional
purchase notification
26%
Timely response to queries
about the item
Consumers want to see more of these from brands

20. 20INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
56%
Easy exchange via free return
labels or nearby lockers
51%
Comparison tools to compare prices
and specifications of products within
the same website
40%
A physical store that they can go
to test or try out products
39%
Virtual or augmented reality technologies
to help shoppers picture how the product
will look like in real life
36%
Different types/ sizes of the same
product to try on and return
And these...

21. 21INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
What can brands do to turn
this around?

22. 22INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
#1 Know thy customer
Brands need a view of the consumer
across all touchpoints, at all times, and
advanced analytics to anticipate
customer behaviours and understand
real-time intent.
In other words, brands need an
omnichannel strategy.

23. 23INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
#2 It’s not all about discounts
Cart abandonment can be an
opportunity. Instead of slashing prices
to hook consumers, brands can
analyse cart data to better understand
the customer journey, such as items
selected and discarded, navigational
steps, time spent completing specific
actions, and the precise point of
abandonment.

24. 24INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
#3 Align your enterprise
Supply chain and logistical decisions
have a direct impact on sales.
Integrating back-office and e-commerce
systems provides a view of online and
instore availability, alternative
suggestions for out-of-stock items, and
delivery options and timelines, thus
offering a seamless customer
experience that increases sales.

25. 25INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
We hear the term omnichannel a
lot, but what does it mean to be
truly omnichannel?

26. 26INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Sid Srinivasan, what do you think
of the SAP Consumer Propensity
Study’s findings? Can your
business relate to those?

27. 27INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Can you share with us the
journey that led you to build
TataCLiQ.com?

28. 28INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
What are some innovative
approaches Tata CLiQ are taking
to continually deliver better online
shopping experiences?

29. 29INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Kosta, what are key trends today in
digital commerce and how do you see
it evolves in the next three years?

30. 30INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
1 2 3
Phygital AI, AI, & AI
Contextual
Engagement
What’s happening today?

31. 31INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
1 2 3
Customer Recognition Next Best Action
Experience is the
Product
Where are we heading?

32. 32INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Where else?
VIRTUAL COMMERCE
IOT-COMMMERCE
VOICE COMMERCE
DELIVERY OPTIONS
M-COMMERCE VOICE SEARCH
AUGMENTED REALITY

33. 33INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Are these findings in line with
what you have seen so far?

34. 34INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
What are some of the common
pitfalls that businesses fall into
when it come to digital
commerce?

35. 35INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Who Am I? Trust & Compliance
Blast Through
The Noise

36. 36INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Share with us some best
practices in implementing digital
commerce solution.

37. 37INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Best Practices
1. Go Omnichannel.
2. Contextual Marketing.
3. Don’t always discount.
4. Embrace new technologies.
5. Never disregard supply chain management.
6. Leverage your data.

38. 38INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Sid Mitra, there are so many
commerce solutions out there,
why did you choose SAP
Commerce solution?

39. 39INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
What advice would you give to
companies out there who are
looking to implement digital
commerce solution?

40. 40INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
What’s next for Tata CLiQ?

41. 41INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
What does a perfect digital
commerce experience look
like?

42. 42INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
• An exceptional digital commerce experience
does not happen overnight. It requires re-
evaluation of your core systems and investments to
transform your business processes.
• Many organisations still struggle to create
connected, personalised, and engaging experiences.
Brands need a complete intelligent customer
experience enterprise that provides a real-time,
360-degree view of the individual customer.
Key takeaways
GET THE FULL REPORT HERE
cx.sap.com/consumer-report2018

43. Contact information:
Rita Marini
Sr. Director & Head of GTM Marketing, APJ & GC
SAP Customer Experience
Rita.marini@sap.com
+65 965 33 151
Thank you.