1. Shopping 2020 &
Omnichannel Vision
Jerry J. Stam
© 2013 IBM Nederland B.V.

2. Revenue 2012:
USD104.5 billion
Net income:
USD16.6 billion
Total assets:
USD119.2 billion
Number of employees: 434.246
www.shopping2020.nl
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@ibm_retail_nl
nl.linkedin.com/in/jerrystam/
© 2013 IBM Nederland B.V.

3. The IBM portfolio is uniquely qualified to support Retail
Smarter Analytics
Social Business
Smarter Commerce
Turning information
into insights
Connecting and empowering
customers
Putting the customer at the
center of the business
IBM achieved the #1 leadership position in the “Triple Crown” of eCommerce reports: Forrester's B2B Commerce
Suites Wave, Forrester's B2C Commerce Suites Wave and Gartner E-Commerce Magic Quadrant
Known IBM software brands include: DemandTec, Cognos, Lotus Notes, SPSS, Netezza, Websphere Commerce
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© 2013 IBM Nederland B.V.

4. Centrale vraag Shopping 2020 :
‘Hoe shopt de consument in 2020 en welke acties moeten worden
ondernomen op nationaal, branche en bedrijfsniveau opdat B2C
ondernemend Nederland succesvol hier op in kan spelen, nationaal én
internationaal?’
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© 2013 IBM Nederland B.V.

5. Shopping 2020 has many supporters
Commissie van
Aanbeveling
Ed Nijpels (voorzitter)
Bernard Wientjes (VNO-NCW)
Arie van Bellen (Directeur ECP)
Martijn van Dam (kamerlid PvdA)
Jan Kees de Jager (vml. Min. Fin.)
Giovanni Colauto (CEO Bijenkorf)
Harry Bruijniks (CEO Euretco)
Ronald van Zetten (CEO Hema)
Joost Romeijn (CEO Sundio Group)
Paul Nijhof (vml. CEO Wehkamp)
Annemarie van Gaal (CEO van Gaal)
Cor Molenaar (Erasmus Universiteit)
Kitty Koelemeijer (Universiteit Nyenrode)
Walther Ploos van Amstel (VU)
Erik Fledderus (Directeur TNO)
Heleen van Oord (Directeur DQ&A)
Herna Verhagen (CEO PostNL)
Nick Jue (CEO ING NL)
Michiel Buitelaar (COO Sanoma Media)
Danny van der Eijk (Chairman Achmea)
Harry van Dorenmalen (CEO IBM Europe)
Program
Board
Support
Team
Travel
Dymfke Kuijpers
Key Themes
Axel Groothuis
…
…
…
Founding Partners:
5
…
…
Expertgroep
Orientation
…
Expertgroep
Technologisch
Expertgroep
Business
models
Expertgroep
Online ondernemen
Customer
Journey
Arjen Bonsing
Expertgroep
Cross Border
(e)Commerce
Expertgroep
Shopper
Behaviour
Future
Trends
Kennis partners:
…
…
Expertgroep
Transaction
…
…
Wetenschappelijke partners:
© Shopping 2020
…
Expertgroep
De Nieuwe
Winkelstraat
…
Expertgroep Delivery
Expertgroep
Politiek /
Juridisch
Expertgroep
Ecologisch
Expertgroep
Omnichannel
Organisatie
Expertgroep
Veiligheid / Fraude
…
Finance
Expertgroep
Future Touchpoints
…
Expertgroep
Selection
…
Retail
Expertgroep Customer
Care
…
Netwerk partners:
Expertgroep
Supply Chain
Smarter
Shopping
…
Expertgroep
Customer data
value management
…
Media partners:
© 2013 IBM Nederland B.V.

6. © 2013 IBM Nederland B.V.

7. Marlies Dekkers, Block Electrostore, Schoenenreus, Free Record Shop, OAD
Reizen, Icentre, Piet Kerkhof, EXPO, De Harense Smid, House of Shoes
http://www.trouw.nl/tr/nl/4504/Economie/article/detail/3529922/2013/10/19/Recordaantal-winkels-failliet.dhtml
© 2013 IBM Nederland B.V.

8. The increasingly important Super Consumers
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Shopping Becomes Deconstructed
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Shopping Becomes Collaborative
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Shopping Becomes Contextual
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Shopping Becomes Real-time Aware
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Shopping Becomes Omnipresent
Shopping Becomes Experiential
© 2013 IBM Nederland B.V.

9. Even more tangible: Behavior and Expectations
•
•
•
•
•
Multitasking/multiscreen
Loyal if unique or added value services
Entertained and inspired
Physical presence too
Personalised
http://www.digitaltrends.com/wp-content/uploads/2011/08/kids-multitasking-multiple-devices.jpg
© Shopping 2020
© 2013 IBM Nederland B.V.

10. “eBay Now offers same-day delivery of a variety of
products from retailers including Best Buy, Macy's,
Target, Walgreens and Home Depot. The delivery
fee is $5 and most orders arrive in an hour or less,
depending on traffic and time of day”
http://risnews.edgl.com/retail-best-practices/ebay-now-to-serve-4-cities-byholidays89033?postalcode=1066v&referaltype=newsletter
cor@cormolenaar.nl - © Shopping 2020
© 2013 IBM Nederland B.V.

11. “The upgraded Google Glass will "work with
future lines of shades and prescription frames"
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http://www.youtube.com/watch?v=a6cNdhOKwi0 / https://www.youtube.com/watch?v=S80mE3kQTJ0
http://www.businessinsider.com/gartner-google-glass-will-save-1b-201311?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+businessinsider+%28Business+Insider%29
© 2013 IBM Nederland B.V.

12. Market research firm Gartner has predicted that
companies using Glass and similar gadgets could
save $1 billion a year within three to five years.
© 2013 IBM Nederland B.V.

13. Retailers must rethink and retool their offerings to
connect with the empowered consumer
How to
use your
store to its
best
potential?
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How to embrace
showrooming?
How do you
provide a
tailored and
personalized
experience?
© 2013 IBM Nederland B.V.

14. http://www.youtube.com/watch?v=Z6_JfIoe9OI
“Finding out what mobile features
customers interact with will be a key driver
for Sport Chek’s future retail strategy.”
Source: http://www.mobilecommercedaily.com/sport-chek-leverages-mobile-to-provide-customized-interactive-in-store-experience
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© Shopping 2020
© 2013 IBM Nederland B.V.

15. http://www.youtube.com/watch?v=GYvWkZedYww
"The Rapha Cycle Clubs are conceived as meeting
places for road racing fans and great places for
like-minded people to hang out"
Source: http://www.bbc.co.uk/news/business-24728406
http://londonliving.at/londons-top-5-cycle-cafes/rapha-cycle-club-by-brinkworth-london/
© 2013 IBM Nederland B.V.

16. "We’re not warehousing anything, all the food
that shows up in our Foodhub is pre-sold, and
goes out to shoppers that same day – that reduces
overhead and makes for a really streamlined
process. Plus, your groceries are a whole lot
fresher when they’re prepped to order."
http://www.forbes.com/sites/daniellegould/2013/09/27/how-good-eggs-raised-8-5m-to-grow-its-online-local-grocery-marketplace/
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© Shopping 2020
© 2013 IBM Nederland B.V.

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cor@cormolenaar.nl - © Shopping 2020
© Shopping 2020
© 2013 IBM Nederland B.V.

18. “MOVE FAST AND BREAK THINGS”
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© 2013 IBM Nederland B.V.

19. Jerry J. Stam MBA MsC LLM
IBM - Senior Managing Consultant
Jerry.Stam@nl.ibm.com
+31651285639
www.shopping2020.nl
@ibm_retail_nl
nl.linkedin.com/in/jerrystam/
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© 2013 IBM Nederland B.V.