1. www.pwc.com
Retail 2014: The anytime
anywhere universe
Strictly Private
and Confidential
19 June 2014

2. PwC
19 June 2014
2
Retail 2014: The anytime anywhere universe • PwC
Retailers Dilemma
Bandwidth to stay engaged with the customer via text messaging, social media,
Disconnected IT systems Low space availability for online purchase Low
consumer interest in the channel
Insufficient metrics for impact
measurement Cultural barriers within teams and
geographies Low coverage of digital vehicles Lack of an cross-sell
framework
Insufficient ad agency capabilities
Capability changes to adapt to changing customer behaviour
Availability of quality data Consumer cultural barriers Opportunities to
conversion measurement Flow of customer feedback to teams
Seamless
customer experience Lack of strong analytics
framework for customer tracking

3. PwC
19 June 2014
The Total Retail business model
Retail 2014: The anytime anywhere universe • PwC
3

4. Digital execution plans will
have to go beyond ‘defining
the requirement’ and start
co-creating content and
proposition with the
consumer.
The changing role of IT in retail
The retailer has to ‘know the
customer’ and not just stop there.
She has to know the entire
ecosystem and back it with strong
consumption related analytics.
‘Accelerating execution’ will
hold the key to creating the entry
barrier. Designing the digital and
payment ecosystem as an
integral aspect of the IT
architecture will bring in the best
value to the operating model.
Know the
customer
Defining the
requirement
Accelerating
execution
‘Frugal innovation’ will
give the best chance to be
the leader in this journey.
Pilots are being seen in all
aspects including the
loyalty programme, supply
chain, reverse logistics and
payments.
Frugal
innovation
The customer has embraced digital economy in a big way to
discover, engage and transact.

5. PwC
19 June 2014
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Retail 2014: The anytime anywhere universe • PwC
The ever changing portfolio

6. PwC
19 June 2014
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Retail 2014: The anytime anywhere universe • PwC
M-
commerce
Technologies that are increasingly creating disruption
1
Virtual
shopping
2
Clienteling
3
Virtual
dressing
room or
magic
mirror and
the likes
4
Mobile
wallet
5
Real time
social
CRM6
Big data
analytics
7
Gamificati
on
8

7. PwC
19 June 2014
Agility will drive success.....
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Retail 2014: The anytime anywhere universe • PwC
1
Understanding the rapidly evolving digital customer behaviour
2
Understanding how value is created in the digital economy in
the value chain and ecosystem
3
Adopting agile approaches to design, build and integrate
enterprise-wide social, mobile and web solutions

8. The information contained in this document is provided 'as is', for general guidance on matters of interest only. PricewaterhouseCoopers is not herein engaged in
rendering legal, accounting, tax, or other professional advice and services. Before making any decision or taking any action, you should consult a competent
professional advisor.
© 2014 PricewaterhouseCoopers Private Limited. All rights reserved. In this document, “PwC” refers to PricewaterhouseCoopers Private Limited (a limited
liability company in India), which is a member firm of PricewaterhouseCoopers International Limited, each member firm of which is a separate legal entity.
www.pwc.in
Rachna Nath
Retail and Consumer Leader
PwC India
rachna.nath@in.pwc.com