This document summarizes a presentation about trends in retail and commerce. The presentation covers: 1) The shifting landscape of customer experience, where expectations are rising as technologies enable more personalized experiences across channels. Corporates are struggling to keep up with these rapid changes. 2) Content-driven commerce, which is about engaging customers across all touchpoints through relevant, contextual experiences. This requires a platform that fosters best-in-breed solutions while simplifying customer experience management. 3) Disruptive retail, where customers expect engagement anywhere, anytime, on any device. The future is omni-commerce that treats each customer as an individual. Solutions must deliver end-to-end optimization for both customers and enterprises

1. presented by David Stover
Global Solution Management
Lead – Mobile, Store, Pricing,
hybris

2. Trends In Retail & Commerce
i.e., the customer is taking over your company…
how are you helping them?

4. Agenda
• The shifting landscape of customer experience
• Content-driven commerce
• Disruptive retail

5. The shifting landscape of
customer experience

6. Our pre-conditioned
thinking
THE SHIFTING LANDSCAPE OF EXPERIENCE

7. The customer is our CEO
THE SHIFTING LANDSCAPE OF EXPERIENCE

9. Corporate cultures are
playing catchup
• humans and organisations aren’t adapting as quickly as Moore’s Law
• digital technologies create ‘winner take all’ economics
• behaviour economics are as important as ever – “the more choices you have
the more your values matter.”
• all economic / financial decisions must be “point-forward decisions”
THE SHIFTING LANDSCAPE OF EXPERIENCE

10. Corporate cultures are
playing catchup
• consumers don’t want to be sold to, they want to be able to persuade
themselves
• web-scraping/matching millions of sku’s daily, narrative science writing
news stories, automated hr hiring with a better success rate than human hr
departments, etc
• cognitive agility is the new organisational ‘must have’… making sense of
‘weak signals’
THE SHIFTING LANDSCAPE OF EXPERIENCE

11. Customer expectations are off
the charts
THE SHIFTING LANDSCAPE OF EXPERIENCE

13. Customer expectations are off
the charts
THE SHIFTING LANDSCAPE OF EXPERIENCE

15. Content-driven Commerce

16. What is an omni-experience?
CONTENT-DRIVEN COMMERCE
Column A Column B Column C
Seamless Channel Solution
Unified Shopping Experience
Integrated Customer Engagement
Optimized Social Interaction
Converged Mobile Platform

17. Delivering total customer
engagement
is about engaging
across all touchpoints
in a relevant,
contextual way
CONTENT-DRIVEN COMMERCE

18. Delivering total customer
engagement
A platform that fosters
best of breed while at the
same time simplifies
customer experience
management
CONTENT-DRIVEN COMMERCE
APIs
SAP HANA
Master
Data
Experience
Mgmt
Order
Management
Omni-Channel
Commerce Logic
Customer Data Management / Profile
Event Engine
Marketing Data
Management
(DMP)
Relevance
Engine
Marketing Delivery
Web Analytics
CEI
Cloud for
Service
Campaign
Management
Social
Analytics
Media
Optimization
CEC
Platform
Cloud for
Sales

19. EVERY TOUCHPOINT.
EVERY CHANNEL.
GLOBAL. FLEXIBLE.
OMNI-CHANNEL COMMERCE &
CUSTOMER ENGAGEMENT.

20. Creating one experience
CONTENT-DRIVEN COMMERCE
Enable brand consistency in
terms of the context of
underlying product content,
offers, promotions content,
across all customer
touchpoints and all products
and services.
Provide a real-time system
of reference that enables
single views of product,
pricing and promotions,
inventory, orders and
customers.
Don’t just incorporate;
optimise for mobile.
Platform that is built on
an open foundation and
easily integrates end-to-
end legacy systems as well
as emerging touchpoints
and experience-focused
technologies.

21. High Value points to your Company‘s
Omni-Commerce Strategy
CONTENT-DRIVEN COMMERCE
Source: RSR Research

22. CONTENT-DRIVEN COMMERCE
web mobile legacydigital goodsmarketplace contentInternet of things
Trading partners & suppliers
Single View of
Stock
Single View of
Customers
Single View of
Orders
Single View of
Product
Serving the digital & physical

23. CONTENT-DRIVEN COMMERCE
Requires silo-free management
Absorb Data from
Disparate Sources and
Supply it Uniformly
to all Users Anywhere,
Anytime, Any Device

24. Disruptive Retail

25. anywhere…anytime…any device…
• customer engagement solutions must deliver end-to-end optimisation for
customers and the enterprise alike.
• hybris & SAP provide the only solution that can enable a total experience.
• our goal is not just to be the best; it’s to be the best in an entirely new
software category.
• the future of retail is omni-commerce where every individual consumer is
treated and supported as an individual.
DISRUPTIVE RETAIL

26. anywhere…anytime…any device…
DISRUPTIVE RETAIL
YOUR CUSTOMER.
ATHOME. ONTHESTREET. ENGAGEDONYOUR
WEB,BRANCH,STORE,ORSITE. ALWAYSON.
YOUR PLATFORM.
ONYOURPREMISE. INTHECLOUD- YOURS,OURS
ORPUBLIC. ALWAYSON.

27. anywhere…anytime…any device…
DISRUPTIVE RETAIL
YOUR CUSTOMER.
ATHOME. ONTHESTREET. ENGAGEDONYOUR
WEB,BRANCH,STORE,ORSITE. ALWAYSON.
YOUR PLATFORM.
ONYOURPREMISE. INTHECLOUD- YOURS,OURS
ORPUBLIC. ALWAYSON.

28. “What happens after wh
happens next?”
We’re almost free, everyone! … I just felt the first
drop of rain.”

29. Thank You.
David Stover