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Image Source: nocamels.com
REIMAGINING RETAIL@ j o h n b a t i s t i c h
5 D I S R U P T O R S
1 2 R E TA I L S H I F T S
6 C U S T O M E R E X P E R I E N C E M O M E N T S
8 C A P A B I L I T I E S
5 O P P O R T U N I T I E S
DISRUPTORS5
DEMOGRAPHIC POWER EAST
SUSTAINABILITY GEN/ROBO/NANOClimate change
Resource shortagesrising costs
Accessto clean water
Resource nationalism
Carbon economy
Increased regulation
Solar/geo-thermal/nuclear green technology
Packaging/waste/carbon taxes
Eco-cynicism/hopelessness?
Oil free economy
Community shared value
1 billion new mouths
Yuan becomesbenchmark currency
90% of the world’s PhDs
Alibaba, Biadu & Sohu
Market expansion
Asset ownership
Product sourcing
Servicesoutsourcing
Asian values& aesthetics
Resource competition
Inbound tourism growth
Next generation genomics(health/food)
Synthetic biology
Surgical, prosthetics& exoskeleton
Merging health care with insurance & finance
Wearable/implanted sensors
Advanced robotics(sensing/AI)
Robotic security& care
Robotic & drone warfare
Advanced materials(carbon/graphene)
Self healing, self cleaning
Energy storageAdapted from the work of Richard Watson
Sydney & Melbourne the size of London today
Higher densities
Increasing life-spans. Live to 150
Declining fertility
Cotton wool kids. Digitallyconsumed youth
Rise in SINKs & DINKs
Increased immigration
Higher ethnicity
Urban-rural polarisation
Smaller households
CONNECTIVITY
M o b i l e m i c r o m o m e n t s n e a r m e
A u t o m a t i o n o f k n o w l e d g e w o r k
C l o u d t e c h n o l o g y
2 B i l l i o n s m a r t p h o n e s g r o w i n g + 3 0 %
1 0 b i l l i o n s m a r t c o m m u n i c a t o r s
5 b i l l i o n a c t i v e s o c i a l n e t w o r k u s e r s
L o c a t i o n - b a s e d s e r v i c e s
S e a m l e s s m o b i l e p a y m e n t s
I n c r e a s i n g c o l l a b o r a t i o n
W e a r a b l e t e c h n o l o g y
E v e r y t h i n g p e r s o n a l i s e d
A c c e l e r a t i o n o f c o n n e c t e d e v e r y t h i n g ( 1 % )
H u n g e r f o r r e a l s h a r e d e x p e r i e n c e s
C y b e r t h r e a t s & P r i v a c y r i s k s
Adapted from the work of Richard Watson
RETAIL SHIFTS12
“THE FUTURE IS HERE.
IT’S JUST NOT WIDELY DISTRIBUTED YET”
W I LLI A M G I B SO N
warbyparker.com
W A R B YPA R K E R .C O M R A PH A .C O M
B O NO B O S.C O M NE W LO O K & TA R G E T
ONE SEAMLESS EXPERIENCE
“PURE PLAY ONLINE RETAIL IS GOING AWAY. THEY’LL
OPEN STORES OR GO OUT OF BUSINESS. RETAILERS
WILL BE GREAT AT DIGITAL BUSINESS OR THEY WILL
GO AWAY.”
PR O FE SSO R SC O T T G A LLO W AY NYU & L2 FO U NDE R 9
B O NDS
B LA C K MO R E S SA MSU NG
NE ST LEQ U A NT I U M+ DATA R E PU B LI C +
DIRECT CUSTOMER
RELATIONSHIP
“SPEAKING ‘CUSTOMER’, USES A DIFFERENT SET OF METRICS TO
MEASURE SUCCESS, WHICH REVOLVE AROUND THE SHOPPER, FOR
EXAMPLE, SALES PER CUSTOMER AND PROFITS PER CUSTOMER.
WHAT IT INVOLVES IS A WHOLE ORGANISATION LEARNING THAT
DIFFERENT LANGUAGE, IT INVOLVES A VERY DIFFERENT SET OF
INVESTMENT PRIORITIES.”
SIR CHARLIE MAYFIEL CHAIRMAN JOHN LEWIS PARTNERSHIP
NI K E A MA Z O N.C O M
McDO NA LDSMA K E R B O T
PERSONALISED CUSTOMISED
CONTEXTUAL NEAR ME
CONTENT
JO H N LE W I S
MA C YSTA R G E T
U B E R I NSTA G R A M
ST R I PE DE LI VE R O O
ONE CLICK ON-DEMAND
PURCHASE
B O DY SH O P
C & A
R O O MYS
REAL TIME SOCIAL
VM/CONTENT
CULTIVATING COMMUNITY
NI K E PE LE T O N
W A LG R E E NST O M’ S
EASY FAST FULFILMENT
A MA Z O N.C O MJO H N LE W I S
SE PH O R A B U R B E R R Y
McDO NA LDSR E B E C C A MI NK O FF
SMART STORES/FULL
INVENTORY
PURPOSE, PLACE & PRODUCT
NI K EA PPLE
E ATA LY T H E G R O U NDS
Don’t Remember
AUTHENTIC STORYTAILING
21
PASSIONATE INFORMED
EMPOWERED SERVICE
A PPLE NO R DST R O M
MA C YSSE PH O R A
“OVER THE NEXT 30 YEARS, THERE STILL WILL BE
CUSTOMERS WHO DESIRE FRESH NEW PRODUCT. WHAT
THAT PRODUCT IS, HOW WE SATISFY THE CUSTOMER,
THAT'S OPEN. USING YOUR BEST JUDGEMENT TO
SERVE YOUR CUSTOMERS WILL NEVER CHANGE“
B LA K E NO R DST R O M C E O NO R ST R O M
Image Source: gamesgate.com
EXPERIENCE MOMENTS
6
N E W S H O P P E R J O U R N E Y
ACQUIR
E
U SE &
SHAR
E
DISC OVE R
FIND
BU Y
RELATIONSHIP
(IF YOUWANT IT!)
N O N L I N E A R , L O N G E R D I S C O V E R Y , E A S I E R S E A R C H . M O R E C H A N N E L S . M O R E I N F O R M E D . F U L F I L M E N T
O P T I O N S . M I C R O M O B I L E M O M E N T S N E A R M E .
D I G I T A L I N F L U E N C E S S T O R E
D I G I T A L C H A N N E L S A R E N O W I N F L U E N C I N G M O R E T H A N 6 0 % O F S T O R E S A L E S .
D I G I T A L D R I V E S S T O R E C O N V E R S I O N
S H O P P E R S W H O E N G A G E D I G I T A L L L Y B E F O R E & D U R I N G T H E S T O R E V I S I T A R E O F H I G H E R V A L U E .
CAPABILITIES
8
C U R I O S I T Y & A G I L I T Y
D A TA A N A LY T I C S & P R O F I L I N G
E N G I N E E R I N G / C O D I N G
E X P E R I E N C E D E S I G N
U N D E R S TA N D I N G C O N T E X T / C O N V E R S A T I O N S
P E R S O N A L I S I N G C O N T E N T
C O L L A B O R A T I O N
E M P O W E R E D S E R V I C E
OPPORTUNITIES5
PURPOSE
PRODUCT
PLACE
PEOPLE
CONNECTIVITY
C U S T O M E R S O U T S I D E
P A T H T O P U R C H A S E
M A S S M A R K E T
O M N I C H A N N E L
C O M M S & M E D I A
D I G I T A L H Y P E
I N T E R N A L I N N O V A T I O N
L E G A C Y S Y S T E M S
K N O W L E D G E
C U S T O M E R S I N S I D E
S H O P P E R J O U R N E Y
P E R S O N A L I S E D
O N E S E A M L E S S E X P E R I E N C E
C O N T E N T & C O N T E X T
U T I L I T Y
E X T E R N A L P A R T N E R S H I P S
I N T E G R A T E D T E C H S T A C K
A G I L I T Y & C U R I O U S I T Y
R E T A I L F U T U R E S
1.DEVELOP AN ENABLING INTEGRATED TECH STACK
2.HARNESS FULL VIEW INVENTORY TO FULFIL EVERY
SALE
3.EMPOWER SERVICE MOMENTS
4.BUILD A COMPREHENSIVE CUSTOMER VIEW
5.DELIVER COMPELLING PERSONALISED CONTEXTUAL
CONTENT
I N V E S T M E N T F O C U S
SOURCES
DELOITTE L2 PSFK RICHARD WATSON
IMAGES: GOOGLE IMAGES

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Reimagining Retail by @JohnBatistich

  • 1. Image Source: nocamels.com REIMAGINING RETAIL@ j o h n b a t i s t i c h
  • 2. 5 D I S R U P T O R S 1 2 R E TA I L S H I F T S 6 C U S T O M E R E X P E R I E N C E M O M E N T S 8 C A P A B I L I T I E S 5 O P P O R T U N I T I E S
  • 4. DEMOGRAPHIC POWER EAST SUSTAINABILITY GEN/ROBO/NANOClimate change Resource shortagesrising costs Accessto clean water Resource nationalism Carbon economy Increased regulation Solar/geo-thermal/nuclear green technology Packaging/waste/carbon taxes Eco-cynicism/hopelessness? Oil free economy Community shared value 1 billion new mouths Yuan becomesbenchmark currency 90% of the world’s PhDs Alibaba, Biadu & Sohu Market expansion Asset ownership Product sourcing Servicesoutsourcing Asian values& aesthetics Resource competition Inbound tourism growth Next generation genomics(health/food) Synthetic biology Surgical, prosthetics& exoskeleton Merging health care with insurance & finance Wearable/implanted sensors Advanced robotics(sensing/AI) Robotic security& care Robotic & drone warfare Advanced materials(carbon/graphene) Self healing, self cleaning Energy storageAdapted from the work of Richard Watson Sydney & Melbourne the size of London today Higher densities Increasing life-spans. Live to 150 Declining fertility Cotton wool kids. Digitallyconsumed youth Rise in SINKs & DINKs Increased immigration Higher ethnicity Urban-rural polarisation Smaller households
  • 5. CONNECTIVITY M o b i l e m i c r o m o m e n t s n e a r m e A u t o m a t i o n o f k n o w l e d g e w o r k C l o u d t e c h n o l o g y 2 B i l l i o n s m a r t p h o n e s g r o w i n g + 3 0 % 1 0 b i l l i o n s m a r t c o m m u n i c a t o r s 5 b i l l i o n a c t i v e s o c i a l n e t w o r k u s e r s L o c a t i o n - b a s e d s e r v i c e s S e a m l e s s m o b i l e p a y m e n t s I n c r e a s i n g c o l l a b o r a t i o n W e a r a b l e t e c h n o l o g y E v e r y t h i n g p e r s o n a l i s e d A c c e l e r a t i o n o f c o n n e c t e d e v e r y t h i n g ( 1 % ) H u n g e r f o r r e a l s h a r e d e x p e r i e n c e s C y b e r t h r e a t s & P r i v a c y r i s k s Adapted from the work of Richard Watson
  • 7. “THE FUTURE IS HERE. IT’S JUST NOT WIDELY DISTRIBUTED YET” W I LLI A M G I B SO N
  • 8. warbyparker.com W A R B YPA R K E R .C O M R A PH A .C O M B O NO B O S.C O M NE W LO O K & TA R G E T ONE SEAMLESS EXPERIENCE
  • 9. “PURE PLAY ONLINE RETAIL IS GOING AWAY. THEY’LL OPEN STORES OR GO OUT OF BUSINESS. RETAILERS WILL BE GREAT AT DIGITAL BUSINESS OR THEY WILL GO AWAY.” PR O FE SSO R SC O T T G A LLO W AY NYU & L2 FO U NDE R 9
  • 10. B O NDS B LA C K MO R E S SA MSU NG NE ST LEQ U A NT I U M+ DATA R E PU B LI C + DIRECT CUSTOMER RELATIONSHIP
  • 11. “SPEAKING ‘CUSTOMER’, USES A DIFFERENT SET OF METRICS TO MEASURE SUCCESS, WHICH REVOLVE AROUND THE SHOPPER, FOR EXAMPLE, SALES PER CUSTOMER AND PROFITS PER CUSTOMER. WHAT IT INVOLVES IS A WHOLE ORGANISATION LEARNING THAT DIFFERENT LANGUAGE, IT INVOLVES A VERY DIFFERENT SET OF INVESTMENT PRIORITIES.” SIR CHARLIE MAYFIEL CHAIRMAN JOHN LEWIS PARTNERSHIP
  • 12. NI K E A MA Z O N.C O M McDO NA LDSMA K E R B O T PERSONALISED CUSTOMISED
  • 13. CONTEXTUAL NEAR ME CONTENT JO H N LE W I S MA C YSTA R G E T
  • 14. U B E R I NSTA G R A M ST R I PE DE LI VE R O O ONE CLICK ON-DEMAND PURCHASE
  • 15. B O DY SH O P C & A R O O MYS REAL TIME SOCIAL VM/CONTENT
  • 16. CULTIVATING COMMUNITY NI K E PE LE T O N W A LG R E E NST O M’ S
  • 17. EASY FAST FULFILMENT A MA Z O N.C O MJO H N LE W I S
  • 18. SE PH O R A B U R B E R R Y McDO NA LDSR E B E C C A MI NK O FF SMART STORES/FULL INVENTORY
  • 19. PURPOSE, PLACE & PRODUCT NI K EA PPLE E ATA LY T H E G R O U NDS
  • 21. 21 PASSIONATE INFORMED EMPOWERED SERVICE A PPLE NO R DST R O M MA C YSSE PH O R A
  • 22. “OVER THE NEXT 30 YEARS, THERE STILL WILL BE CUSTOMERS WHO DESIRE FRESH NEW PRODUCT. WHAT THAT PRODUCT IS, HOW WE SATISFY THE CUSTOMER, THAT'S OPEN. USING YOUR BEST JUDGEMENT TO SERVE YOUR CUSTOMERS WILL NEVER CHANGE“ B LA K E NO R DST R O M C E O NO R ST R O M
  • 24. N E W S H O P P E R J O U R N E Y ACQUIR E U SE & SHAR E DISC OVE R FIND BU Y RELATIONSHIP (IF YOUWANT IT!) N O N L I N E A R , L O N G E R D I S C O V E R Y , E A S I E R S E A R C H . M O R E C H A N N E L S . M O R E I N F O R M E D . F U L F I L M E N T O P T I O N S . M I C R O M O B I L E M O M E N T S N E A R M E .
  • 25. D I G I T A L I N F L U E N C E S S T O R E D I G I T A L C H A N N E L S A R E N O W I N F L U E N C I N G M O R E T H A N 6 0 % O F S T O R E S A L E S .
  • 26. D I G I T A L D R I V E S S T O R E C O N V E R S I O N S H O P P E R S W H O E N G A G E D I G I T A L L L Y B E F O R E & D U R I N G T H E S T O R E V I S I T A R E O F H I G H E R V A L U E .
  • 28. C U R I O S I T Y & A G I L I T Y D A TA A N A LY T I C S & P R O F I L I N G E N G I N E E R I N G / C O D I N G E X P E R I E N C E D E S I G N U N D E R S TA N D I N G C O N T E X T / C O N V E R S A T I O N S P E R S O N A L I S I N G C O N T E N T C O L L A B O R A T I O N E M P O W E R E D S E R V I C E
  • 31. C U S T O M E R S O U T S I D E P A T H T O P U R C H A S E M A S S M A R K E T O M N I C H A N N E L C O M M S & M E D I A D I G I T A L H Y P E I N T E R N A L I N N O V A T I O N L E G A C Y S Y S T E M S K N O W L E D G E C U S T O M E R S I N S I D E S H O P P E R J O U R N E Y P E R S O N A L I S E D O N E S E A M L E S S E X P E R I E N C E C O N T E N T & C O N T E X T U T I L I T Y E X T E R N A L P A R T N E R S H I P S I N T E G R A T E D T E C H S T A C K A G I L I T Y & C U R I O U S I T Y R E T A I L F U T U R E S
  • 32. 1.DEVELOP AN ENABLING INTEGRATED TECH STACK 2.HARNESS FULL VIEW INVENTORY TO FULFIL EVERY SALE 3.EMPOWER SERVICE MOMENTS 4.BUILD A COMPREHENSIVE CUSTOMER VIEW 5.DELIVER COMPELLING PERSONALISED CONTEXTUAL CONTENT I N V E S T M E N T F O C U S
  • 33. SOURCES DELOITTE L2 PSFK RICHARD WATSON IMAGES: GOOGLE IMAGES