The document discusses the evolution of e-commerce in the Czech Republic, highlighting the shift from single-channel retail to omni-channel experiences driven by mobile device penetration. It notes trends like showrooming and webrooming among consumers, as well as preferences for secure payment methods and specific motivators for online shopping. Additionally, it emphasizes the need for retailers to adapt to provide seamless experiences across various channels and devices.

1. Connected
consumers

2. hi
i’m Tom

3. @gizmax
#retailsummitcz

4. head of digital
research

6. market research

7. why i’m here?

8. the current state of
e-commerce

9. studies
e-commerce forAPEK
nielsen global connected commerce

10. Nielsen Admosphere, TNS Aisa, N=500, 15+, internet population
2011 2012 2013 1/2014 8/2014
33%
37%
47%
51%
63% 66%
71%
4%
13%
28%
31%
35%
40%
2015 1/2016
penetration of mobile devices in
Czech Republic

11. have used a smartphone or tablet
to purchase

12. use mobile device for price
comparison at least occasionally
when purchasing in store
29%

13. mobile is no longer only opportunity,
but a necessity

14. if you don’t believe the numbers,
believe photos

15. 2008

16. 2013

17. so how it looks today?

18. shoppers today no longer
simply go to the nearest store
they grab
the nearest digital device

19. once it was simple
single channel

20. channels operate separately,
the customer does not have a seamless
shopping experience
multi channel

21. thanks to technology customer purchases,
anywhere, anytime and from any device

22. omni-channel
is the new
retail reality

23. …to deliver a seamless experience
across all channels and all devices

24. retail must change that did
not end as music industry

25. is e-commerce
friend or foe?

26. showrooming
tried by 52% Czechs

27. webrooming
luxury categories, expensive electronics
and furniture

28. we discovered the trend of
cross-border e-commerce

29. global customer
bought in the foreign e-shop. looking
for authentic foreign brands
and a wider range of products

30. what about Czechs
and payments in e-commerce?

31. Bank transfer
Cash on delivery
Card
At the store
Digital payment system 4 %
10 %
25 %
28 %
28 %

32. why not card?
security and uncertainty

33. barriers of e-commerce
prefer to be able to examine the products
complications in complaint and refund
—

34. motivators of e-commerce
convenience, price, time saving,
range of products, product reviews,
tools (cart, shopping lists)
+

35. but what is
the greatest value?

37. customer
no matter in what channel

38. the future
is amazing ...

39. @gizmax
Tomas Pflanzer