The document discusses how digital disruption is impacting retail organizations and the need to transform. It outlines Avanade's approach to driving retail transformation, which involves connecting the customer experience, employee experience, and digital retail operations. It also discusses how Avanade helps organizations fully leverage Sitecore's capabilities through a strategic approach focused on customer experience, process/governance, measurement, and design-led strategy.

1. 1Confidential © Copyright 2016 Avanade Inc. All Rights Reserved.
DRIVING RETAIL
TRANSFORMATION
Laura Malcolm – Digital Lead, Avanade UK
Amir Dehnad – Digital Marketing Lead

2. 2Confidential © Copyright 2016 Avanade Inc. All Rights Reserved.
DIGITAL DISRUPTION IS
NO LONGER COMING.
IT’S HERE.

3. DIGITAL AGE
The need for change is essential to the digital age
4
As our world becomes more digitised,
the pace of change is accelerating.
Organisations that don’t take the time
to rethink or unlearn old habits may
soon find themselves left behind.
To survive, and thrive, companies must
rethink business models, employee
and customer relationships, risks,
partnerships and more.

4. DIGITAL DISRUPTION FACTORS
New digital technologies & evolving customer expectations
Seamless
omnichannel
Convergence of marketing,
sales and service messages
DIGITAL
MARKETING
CAMPAIGN
MANAGEMENT
+
Known & anonymous
customers
Personalised experience
expectations
New triggers that identify important
events or Moments of Truth
Social
media
Mobile technology with apps
and geolocation capability
Internet
of things
8

5. DIGITAL IN RETAIL
Our Point of View
Digital Customer
“Know your customer and serve
them in ways they expect and
ways you’ve never imagined”
Digital Workplace
“Establish a digital culture that
promotes engagement and
informed actions across
workforces to achieve more”
Strategies
Success in the digital age depend on retailers
connecting
Customer, Employee, and Operations
together
Digital Retail Operations
“Provide seamless and agile operations to enable
digital retail across customers and workplace.”

6. ORGANISATIONAL PRIORITIES ARE DIVERSE
SPEED
QUALIFIED LEADS
81% of organisations say providing a personalised
customer experience is a top three priority. 38% say it’s #1
DIGITAL
PERSONALISATION
60% of consumers change their customer contact channel
based on where they are and what they’re doing
While B2B marketers say lead generation is their #1 goal,
79% of leads never convert into sales
A two-second delay in load time during an e-commerce
transaction results in abandonment rates of up to 87%
SEAMLESS
MULTICHANNEL
EXPERIENCES
Sources: Avanade, NewVoiceMedia, Content Marketing Institute, MarketingSherpa, LivePerson 9

7. 8
FULLY UNLEASHING SITECORE’S ROBUST
CAPABILITIES REQUIRES A DEEP KNOW-HOW AND A
STRATEGIC APPROACH TO ENSURE LONG-TERM
SUCCESS.
ENHANCED
PERSONALISATION
INTEGRATED
CROSS-CHANNEL
EXPERIENCES
POWERFUL
PREDICTIVE
ANALYTICS AND
INSIGHTS
SITECORE RESPONDS WITH POWERFUL
CAPABILITIES
MARKETING-OWNED CAPABILITIES

8. 9
AVANADE TAKES A STRATEGIC APPROACH
Developing priority
consumer journeys and
desired consumer
segments to identify priority
channels and touchpoints.
content needs, information
accessibility and gaps
across all platforms
CUSTOMER
EXPERIENCE
Define the enterprise
messaging, information
management and
operational processes
required to ensure
consistent and connected
experience across
platforms
PROCESS AND
GOVERNANCE
Employing analysis and
performance measures to
identify key areas of focus
for improvement and
replication
MEASUREMENT
Define the project’s goals
and objectives, and create
a holistic strategy to ensure
leveraging of key Sitecore
capabilities
DESIGN-LED
STRATEGY

9. ORGANISATIONAL GOALS FORM THE
FOUNDATIONS
MANAGED SERVICES
AND DEVELOPMENT
Efficient, secure and
reliable delivery of
digital marketing and
application experiences
CUSTOMER
EXPERIENCE
Connecting and
servicing the digital
customer in a B2C or
B2B categories
Unleashing productivity
and collaboration
through a cohesive and
connected workplace
tools
CUSTOMER
RELATIONSHIP
MANAGEMENT
A holistic,
comprehensive view of
customer behaviors and
preferences that power
their experience
EMPLOYEE
EXPERIENCE
10
DRIVE INNOVATION
AND TIME TO MARKET
IMPROVE
EXPERIENCE AND
REVENUE
BUILD LOYALTY
AND RETENTION
INCREASE
PRODUCTIVITY AND
EFFICIENCY

10. 12
DETAILED STRATEGIC
ROADMAPS, WORK PLANS
AND RESOURCE
REQUIREMENTS
STRATEGIC PLANNING AND
PRIORITISATION WITH
TANGIBLE & ACTIONABLES
STEPS
GOAL
PRIORITISATION
& VISION
CREATION
WORKSHOP &
ROADMAP
DEVELOPMENT
PROJECT
PLANNING &
IMPLEMENTATION
GETTING STARTED WITH ADVISORY
MANAGED DELIVERY
SERVICES

11. BRINGING THE
VISION TO LIFE

12. Omnichannel Experience
Unified Commerce
Microsoft Dynamics AX
THE OMNICHANNEL RETAILER
Electronics retailer unified commerce platform
Seamless integration of processes and data between online and offline
channels helps electronics retailer deliver exceptional service levels that
differentiate it from its competition. Sitecore
Avanade Delivered
Microsoft Dynamics CRM

13. DIGITAL ACCELERATOR
DAY
Let us show you how Avanade can take you
through your digital transformation journey
SITECORE
SAFARI
Exploit personalisation, targeting, social
integration and commerce capabilities of
new CDP platform
DEEPEN
CUSTOMER
INSIGHT
Run qualitative research sessions with
both installers and consumers to better
understand their needs and align with
overall strategy
SO WHAT’S NEXT?
ESTABLISH AN ANALYTICS
FOUNDATION
Connect and expand disparate measurement activities to
provide a more holistic, multichannel customer view