The Digital Retailer: Finding and Engaging Your Customers
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Traditional retailers are under assault from the demands of the digital economy. The power is shifting from the enterprise to consumers, who are demanding interactive, personalized experiences, wherever they are, whenever they need it. For these consumers, a different retailer is just a click away. In this webcast, Norman Woodard from Accenture and Apigee’s Brian Pagano describe the latest technologies retail companies use to analyze and understand their customers: where they are, on what channels and devices, and how they interact with the retailer. We will explore how building deep insights about customers' context helps retailers provide the relevant, individualized experiences that increase customer engagement. Join to learn: - Consumer trends and the opportunities for retailers - Evolving legacy systems with adaptive apps and APIs - Achieving success as a digital retailer - Retailers that have already started their digital journey Download Podcast: http://bit.ly/1ym9mbc
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The Digital Retailer: Finding and Engaging Your Customers
- 1. The Digital Retailer: Finding and Engaging Your Customers
- 2. Brian Pagano Apigee © 2014 Apigee Confidential – All Rights Reserved Norman Woodard Accenture @brianpagano norman.woodard@accenture.com
- 3. A fundamental shift in how we do things
- 5. It’s the 3rd wave of digital 1990s Desktop web 2000s Mobility 2010s Living services Complexity Accenture ©2014
- 6. Bigger scale New demands of the digital economy More data Faster speed Broader range of devices
- 7. The seamless nonstop customer Online On the go In stores Social media networks $ Accenture, “Seamless Retail”, ©2014
- 8. New retail services Accenture, “Seamless Retail”, ©2014
- 9. To survive and thrive, retailers need to fundamentally reinvent themselves Partnerships Right partners who own certain capabilities, thereby minimizing investment burden on the retailer Platforms New disruptive technologies such as APIs, mobile, social, cloud, and big data gain momentum as digital conduits Operations Buying, placement and promotion of merchandise, having inventory visibility, developing pricing strategies, and managing metrics and incentives across channels Customer Seamless experience across channels Accenture, “Seamless Retail”, ©2014
- 10. Walgreens QuickPrints API Prescription API Balance Rewards API Up to 15% revenue share from partners Over 75 partner apps using APIs 6x sales increase vs. store only
- 11. Trends in retail technology Digital retailing 1. Customer-centric 2. Omni-channel integration 3. Maturing of predictive analytics 4. Expand mobility 5. Real-time seamless supply chain 6. Move to variable cost model/cloud computing Accenture, “Retail Technology Vision 2014: Every Retailer Must be a Digital Retailer”, ©2014 CUSTOMERS PARTNERS EMPLOYEES
- 12. Building blocks for retail success Rethink your P&L Re-imagine your supply chain Accenture, “Winning the 24/7 Digital Customer”, © 2014 Unlock big data Double down on analytics Offer 100% inventory visibility Provide engaging content Thoughtfully design experience
- 13. Got apps up and running in 30% less time 15x increase in API calls in under 2 years Growth in apps from 78 to 1,455 in six months AT&T
- 14. Extend Nike+ platform and data NikeFuel: the currency for measuring activity Nike 28M+ members Unique and valuable services Exploring data with NikeFuel Grow user base to 100m with partnerships
- 15. Questions? Brian Pagano Apigee Norman Woodard Accenture @brianpagano norman.woodard@accenture.com
Editor's Notes
- The reality is that today’s digital economy requires a paradigm shift in the way business and IT operate. The environment you’re facing isn’t just the next gradual step in the development of online commerce. It’s an entirely new world that’s moving—and changing—faster than ever. And with it, it’s bringing a rising tide of consumer, partner, and employee expectations. As the edge of the business moves out to new devices and experiences, that pressure will keep growing. Websites and online coupons won’t cut it; in this world, you need tailored smartphone apps and personalized experiences that keep up with accelerating demands.
- How will Living Services change our lives? Automation of low maintenance decisions Long term learning from what we do Analytics will be central Powered by data Collected from sensor rich objects And everyday services
- Using Apigee edge running on-premises, AT&T was able to deploy open, partner, and internal APIs to enable innovation inside and outside the company. As a result, AT&T developer on-boarding time has shrunk from months to days, sometimes even hours. They’ve notched productivity gains as high as 25%, in part because of Apigee’s ‘configure instead of code’ approach. They’ve even shortened the time to get a new app up and running by as much as 30%. These numbers translate to some major transformations in AT&T’s service delivery. The number of API calls increased 15x to 4.5 billion in the first two years of the program. By the end of 2013 the number of APIs on AT&T’s platform grew to 1,455 compared to 78 just six months earlier.