Digital Transformation is very though, disruption is everywhere and new retail trends are just around the corner. What is the impact of this "new normal" for consumers and how can your company react?

1. @geworpene
R e t a i l
T h e n e x t B I G w a v e o f
D i g i t a l D i s r u p t i o n
f o r C o n s u m e r s

2. Ward Hemeryck worked as Digital Manager for the federation of the
technology industry Agoria. He started out in data analysis and IT
before joining the marketing and communications team.
He has a profound knowledge of B2B enterprises and making
companies digital to the core.
As a first generation digital native he has a no-nonsense approach to IT
and a focus on helping companies building sustainable digital
strategies. As a trained philosopher, Ward’s focus lays on discovering
problems, demystifying them and redefining them as opportunities.
Ward Hemeryck
Senior Consultant
ward.hemeryck@duvalunion.com
+32 485 20 42 31
@geworpene

3. Sold in +45
countries!
BUY NOW! www.digitaltransformationbook.com

4. What do
These 4 have
in common?

5. Expect a smack in the face…
Digital Disruption is real

6. 1995+
Music
Photography
Video Rental
…
2005+
Print Media
TV
Travel
HR
…
2015+
Retail
Healthcare
Automotive
Education
Telco
Food
FMCG
Banking/Insurance
…
2025
All Safe havens
will be subject
to digital
disruption
…
WAVES OF Disruption

7. What can we learn?

8. What can we learn?

9. Digital Disruption is a story of…
%@geworpene

10. This is NOT our story
YOU THEM
We are COMPLIANT!
We are a TRUSTED partner!
We have DECADES of experience!
We are on SOCIAL MEDIA!
@geworpene

11. YOU
We are COMPLIANT!
We are a TRUSTED partner!
We have DECADES of experience!
We are on SOCIAL MEDIA!
THEM
This IS our story
But your
app sucks
I want
experience
Uhh..ok
Hey this
solves my
problem!
I don’t want
to wait a
week
NEW
@geworpene

12. YOU THEM
The Tipping Point
@geworpene

13. @geworpene
FROM ... ... TO
The Business
Digital
(at the
sidelines)
Digital in
the core

14. @geworpene

15. @geworpene

16. WHO ARE YOU?

17. Are you an active social media user?
Do you embrace new technology?
Who
Are
You?
@geworpene

18. F R O M DIGITIZATION
T O TRANSFORMATION

19. WE NEED TO IMPACT SEVERAL SEGMENTS
WITHIN THE TARGET AUDIENCE
<<< ‘TRADITIONAL’ CUSTOMERS ‘DIGITAL’ CUSTOMERS >>>
CLASSICS CONVERTED DIGITALS RUPTURED
• Not open for
change
• Only traditional
business model
• Classics getting
involved
• Digital is translation
of classic business
• Knows old way but
prefers the new way
• Prefer digital over
traditional business
• Don’t know old way
of business
• Generation Swipe:
digital only

20. APPROACH VARIES PER AUDIENCE (SEGMENTED BY MEDIA CONSUMPTION)
OFFLINE MEDIA ONLINE MEDIA PURCHASE
INFLUENCE:
85%
INFLUENCE:
15%
100% OFFLINE
0% ONLINE
INFLUENCE:
50%
INFLUENCE:
50%
80% OFFLINE
20% ONLINE
INFLUENCE:
20%
INFLUENCE:
80%
60% OFFLINE
40% ONLINE
INFLUENCE:
10%
INFLUENCE:
90%
30% OFFLINE
70% ONLINE
“CLASSIC”
CUSTOMER
“CONVERTED”
CUSTOMER
“DIGITAL”
CUSTOMER
“RUPTURED”
CUSTOMER

21. Slicing the
Elephant
creates Insight

22. @geworpene
CUSTOMER RELATION
ORGANISATION
PRODUCT BUSINESS MODEL
The Future
Proof
Organisation

23. @geworpene
CUSTOMER RELATION
ORGANISATION
PRODUCT BUSINESS MODEL
DIGITIZATION
The Future
Proof
Organisation

24. @geworpene
CUSTOMER RELATION
ORGANISATION
PRODUCT BUSINESS MODEL
TRANSFORMATION
New product - old business model
Old product - new business model
New product - new business model
The Future
Proof
Organisation

25. THE IMPACT OF
D I G I T A L

27. Evolution in
digital retail
First generation
Low logistic complexity

28. First generation
Low value
Low complexity
Low logistic complexity
High value
Low complexity

29. First generation
Low logistic complexity

30. Evolution in
digital retail
First generation
Low logistic complexity
Second generation
Solving more complex user problems

31. Second generation
Solving more complex
user problems:
making decisions

32. Second generation
Solving more complex
user problems:
return policy as marketing

33. Second generation
Solving more complex
user problems:
fitting at home

34. New business models

35. Evolution in
digital retail
First generation
Low logistic complexity
Second generation
Solving more complex user problems
Third generation
High logistic complexity

36. Speed

37. New way of
last mile delivery to make
this happen

38. WHEN
your favorite fresh food
can be delivered in 30 MINUTES,
EXACTLY
WHEN you want it
WHERE you want it
customers will expect the same from
You?

39. W E ’ R E F U C K E D , I T ' S O V E R
WHAT’S YOUR
WFIO MOMENT?

40. Slicing the
Elephant
creates Insight

41. The Glass House
The Package
The Frog
The GatekeeperThe Traveller
The Participant
The Cyborg
THE WHEEL
OF CHANGE
Transparency
Closeness
Responsiveness
Speed / Agility
Authenticity
Accountability
Bi-directional
Humanization
From monolithic to atomic
Small & Simple
APPification
Long Tail
Personalized
Real-Time
Utility / Usability
Value for Money
Agile/Cloud/SaaS
By-passing
Virtualization (services, products,
support, distribution, ...)
Distortion of the value chain
Gatekeeper meets the Second Gatekeeper (the power
of social media)
Fragmentation of (communication) touchpoints
Recommendations
Ambassadorship
Mobile technology
Location / Local
Always on / Instant gratification
Decreased mobility (for society)
De-centralized / NWOW
“Good is good enough”
Small Data
Community
Gamification
Co-creation / Collaboration
The power of the crowd
Empowered Self
(Self-)service
Quantified Self
Wearable Computing
Internet of Things
Big Data
Open Data
Monitoring
Even Smaller
@geworpene

42. The relationshipis changing
between the organization and the
outside world.
The Glass House

43. The Glass House Accountability Proximity Responsiveness Bi-directional Humanization AuthenticityTransparency
NEW WAYS OF INTERACTING
Brands are increasingly experimenting
with chatbots to help consumers find
the right products.
https://vimeo.com/174790467

44. The evolution of unbundling and
how this changes your products,
services and go-to-market.
The Package

45. The Package APPification Long Tail Personalized Experience Speed PriceMonolithic vs. Atomic (Self-)service Scalability
SAME PRODUCTS,
SUPERIOR EXPERIENCE
Suitcase is a Belgian startup where style
advisors create handpicked tailored
outfits to your preferences and budget,
which get home delivered.
suitcase.be

46. The position in the value chain
is challenged. You can bypass, or
be bypassed.
The Frog

47. The Frog Bypassing Virtualization Fragmentation of touchpoints
FRAGMENTATION &
THE BATTLE FOR TOP-OF-MIND
Products can be bought in more and
more places, everyone is fighting to be
top-of-mind with the consumer.

48. Opinion makingis challenged.
New players can dominate the
attention of people.
The Gatekeeper

49. ALIBABA VS. WALMART
ON SCALABILITY
To get 10.000 new customers,
it takes Alibaba 2 servers, vs.
Walmarts logistics centers,
stores and employees.
youtube.com/watch?v=f9kKgelCJRE
The Package APPification Long Tail Personalized Experience Speed PriceMonolithic vs. Atomic (Self-)service Scalability

50. Primary location and placeof
consumption are changing. There is
a need to merge offline and online
The Traveller

51. The Traveller Place Utility Empowered self Instant gratification New way of working Contextual awareness
SKIPPING THE CHECKOUT
Amazon Go allows customers to shop
without the checkout process by using
cameras, image analysis and sensors.
amazon.com/b?node=16008589011

52. Consumers are uniting. The
power of the crowd can be
good or bad for your organization.
The Participant

53. The Participant Community Power of the crowd Sharing economyCollaboration
Power of the crowd is growing
through digital
Hypertransparant, social and
environmentally responsible. These
butchers get pre-financed.
deeleenkoe.be

54. Technologykeeps progressing.
We are only at the beginning of
the digital revolution.
The Cyborg

55. The Cyborg Wearables Quantified SelfInternet of Things Robotics Data Monitoring
AMAZON’S VOICE CONTROLLED
VIRTUAL ASSISTANT
Amazon’s Echo works with its Alexa
virtual assistant that let’s you control
anything smart in your household and
order products.
amazon.com/Amazon-Echo-Alexa/

56. The Cyborg Wearables Quantified SelfInternet of Things Robotics Data Monitoring
IBM & SALESFORCE TEAM UP
WITH ARTIFICIAL INTELLIGENCE
Retailers will be able to automatically
send highly personalized & localized
campaigns to shoppers, through the
combined efforts of Einstein’s CRM data
and Watson’s retail industry data & local
shopping patterns.
uk.businessinsider.com/ibm-brings-watson-to-
salesforce-2017-3?r=US&IR=T
+
Salesforce CEO Marc Benioff & IBM CEO Ginni Rometty
WATSON
EINSTEIN

57. @geworpene
in a HYBRID WORLD
I believe
D
D
D D
M
M M
M

58. @geworpene
HYBRID Digital
>

59. @geworpene
THE HYBRID
SALES

60. @geworpene
LIFE LONG
LEARNING

61. @geworpene
ONLINE MARKETING

62. @geworpene
"We always overestimate
the change that will occur
in the next two years and
underestimate the change
that will occur in the next
ten. Don't let yourself be
lulled into inaction."
Bill Gates

63. @geworpene
OPEN UP TO
technology & tools
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TRENDS
PICK UP
NEW SKILLS

64. My slides on
www.speakersbase.com/ward
www.duvalunionconsulting.com
@geworpene
ward.hemeryck@duvalunion.com