The disruptive digital revolution, which has hit society and everybody’s everyday life, is changing the way we think, social interactions and consumer behaviors. Consumers are more and more engaged, protagonists and always connected. In such a context, technologies and platforms are the new elements of disruption. The booming e-Commerce industry itself is shifting towards an on-offline scenario, enabling an integrated, fluid, multichannel customer journey.

1. The omnichannel
e-Commerce revolution
Dirk Pinamonti
Head of e-Commerce, Nexi Payments
ROME - APRIL 13/14 2018

2. 2
Digital disruptors are revolutionizing industries and
consumer behaviours through platforms and technology
The world’s
largest taxi
company
doesn’t own
any taxis
The world’s
largest
hospitality
player
doesn’t own
any hotels
The worlds’s
largest telco
doesn’t own
any telecom
infrastructure
The worlds’s
largest
editor
doesn’t
produce any
content
The worlds’s
largest motion
picture
company
doesn’t own
any cinemas
The worlds’s
largest
software
providers
don’t
produce any
apps
The worlds’s
largest
recruiting
company
doesn’t own
any agencies

3. 3
New consumers and new behaviours stimulated by
the digital revolution
 YOUNG ADULTS
 Boom of the 3RD DIGITAL GENERATION
 Continuous BROADCAST of personal & public content
 COLLECTIVE ACTIVITIES: co-working, sharing economy,
uberization of services
 GAMIFICATION of social relations
 BRANDED EDUCATION: brands interact directly with
their customers
 SHOPPABLE & WEARABLE MEDIA
 New golden era for HANDICRAFT products
 PERSONALIZATION Vs. MASS PRODUCTION

4. 4
More density and digital convergence
MOBILE & SOCIAL,
ALWAYS & EVERYWHERE
PRODUCTS, SERVICES &
PROCESSES ARE DATA DRIVEN
STORES ARE CHANGING
THEIR ROLES
PRODUCTS BECOME DIGITAL
TOUCHPOINTs
VIRTUALITY & AUGMENTED REALITY
INCREASES THE INTERACTION WITH
THE CUSTOMER
VOICE ENABLED ACTIONS,
ALSO SHOPPING
THE HOUSE & THE CAR
ARE BECOMING DIGITAL
PLATFORMS
DEVICES WILL ORDER
EXPENDABLES AND RECHARGES
ON THEIR OWN

5. 5
Customer Engagement: the new scenario
Customer Driven Vs. Company Driven
Omni-channel
Touch Points everywhere
Big Data
Mobile first
Social Media
Experience Design
Interoperability
Internet of Things
Uberized Economy
Learning Economy
Sharing Economy

6. 6
The ongoing evolution of the Super Consumer.
The consumer is King again.
• One channel for
marketing, sales &
post-sales
interactions
• New blurring
boundaries and links
between company
functions
Mobile
always & everywhere
Social
Before, during and after
the shopping experience

7. 7
The retail sector has been taken over by digital
trasformation by storm
Source: Global Center for Digital Business Transformation, Cisco 2015
#3 Retail
The impact of the digital ecosystem on retailing
• The retail world has been radically changed in the last years
• The retail environment has been totally disrupted
• The new paradigms are Onlife Retail, Always Connected
Retail and Everywhere Commerce
• Business models are more and more linked, interwoven and
interconnected
• We are in the age of a B2C2C2B model
Traditional players are taking on new roles
and new players are showing up

8. 8
The digital era triggers new supply chain scenarios & new business
models: disintermediation, re-intermediation and new flows

9. 9
The relationship between company and customer has
changed: from mass production to mass customization

10. 10
Retailers cannot force their environment on customers anymore:
they need to help them in their shopping experience with new tools
Third place in-store, store-in-store, in-store mobile shopping,
connected sensors, cue busting apps

11. 11
From e-retailer to technological platform:
ZALANDO
From bank to retailer: China
Construction Bank
From shopping neighbourhood to online
marketplace: 9straatjesonline
From social blog to e-commerce
platform: Houzz
Subscription based models
(Gillette Vs. Dollar Shave Club)

12. 12
From e-retailer to technological platform:
ZALANDO
Subscription based models
(Gillette Vs. Dollar Shave Club)
From bank to retailer: China
Construction Bank
From shopping neighbourhood to online
marketplace: 9straatjesonline
From social blog to e-commerce
platform: Houzz

13. 13
From e-retailer to technological platform:
ZALANDO
Subscription based models
(Gillette Vs. Dollar Shave Club)
From bank to retailer: China
Construction Bank
From shopping neighbourhood to online
marketplace: 9straatjesonline
From social blog to e-commerce
platform: Houzz

14. 14
From e-retailer to technological platform:
ZALANDO
Subscription based models
(Gillette Vs. Dollar Shave Club)
From bank to retailer: China
Construction Bank
From shopping neighbourhood to online
marketplace: 9straatjesonline
From social blog to e-commerce
platform: Houzz

15. 15
From e-retailer to technological platform:
ZALANDO
Subscription based models
(Gillette Vs. Dollar Shave Club)
From bank to retailer: China
Construction Bank
From shopping neighbourhood to online
marketplace: 9straatjesonline
From social blog to e-commerce
platform: Houzz

16. 16
The Italian B2C e-Commerce market
It will be worth around
€25B in 2018
(+18% Vs. 2017)
22 M ITALIANS BUY ONLINE
(+10% Vs. 2016) ONE THIRD OF THE E-
COMMERCE TRANSACTION
VOLUMES IS MOBILE:
SMARTPHONE (+65%) &
TABLET (+8%)
2 OUT OF 3 MOBILE
PURCHASES HAPPEN WHEN
STORES ARE OPEN AND IN «HIGH
STREET» AREAS
MAIN SEGMENTS:
TRAVEL (> €9B)
ELECTRONICS (€4B)
FASHION APPAREL (€2,5B)
FASHION & APPAREL
IS WORTH 43% OF THE
ITALIAN E-COMMERCE EXPORT
(WHICH IS €3,5B IN TOTAL)
SMALL MEDIUM
MERCHANTS:
64% OF THEM USE ONLINE E-
COMMERCE PLATFORMS
The DEVELOPERS role is
increasingly important
as INFLUENCER
Credit cards
(tokenization) and
PayPal are widespread
The Omni-Channel customer
buys more
(generating x1,9 revenues)
6% of PENETRATION on total retail
(9% services, 4% products)

17. 17
28M
CREDIT, DEBIT
& PREPAID CARDS
New e-Commerce
gateway since May ‘17
(ecommerce.nexi.it)
> 700 Partner Banks
the Italian paytech leader
and 4th biggest European payments player
1B
TRANSACTIONS
managed each year 733.000
MERCHANTS (ACQUIRING,
POS & e-COMMERCE)
> 1B
€ investments in
technology in the
next 5 years

18. 18

19. Facebook.com/Nexi
@Nexipayments
Nexipayments
dirk.pinamonti@nexi.it
Dirk Pinamonti

20. ROME - APRIL 13/14 2018
The omnichannel
e-Commerce revolution
Dirk Pinamonti
Head of e-Commerce, Nexi Payments