hybris SAP and IBM Retail Webinar presentation - How Brands Get Strongest ROI from their Commerce Investments

hybris SAP and IBM Retail Webinar presentation - How Brands Get Strongest ROI from their Commerce Investments

• 1.
  How Brands Getthe Strongest ROI from their Commerce Investments
• 2.
  Executive Summary AGENDA: 1. RetailIndustry Trends 2. IBM’s proposition for retail using hybris SAP commerce Alexis Andreieff - SAP Sales Director Tero Angeria- Digital Sales Leader – Distribution sector
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  Retail Industry Trends
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  In this year’sOmCI study IBM has tested the capabilities of almost 200 retailers in 12 segments across Europe. 10,000 Datapoints tested 198 Retailers analyzed 51 Omnichannel criteria covered 12 Countries included 12 Retail segments covered The study used the mystery shopping approach to reflect a real customer experience using 51 quantitative and qualitative testing criteria
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  Main findings –Order management % of retailers Leading Retailers • IKEA • Marc O’Polo • Schuh Leading SegmentsCapabilities Furniture Electronics DIY Show concrete delivery date on the web portal Inform their customers in the online shop about the product availability in store Provide information on product availability for online orders Provide the order status on the web portal 89% 78% 43% 28% Only 6% of retailers provide precise in-stock figures for their stores whereas 78% provide information on product availability for online orders
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  % of retailersLeading Retailers • Apple UK • Boulanger • IKEA Leading SegmentsCapabilities Telco Electronics Furniture Provide in-store services via smartphones (e.g. store maps) Offer innovative payment devices and methods like self-scanning or mobile wallets Allow the customer to compare products based on self-defined criteria Provide additional product information through digital technology (e.g. digital kiosk, QR codes, magic mirrors) Order from an extended online assortment in the store (Longtail) 63% 40% 26% 20% 17% Retailers have started to enrich the store experience with digital services. Ordering in-store from an extended online assortment is becoming standard Main findings – Digital in store
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  Main findings –Data and predictive analytics % of retailers Leading Retailers • Etam • House of Fraser • Schuh • TopShop Leading SegmentsCapabilities Telco Drugstore Department Store Toys Have a 360° view on their customers purchase and interaction history in their call center Interact with their customers near-time on Facebook (<30min) Remind their customers of abandoned shopping carts in the online shop Offer a service chat to provide customer support in the online shop Target their customers with personalized recommendations 43% 24% 16% 9% 8% Today personalized recommendations are primarily based on browsing behaviour. Only few retailers have a full 360° view of their customers.
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  What’s next? Innovationsin retail 3D printing Will be used by retailers to customize products such as shoes, jewelry, home appliances, etc. Affective Computing Human affects are recognized, interpreted, and simulated – insight will be used for store and online offerings. Hologram technology In-store 3D interaction or configuration of products for better product experience. Products can be experienced while a retailer does not have to stock the entire assortment. Wearables Customers will use wearables such as smart glasses to navigate in store, receive additional product information & offers.
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  IBM’s proposition forretail using hybris SAP commerce
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  OMNI CHANNEL CUSTOMER ENGAGEMENTAND COMMERCE IS STRATEGIC FOR ENTREPRISES THIS IS STRATEGIC
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  NEW REALITY TOMEET CHANGING CONSUMER BEHAVIOR Retailers must drive a seamless customer experience across channels throughout the entire buying experience awareness to advocacy. CONSUMERS KNOW BRANDS NOT CHANNELS Need to enable consistent communications across channels PURCHASE PATH NOT LINEAR EXPECTATIONS WILL KEEP RISING CONTEXTUAL CONSUMER INTERACTION IS CRUCIAL Hyper-connected consumers have rising expectations for frictionless shopping Increasing need to address lifestyle choices and preferences through flexible and tailored shopping options to build loyalty Mobile adoption has shifted the consumer journey. The transition across devices should be seamless
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  Omni-Commerce from aCustomer point of view is to experience a continous, contextual, and frictionless experience with a brand. Omnichannel from the customers’ point of view is to experience a CONTINUOUS, CONTEXTUAL, AND FRICTIONLESS experience with the brands they choose to engage with.
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  SHOP & BUY RESTART SERVICE SHOP & BUY SHOP& BUY RECEIVE PACKAGE MISSING ITEM SETUP PHONE BILLING ISSUE MAKE PAYMENT PHONE DAMAGE TERMINATE SERVICE NETWORK ISSUE CHANGE ADDRESS DISCOVER NEED REFER FRIENDS POST REVIEW JOIN GROUPS RESEARCH RECEIVE OFFER TRACK ORDER BUY RECEIVE PACKAGE MISSING ITEM POST REVIEW SETUP PHONE BILLING ISSUE MAKE PAYMENT PHONE DAMAGE TERMINATE SERVICE JOIN GROUPS NETWORK ISSUE CHANGE ADDRESS RESTART SERVICE RECEIVE OFFER REFER FRIENDS SHORT LIST AWARENESS DISCOVERY CONSIDERATION ACTION ACTION ADVOCACY ADVOCACY CONSIDERATION USE INTEREST USE EACH CUSTOMER SCRIPTS THEIR OWN JOURNEY WEB PRINT DIGITAL ADS WORD OF MOUTH SOCIAL RETAIL STORE WEB SHOP REVIEWS CONTACT CENTER WEB SHOP EMAIL SOCIAL RETAIL STORE WEB SHOP CONTACT CENTER CONTACT CENTER CONTACT CENTERSOCIAL WORD OF MOUTH SOCIAL EMAIL SEARCH KW/ADS WEB SHOP WEB TV BRANDED COMMUNITY SUPPORT PORTAL SUPPORT PORTAL RETAIL STORE CONTACT CENTER
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  SHOP & BUY SHOP & BUYSHOP& BUY SETUP PHONE BILLING ISSUE SERVICE REFER FRIENDS MANY JOURNEYS.
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  SHOP & BUYSHOP & BUY INFINITEPOSSIBILITIES.
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  EVERY JOURNEY ISUNIQUE Retailers must craft strategies to address expectations at every point along their unique paths.
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  TOP 3 ORGANIZATIONALINHIBITORS TO OMNICHANNEL Source: RSR Research, June 2013 don’t have a single view of customers across channels inventory & order management are not integrated across channels store systems are too difficult to change and adapt to cross-channel strategies 54% 42% 37% Retailers need a single view of customers. BUT more importantly, customers need a SINGLE view of the retailer.
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  Multiple channels causingdata complexity PLMWMS CRM Data Pools ERP TVWeb POSMobile Social Print Single view of Customers Single view of Products Single view of Stock Single view of Orders Single Source of Truth Single Source of Truth Call Center
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  . Fastest growing commerceplatform for a reason
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  Powering business results 40% increasein online sales in total 21% increased average cart size 40% increased site visits 20% increased conversion rate Source: hybris Customer Survey
• 21.
  IBM Hybris Express Contactus today and win a FREE workshop with IBM top consultants Stefano Tranquilli http://ibm.biz/Stranquilli [email protected] Julia Kozak http://ibm.biz/J_kozak [email protected]
• 22.
  Thank you!