customer-centric convergence

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Customer-Centric Convergence What does 2014 have in store for the retail industry? #nrf14

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Page 1: Customer-Centric Convergence

Customer-Centric Convergence

What does 2014 have in store for the retail industry?

#nrf14

Page 2: Customer-Centric Convergence

Meet the experts Moderator

Matthew Townsend Bloomberg News

Reporter

@matt_townsend

Bill Tancer Experian Marketing

Services GM, Global Research

@BillTancer

Sean Breckenridge Bass Pro Shops

Director of Marketing Customer Retention and

Development

@Bass_Pro_Shops

Erica Dudash American Eagle

Outfitters Director of Marketing

@EricaDudash

Susan Reda STORES Media

Editor

@Susan_Reda

Page 3: Customer-Centric Convergence

Today’s discussion

• What is convergence?

• Convergence in context: Key consumer trends Panel discussion

• Audience Q&A

Page 4: Customer-Centric Convergence

What is convergence?

STORES Magazine prediction late 2012:

“tying together of the web, Big Data, analytics, mobile, social and all things digital” with a need

to react quickly to changes in consumer behavior.

Page 5: Customer-Centric Convergence

Is one number enough?

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Experian Consumer Expectation Index

Page 6: Customer-Centric Convergence

Convergence Requires Understanding our Differences

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Experian Consumer Expectation Index - Age

Age: 18-34 Age: 35-49 Age: 50-64 Age: 65+

Page 7: Customer-Centric Convergence

Understanding Differences = Increased Margins

#shareinsight

Page 8: Customer-Centric Convergence

Channel is Key

Page 9: Customer-Centric Convergence

Discussion • What does convergence look like to the consumer? How does that work?

• How does a retail organization realize an omnichannel vision? Is that becoming easier or more difficult?

• How did retail change in 2013?

• Comparing holiday 2012 & 2013 retail strategies and shopping behavior, did convergence play a role in that change?

• What can we expect from retail in 2014? From consumers?

• Five years from now, what would be the ideal experience you would like a consumer to have?

Page 10: Customer-Centric Convergence

Questions from the audience?

Matthew Townsend

@matt_townsend

Bill Tancer

@BillTancer Sean Breckenridge

@Bass_Pro_Shops

Erica Dudash

@EricaDudash Susan Reda

@Susan_Reda

Customer-Centric Convergence #nrf14