© 2013 IBM Nederland B.V.
Shopping 2020 &
Omnichannel Vision
Jerry J. Stam
© 2013 IBM Nederland B.V.2
nl.linkedin.com/in/jerrystam/@ibm_retail_nlwww.shopping2020.nl
Revenue 2012: USD104.5 billion
Net income: USD16.6 billion
Total assets: USD119.2 billion
Number of employees: 434.246
© 2013 IBM Nederland B.V.
The IBM portfolio is uniquely qualified to support Retail
3
Social Business
Connecting and empowering customers
Smarter Analytics
Turning information into insights
Smarter Commerce
Putting the customer at the center of the business
IBM achieved the #1 leadership position in the “Triple Crown” of eCommerce reports: Forrester's B2B Commerce
Suites Wave, Forrester's B2C Commerce Suites Wave and Gartner E-Commerce Magic Quadrant
Known IBM software brands include: DemandTec, Cognos, Lotus Notes, SPSS, Netezza, Websphere Commerce
© 2013 IBM Nederland B.V.4
Centrale vraag Shopping 2020 :
‘Hoe shopt de consument in 2020 en welke acties moeten worden
ondernomen op nationaal, branche en bedrijfsniveau opdat B2C
ondernemend Nederland succesvol hier op in kan spelen, nationaal én
internationaal?’
© 2013 IBM Nederland B.V.
Shopping 2020 has many supporters
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Founding Partners: Wetenschappelijke partners:Kennis partners:
Travel Retail Finance
ExpertgroepShopper
Behaviour
Expertgroep Cross Border (e)Commerce
Expertgroep Technologisch
Expertgroep Future Touchpoints
Expertgroep Ecologisch
ExpertgroepPolitiek /Juridisch
…… … … …
ExpertgroepOnline ondernemen
ExpertgroepBusinessmodels
Expertgroep Veiligheid / Fraude
Expertgroep Omnichannel Organisatie
Expertgroep De Nieuwe
Winkelstraat
ExpertgroepSupply Chain
………
… …
ExpertgroepOrientation
Expertgroep Selection
Expertgroep Transaction
Expertgroep Delivery Expertgroep CustomerCare
ExpertgroepCustomer data
value managementArjen Bonsing …… … … … …
Commissie van Aanbeveling
ProgramBoard
FutureTrends
Key Themes
CustomerJourney
SupportTeam
…Dymfke Kuijpers
…Axel Groothuis
Ed Nijpels (voorzitter)
Bernard Wientjes (VNO-NCW)
Arie van Bellen (Directeur ECP)
Martijn van Dam (kamerlid PvdA)
Jan Kees de Jager (vml. Min. Fin.)
Cor Molenaar (Erasmus Universiteit)
Kitty Koelemeijer (Universiteit Nyenrode)
Walther Ploos van Amstel (VU)
Erik Fledderus (Directeur TNO)
Heleen van Oord (Directeur DQ&A)
Giovanni Colauto (CEO Bijenkorf)
Harry Bruijniks (CEO Euretco)
Ronald van Zetten (CEO Hema)
Joost Romeijn (CEO Sundio Group)
Paul Nijhof (vml. CEO Wehkamp)
Annemarie van Gaal (CEO van Gaal)
Herna Verhagen (CEO PostNL)
Nick Jue (CEO ING NL)
Michiel Buitelaar (COO Sanoma Media)
Danny van der Eijk (Chairman Achmea)
Harry van Dorenmalen (CEO IBM Europe)
Netwerk partners:
Smarter
Shopping
Media partners:
© Shopping 2020
© 2013 IBM Nederland B.V.
© 2013 IBM Nederland B.V.
Marlies Dekkers, Block Electrostore, Schoenenreus, Free Record Shop, OAD
Reizen, Icentre, Piet Kerkhof, EXPO, De Harense Smid, House of Shoes
http://www.trouw.nl/tr/nl/4504/Economie/article/detail/3529922/2013/10/19/Recordaantal-winkels-failliet.dhtml
© 2013 IBM Nederland B.V.
The increasingly important Super Consumers
Shopping Becomes Collaborative3
Shopping Becomes Contextual4
Shopping Becomes Deconstructed2
Shopping Becomes Real-time Aware5
Shopping Becomes Experiential6
Shopping Becomes Omnipresent1
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© 2013 IBM Nederland B.V.
Even more tangible: Behavior and Expectations
• Multitasking/multiscreen
• Loyal if unique or added value services
• Entertained and inspired
• Physical presence too
• Personalised
© Shopping 2020
http://www.digitaltrends.com/wp-content/uploads/2011/08/kids-multitasking-multiple-devices.jpg
© 2013 IBM Nederland [email protected] - © Shopping 2020
“eBay Now offers same-day delivery of a variety of
products from retailers including Best Buy, Macy's,
Target, Walgreens and Home Depot. The delivery
fee is $5 and most orders arrive in an hour or less,
depending on traffic and time of day”
http://risnews.edgl.com/retail-best-practices/ebay-now-to-serve-4-cities-by-
holidays89033?postalcode=1066v&referaltype=newsletter
© 2013 IBM Nederland B.V.11
http://www.youtube.com/watch?v=a6cNdhOKwi0 / https://www.youtube.com/watch?v=S80mE3kQTJ0
http://www.businessinsider.com/gartner-google-glass-will-save-1b-2013-
11?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+businessinsider+%28Business+Insider%29
“The upgraded Google Glass will "work with
future lines of shades and prescription frames"
© 2013 IBM Nederland B.V.
Market research firm Gartner has predicted that
companies using Glass and similar gadgets could
save $1 billion a year within three to five years.
© 2013 IBM Nederland B.V.
Retailers must rethink and retool their offerings to
connect with the empowered consumer
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How to use your
store to its best
potential?
How to embrace showrooming?
How do you provide a
tailored and personalized experience?
© 2013 IBM Nederland B.V.14 © Shopping 2020
“Finding out what mobile features
customers interact with will be a key driver
for Sport Chek’s future retail strategy.”Source: http://www.mobilecommercedaily.com/sport-chek-leverages-mobile-to-provide-customized-interactive-in-store-experience
http://www.youtube.com/watch?v=Z6_JfIoe9OI
© 2013 IBM Nederland B.V.
Source: http://www.bbc.co.uk/news/business-24728406
http://londonliving.at/londons-top-5-cycle-cafes/rapha-cycle-club-by-brinkworth-london/
"The Rapha Cycle Clubs are conceived as meeting
places for road racing fans and great places for
like-minded people to hang out"
http://www.youtube.com/watch?v=GYvWkZedYww
© 2013 IBM Nederland B.V.16 © Shopping 2020
"We’re not warehousing anything, all the food
that shows up in our Foodhub is pre-sold, and
goes out to shoppers that same day – that reduces
overhead and makes for a really streamlined
process. Plus, your groceries are a whole lot
fresher when they’re prepped to order."
http://www.forbes.com/sites/daniellegould/2013/09/27/how-good-eggs-raised-8-5m-to-grow-its-online-local-grocery-marketplace/
© 2013 IBM Nederland B.V.17 © Shopping [email protected] - © Shopping 2020
© 2013 IBM Nederland B.V.18
“MOVE FAST AND BREAK THINGS”
© 2013 IBM Nederland B.V.19
Jerry J. Stam MBA MsC LLM
IBM - Senior Managing Consultant
+31651285639
nl.linkedin.com/in/jerrystam/
@ibm_retail_nl
www.shopping2020.nl