hybris, kees de vos
TRANSCRIPT
MULTICHANNELWHAT’S NEXT?
Integrated retail in a multichannel world
CHANGE
2011:CUSTOMER INTERACTION= MULTICHANNEL
Over 90% check online before buying
50% use a catalogue to check product information
74% of UK consumers has reserved online before collecting from store
80% of consumers expect to be able to return to store when they have bought online
LE CHANGEMENT
has used their mobile to purchase something
has used their mobile to find their nearest store
has used their mobile to compare prices and product reviews in store
consumers prefer to buy from sellers whose products are available through multiple channels!
FRANCE 55%
GERMANY 53%
UK 73%
US 68%
VERÄNDERUNG
800 Million+700k new users every day
10 Million+In two weeks!
VERANDERING
Of the world’s 4billion mobile phonesOver 1 billion are smartphones
By 2014, mobile internet should take over desktop internet usage
85% of children owna phone while only73% own a book at home
ÆNDRE
ADDICTION?
48% of people check/update facebook and/or twitter after they go to bed
55% of people over 25 have to check in on facebook at least once a day
61% of people under 25 have to check in on facebook at least once a day
The next generation of your customers are natives in the multichannel universe
of people under 25 can be interrupted by an electronic message during a meeting
of people under 25 can be interrupted by an electronic message during a meal
of people under 25 can be interrupted by an electronic message while in the bathroom
22%
49%
24%
11%sex
of people under 25 can be interrupted by an electronic message during
YOUR RESPONSE
Customer experience spans multiple channelsOrganisational alignmentCustomer CentricityNo ‘channel silos’
New demands from IT include:Consistent, relevant and accurate data across channels
Understanding of customer behaviour across channelsCapability to effectively manage customer experience across channelsImproved reaction time to customer change
THE SINGLE VIEW
1A centralised view of key data is basis for
multichannel experience
Realisation of central (multichannel) data
hub will be key going forward
Aggregate data from existing sources and
enhance for multichannel use
Distribute across all channels from a single
place
Capture and process transactional data in
the same place
‘Old-fashioned’ ERP, CRM, PIM systems
likely to be less capable
2012:THE YEAR OF THE DRAGON
Thank you.