ibm omnichannel commerce solutions overview
TRANSCRIPT
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Oneplatform.AllyourDigitalCommerceneeds.
IBMCommerce
AboutLightwell
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• Servicesandsolutions forCommerceandB2BIntegration
• Teamof200+consultantswithwithdecadesofeCommerce,OrderManagement,B2BIntegrationandManagedFiletransferexperience
• IBMPremierBusinessPartner
• Experiencewithmultiple leadingeCommerce platforms
Commerce/IBMVersion
1. Consumerexpectationsandmarketdemands
2. IBMB2CCommerce
3. WhyIBMistheRightChoiceforB2CCommerce
ofconsumerssaidthattheavailabilityof free,expeditedshippingwillswaytheirpurchasedecision.2
75%ofconsumersby2020whowillmangetheirrelationshipwithvendorswithoutspeakingwithhumans.1
85%ofconsumers in2013indicatedtheypostedareviewaboutaretailertheyhadshopped1
43%ofconsumersaremorelikelytodobusinesswithbrandsthatallowthemtocontrolwhere,whenandhowtheyinteract.1
83%
Weliveinadigitalworld…Consumersarechanginghowtheyresearchpurchases,
transactandinteractwithbrands
Amazonspending>$13billion tomoveinventoryclosertotheconsumer.
Brandsmoveorderorchestrationtothecustomerexperiencewithchoiceinfulfillmentandsamedayservices.
Retailersareeliminatingchannelbarrierstoavoidmissedsalesduetooutofstockinventory.
Flexiblefulfillmentinfluencespurchasedecisions
Revenuegrowthwillcomefromallchannels
In-Store
Online
Other
DigitalandPhysicalchannelsareconverging
By2017morethan50% ofinstoresaleswillbeinfluencedbydigitalchannels2.
%ofpurchasesmade1
webroomingshowrooming
Deliverflexibilityinfulfillment
Actionablecustomerinsight
Personalizethebrandexperiences
FULFILLINSIGHT ENGAGE
Leadingbrandsareonajourneywiththeircustomers
Boostedonlinesaleswithmulti-channel
shopping.
Now,morethan40%ofonlinecustomersusetheirnew“same-day
pick-up”serviceinsteadofwaitingfordeliveries.
ConsumerElectronicsRetailer
Increasedconversionratesby50%throughpersonalizedand
contextuallyrelevantinteractionswith
customersacrossweb,mobile,andin-store.
OutdoorApparel&EquipmentRetailer
WithbetterinsighttocustomerpreferencesandbehaviorShop.caisabletopersonalize
promotionsforimprovedclick-throughratesbetween300%–
500%.
CanadianRetailer
…andthebenefitsareclear
FULFILLINSIGHT ENGAGE
IncreasinglythecustomerjourneybeginswithDigitalCommerce
andDigitalCommerceneedsto…enableexperiencesbaseduponwhereacustomerisintheirjourney
Contentoptimizedforanydevice Availability&Fulfillment
Personalizedandrelevantoffers Richandengagingcontent
FollettHigher Education Group
enablemerchandiserstomanagethecustomerexperience
enableexpansionintonewmarkets
CoreMedia Invodo Pluck Fluid
easilyexpandthecommerceecosystem
In-StoreMobileExperiences Apps Clientelling
supportgrowingappetiteformobileinnovation
be scalableand responsivewhenitmattersmostforyourbusiness
CognitiveComputing Wearables AugmentedReality
adapttoyourbusinessasitevolves
1. Consumerexpectationsandmarketdemands
2. IBMB2CCommerce
3. WhyIBMistheRightChoiceforB2CCommerce
Gaininsight intocustomerbehavioracrosseverychannel
Withthebenefits ofchoiceandflexiblefulfillment
Incontextwithoffersandcontent
Engagement
Fulfill
Insight
IBMCommercetransformsthecustomerjourneythrough…
Understandcustomerintent
Takeactionbasedoncustomerbehavior
Optimizeordersourcingtoimprovethecustomerpromise
INFUSEINTELLIGENCE
Insight
Gaininsightintocustomerbehavioracrossevery
channel
360o
Mobile
Social
Web
Store
CallCenter
Developadeeperunderstandingofcustomerbehaviorandintent
Understandcross-channelbehaviorandintenttoanticipatetrendsand
predictbehavioralshifts.
Alignbehavioralbasedactionswithbusinessobjectives
Segmentcustomersbasedonbehavior
Maintainanon-goingdialogwithcustomers,overtime,acrosschannelsasbehaviorchanges
CatalogBrowsing
Cookies
ExternalReferral
SearchCriteria
ShoppingCart
TimeofDay
Takeactionbasedontriggers
AlignBehavioralBasedActionswithBusinessObjectives
CarrierStore
Supplier
DC’s
DropShipVendor
Intelligentlysourceordersacrosstheenterprise
60%ofanenterprise’sinventoryisoften
managedoutsidethefourwallsoftheenterprise.
Engage
Incontextwithoffersandcontent
MAKEITPERSONAL
CUSTOMEREXPERIENCE
Createandexecutepersonalizedcampaigns
Manageproduct,contentandofferdelivery
Enablepersonalizeddiscovery
?
DeepenCustomerEngagement• Mobile-OptimizedStores&Apps• LocationBasedServices• Email,SMSandMobilePush• Mobileweb,iOS,Android
Areyoupreparedtodeliverrelevantmobile
contentatpreciselytherightmoment
Delivermobile-optimizedexperiences&content
IntuitivevisualtoolenablingbusinessuserstomanagecustomerexperienceswithoutIT
Selectable slots
Configurable properties
Commerce and business partner ecosystem developed apps
Store visualizations
Manage pages
Create&managethecustomerexperience
Cross Sell
UpSell
Replace
Accessory
Associate
Discover
DynamicMerchandising
Managecustomerengagement
Boostorburybasedonbusinessobjectives
Enablemerchandisercontroloverthesitesearchexperience
Influencesearchresultsbasedoncustomersegments
Searchpowerssitediscovery
Enablepersonalizedsitediscovery
EmailCampaignManagement
Real-TimeBehavioralMarketing
DigitalandSocialAnalytics
MobileCustomerEngagement
Establishanongoingdialogwithcustomers
Delivertimelyandrelevantpromotions&offers
ProductConfigurationenablessellingof
configurableproductsandservices
• GuideCustomers• Automatesellingprocesses• Empowerbusinessusers
Enableselfserviceandguidedselling
Innovativepartnersolutions,pre-integratedforrapidtimetomarket.
ReadyforSmarter
Commerce
Extenddigitalcommerce
Infusecontentintotheshoppingexperience
CreateinspirationalexperienceswithAdvancedContentManagement
Ensureaccurate,consistentandtrustedproductinformation
FueltheonlinesellingchannelwithAdvancedProductInformationManagement
Acceleratetimetomarket
Lowercostanddriveaccuracy
Improvethecustomerexperience
Acceleratetimetomarket
Lowercostanddriveaccuracy
Improvethecustomerexperience
Ensureaccurate,consistentandtrustedproductinformation
• FueltheonlinesellingchannelwithAdvancedProductInformationManagement
ReferenceImplementationsreducecostandtimeofdeploymentwhiledeliveringthelatestfeatures.
- Responsive- TestCases
- Documentation- WireFrames- StyleGuide
Quicklyandeasilybuildstorefrontswithleadingcommercecapabilitie
Fulfill
Withthebenefitsofchoiceandflexible
fulfillment
PERFECTFULFILLMENT
Streamlineexecution Enrichthecustomer
experience
Optimizeoperations
Enablethestore
Line-levelexecution
IntelligentSourcing
Search&GuidedSelling
MerchandiseAssociations
GlobalInventoryVisibilityenablessmartsourcingandflexiblefulfillment
Streamlineexecutionacrosstheextendedenterprise
StoreInventory
StoreLocationStorePersonnel
CustomerSatisfactionandLoyalty
In-Store
Velocity
Optimizeoperations&betterservecustomers
Utilizephysicalstoreresourcesandinventorytoimprovethecustomerexperienceacrossallchannels
MobileStorePicking
Optimizethestorechannel
EnablingtheStoreAssociate• MobilePickingforStoreAssociate
• DirectedStorePicking• AlertsNotifyAssociateofNewOrders
Providechoiceandflexibilityinhowcustomersmanageorders
Offertheconvenienceofshipfromstore
BUYONLINE,PICKUP INSTORE
ProvideflexibilitywithBOPUS,endlessaisle,returnanywhere
Leverageinventoryacrossyourstorenetwork
INCREASEDAVAILABILITY
STOREFULFILLMENT
Orderorchestrationdrivesthecustomerexperience
Orderorchestrationdrivesthecustomerexperience
Wantit?Needit?
Gotta haveit?
Getitnow!
Buyonline,pickupinstore
EmpoweringtheStoreforOmni-channel• Enableseamlessstoreitempickupwithdefinedworkflows
• Expediteretrievalofitemsfromspecialholdinglocation
• Eliminatedelayswithverificationofcustomerandorder
Expandedcapabilities forstorefulfillment
• Pre-packagedIntegrationswithCarriers/AggregatorsforShippingLabelsandTrackingNumbers
• Fasterdeliveryoptionsforcustomersvialastmilecarrierchoices
• OptimizedselectionofBestStoretofulfill
• SelectionofStorebasedonItemVelocity/DaystoSell
1. Consumerexpectationsandmarketdemands
2. IBMB2CCommerce
3. WhyIBMistheRightChoiceforB2CCommerce
• >20yearsexperienceindigitalcommerce
• Consistentlyrankedasadigitalcommerceleaderbyanalysts
• Flexible- license terms- business models- deploymentmodels
• Partnerecosystem• Openarchitecture,RESTAPIs• Proven,robustandscalableplatform
• 22yearsofinventionandpatentleadership
• Over$4billioninvestedincommerceinthelast5years
• IBMisleadingthecognitivecomputingrevolution
Expertise&ExperienceFlexibility Innovation&Investment
IBMisdedicatedtoyoursuccess
Tomeettheneedsofyourbusiness
IBMprovideschoiceindeployment
Automatedsellingandconfigurationofproductsand
services
Smart sourcingandflexiblefulfillment
Crosschannelcustomerengagement
IBMCommerceonCloud
IBMCommercemadeeasy
IBMisbringingcognitivecomputingtoretail
MagicQuadrantforDigitalCommerce,Sept2014
MarketScapeWorldwideDigital
CommerceApplications,2014B2CWave,Q1‘15
WebAnalytics,Q2‘14
OMWave,Q3‘14
IBM
IBM
IBM
IBM
IBMconsistentlyatopanalystrankings
DataandCustomer listfrom2014Internet Retailer Top500Report
IBMservesmid-markettoenterprise
LeadingRetailersareachievingcompetitiveadvantagewithcloud
Thecloudnevertastedsogood
WithIBMB2CCommerceonCloudLindt deployedafullyfunctioningdigitalstorefrontin3months,whichdoubledconversionratesandtripledonlinerevenue.
Omnichannelbusiness transformation
WithIBMastheirCommercepartnerMarks&Spencerdeliversonthebrandpromisetoenablecustomerstoshopseamlesslyfromanycountry,deviceorchannel.
Multiplebrandsonasingleplatform
OnasingleIBMCommerceplatformArcadiaGroupmanagesninebrandedonlinestores,hasdoubledthenumberofproductlinesavailableonlineandincreasedonlinesales80%yeartoyear.
Flexiblefulfillmentimprovesthecustomerexperience
• Media-Saturn boostsonlinesaleswithacross-channelshopping experience.
• >40%ofonlinecustomersusenewsame-daypick-upserviceinsteadofwaitingfordeliveries.
Personalizedcustomerengagement
Moosejawdeliverspersonalizedandcontextuallyrelevantinteractionstocustomersacrossweb,mobile,andin-store
SHOP.CAoptimizesandanalyzescustomers’searchesandshoppingexperiencesacrossanextensiveproductcatalogtopersonalizeengagement.
Actionablecustomerinsight
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Twitter:@lightwellinc
Blog:http://info.lightwellinc.com/
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