the future of commerce, march 2014

The Future of Commerce

Andy Nicholas

hybris Vice President, LATAM

March, 2014

© 2012 SAP AG. All rights reserved. 2 Internal

THE FUTURE OF COMMERCE CONVERGENCE OF DIGITAL AND PHYSICAL


PRIORITIES AND TRENDS

CUSTOMERS KNOW

BRANDS NOT

CHANNELS

PURCHASE PATH

IS NOT LINEAR

COMMERCE

LANDSCAPE HAS

SHIFTED

CUSTOMERS

EXPECT EACH

INTERACTION TO

BE RELEVANT

Brands need consistent communication with their customers

Smartphone adoption

has shifted the

commerce landscape

Buying journey is

different and uses many

touch points everywhere

Need to address

lifestyle choices

and preferences


IN 2013 MULTI-CHANNEL CUSTOMERS

ARE MORE PROFITABLE

Source: RSR Research, June 2013


CUSTOMERS ARE IN CONTROL


COMPANIES STRUGGLE TO COPE WITH

NEW CUSTOMER BEHAVIOR


TOP 3 BUSINESS CHALLENGES FACED IN CROSS-CHANNEL

STRATEGY Consumer Expectations Drive Change, but the Effort is Clumsy


Consumers

expectations outpace

ability to deliver cross-

channel experience.

We struggle to effectively

integrate new processes

driven by cross-channel

strategies

into the store.

We are not doing

enough to leverage

assets (digital, inventory

or other) across

channels.

51% 48% 44%


VALUE OF PROCESSES TO YOUR COMPANY‘S

OMNI-CHANNEL STRATEGY High Points for Value



CREATING ONE EXPERIENCE FOR CUSTOMERS

Enable brand

consistency in

terms of the context

of underlying

assortments, offers,

promotions content,

across all customer

touchpoints.

Provide a real-time

system of reference that

enables single views of

product, pricing and

promotions, inventory,

orders and customers.

Incorporate mobile. Platform that is

built on an open

foundation and

easly integrates

legacy systems

as well as

emerging

touchpoints and

experience-

focused

technologies.


OPPORTUNITIES TO CREATE IMPROVED

CUSTOMER SATISFACTION

Allow the customer to

purchase, take delivery,

or return a product

through the channels

of their choice.

Improve operational

execution across all

channels.

Create a single

brand identity

across channels.


GLOBAL SMARTPHONE ADOPTION

Global smartphone ownership now exceeds 20 % and is still rapidly

growing. This has gone from 0% in 2007! Web retailers could increase customer engagement 85% by having a

mobile-specific website.

(Brand Anywhere & Luth Research Inc.)


MOBILE IN A COMMERCE CONTEXT

Source: Nielsen

Using store locator

to find store

Checking Price Research item

before purchase

Reading review

of recent/future

purchase

Using lists while

shopping

Using mobile

coupon

Purchasing item

on device

Using social

media to comment

on purchase

Using device for

payment Writing a review

of a purchase


CONTINUOUS CUSTOMER ENGAGEMENT WITH

MOBILE


TOP 3 ORGANIZATIONAL INHIBITORS TO OMNI-CHANNEL Willing to Allocate People and Funds, but Still Not Getting it Done


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%

Companies need a single view of customers. BUT more importantly, customers need a SINGLE view of the company.


Commerce Platform to manage Data & Process complexity

across all Channels

BACK OFFICE

Customer Experience Management (Search & Navigation, Personalization,…)

Commerce Logic (Cross & Up-Sell, Promotions,…)

Content & Data (Product, Customer)

Commerce Processes (Order Management, Inventory,…)


STRENGTH ACROSS ALL CUSTOMER SEGMENTS AND INDUSTRIES

SME

GLOBAL ENTERPRISES

DIGITAL MANUFACTURING RETAIL WHOLESALE TELCO

DIGITAL MANUFACTURING RETAIL WHOLESALE TELCO

http://www.portaltech.co.uk/portaltech-l-k-bennett-win-retail-systems-award


THE VALUE OF ENABLING TECHNOLOGIES A Pragmatic Shift In Focus

Enterprise-wide inventory visibility

Enterprise-wide customer visibility

Enterprise cross-channel analytics

A single interaction platform across channels

Enterprise-wide customer insights

Distributed order management

Enterprise content management

Enterprise-wide marketing/promotions platform

A mobile commerce platform Center solution

A more modern eCommerce platform

A more modern POS platform

Integration to social network tools and sites

A Call Center solution


COMMERCE NEEDS TO BE AGILE Customer Facing Processes Keep Changing.

TECHNOLOGY MUST NOT BE THE BOTTLE- NECK OF BUSINESS INNOVATION

© 2012 SAP AG. All rights reserved. 19 Internal 19

THE HYBRIS DIFFERENCE

Single view of the

Customer and Single

view of the Business

Omni-Channel

B2B / B2C

Industry focused

Single, Agile, Scalable

technology stack Proven

integration with SAP

CRM & ERP

The most functionally

complete commerce

platform in the

marketplace

Total flexibility and

choice across

on-premise and

cloud deployment

models

hybris is the

fastest growing

commerce

platform in a +

$50B global

market


THE HYBRIS DIFFERENCE

Optimal combination of

performance

and TCO.

We deliver a complete

commerce solution

– B2C & B2B.

We take customers

global. We are easy to do

business with.

Commerce is all we

think about.

We deliver flexible technology

& quality engineering.


OMNI-CHANNEL

COMMERCE PLATFORM #1 Fastest growing, most

advanced commerce platform -

enabling next generation

customer engagement

SAP AND HYBRIS Powering the Future of Customer Engagement

ENTERPRISE

APPLICATIONS

40 years of business

software leadership

and solutions

expertise

#1

Hybris + SAP + Ariba are a Powerful Combination Optimizing the Omni-Channel Enterprise

Andy Nicholas

hybris Vice President, LATAM

[email protected]

the future of commerce, march 2014

Documents