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High performance. Delivered. The Power Shift: Working for your Digital Customer

the digital customer is at the

of the seamless experience

epicenter

the most improvement?

A. Online B. mobile C. in store D. how all three

work together

what part of the shopping experience do customers think requires

the most improvement?

A. Online B. mobile C. in store D. how all three

work together

what part of the shopping experience do Retailers think their customers wants

0.0% 12.7%

9.1% 78.2%

CONSISTENT EXPERIENCE

CONNECTED SHOPPING

FLEXIBLE FULFILLMENT & RETURNS

integrated merchandising

PERSONALIZED INTERACTIONS

BETTER, FASTER & MEMORABLE

7

3

5

7

3

3

WHAT are consumers‘ `report cards?

REPORT CARD?

HOW MUCH OF customers EXPECTATIONS are

Met TODAY?

A. 100% B. 75-99% C. 50-74% D. 25-49% E. < 25%

20.5% 45.5%

27.3% 4.6%

2.3%

what’s your organization’s biggest obstacle

A. pace of change B. evolution of organization C. prioritizing it investments D. talent E. conflicting priorities F. cost

to meeting the customers needs?

19.1% 21.4%

23.8% 11.9%

14.3% 9.5%

who’s making the grade?

http://www.google.se/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&docid=e-wyjY93CIzPmM&tbnid=CLDcE51_UNsYBM:&ved=0CAUQjRw&url=http://www.postnl.com/nl/press/683777/pressrelease.aspx&ei=4uSfU6PpJMmsPJPwgNgP&psig=AFQjCNFK4dGxs05z_po_xCjuVxNsYdWBvw&ust=1403074025874543

how should retailers invest?

decrease how painful it is

for them to get it

2 GOALS

increase how much customers want something

experience areas four customer

know me inform me get it to me make it easy and engaging for me

building blocks

seven 1. unlock big data 2. double down on analytics 3. 100% inventory visibility 4. engaging content 5. thoughtfully designed experience 6. reimagine supply chain 7. rethink your p&l

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