unraveling technology speak october 2012 steve hallam partner, deloitte digital
TRANSCRIPT
Unraveling technologyspeak
October 2012
Steve Hallam
Partner, Deloitte Digital
What is hype versus real enabling capability that can be harnessed today?
Deloitte Digital. © 2012 3
From ‘Industrial’ to ‘Digital’ to ‘Post digital’
Organization
Channel
Market approach
Customer type
Market condition
Industrial
• Specialization• Process-focused
• Single channel
• Plan basedreplenishment
• Un-informed• Homogenous
• Brand and supply driven
Digital
• Functional model• IT-focused
• Multi-channel
• Transaction based replenishment
• Informed• Segmented
• Brand and customer access driven
Post digital
• Interdisciplinary• Collaboration-focused
• Omni-channel
• Intention based replenishment
• Connected• Personalized
• Customer and social network driven
Deloitte Digital. © 2012 4
Deloitte Digital. © 2012 5
© 2011 Deloitte Touche Tohmatsu6
The store of the future…
Point of Sale
Connectivity
Staffing Model
Talent Development
Multiple Shopping Channels
Footprint
Product Information
Retailers Differentiation
Bricks & Mortar role
Store 1.0 Store 2.0 Store 3.0
Early 20th Century
• Cash register
• Pony Express
• Shopkeeper & family
• Who has time to develop talent?
• What’s a channel?
• Size 10 ½
• Read the label
• Location
• The only option
Late 20th Century
• Handheld line busting support
• T1 backbone & wifi support
• Staff to support workload
• Hire, hope to retain, hire again
• Multichannel
• Bigger is better!
• Online research
• Product & Service
• Competitor to online channel
Early 21st Century
• Mobile POS• Whole floor is the POS
• Store is web enabled with wifi• 4g connectivity, cloud apps
• Staff to support customer experience
• Engage, train, develop & promote
• Omni-channel• In-store fulfillment of online
• On demand• Personalised
• Customised & aggregated • Pull rather than push
• Customer Experience
• Critical to brand fulfilment• Integrated to other channels
Deloitte Digital. © 2012 7
eCommerce: Hype or real?
Critical Mass• Product search• User Experience• Social presence
On The Verge• Mobile shopping• Marketplace offering• Personalisation• Crowd sourcing
The Next Wave• Social engagement• Actionable analytics• Fan sourcing• Consumerisation of B2B
Next Wave
On The Verge Critical Mass
Deloitte Digital. © 2012 8
Omni-channel: Hype or real?
Demonstrated Winners• Cross-channel inventory visibility• Cross-channel order fulfilment
Emerging Stars• Mobile equipped store associates• Companion apps• Digital content linked to
store inventory• Mobile POS• Clienteling
The Rookies• Store as a showroom• Geo-fencing• Social media analytics• The end of money
The Rookies
Emerging Stars Demonstrated Winners
Deloitte Digital. © 2012 9
Deloitte Digital. © 2012 10
ThanksAny questions?
Steve Hallam
Partner
Phone: 03 9671 6544
Mobile: 0412 922 723
@sahallam
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