1. 1. Digital and Physical are colliding to change the retail experience TECHNOLOGIES INFLUENCING CUSTOMER EXPERIENCE
2. 2. Remember when retail of the future seemed an unobtainable dream?
3. 3. BURBERRY WORLD LIVE
4. 4. Live catwalk shows filmed and beamed instantly to store
5. 5. Bringing the catwalk directly into stores and simultaneously on customers mobile devices
6. 6. Large screens magically turn into mirrors
7. 7. A digital app engages with customers by recognising pre-programmed information
8. 8. Within beauty areas, multi- functional screens show moving content or changing imagery
9. 9. Digitally-enhanced interactive windows welcome shoppers with style tips based on their current outfit
10. 10. 3M+ Facebook fans are selected and invited to fashion shows and special events in store
11. 11. Constant customer engagement via social channels
12. 12. RFID continues to be a trend, used to track and release information
13. 13. Your customised Trench ultimate personalisation
14. 14. Brands Merging Digital with Physical CREYATE (Ambience Mall)
15. 15. Brands Merging Digital with Physical
16. 16. Brands Merging Digital with Physical
17. 17. MOBILE PHONE PENETRATION
18. 18. The connected consumer
19. 19. The Internet of Things (IoT) is a scenario in which objects, animals or people are provided with unique identifiers and the ability to transfer data over a network without requiring human-to-human or human-to-computer interaction.
20. 20. INTERNET OF THINGS, INTERNET OF EVERYTHING AND RETAIL Source: Research from Zebra Technologies 67% of retail decision makers have already implemented and IoT strategy 26% plan to roll one out by the end of this year
21. 21. Value the customer as a person and make them feel special Source: Google Images
22. 22. Access to personalized goods Source: Google Images
23. 23. Treat as VIP Give access to real exclusivity and early release items Source: Google Images
24. 24. Respect and value your customer Say Thank You and mean it Source: Google Images
25. 25. THE CONSUMER JOURNEY AWARENESS EVALUATION PURCHASE USAGE REPURCHASE ADVOCACY DIRECT MAIL PR PRINT/TV SOCIAL E-MAIL E-BOOK WEBSITE WEBINAR BLOG SOCIAL SEO E-COMMERCE IN-STORE CATALOG APP SALES SMS E-MAIL COMMUNITY SOCIAL FAQ E-MAIL DIRECT MAIL WEBSITE SALES COUPON E-MAIL REVIEWS COMMUNITY SOCIAL EVENT Connecting the dots of his journey.You need to look at your customer & the touchpoints & look at retail holistically.
26. 26. Why & Why Now DIGITAL TRANSFORMATION
27. 27. why does it matter NOW? What makes digital transformation so important NOW? Social business connections alone are not enough. . Brands are out of touch with digital consumer behaviours. Digital transformation puts people at the Centre.
28. 28. 1 VISION & LEADERSHIP THE 3 KEY ELEMENTS What makes digital transformation so important NOW? 2 THE DIGITAL CUSTOMER EXPERIENCE 3 TRANSFORMATION TEAM
29. 29. KEy elements3 Key Elements for Digital Transformation Vision & Leadership Digital Customer Experience Digital Trans- formation Team
30. 30. KEy elements3 Key Elements for Digital Transformation Where are you? Vision & Leadership Digital Customer Experience Digital Trans- formation Team
31. 31. DIGITAL TRANSFORMATION KEY QUESTIONS Digital Customer Experience Vision & Leadership Digital Transformation Team WHO DRIVES YOUR CHANGE PROGRAM? WHERE DO YOU WANT TO TAKE THE BRAND? WHAT DOES YOUR DCX LOOK LIKE?
32. 32. THANK YOU For questions or suggestions: Santhosh Sagar Reddy sagar@thoughtworks.com