the future of omni-channel shopping experience
TRANSCRIPT
Confidential // Neoris 1 Confidential // Do Not Reproduce without prior written permission from Neoris
David Bullock/NEORIS USA June 16, 2015
The Future of Omni-Channel Shopping ExperienceDigitizing the In-Store Experience
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Who We Are
Fast Facts
Employees:
Founded:
Offices:
Headquarters:
Presence:
Over 3,500
2000
20
Miami, Florida USA
US, Latin America, Europe, Middle East, Africa and Asia
Longstanding leader in Latin American IT Services
CEMEX founded Neoris as a captive IT services company in 2000; Company was originated from Cemtec, the IT arm of CEMEX created in 1993
Large base of senior consultants with deep domain expertise
300+ clients – attractive, diversified client base; highest client satisfaction among SAP peer group (a)
First and only Latin American IT-founded consulting company to become a SAP Global Services Partner
Strong financial performance – external client revenue has grown at 28% CAGR from 2006 to 2012
Neoris is a global business and IT consulting firm. We establish lasting relationships with our clients, helping them improve performance throughout the different stages of their business. Our unique global delivery model, combined with cutting-edge IT services, allows us to innovate, build, deploy and operate business solutions that are both practical and visionary.
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Where We Are Located
Monterrey, Mexico Buenos Aires, Argentina Bogota, Colombia Sao Paulo, Brazil Budapest, Hungary Madrid, Spain Manila, Philippines
Global PresenceSAP Centers Software Development CentersMonterrey, Mexico Culiacan, Mexico Buenos Aires, Argentina Rosario, Argentina Budapest, Hungary Madrid, Spain
Argentina (*)Brazil (*)Colombia (*)Chile (*)PeruVenezuelaMexico (*)
Trinidad & TobagoGuatemalaEl SalvadorUSA (*)CanadaSpain (*)Portugal
Hungary (*)PolandFranceUnited KingdomNetherlandsGermanyUnited Arab Emirates (*)
MoroccoEgyptOmanTurkeyQatarAustraliaPhilippines (*)
(*) Office locations
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Overview of Neoris Services Provided
Business Consulting Technology Outsourcing
Enterprise Value Services Process Consulting Services Post Merger Integration Cloud Computing
SAPOracleEnterprise ArchitectureSoftware Engineering ServicesInformation Mgmt ServicesLearning Solution Services
Application Mgmt ServicesBPO ServicesInfrastructure Mgmt ServicesSoftware as a Service (SAAS)Software DevelopmentTesting ServicesContact Center Services
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What is the Omni-Channel Experience
The omni-channel experience is a consistent,connected and personalized customer experiencewith a flexible order fulfillment model that supportsthe ability to buy from anywhere and fulfill fromeverywhere.
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What is the Omni-Channel Experience
CONNECTEDContinued experience from
one channel to the next. Items added to cart online show up when customers gets on mobile phone and store rep is aware when customer is in the store
CONNECTEDContinued experience from
one channel to the next. Items added to cart online show up when customers gets on mobile phone and store rep is aware when customer is in the store
CONSISTENTConsistent price,
availability, product info and promotions as
customer engages with different channels
CONSISTENTConsistent price,
availability, product info and promotions as
customer engages with different channels
PERSONALIZEDPrice, promote and
recommend based on customer past and current
behaviors
PERSONALIZEDPrice, promote and
recommend based on customer past and current
behaviors
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What is the Omni-Channel Experience
FLEXIBLE FULFILLMENT
Provide ability to buy online pickup in store, ship from store, ship from
distribution center, and deliver from store
FLEXIBLE FULFILLMENT
Provide ability to buy online pickup in store, ship from store, ship from
distribution center, and deliver from store
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Key Components Required for Omni-Channel Experience
Key Omni-Channel Platforms and SolutionsKey Omni-Channel Platforms and Solutions
Customer and Workforce Engagement ChannelsCustomer and Workforce Engagement Channels
Single View of Customer
Single View of Customer
Enterprise Product Information Mgt
Enterprise Product Information Mgt
Enterprise Inventory Visibility
Enterprise Inventory Visibility
Ecommerce Platform
Ecommerce Platform Order ManagementOrder Management
ESBESB
Web Mobile In-Store Third PartyCustomer Care
API Layer for Customer and Workforce Channels
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Example Omni-Channel Shopping Experience
NEORIS Improves the in-store shopping experience with digital signage, social shopping and beacons
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Example Omni-Channel Shopping Experience
NEORIS Improves the in-store shopping experience with digital signage, social shopping and beacons
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Business Moments are the Key
For Customers
At home looking for carpet
Nearby the store
Entering the store
For Workforce
Meeting with customers
Looking for recommendations
Looking for related items
store
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Business Moments for Customers
To give information, to give help, to give advice in moments of need is key to customer service and how to retain & attract new customers.
For Customers
At home looking for carpet
Nearby the store
Entering the store
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Business Moments for Employees
Every day as new devices connect into the IoT, businesses have the opportunity to enter into new moments of opportunity & better serve
For Workforce
Customer Enters for Store
Assisting Customer with product
recommendations
Looking for related items
store
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Services of a sourced Innovation engagement
The Moment The Engagement The Solution The Outcome• Who are you serving?
• How are they engaged?
• What is their purpose and goal?
• What is their situation and location?
• What is their emotional state or attitude?
• What are their preferences and history?
• What service are you going to provide?
• What will it accomplish – what is success?
• How will they find you?
• Does it improve their experience?
• Is the organization ready?
• Are the people ready?
• Are you prepared to change?
• What processes are impacted?
• What systems are required?
• Can they support the architecture and solution?
• How are you going to monitor and what metrics do you collect?
• Business? Engagement? Technical?
• Are you able to collect the data?
• Do you have the tools to analyze and evaluate?
• Do you have expertise?
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Internet of Things will Re-invent Industries at 3 Levels
BusinessBusiness ModelModel
Business ProcessBusiness Process
Business MomentBusiness Moment
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Digital innovation requires an organization to be more nimbleLead your Business at 2 speeds
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Sourced Innovation engagements bring a fresh approach and key experiences leveraging digital innovations
Sourced innovation can naturally provide a separate faster multi-disciplinary team:
Configurable in accord with your vision and participation
Following proven Agile methodologies
With light weight governance and monitoring
To build your proof-of-concepts, architectures and solutions
Traditional in-house innovation is encumbered unable to take risks
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Accelerators That Expedite Innovation
Experience An innovation partner has worked through the process, done the
research, and knows how to operate and apply technology to provide business value
Collaboration is necessary to expedite innovation Multi-discipline team is staffed to promote real-time
communication during your business hours with your teams
Best practices, blueprints, frameworks, and reference applications
Technology accelerators leveraged to best compete for and seize digital moments
Leveraging a sourcing partner to inspire, innovate and implement
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Thank you
David Bullock
Omnichannel eCommerce Lead
NEORIS USA
Please stop by NEORIS booth to get more info on our digital innovation
services.