WHAT DOES THE DIGITAL REVOLUTION MEAN FOR YOU?Roland van BreukelenDirector, EMEA Centre of Excellence, SAP hybris@rolandvb

Re-Think: DIGITAL DARWINISM

52%

AVERAGE AGE OF COMPANIES:

Today – 15 years

2017 – 12 years

1920’s – 67 years

UNDER ARMOUR, Largest food preference database in the world,Produces no food.

DOLLAR SHAVE CLUB, Shave as you go with additional bathroom

products upsell

WARBY PARKER,Combining physical and digital. Try eyewear on

at home.

Re-Invent

CLOSER TO THE CONSUMER

Millennials:1.6x more likely than Boomers to use digital channels to discover new Products2.7x more likely than Boomers to use their mobile phone regularly for in-store payments Source: Facebook Insights

THE LINES BETWEEN PHYSICAL AND DIGITAL EXPERIENCES ARE BLURRING

Re-Structure

DATA IS THE FUEL TO OPTIMIZE

CUSTOMER EXPERIENCE AND

BUSINESS RESULTS.

THE MAJORITY OF BUSINESSES CAN’T

SUPPORT AN OMNICHANNEL

CUSTOMER JOURNEY.

JUST 12% CAN PROVIDE A SEAMLESS HAND-OFF

BETWEEN CHANNELS.

SOURCE: Forrester Wave Customer Service Solutions 2014

CUSTOMERS ARE HARDER TO ENGAGE

DIGITIZE END-TO-END CUSTOMER AND CONSUMER EXPERIENCE

@

digital goods emaildigital adsweb In

store/branchcontact center printmobile socialmarketplace Search

kw/adsagent toolsIoT sms/

notifications

Re-Wire

What does the digital revolution mean for you?

Re-ThinkGlobal digital

markets / consumer

Value chainUnderstanding

digital customer Vision

Re-Invent Process digitalisation

New digital business

model

Digital customer

interactions Strategy

Re-Structure Digital supply chain

Go to market model

Channels to customer /

touch points Operations

Re-Wire Digital Services

Digital Technology

Digital Architecture Execution

SOURCE: Watermark Consulting & Forrester Research

107.5%

72.3% 27.6%

CUSTOMER EXPERIENCE LEADERSOUTPERFORM THE LAGGARDS

EXPERIENCE IS THE COMPETITIVE EDGE8-Year Stock Performance of Customer Experience Leaders vs. Laggards vs. S&P 500 (2007-2014)

S&P 500

“Within 15 years technology will exist that will allow human brains to be connected directly to the internet."

Source: International Business Times, Ray Kurzweil: Human Brains Could be Connected to the Cloud by 2030

WHAT DOES THE DIGITAL CONSUMER REVOLUTION MEAN FOR CONSUMER GOODS? Roland van BreukelenDirector, EMEA Centre of Excellence, SAP hybris@rolandvb