Identity and Access Management in the Era of Digital Transformation
Digital transformation in the Era of the New...
Transcript of Digital transformation in the Era of the New...
Marcy LarsenRetail Industry Market Development [email protected]
Digital transformation in the Era of the New Consumer
My Retail Story
SHIFTING POPULATIONS.
GROWING LIFE EXPECTANCY.
GENDER & CULTURAL REBALANCING.
ECONOMIC CHALLENGE, UNEMPLOYMENT.
CLIMATE CHANGES & DESTRUCTION.
GENERATIONAL UPHEAVALS.
CONTINUALLY EMERGING INNOVATIONS.
EVOLVING SKILLSET REQUIREMENTS.
NEW EMPLOYMENT OPPS/OLD ONES ENDING.
ENTREPRENEURIAL BEHAVIORS.
STARTUP OPPS/UNCERTAINTIES/FAILURE/SUCCESS.
NEW COMMUNICATION BOUNDARIES.
Today: A NEW WORLD with NEW EXPERIENCES…
Digital Disruption – short fuse, big bang
Tapping into the $260 billion Retail Sector
Sector driving 18% of Economic output and 10.5% of jobs
Dividends more important than capex
Aussie retailers failure to invest online
The 5 Cycles Revolution in Australia
Australian Retail Consumer Spending
Waves of the Digital Revolution
E-Commerce Growth
Australia leads the world in online start-ups
Australian E-Commerce Growth
Spending up to $13.9b in the past year
The growth rate for online sales slowed in June, down to +14% yoy
13
Music
Video Game Outlets
Department Stores
News Agents & Booksellers
The Amazon Effect & Price Transparency
Financial Markets offer insights
Omni Channel Maturity Model
Challenges in the Retail Industry
Global and Green
Expansion
New Formats
Formats
Without Walls
Collaboration
Omnichannel
Channels
Aware
Customer
New Generation
Salesperson
Overloaded
Store
Manager
Disconnected
Corporate
Manager
Retail Industry Challenges Role-Specific Challenges
Business models are changing at an
unprecedented pace due to global and
technological opportunities and challenges.
The new global demand chain is driven by
information in the hands of people.
Showrooming
Webrooming
Scan n Scram
Click & Pick
Real Time Information
Omnichannel
Click & Collect
90% of Fortune 500 CEO’s consider Agility to respond to
changing market conditions as a top need
Customer Insight
Price Matching
Inventory Insights
It’s a brave new world...
1. Nielsen, “The Cross Platform Report”, Q3 2012—US 2. Informa Telecoms and Media, “The Future of TV: Strategies for becoming connected, social and in the cloud”, March 29, 2012
Consumers are spending 5+ hours each day accessing the internet
across a variety of devices— at home, at work or on-the-go.
Mobile
PC
Tablet
Console
59.4minutes per day
on average spent
on mobile
(data subscribers)
20minutes per day
on average
spent on tablets
321.6minutes per day
on average spent
on both laptops
and PC1
40.1Mpredicted Internet
enabled video
game console
sales in 20132
The Rise of the “Mopper”
A computer in the hands of every shopper
Top 5 mobile market
UK and US lagging
New Multi-Screen world
The new journey is nonlinear
The Best of both worlds?“For traditional retail to protect itself against the encroaching online competition, more companies need to embrace the clicks and mortar avenue.”
James Webber, CEO, Bookworld
“I’m not saying that bricks and mortar is dead or dying, but in this particular retail model, price can no longer be viewed as the competitive advantage. Instead, retailers should be investing in the in-store experience. It’s those retailers that are currently providing this proprietary in-store experience that still exhibit growth potential.”
Ruslan Kogan, Kogan
$11.5 B investment in Shopping Centres
Sourced Data
Data Driven Personalization
Integrated
Segment
Manage
Enrich
Analyze
Deep Insights
Apps
Social Advertising
Search
Enterprise Data
ERP, CRM, ProprietaryThird Party Source,
Consumer Data
Self Service KPI
Integrated Analytics Solutions
The promise of personalization
Personalize Across DevicesGIVE USERS THE EXPERIENCE THEY EXPECT ACROSS ALL THEIR WINDOWS 8 DEVICES
Unique Devices to Workers in Retail
Digital Sign
Transaction Kiosk
Handheld
Inventory & Logistics
Point of Sale
Information Kiosk
Self check-in KioskDigital Sign
… click to play
Emirates Airline
Soars With New
Windows 8
Business
Application and
HP Tablet
Experience
“To support our crew, we have created an
application on Windows 8 that delivers a unique,
personalized experience with the necessary
information for our cabin crew to better serve
the needs of customers.”
Kevin Griffiths, Senior Vice President Cabin Crew at
Emirates
No re-charge
needed even on
long haul flights
MobileEmirates enhances customer experience with Windows 8
Surveys with employees in Retail
Store portal on O365 transforms the way Tesco Works
This will allow our colleagues to engage
with each other and deliver an optimal
shopping experience on any channel, as
well as encouraging colleagues to share,
re-use, and reward ideas and expertise.”
Mike McNamara, CIO, Tesco
“O365 helps IT
stop doing
utility & do
more to
innovate with
the business”
Social
SURFACE TABLE/POSSTAND & ENCLOSURE
Compatible:Surface Pro/RT
Available Finishes:
note: custom skins and colors available
Product Features:- Sturdy powder coated steel stand and enclosure- Optional rotating base with 180° rotation- Custom branded paint and faceplate available- Open access to ports including USB and headphone jack for POS dongles
- Open windows button faceplate with front camera access
- WiFi, Bluetooth, and Mobile 3G/4G tested
profile
back7”
8”
11”
An Product
Opportunity in the new Consumer Era
Personalized and Connected Experiences
Driving growth through customer, industry and performance insights
The technology that can be accessed is more important then technology owned
Retail - CG FY14 Big Bets
Big Bets
Emp Portal Connected Store Business Insights Sales & Store Devices Dyn AX & CRM
Solutions O365 led Google
Compete Solution
Omni-Channel Making Big Data Work Driving improved staff
engagement with
customers
AX, CRM
Description Employee
empowerment and
knowledge worker
apps/tools
Consistent
connectivity and
engagement quality
across all Channels
Business insights,
dashboards, KPIs, Big
Data ROI. Mobility
and application of
insight in key
• In store sales tools
and collaboration
with a focus on
devices to improve
customer service
DERP, Store Ops, CRM
or SRM
Workloads(focus areas in RED)
• Bus Collaboration
Platform
• Comms Apps
• DB
• Email Servers
• RoM
• Devices
• Collaboration
• Communication
Apps
• Data Platform
• Productivity Apps
• AX & CRM
• Devices
• Collaboration
• Data Platform
• Productivity Apps
• System Mgmt/Virt
• Devices
• Collaboration
• Communication
Apps
• Data Platform
• Productivity Apps
• Devices
• Collaboration
• Communication
Apps
• CRM Apps
• Data Platform
• System Mgmt/Virt
• Devices
MS Deal Size $1.0m+ $500k $500k $500k $300k
Where do you align?
Empowering store
associates with O365
“Last Mile” solution
Intelligent systems to
provide augmented
reality, digital signage
and interactive multi-
touch experiences in
stores
Cloud solutions using
Microsoft Azure for
seamless campaign
brand experiences
Dynamics partner
extending to offer
integrated marketing
offerings &
envisioning and
designing windows 8
Apps
Data strategies that
supports customer
insights &
personalization goals