Inspired  Customer  Experiences  enabled  with  Hybris  technology  and  Agile  Methods  

Fernando  Alvarez  Chief  Digital  Officer,  Corporate  Vice  President  Capgemini  

Our  research  with  MIT  iden/fies  4  categories  of  companies  

DIGITAL  IN

TENSITY  

TRANSFORMATION  MANAGEMENT  INTENSITY  

Fashionistas Digital Masters

Beginners Conservatives

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Digitally  mature  companies  significantly  outperform  their  peers  

Revenue  GeneraMon   Profitability   Market  ValuaMon  

Companies  with  stronger  digital  intensity  (WHAT)  derive  more  revenue  from  their  physical  

assets*  

Companies  with  stronger  transforma>on  management  intensity  (HOW)  are  more  

profitable  

Companies  with  stronger  transforma>on  management  intensity  (HOW)  achieve  higher  

market  valua>ons  

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eCommerce,  as  part  of  Digital  transforma/on  -­‐  is  about  changing  the  core  of  how  business  is  done,  star/ng  with  customer  experience    

TransformaMve  Digital  Vision  

Digital  Governance  

IteraMve  TransformaMon  Roadmap  

Digital  Engagem

ent  

Digital  Technologies  

Digital  Enablers  

Business  Model  

Customer  Experience  

People    /  OrganisaMons  

Digital  operaMons  

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Sector  

Experience  Design  Customer  &  Business  Strategy  

Data  &  Technology  Marke/ng  &  Engagement  Ac/va/on  

InspiraMon  &  Stewardship  

Customer  Experience  is  about  inspiring  interac/ons  with  your  organiza/on  and  making  sure  you  take  care  of  your  customers  in  the  most  effec/ve  and  targeted  manner  

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Our  Digital  Vision  for  Inspired  Customer  Experiences  

! Put  Customer  Experience  at  the  heart  of  your  digital  transforma/on  

! Design  Customer  Experience  from  the  outside  in  

!  Increase  reach  and  customer  engagement,  where  it  maPers,  through  new  digital  channels  

! Make  data  and  analyMcs  the  lifeblood  of  your  customer  experience  reinven/on  

!  Seamlessly  mesh  your  digital  and  physical  experience  in  new  ways    ! Keep  on  innovaMng  –  it’s  never  over!  

Every  digital  improvement  in  customer  experience  will  open  up  new  possibili/es    

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All  B2B  and  B2C  companies  need  to  build  a  world-­‐class  eCommerce  business  

eCommerce  Experience  and  Strategies  

B  to  C  

B  to  B  

Business  Needs  

Market  Dynamics  

Organ

izaM

on’s  Prim

ary  Market   Digital Disruptions

Complexity and Constant Flux

Staying one step ahead of the competition

Digital Commerce

means a new way of working

Catching up & opening new digital channels,

and meeting expectations of B2C

experience for B2B buyers

Benefits  

Consistent and seamless user

commerce experience across multiple

channels, brands, business models and

geographies

Higher customer satisfaction leads

to higher value and repeat sales

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B2C  and  B2B  Successes  of  accelerated  results  with  business  benefits  to  our  clients  

Capgemini  helped  accelerate  >me  to  market  with  an  agile  Speed  to  Value  

implementa>on  

«Satisfy the needs of B2B e-Commerce customers, whilst applying pioneering best practices from B2C e-Commerce »

Capgemini  had  helped  transform  the  company  into  a  “Social  Enterprise”  and  

deploy  the  solu>on  for  18,000  employees  over  a  9-­‐month  period  

«Share a new idea every day»

How  to  develop  in  6  months  new  innova4ve  Digital  services  to  transform  the  logis4c  support?  

« Digital services to improve efficiency of logistic support»

Capgemini  helped  perform  in  a  very  compe>>ve  and  innova>ve  

Digital  world  

«Digital for a better Quality of Service»

Capgemini  helped  speed  up  the  Digital  Transforma>on  through    processes  and    technological  

innova>on    

«Innovative technology to climb up the value chain»

How  to  define  a  strategy  of  new  B2C  Services,  Build  the  plaAorm  and  rollout  the  first  3  services  in  less  than  3  months?  

« Launch in 3 months a new B2C platform of services”

Capgemini  assisted  in  united  teams  around  Digital  and  its  poten>al  and  switch  from  a  product-­‐based  culture  to  a  customer-­‐

oriented  culture  

«Internal collaboration, Customer mindset & Digital roadmap»

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We  are  ready  to  help  with  the  unique  end-­‐to-­‐end  soluMon  to  support  your  eCommerce  business  

9  

All-­‐channel,    Self-­‐service,  Big  data,  and  Payments  PlaZorm  

Fast  Vision,  Design  and  Roll-­‐out  

Unique  and  DelighZul  

User  Experiences  

E-­‐Commerce  plaZorm  

eCommerce  Detailed  Offering  

Products / Warehouse!

eCommerce 360 !̊

ERP/Order Management! legacy

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Odigo  solu/on  provides  a  consistently  excellent  service  across  all  channels    

140,000  Agents  3+  Billion  interac/ons  

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Speed  to  Value  methodology  accelerates  /me  to  market  while  providing  proven  benefits  to  top  and  boPom  lines    

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1  month   2  months   3  to  6  months  

FAST  VISION  

FAST  DESIGN   FAST  ROLLOUT  

Move  from  Ideas  to  Solu>ons  with  the  Lean  

start-­‐up  approach  

Define  Strategy    based  on  concrete  solu>ons  

Accelerate  the  deployment  &  solu>on  adop>on  

Commit  to  results    &  output  

Reduce  Cost  Increase  Customer  Sa>sfac>on  (NPS)  Reduce  Time  to  

Market  

SAP  +  Hybris  +  Capgemini  strong  alignment  and  deep  knowledge  with  skillful  professionals  around  the  globe  will  bring  innova/on  to  your  company  

With  more  than  130,000  people  in  over  40  countries,  Capgemini  is  one  of  the  world's  foremost    providers  of  consul/ng,  technology  and  outsourcing  services.  The  Group  reported  2013  global  revenues  of  EUR  10.1  billion  (more  than  $13  billion  USD).  

By combining deep understanding of the customer context with a single view of the enterprise, Capgemini enable organizations to deliver a “profitable promise to its

customers” based on intelligent insights, innovative technology and optimised processes

"  More  than  15,900  SAP  resources  globally  "  Prac//oners  have  on  average  8+  yrs  SAP  exp.  "  1  300+  SAP  customers  

"  More  than  5,000  DCX  consultants  globally  "  MIT  partnership  /  thought  leadership  

SAP Practice

Digital Customer Experience

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Capgemini  brings  partners  &  solu/on  ecosystem  to  open  possibili/es  

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PlaWorm  

Agile/Lean  collaboraMon  

tools  

Research  

Big  data  

ERP  ecommerce  

3rd  Party  ecommerce  

You  

Capgemini  is  ready  to  support  you  in  a  Speed  to  Value  crea/on  of  the  world  class  eCommerce  for  real  impact  in  the  market  

e2E  eCommerce  Offering  

B  to  C  

B  to  B  Organ

izaM

on’s  Prim

ary  Market  

Benefits  Capgemini  Value  ProposiMon  

Consistent and seamless user

commerce experience across multiple channels, brands, business

models and geographies

Higher customer satisfaction leads

to higher value and repeat sales

Integrated customer

engagement e2e solution with

delightful customer

experience

Single scalable platform for growth and

transformation with delightful

customer experience

All-channel, Self-service,

Big data, and

Payments Platform

Fast Vision, Design and

Roll-out

Unique and Delightful

User Experiences

E-Commerce platform

Capgemini  Offering  

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Thank  you!  Fernando.Alvarez@capgemini.com