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TORSTEN RETKOWIETZ - etouches · Torsten Retkowietz, Business Development Manager Retail, Cisco...
Transcript of TORSTEN RETKOWIETZ - etouches · Torsten Retkowietz, Business Development Manager Retail, Cisco...
DHL – Excellence. Simply Delivered.
May 4th 2017
DHL Innovation Center
TORSTEN RETKOWIETZBusiness Development Manager Cisco
DIRK VONTENManaging Director WeShop One.
Managing Customer
Experience @ PoS:
Vision or Mission?
Torsten Retkowietz, Business Development Manager Retail, Cisco
Dirk Vonten, Managing Partner, WeShop.one
DHL Omnichannel Day, Troisdorf, 4th May.2017
Our topic of today
How can stationaryRetailers survive in a digital world?
Our topic of today
How can stationaryRetailers survive in a digital world?
And what is the impact forLogistics?
How can stationary Retailers survive in a digital world?
Trends and Facts from our Research
Customer Experience Management:
The (digital) must for stationary retailers!
Our Solutions
3 things are nailed down
Digitalization opens up new opportunities
The 4 new P’s for Retail…Increased
sharing of data
by consumers
enables
New algorithms
create foresight
in real time
Big Data from
multiple sensors
converge on a
single
PLATFORM
enabling
connected things (2020)
will tell us
‘what is happening and why’
Precision
Process
automation
Personalization
Prediction
THERE IS A HUGE BACKLOG BECAUSE MOST RETAILERS ARE STILL ALLERGIC TO DIGITIZATION.
Prof. Dr. rer. pol. Gerrit Heinemann(Hochschule Niederrhein, Februar 2017)
In the retail world things have changed…
#7Hospitality &
Travel #8CPG &
Manufacturing
#9Healthcare
#10Utilities
#11Oil & Gas
#12Pharmaceuticals
#1Technology
Products & Services`
#2Media &
Entertainment
#3Retail
#4Financial Services
#5Telecommunications
#6Education
© 2015 Global Center for Digital Business Transformation. All rights reserved.
The retail segment is especially targeted bydigital disruption!
Quelle: Cisco Consulting Services, Januar 2015
Product research
Purchase
Transfer
Product support
Pre Internet3Options
Looking around
in the shop
Printmedia
and radio/TVCataloge
Open checkouts Payment
In-storeDelivery to
home
Workers In-
storeCallcenter
Omnichannel / IoT800+
Options
(further growing)
Store
Both
Non Store
Looking around
in the shop
Printmedia and
radio/TV
Retailers
website
Open checkouts PC-Payment
In-storeDelivery to
home
Workers In-
storeOnline-ChatE-MailCallcenter
Mobile
Retailer-App
Web-
search
Digital
Signage
SB-checkout Pay per Mobil
Delivery to Car Drive-Thru Locker
Interactive
kiosk
Mobile Retailer-
AppLive-Video
Digital Disruption in Retail Exponential growth of shopping options
The new core discipline for Retailers
Customer Experience Management:
Sustainable shopping
experiences across all
channels, everyday!
How important is the Customer Experience?
Contact srrivatsan desikan [email protected] for questions
In
2016 89%66%In
2013
Of companies will compete based on customer
experience (up from 36% in 2012)**
*Accenture 2013 Global Consumer Pulse Survey (13,168 consumers in 33 countries )
**Gartner Survey Finds Importance of Customer Experience is on the Rise; Marketing is on the Hook, Jake Sorofman, Laura McLel lan, Sep 2014
Companies
14© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Consumers
Switched brands due to
poor customer experience*
In the past
„more turnover per square meter“ was
the key success factor.
Nowadays
„more experiences per square meter“
is the key to success.
How important is the shopping experience?
Source: Deloitte Consulting 2016
How does a better shopping experience look like?
MOST CUSTOMERS DON’T WANT TO BE “WOWED”, THEY WANT AN EFFORTLESS EXPERIENCE.
Matthew Dixon(US-Bestselling Author and Retail Guru)
How does a better shopping experiencelook like?
71%
66%59%
66%
40% of Germans find Shopping in stationary retail is an awfulplight. (They even prefer washing the dishes!)
Difficulties to compare products
Long waiting lines at the checkouts
Irrelevant advertising
Difficulties to find products
Source: Deloitte Consulting 2016
Reality Check: Status Quo Shopping Experience
What Do Customers Want?
Consistent Information across all
Channels
Effortless Service Experience at
every touchpoint
How Can You Deliver?
EnhanceInstore Experience:
More orientation, more information, more
inspiration, more emotions
Createan Omni-channel Experience with the best
from On- and Offline
Personalized Attention to Their Specific
Needs
PredictCustomer Behavior using Analytics &
Insight
How does a better shopping experiencelooks like? Summary
The changing consumerbehaviour and technicalinnovations define the basefor new digital shoppingexperiences.
The WeShop concept stores are state-of-the art and hit the spirit of our time.
Since 2014 they’ve attracted Retailers and Brands from different categories and
industries.
The WeShop shopping experiences
Since 2014 we have learned a lot.
In result ePoS, an open software standard platformhas been developed by Cisco and WeShop.one.
ePoS allows thedigitale transformation and omnichannel retail for retailersof different sizes.
Source:http://etailment.de/news/stories/Finanzen-Billiges-Geld-und-teure-Pleiten-
20318?utm_source=%2Fmeta%2Fnewsletter%2Flongread&utm_medium=newsletter&utm_campaign=nl387&utm_term=f3e368d04ec3f765654dda0f3bb27552
Why do we need a software standard?
Stephan Ortolf (Director Retail Customers DZ Bank)
Right now all stationary retailers work on a similar idea: the intelligent connection ofonline and offline. Every single one of ourcustomers says that it is incredibly complex andcostly. They would need the best programmersin the world. But usually not many have theluck or resources to hire those.
An open standard for the
digital transformation in
retail
A modular software
plattform, easy to integrate
to existing system setups
and with open interfaces
The basic foundation for the
digital PoS
The Operation System
for omnichannel retail
ePoS is:
What is ePoS?
ePoS Platform: Features and Benefits
Connects existing IT backend and frontend systems of the retailer
Standardizes and connects product and customer data from different
sources in all sales channels (online, mobile, stationary)
Utilizes dynamically data to enhance customer interaction at every
touchpoint in all sales channels at every sales stage.
Generates in enriches shopper insights in stationary retail analogue to
online cookies on websites.
Experience ePoS Usecaseslive in the WeShop Showrooms in Munich orFrankfurt.
WeShop Movie 2 Minutes
Thanks for your attention so far....
ePoS solutions integrates with logistics tosupport customer experience
Less stock in stores (Showrooming)
Purchase in store, but shipments from warehouse to
customer home
More delivery options in store
Ship to home, office or car instead of direct take-away
Increased Click and Collect usage
Punctual and time critical deliveries from warehouse into stores
Enriched Prediction
Algorithms and sensors enables better future logistic requirements
Managing Customer Experience @ PoS
Vision and Mission, everyday!Challenge and Chance for Logistics, everyday!
Thanks a lot for your attention!
Have a good trip home!