Strategie e Priorità IT nel settore retail italiano Quali linee d'azione per i retail CIO?

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1 Strategie e Priorità IT nel settore retail italiano Quali linee d'azione per i retail CIO? Ivano Ortis EMEA Research Director May 12 th, 2009

2 Agenda Introduzione Priorità e Trend IT nel settore retail Quali lacune colmare per guidare i consumatori Trend di investimento nel 2009 Conclusioni Q&A Global Retail Insights, an IDC company Page 2

3 Global Retail Insights Unità di ricerca IDC dedicata al settore retail (fact-based, un-biased) Mission - supportare retail executives e IT vendor che servono i retailer Team di ricerca distribuito tra EU, US e APAC; network analisti IDC Retail sub-segment focus Ricerca custom che integra primary research con business process insights Business & IT Alignment; Benchmarking; Strategic Planning Operational Areas Supply Chain & Demand Planning Store & Channel & Consumer Retail IT Infrastructure GRI Research Coverage Cross-functional European and A/P Retailing Insights Retail Industry IT Spending Global Retail Insights, an IDC company Page 3

4 Doing nothing is not an option Low Consumer Confidence Access to capital Lower Inflation & Interest rates Real-estate prices down 10-20% Demand Intelligence Rapid decision support Customer Experience Enable Cost Savings Central/local balance Automation Consolidation Segment blurring Cross-channel interaction Expansion intl, format, model Global Retail Insights, an IDC company Page 4

5 Priorità GDO Italia 2009? Esperienza Consumatori Improve Retail Demand Intelligence Improve the customer experience, enhancing retail brand image/reputation Expand customer marketing and loyalty programs Create more effective, targeted and personalized promotions Expand high margin value added services Enable real-time business decision support capabilities Retail Italy Achieve cross-channel transparency Expand B2B client services & market penetration Expand multi-format store strategies Drive market expansion through franchising business models Expand international store locations Number of respondents: 50 Source: Global Retail Insights, February 2009 Global Retail Insights, an IDC company Page

6 IT Focus GDO Italia 2009 Non solo costi.. 1. Implementing new strategic applications 2. Cost containment and financial improvements 3. IT integration IT Focus 4. Legacy migration IT Priorities 1. Real-time/near real-time BPM 2. Have applications better fit business processes, rather than adapt processes to the applications 3. Lower costs of IT services Source: Global Retail Insights Survey, March 2009 Number of respondents = 50 Global Retail Insights, an IDC company Page 6

7 Allocazione IT budget Retail Italia, % del budget IT speso esternamente IT Spending 1 retailer su 5 aumenta IT spending nel 2009 Ma i budget IT totali diminuiscono 18% 33% 23% 26% Hardware IT Services Software Telecom Services Source: Global Retail Insights Survey, March 2009 Number of respondents = 50 Global Retail Insights, an IDC company Page 7

8 Agenda Introduzione Priorità e Trend IT nel settore retail Quali lacune colmare per guidare i consumatori Trend di investimento nel 2009 Conclusioni Q&A Global Retail Insights, an IDC company Page 8

9 Addressing the Top Shopping Frustrations The delivery time for out-of-stock product is too long The checkout is slow The product is not available on the shelf The process for out-of-stock products is too complex Lack of product assistance/after-sale Store assistants are not helpful Too limited product assortments Limited or incorrect product information The shopping environment is not appealing Web site too complex ecommerce process too complex Source: Global Retail Insights 2009 Consumer Survey, February 2009, Number of respondents: 1580 Global Retail Insights, an IDC company Page (Ranking (1 = very low; 10 = very high))

10 Key Services for Shopping Satisfaction, Consumer Survey Order in store, have the goods delivered to your home Warrant extensions Order online, pick up in the store Support services via telephone or the web Installation, other on-site services at your location Personalized, customizable products Self checkouts Self scanning Product training, demonstrations Kiosks, self-service systems Large digital display Personal shopping assistant Mobile payments Number of respondents: 1580 Source: Global Retail Insights CRM and Loyalty Survey, February (Ranking (1=very low; 10=very high)) Global Retail Insights, an IDC company Page 10

11 Key Sources of Information for Shopping Decisions Product review Web site Product brand Web site Friends, family, personal relations Specialized press or Web site Q. Compared to 2008, do you plan in 2009 to use the following sources of information to finalize your non-food shopping decisions? Non-Food Friends, family, personal relations Retail brand newspaper/flyer/brochure Product review Web site Retailer brand Web site Food Social networks Product brand Web site Retailer brand Web site Retail brand newspaper/flyer/brochure Mass media Social networks Specialized press or Web site Mass media Store assistant Store assistant In-store kiosks In-store kiosks (% of respondents) Increase Same as last year (% of respondents) Decrease Not applicable Number of respondents: 1580 Source: Global Retail Insights CRM & Loyalty Survey, February 2009 Global Retail Insights, an IDC company Page 11

12 Level of Maturity in Loyalty and Customer Experience Management Q. How would you define the level of maturity of the loyalty and customer experience in your company for the following areas? Attract new customers Measuring customer satisfaction, retention, acquisition, conversion rates Increasing customer retention at lower costs Managing a growing number of partners to extend loyalty programs Supporting the information and valueadded services needs of shoppers Ensuring total shopping and customer lifecycle management Transparent, synchronized delivery of multiple shopping options to customers Ability to influence consumers behavior Ability to increase conversation rate for online shoppers (Ranking (1 = very low; 10 = very high)) Number of respondents: 155 Source: Global Retail Insights CRM and Loyalty Survey, February 2009 Global Retail Insights, an IDC company Page 12

13 Game-changers: personalizzazione servizi e trasparenza multi-canale Influenzare i consumatori dove vengono prese le decisioni d acquisto, richiede Consumer Intelligence dinamica Ampliare la gamma dei servizi offerti per aumentare la customer satisfaction e la redemption Supporto rapido alle decisioni, BI reattiva in sincrono con RDI predittiva Precision Retailing Fornire servizi mirati a valore aggiunto e interazioni personalizzate con i consumatori Store experience - Assortment Planning, allocation, promotion e ottimizzazione della loyalty Online experience flessibilità nell esperienza d acquisto, disponibilità delle piattaforme e immediatezza delle transazioni Global Retail Insights, an IDC company Page 13

14 Direzioni Investimenti IT Retail Italia Enterprise IT Solutions 1. ERP 2. CRM 3. Collaborative technologies/content management Retail-specific technologies 1. Loyalty management applications 2. Store systems/workforce management applications 3. Inventory/warehouse management systems 4. Logistics 5. MDM, Sourcing, supplier management 6. Price optimization, promotion management SaaS/Hosted indicata come modalità di implementazione predominante Number of respondents: 50 Source: Global Retail Insights European Survey, March 2009 Global Retail Insights, an IDC company Page 14

15 Conclusioni Retail IT Leadership Risparmio costi business/it Loss prevention IT consolidation/virtualization, centralizzazione store systems SaaS Ottimizazione inventory, price, promo (planning + execution) Innovare per servire i clienti con maggior efficacia Demand e business intelligence istantanee Precision retailing Visibilità real-time supply networks Efficienza checkout Interazione con i consumatori Assicurare l integrità dei master data, creare un modello informatico comune all intera organizzazione Ottenere una stretta integrazione fra loyalty/crm, merchandising e sistemi di punto vendita e online Global Retail Insights, an IDC company Page 15

16 Questions? Ivano Ortis EMEA Research Director Global Retail Insights, an IDC company Page 16

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