Accenture Interactive. The journey to a seamless customer experience powered by Digital

Transcription

1 Accenture Interactive The journey to a seamless customer experience powered by Digital

2 The Digital User View Point

3 Agenda The Digital Imperative The Journey to Success The Nuts & Bolts

4 One: The Digital Imperative

5 Digital is changing the world. The wearable devices market will grow from $1.4 billion this year to $19 billion by 2018 Reviews and word of mouth are increasing their influence on consumer trust (3-5X more than TV/radio ads) 4 of the 5 top global brands are digital at the core (Apple, Google, IBM & Microsoft) 98% of consumers move sequentially between screens & devices to complete a task 80% of consumers are more likely to recommend a brand that offers a simpler experience Amazon and ebay are the only pure retailers on the list of the top 100 brands Sources: Accenture, Interbrand, Juniper Research, Google, Jack Morton

6 and all aspects of our lives. Shopping Entertainment Learning Exercising Traveling Paying

7 Digital realities we can t escape Customers are empowered Engagement is on their terms Platforms and devices change the playing field There is a new face of competition Delight and disdain will be broadcast Switching is easier than ever The funnel is not linear, nor circular Lines are blurring between marketing, commerce and service Media, devices and platforms continue to be democratized Pace of technology and device innovation is unprecedented New digital competitors are re-imagining services New partnerships and new ecosystems being formed Primacy of the Customer

8 Are you prepared? Who are your future customers and influencers? How do you delight your customers anywhere, every time? Who are your future competitors and partners? What business are you really in?

9 The business imperative is to achieve Enduring customer relevance at scale Success comes from a customer-focused digital transformation that prioritizes a superior experience and aligns internal organization, processes and technology to enable it.

10 Enduring customer relevance requires three key elements. DELIGHT YOUR CUSTOMERS Understand your customer to design delightful omni-channel experiences and services Relevant, Elegant, Simple RE-ORIENT YOUR BUSINESS Transform the business and operating models towards customer-centricity and agility while infusing innovation and analytics into the core culture Effective, Agile, Delivers ROI FLEX YOUR PLATFORM Power the business and customer experiences by optimizing the marketing, content, and commerce technology and operations scaled as needed to perform Robust, Scalable, Deployed Fast

11 By combining all three elements, breakthrough outcomes are possible. Disrupt Business Benefits Drive Defend your core business and meet customer expectations Differentiate New customer experience Pivot business model using digital New products & services Redefined customer expectations New distribution models New value propositions Unlock efficiencies for customer interactions Time Customer Business Platforms

12 Two: The Journey to Success

13 Luxury Brand 200 Stores Rapid Growth > 50% Digital Sales 42 Countries Increasing Competition

14 Our Client is embracing an OmniCommerce vision to meet changing customer needs Campaign Management Social & Personal Relationships Marketing Connecting the Interactions Focus on the customer journey & experience is critical Channels to Consumer CRM and Analytics Order Management & Fulfilment Customer Insight

15 and continuing to grow by making the shift Microsegmentation Omnichannel New Geo /Services Replenishment & Forecasting Global Stock visibility Personalization Global Distribution... ADAPT new technologies to enable evolving Sales & Marketing strategies Social Media... ADOPT enterprise standard platform to drive Operational Excellence Worldwide Order Mngmt Availability B2B & B2C Ctr. Mngmt Localization Business Synergies Store Operations Ensure BCP

16 This is executed through bringing the best out of two strategic retail platforms Sales Marketing Operations Financial & Control Channel Integration Decision Support Master Data

17 The benefits are numerous Seamless cross-channel Information Scalable and flexible systems Functional Examples: Strong CRM Cross-channel capabilities Usability and performance Product availability Management dashboard and key KPIs Service excellence End-to-end business processes New functionalities

18 and are delivered through a unified business, IS and partner team Headquarters & The Content Business The Experience IS Leading Partners The Framework

19 Three: The Nuts & Bolts

20 Solution Architecture overview through a client example

21 Global B2B ecommerce Johnson and Johnson asked Accenture to make a easier and more cost effective B2B e-commerce platform for the pharma and medical devices and diagnostics division in LATAM countries as a pilot. Since then J&J divisions of North America has adopted the same strategy and has signed up Accenture to do their multi brand roll out for all of North America for Pharma and MD&D

22 Approach Complete solution based on Hybris & SAP Base hybris B2B and B2C Functionality Accenture responsibility PCM My account Account admin Order entry Order review Order submit Cart Reporting Oportunities Profiles Catalog Orders Client responsibility SSO Active directory Web methods / PI / Integration layer SAP CRM SAP ECC / MDM / ABAP BI

23 A typical logical architecture 3rd party integrations Google analytics etc. Registration etc. Grid ordering FedEx /UPS USPS Login Order templates User management Browse Search Pricing Catalog etc. Quotes Credit check Confirmations etc. Notifications Reports Catalog syndication Paymetric's data intercept User admin Account profile PIM / PCM Solr search Celum Cart Checkout Orders Invoices Catalog punch-out etc. LOT Master Territor y List pricing Contract Pricing Price quotes eligibility Order preview and create Order History Invoices Reports Extended Web Methods / PI / Integration Bus Added J&J Internal SSO MDM ISIS Celum MD&D SAP MDM Consumer SAP Note: Work in progress. Details under investigation. Legacy back end systems will be integrated with the same ESB, to comply with platform standards

24 What can we do for you? Mark Cotton Souvik Banerjee