Customer experience. SPACE, TECHNOLOGY & THE CUSTOMER EXPERIENCE

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1 Customer experience. SPACE, TECHNOLOGY & THE CUSTOMER EXPERIENCE

2 Why are we speaking about customer experience? The pace of change. Individuals are adopting new technologies faster than the companies they do business with. This is your challenge.

3 CO-CREATIVE CONSUMERS Co-creative consumers. The convergence of the customer and the company are critical. Businesses are releasing the potential in cocreating with their consumers. The convergence of the customer and the company are critical for businesses to optimise loyalty in our new social, economic landscape. AUDIENCE COMMUNITY PARTICIPANT TRANSACTIONAL Prosumers LOYALTY USER 3 Deloitte. Customer Experience. 2015

4 DATA DRIVEN INNOVATION Data driven innovation. How you respond to customers co-creative participation and insights will determine the disruptive potential, market relevance and evolution of your brand. 4 Deloitte. Customer Experience. 2015

5 WHY DOES IT MATTER? Why does it matter? Because customers want to engage with brands in new ways. Your success depends on enabling new ways to engage. 5 Deloitte. Customer Experience. 2015

6 Businesses need to adapt. Customers expect more than the empires of yesterday could offer.

7 THE ISSUE The issue. Far too many of us still have our head in the sand. 84% of global executives believe innovation is extremely important. Only 6% are satisfied with their innovation performance. bv Harvad Business review March Deloitte. Customer Experience. 2015

8 WHY DOES IT MATTER? What does this mean? We need to transform today s retail landscape. 8 Deloitte. Customer Experience. 2015

9 INTERNET OF EVERYTHING The internet of everything. The convergence of our digital and physical worlds will re-direct how we design customer experiences in their entirety. It is expected that 1 trillion objects will be connected to the Internet by Everything 9 Deloitte. Customer Experience. 2015

10 INTERNET OF EVERYTHING The internet of everything. How you respond to digital, physical, products, services and environment integration will make or break you in the age of customer experience. Everything Economic technological disruption - by 2025 Mobile internet $4 trillion - $11 trillion Internet of Things $3 trillion - $6 trillion 10 Deloitte. Customer Experience. 2015

11 CUSTOMERS RESPONDING How are customers responding? 40% OF IN-STORE VISITS ARE INFLUENCED BY DIGITAL IN AUSTRALIA, COMPARED WITH 27% IN THE UK. IN-STORE SALES ACCOUNT FOR 93% OF TOTAL RETAIL SALES IN AUSTRALIA. ONE IN 5 SHOPPERS SPEND MORE IN- STORE AS A RESULT OF USING DIGITAL. 65% OF AUSTRALIANS ARE USING DIGITAL BEFORE THEIR SHOPPING TRIP 31% DURING 9% AFTER. Sourced from: Navigating the New Digital Divide Digital influence in Australian retail Deloitte. Customer Experience. 2015

12 How are businesses responding? MIT supermarket of the future

13 How are businesses responding? MIT supermarket of the future Create dynamic experiences that evolve, delight, expand and contract to meet the needs of today s tech savvy customer.

14 How are businesses responding? Samsung saftey truck

15 How are businesses responding? Samsung saftey truck Build brand innovations that have a positive impact on society.

16 How are businesses responding? Google project Tango with Walgreens

17 How are businesses responding? Google project Tango with Walgreens Ensure digital in-store experiences is contexturalised and optimised to support the physical environment.

18 How are businesess responding? Frog NYC Beacon

19 How are businesess responding? Frog NYC Beacon Consider the historical, social and situational circumstances of your customer. How can you play to existing customer behaviour?

20 How are businesses responding? Droga5 Under Armour, Gisele Bündchen, #Will What I Want

21 How are businesses responding? Droga5 Under Armour, Gisele Bündchen, #Will What I Want Develop strategies that empower your customers to socialise and participate with your brand.

22 How are businesses responding? Disney Magic Band

23 How are businesses responding? Disney Magic Band Revolutionise the way you connect, communicate and share with your customers. Use their data to create meaningful, personal experiences.

24 OMNI-CHANNEL Omni-channel AUTHENTIC BRANDS AND PRODUCTS THAT RESONATE success. Success needs disruption, design thinking and feasibility. D I S R U P T I O N WHAT IS NEW D E WHAT CUSTOMERS WANT S I G N T H I N K I N G WHAT YOU CAN ACHEIVE F E A S A B I L I T Y 24 Deloitte. Customer Experience. 2015

25 CUSTOMER EXPERIENCE Customer experience. F O R B U S I N E S S We believe customer experience design ensures contextual relevance, successful integration, and optimisation of digital within the physical environments. G O O D SOCIAL ONLINE IN-STORE MOBILE CONNECTED CUSTOMER EXPERIENCE G O O D F O R T H E C U S T O M E R 25 Deloitte. Customer Experience. 2015

26 HEART OF THE BUSINESS So what should you be doing? Put your customers at the heart of your business in a completely new definition of customer-centricity and insightled design thinking. Make them prosumers. WHO THEY ARE WHAT THEY WANT LIVE AND BREATHE THEIR WORLD MAP THEIR JOURNEY INVITE THEM TO CO-CREATE TEST 26 Deloitte. Customer Experience. 2015

27 SWEET SPOT Sweet spot for success. CUSTOMER RELATIONSHIP Put your customer at the heart of everything you do. CUSTOMER ENGAGEMENT CUSTOMER EXPERIENCE Customer Centricity + Customer Advocacy X Business Transformation = Market CUSTOMER LIFE-CYCLE CUSTOMER VALUE CUSTOMER LOYALTY 27 Deloitte. Customer Experience. 2015

28 THANK YOU Robbie Robertson Partner Spatial and Brand Experience M E rorobertson@deloitte.com.au GENERAL INFORMATION ONLY This presentation contains general information only, and none of Deloitte Touche Tohmatsu Limited, its member firms, or their related entities (collectively the Deloitte Network ) is, by means of this presentation, rendering professional advice or services. Before making any decision or taking any action that may affect your finances or your business, you should consult a qualified professional adviser. No entity in the Deloitte Network shall be responsible for any loss whatsoever sustained by any person who relies on this presentation. ABOUT DELOITTE Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee, and its network of member firms, each of which is a legally separate and independent entity. Please see about for a detailed description of the legal structure of Deloitte Touche Tohmatsu Limited and its member firms. Deloitte provides audit, tax, consulting, and financial advisory services to public and private clients spanning multiple industries. With a globally connected network of member firms in more than 150 countries, Deloitte brings world-class capabilities and high-quality service to clients, delivering the insights they need to address their most complex business challenges. Deloitte has in the region of 200,000 professionals, all committed to becoming the standard of excellence. ABOUT DELOITTE AUSTRALIA In Australia, the member firm is the Australian partnership of Deloitte Touche Tohmatsu. As one of Australia s leading professional services firms, Deloitte Touche Tohmatsu and its affiliates provide audit, tax, consulting, and financial advisory services through approximately 6,000 people across the country. Focused on the creation of value and growth, and known as an employer of choice for innovative human resources programs, we are dedicated to helping our clients and our people excel. For more information, please visit Deloitte s web site at Liability limited by a scheme approved under Professional Standards Legislation. Member of Deloitte Touche Tohmatsu Limited 2015 Deloitte Private Pty Ltd