Customer Experience Management

Size: px
Start display at page:

Download "Customer Experience Management"

Transcription

1 Customer Experience Management Finnish-Russian Chamber of Commerce Fredrik Bergström, Solution Manager Digital Commerce

2 About me As Solution Manager I am responsible for customer value, market understanding and thought leadership related to digital commerce solution area. I lead the ecommerce / Omnichannel business and owns the offering globally in Tieto. I am also a key member in Customer Experience Management business to define the future services for enjoyable customer experience. As a Solution Manager I lead and executes offering sales together with Tieto industry sales, solution experts like project managers and architects. The work includes promotion and go-to-market and project activities both externally and internally in Tieto. I also leads the offering development work through investments and development project portfolio focused on the retail industry. I participates actively in customer interface to gather insight for the offering development and collaborate together with leading ecommerce vendors such as Hybris, IBM, Microsoft, EPi Server and Oracle. Some of my clients, 2 Tieto Corporation

3 Operating countries #1 in IT services in Finland Tieto is the largest company in the Nordics that provides full lifecycle services in IT, as well as product development, for private and public organisations. Building on our Nordic heritage and values, we have global capabilities and a strong presence where our customers need it in the Nordics or via global delivery centres across the globe. Moscow in telecom R&D in Europe #2 in IT services in Sweden 3 Tieto Corporation #1

4 Presence since 1996 Offices in Moscow and St. Petersburg 100+ employees Tier 3 Data center in Moscow 150+ customers in Russia (in all regions of the country) Competence centers for Retail, Telecom, Finance, Forest, Oil&Gas T resources and access to large global resources Local consultancy, development, support T 4 Tieto Corporation Confidential Tieto Russia

5 Accelerating growth in focus Expand markets 2015 Accelerate growth portfolio 2014 Reorienting for growth 2012 Build the foundation Execute the structure and efficiency Tieto Corporation Expand proven growth bets beyond the Nordics New growth bets e.g. IPR Accelerate customer renewal through digitalization Scale growth businesses CEM, Industrial internet, MS cloud, IPR Accelerate modernization AM and Infra Modernizing customers infra and apps Expand customer base in the Nordics Launch new cloud services Improve customer experience and quality Continue simplification and efficiency

6 We work from vision to value for a seamless digitally empowered customer experience Vision Value The Digitally Empowered Customer Experience Define business objectives 6 Tieto Corporation ADVICE DESIGN BUILD RUN Shaping the Vision Creating the Experience Making it Happen Continuously Optimising Digital strategies New business models Transformation management Concept Service UX design Co-creation Channels Tools Engines and processes Cloud SaaS PaaS Define next generations goals

7 Definition of Customer Experience Management (CEM) Customer Experience is a sum of all interactions: how customers/ consumers experience the brand, product or service in multiple touch points or interactions. 7 Tieto Corporation

8 Definition of Customer Experience Management (CEM) Customer Experience is a sum of all interactions: how customers/ consumers experience the brand, product or service in multiple touch points or interactions. Customer Experience Management (CEM) is the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy. 8 Tieto Corporation

9 CEM is the top priority Difficult to differentiate on product or price anymore Customer experience and insight provide sustainable differentiation and key competitive advantage More than 90% of business leaders say information is a strategic asset Source: Gartner 9 Tieto Corporation By 2016, 30% of businesses have begun monetizing their information assets

10 Major opportunity This new normal can be seen as a threat. But the companies that see the great potential in it will prosper, as these new technologies also bring groundbreaking opportunities. CEM enables you to translate these opportunities into better, more sustainable business. Companies investing in customer experience deliver 30% more cumulative returns compared to the S&P 500 average. Source: Forrester and Tieto Tieto Corporation

11 Let s look at a case to understand CEM in reality. 11 Tieto Corporation

12 12 1 Tieto Corporation

13 13 1 Tieto Corporation

14 14 Tieto Corporation

15 15 1 Tieto Corporation

16 16 1 Tieto Corporation

17 Five Learnings

18 1. OmniChannel experience 2. Personal customer engagement 3. New role for the Brick-And-Mortars store 4. New Logistic and Supply Chain 5. New Technology

19 Public OmniChannel E-Commerce supporting brick-and-mortar stores? Store customers Store 1 Store 2 Store X Omnichannel customers 19 Tieto Corporation Digital channels Omnichannel shoppers at John Lewis spend 250% more Tesco s omnichannel shoppers spend 200% more +250% +200%

20 Public 20 Tieto Corporation

21 Public OmniChannel impact in business process Source: HUI Research, 2014 Tieto Corporation

22 Public Tieto Corporation

23 Public The drastic change of shopping journey: The variety of journeys available to shoppers is growing expotentially Source: Cisco Consulting services 2015: Winning the New Digital Consumer with Hyper-Relevance 23 Tieto Corporation

24 Tieto Corporation Public 2. Personal customer engagement and marketing

25 Public 25 Tieto Corporation

26 Public 26 Tieto Corporation

27 Public Tieto Corporation

28 Tieto Corporation Public 3. New role for Brick-AndMortars

29 Public Stores now have to earn the right to stay open. Ronald Sargent, CEO Staples 29 Tieto Corporation

30 Public Tieto Corporation

31 Converse, New York 31 Tieto Corporation

32 32 Tieto Corporation

33 33 Tieto Corporation

34 9 of 10 is buying 34 Tieto Corporation

35 Social Fulfillment Centers Playground

36 Tieto Corporation Public 4. New Logistic and Supply Chain

37 Bite Beauty, New Yorks Tieto Corporation

38 38 Tieto Corporation

39 Home delivery or Pick up at store? % % Källa; The New Digital DivideRetailers, shoppers, and the digital influence factor

40 5. New Technology Tieto Corporation

41 Summary Find your Social playground 41 Tieto Corporation Go for BOPIS Engage the customers Use technology for omni measuring and KPI s SatsaPersonalisation på BOPIS is a winner Våga experimentera

42 Tieto Retail Experience For the future of retail

43 CUSTOMER PHENOMENA AND NEW OPPORTUNITIES DRIVING THE CHANGE 72% of Millenials research their options online before going to a store or the mall % greater customer engagement with personalized recommendations. (source TIG survey, 2014) 85% of U.S. consumers prefer to shop in physical stores. (source: Baynote) (source: TimeTrade survey, 2015) 45% of UK online consumers chose click-and-collect for Christmas shopping in % of consumers expect live chat to be available on mobile devices. (source: Econsultancy survey, n=1000) (source: Moxie survey, 2014) 40% of Nordic shoppers expect the product to be delivered within 3 days. (source: PostNord, 2014) Jown Lewis: Omnichannel shoppers spend 3.5 times more and are more loyal. Brands must help consumers become happier or better, say 72% of Millenials. (source: TIG survey 2014) (source: IDC Retail Insights, 2012) 43 Tieto Corporation

44 We approach customers through industry concepts, that represent our understanding of the CEM challenges in 2020 Example of Retail industry concept Complex customer journeys why is customer coming to store? More digitalisation to store? More digitalisation to service or sales situation? Gimmicks vs true benefits? Consumers are savvy, how could retailers level that? Understand consumers and changes in environment Collect and combine internal and external date - and act 44 Tieto Corporation Adaptive Store Savvy Retail Sell and Deliver Anywhere Me-tail Retailer should be able to sell always then customer wants to buy True onmichannel in sales and delivery Easiness in buying through recommendations How could retailers talk to individuals and be relevant Millenials vs others Content marketing, targeted, contextual, dialogue Changing role of the service centers

45 ADAPTIVE STORE keeps store relevant for all visitors Creating a seamless shopping experience that merges the online and in-store worlds leads to a united brand experience. The shopper feels it as a natural continuum rather than separate steps. KEY SOLUTIONS Assisted sales tool In-store mobile experience Digital Signage and Kiosk solutions Store analytics and dashboard Modern point-of-sales and mobile payment 45 Tieto Corporation

46 SELL N DELIVER ANYWHERE enables flexible shopping and delivery options 24/7 E-commerce has become omnichannel commerce. The customer journey becomes streamlined and flexible. Backed by complex and integrated retail systems, modern 24/7 digital shopping takes shape according to personal needs, from browsing and ordering to delivery or pick-up. KEY SOLUTIONS Omnichannel commerce suite B2C web shop B2B web shop Product information management Order management systems 46 Tieto Corporation SELL N DELIVER ANYWHERE

47 ME-TAILING makes marketing feel like a service Engaging consumers through personalization to trust and loyalty encourages them to share data that helps the retailer to deliver to the shopper s needs with increasing accuracy. The new era of customer loyalty means less of take your card out and more of Hey, we remember you. KEY SOLUTIONS Experience and content management Campaign management Engaging customer service Voice of Customer and feedback management Fully branded mobile app for shoppers Example offerings: Adobe Marketing cloud & Adobe tools 47 Tieto Corporation

48 SAVVY RETAILER understands what every customer wants Capturing, analyzing, and acting on re- al-time consumer data will allow retailers to create a more personal and accurate shopping experience by even predicting shoppers behavior. A customer whose needs are satisfied becomes a returning customer. And a returning customer means business. KEY SOLUTIONS Advanced customer analytics Big data platform and integration Digital analytics Personalization and recommendation Social Analytics 360 dashboards 48 Tieto Corporation

49

Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions

Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions The World is Going Digital The incredible growth of the internet, the proliferation of mobile devices and the

More information

The Connected RetAil Experience. Empowering Employees, Reinventing Customer Interactions

The Connected RetAil Experience. Empowering Employees, Reinventing Customer Interactions The Connected RetAil Experience Empowering Employees, Reinventing Customer Interactions Retail will change more over the next five years than the last 50 years. Source: Operating Seamlessly: Integrating

More information

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS THE NEW ERA OF ABOUT THE AUTHOR Paul Rogers is the Head of Customer Experience and CRM within HCL s Applications Division. Based in London, Paul is responsible for leading HCL s CRM consulting and technology

More information

Do More. Improving digital commerce by delivering the experience consumers expect.

Do More. Improving digital commerce by delivering the experience consumers expect. Do More Improving digital commerce by delivering the experience consumers expect. Skava White Paper CONTENT Consumer Engagement 1 Consumers Choose How to Interact With Retailers 2 What Does Omni-Channel

More information

Winning with EPiServer

Winning with EPiServer Winning with EPiServer Doing what no one else is doing Digital Marketing E-Commerce Improving customer experience by combing e-commerce and digital marketing software Doing what no one else is doing Customer

More information

Retail Customer Excellence Awards All questions below require an answer and have a 250 word limit.

Retail Customer Excellence Awards All questions below require an answer and have a 250 word limit. Retail Customer Excellence Awards All questions below require an answer and have a 250 word limit. 1. Customer centricity excellence award Demonstrate the activities you currently undertake to implement

More information

Client focused. Results driven. Ciber Retail Solutions

Client focused. Results driven. Ciber Retail Solutions Client focused. Results driven. Ciber Retail Solutions Multi-Channel Retailing Retailers are confronted by a downturn in consumer spending, ever-tighter margins, emerging shopping patterns, empowered consumers

More information

Microsoft Dynamics AX with Episerver Commerce

Microsoft Dynamics AX with Episerver Commerce SEO Campaigns avensia Technology for Microsoft Dynamics AX Turn-Key Storefront Solution Microsoft Dynamics AX with Episerver Commerce Automation Android Social Marketing Campaigns Search ios Newsletter

More information

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Physical/Digital Convergence: New Technology for Omnichannel Retail

Physical/Digital Convergence: New Technology for Omnichannel Retail Physical/Digital Convergence: New Technology for Omnichannel Retail Moderator Allison Enright Editor Internet Retailer Featured Panelist Nikki Baird Partner Retail Systems Research Speaker Jeremy Wilson

More information

Get back to a personalized customer experience.

Get back to a personalized customer experience. How-To Guide Get back to a personalized How-To Guide: Bringing Customer Satisfaction to the Forefront How is service changing? Think of service in three waves: Wave one is how service was in the past,

More information

Experience Is Everything

Experience Is Everything RETAIL PLAYBOOK Experience Is Everything 3 Critical Ways to Boost Customer Satisfaction in an Omnichannel World Retail m 8.8% ore than two decades after the first secure online purchase, the bricks-to-clicks

More information

CUSTOMERS ARE HARDER TO ENGAGE THAN EVER.

CUSTOMERS ARE HARDER TO ENGAGE THAN EVER. Customer Engagement & Commerce: un cliente, diversi percorsi, infinite possibilità Ivano Fossati, Director Business Development EMEA CoE CUSTOMER ENGAGEMENT CUSTOMER ENGAGEMENT CUSTOMERS ARE HARDER TO

More information

Elastic Path Commerce for Adobe Marketing Cloud

Elastic Path Commerce for Adobe Marketing Cloud Elastic Path Commerce for Adobe Marketing Cloud Integrated Experience-Driven Commerce Elastic Path Commerce for Adobe Marketing Cloud Elastic Path Commerce for Adobe Marketing Cloud is the premier enterprise

More information

OMNICHANNEL RETAILING: FROM VISION TO REALITY

OMNICHANNEL RETAILING: FROM VISION TO REALITY OMNICHANNEL RETAILING: FROM VISION TO REALITY Exploring how to meet the critical need for bringing superior anytime, anywhere shopping journeys to life For more information visit ncr.com or contact us

More information

Page 1. Transform the Retail Store with the Internet of Things

Page 1. Transform the Retail Store with the Internet of Things Page 1 Transform the Retail Store with the Internet of Things The Internet of Things is here today There s a new era dawning in the retail industry, and it s being driven by the Internet of Things. The

More information

Deliver a Superior Customer Experience. a social one.

Deliver a Superior Customer Experience. a social one. Social CRM Technology perspective on Business.. or the other way around? Daniel Burian CRM Presales Manager, Central Europe Deliver a Superior Customer Experience. a social one. As

More information

B2B ecommerce Selling Online Isn t Just for Retailers Ryan Burnham k-ecommerce

B2B ecommerce Selling Online Isn t Just for Retailers Ryan Burnham k-ecommerce B2B ecommerce Selling Online Isn t Just for Retailers Ryan Burnham k-ecommerce OUR COMMITMENT TO THE COMMUNITY 1,500+ CLIENTS IN 15 COUNTRIES k-ecommerce YOUR ONLINE BUSINESS PARTNER ecommerce built for

More information

Foreword. info@sonata-software.com. www.sonata-software.com

Foreword. info@sonata-software.com. www.sonata-software.com Foreword Retail industry is currently going through a once-in-a-generation transformation, primarily driven by more evolved shoppers and technological innovations. This has resulted in a structural shift

More information

«How to make it happen» How IBM is fueling the evolution of retail innovation, store transformation & FMCG consumer engagement

«How to make it happen» How IBM is fueling the evolution of retail innovation, store transformation & FMCG consumer engagement «How to make it happen» How IBM is fueling the evolution of retail innovation, store transformation & FMCG consumer engagement Leaders will take a systematic and integrated approach to drive enterprise

More information

SEPTEMBER 2015 RETAIL ADVERTISING REPORT CARD MAKING THE GRADE IN AN OMNICHANNEL WORLD

SEPTEMBER 2015 RETAIL ADVERTISING REPORT CARD MAKING THE GRADE IN AN OMNICHANNEL WORLD SEPTEMBER 2015 RETAIL ADVERTISING REPORT CARD MAKING THE GRADE IN AN OMNICHANNEL WORLD IS YOUR DIGITAL MARKETING MAKING THE GRADE? A 7% These days, everyone is an omnichannel consumer. We shop in stores,

More information

Bringing Digital into Store, now and in the future

Bringing Digital into Store, now and in the future Bringing Digital into Store, now and in the future Neil Adamson Digital Commerce Lead Accenture Interactive Agenda The now An integrated store The future Recent history: multi/omni-channel Multi-channel

More information

Magento Commerce Overview

Magento Commerce Overview Magento Commerce Overview November 4, 2015 2015 Magento Commerce, Inc. All rights reserved. The New Magento Commerce Leading platform for open commerce innovation digital to in-store experiences Open,

More information

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers A CHASE PAYMENTECH WHITEPAPER Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers Table Of Contents Changing shopping habits... 3 The multi-channel journey...

More information

Infor Rhythm for commerce E-commerce that s comprehensive, integrated, and beautifully-designed

Infor Rhythm for commerce E-commerce that s comprehensive, integrated, and beautifully-designed TM Infor Rhythm for commerce E-commerce that s comprehensive, integrated, and beautifully-designed Deploy a digital experience that delights customers and drives meaningful business results Make online

More information

MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT

MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT AT A GLANCE 2015 is the Year of the socalled Millennial (18-34 year olds)

More information

Adobe Experience Manager Apps

Adobe Experience Manager Apps Adobe Experience Manager Apps Capability Spotlight Adobe Experience Manager Apps Enable marketing and development teams to collaborate and deliver more engaging mobile app experiences that drive higher

More information

The art of process-driven CRM

The art of process-driven CRM The art of process-driven CRM 1 bpm online marketing 2 bpm online sales 3 bpm online service 4 bpm online platform Strategy Creating process-driven products marketing sales service bpm online A single

More information

Mastering Retail Systems of Engagement. Engage your customer like never before

Mastering Retail Systems of Engagement. Engage your customer like never before Mastering Retail Systems of Engagement Engage your customer like never before The Retail Transformation The Equipped Customer Consumers demand to access information anytime, anywhere is posing challenges

More information

A Retail Path Forward

A Retail Path Forward A Retail Path Forward How to build a base for innovation in omni-channel shopping experiences www.pointsource.com (877) 843-7481 6601 Six Forks Road, Suite 200 Raleigh, NC 27615 hello@pointsource.com 1

More information

Episerver Digital Experience Cloud Omni-Channel Digital Commerce for Dynamics AX

Episerver Digital Experience Cloud Omni-Channel Digital Commerce for Dynamics AX Episerver Digital Experience Cloud Omni-Channel Digital Commerce for Dynamics AX Power closed-loop digital commerce helping retailers sell online faster and more easily Online marketing and digital commerce

More information

Make the Leap from ecommerce to Omni- Channel

Make the Leap from ecommerce to Omni- Channel Iaodesign/Shutterstock An ecommerce platform is the foundation for a successful Omni- Channel business model arvato Systems North America 6 East 32nd Street, New York, New York 10016 United States All

More information

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material,

More information

The Shopatron Omni-Channel Playbook

The Shopatron Omni-Channel Playbook The Shopatron Omni-Channel Playbook The Shopatron Omni-Channel Playbook ecommerce, like football, is all about strategy. The plays you choose and your execution decide whether or not you win the game.

More information

HOW THEY ARE SHOPPING NOW

HOW THEY ARE SHOPPING NOW HOW THEY ARE SHOPPING NOW Current trends and challenges in digital retailing An NCR white paper Are you ready for today s retailing? It s not just about what consumers want to buy. It s about how they

More information

February 16th, 2012 Prague. Smarter Commerce. Robert Mahr. Leader Smarter Commerce CEE & RCIS

February 16th, 2012 Prague. Smarter Commerce. Robert Mahr. Leader Smarter Commerce CEE & RCIS February 16th, 2012 Prague Smarter Commerce Robert Mahr Leader Smarter Commerce CEE & RCIS Complex Fuzzy Interlocked Powerful! The Smarter Consumer is more instrumented Instrumented 36% more consumers

More information

Transforming the Store Experience with Cisco Retail Solutions

Transforming the Store Experience with Cisco Retail Solutions Transforming the Store Experience with Cisco Retail Solutions A key goal for today s retailer is to become a true omnichannel business. Crossing the boundaries of digital and physical retail environments,

More information

RBTE: Big themes from Europe s biggest Retail show

RBTE: Big themes from Europe s biggest Retail show RBTE: Big themes from Europe s biggest Retail show The Pierhouse team joined thousands of visitors, retailers and exhibitors at the Retail Business Technology Expo in London to discuss the challenges and

More information

What consumers want in 2015: multi-screen experiences, personalisation and social shopping

What consumers want in 2015: multi-screen experiences, personalisation and social shopping PRESS RELEASE What consumers want in 2015: multi-screen experiences, personalisation and social shopping - DigitasLBi s 2015 Connected Commerce study of retail trends reveals a significant rise in the

More information

An RIS News Whitepaper

An RIS News Whitepaper An RIS News Whitepaper The Omnichannel PRODUCED BY There is abundant evidence that the shopper preference for buying online and picking up in a store has become part of mainstream retailing. It is a logical

More information

Differentiate Now for Retail Leadership The Omni Channel Customer Experience

Differentiate Now for Retail Leadership The Omni Channel Customer Experience Differentiate Now for Retail Leadership The Omni Channel Customer Experience Singapore October 11 th, 2011 Ivano Ortis Head International, IDC Retail Insights Agenda Industry Trends What is Changed? Omni-channel

More information

Elastic Path Commerce for Adobe Marketing Cloud Integrated Experience-Driven Commerce

Elastic Path Commerce for Adobe Marketing Cloud Integrated Experience-Driven Commerce Elastic Path Commerce for Adobe Marketing Cloud Integrated Experience-Driven Commerce Elastic Path Commerce For Adobe Marketing Cloud is the only enterprise software product designed specifically to add

More information

New omni-channel sales approach for personalized Customer Experience at a leading Media company

New omni-channel sales approach for personalized Customer Experience at a leading Media company New omni-channel sales approach for personalized Customer Experience at a leading Media company Customer Experience Management with Salesforce.com Prague June 17, 2014 Agenda The New Selling Experience

More information

Guide. Omni-Channel Order Management

Guide. Omni-Channel Order Management Guide Omni-Channel Order Management Omni-Channel Order Management Guide 02 Omni-Channel Order Management Guide The retail industry is undergoing a phenomenal transformation. Technological advances and

More information

THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing

THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing THE CHANGING RETAIL WORLD The rise and challenges of omnichannel retailing WHITEPAPER 2015 CitiXsys. All Rights Reserved. Page: 1 PREFACE The world is constantly evolving and so are the habits of people

More information

IBM Commerce by CrossView, Order Management Order management in the cloud. IBM Commerce by CrossView, Order Management 1

IBM Commerce by CrossView, Order Management Order management in the cloud. IBM Commerce by CrossView, Order Management 1 IBM Commerce by CrossView, Order Management Order management in the cloud IBM Commerce by CrossView, Order Management 1 IBM Commerce by CrossView, Order Management is a solution that delivers strategy,

More information

Student Lifecycle Journey

Student Lifecycle Journey Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your

More information

Winning in Retail in the next decade. Turn Showroomers and Digital Shoppers into Omnichannel advocates

Winning in Retail in the next decade. Turn Showroomers and Digital Shoppers into Omnichannel advocates Winning in Retail in the next decade Turn Showroomers and Digital Shoppers into Omnichannel advocates The Digital Shopper Profile Price-conscious, showrooming, real-time, all time Millennials and Other

More information

Proactively Increasing Your Online Sales

Proactively Increasing Your Online Sales Proactively Increasing Your Online Sales TABLE OF CONTENTS Executive Summary...1 The Problem with Online Sales...1 Best Practices to Increase Online Sales...3 Executive Summary Selling online is more than

More information

CONSULTING FOR THE MIDDLE MARKET

CONSULTING FOR THE MIDDLE MARKET BUSINESS INSIGHTS Omni-Channel Retailing in Middle Market Part I: Understanding Omni-Channel & its Potential Impacts on the Retailing Industry Brock D. Eckles July 29, 2015 CONSULTING FOR THE MIDDLE MARKET

More information

Beyond CRM: a new era for Customer Engagement SAP hybris - Customer Engagement & Commerce

Beyond CRM: a new era for Customer Engagement SAP hybris - Customer Engagement & Commerce Beyond CRM: a new era for Customer Engagement SAP hybris - Customer Engagement & Commerce Enrico Manzi VP Business Development CEC EMEA Lisbon, November 4 th 2015 Agenda Our World Addressing the change

More information

Adobe s Approach to Customer Experience Management

Adobe s Approach to Customer Experience Management Adobe s Approach to Customer Experience Management Table of contents 1: Introduction 2: What is not working 3: Adobe s Approach 4: Getting Started 6: Summary 7: For more information Introduction In recent

More information

Omni-Channel Marketing for Customer Driven Interaction

Omni-Channel Marketing for Customer Driven Interaction Omni-Channel Marketing for Customer Driven Interaction 2 Omni-Channel Marketing for Customer-Driven Interaction The Customer Driven Experience With the growing impact of mobile apps and digital touchpoints

More information

WHITE PAPER Analytics for digital retail

WHITE PAPER Analytics for digital retail WHITE PAPER Analytics for digital retail Introduction The advent of organized retail propelled businesses to reach out to a wider spectrum of consumers in an effort to increase market share. This gave

More information

Omni-Channel Crimsonwing White Paper. August 2014

Omni-Channel Crimsonwing White Paper. August 2014 Omni-Channel Crimsonwing White Paper August 2014 1 Contents 03 Introduction 04 What is Omni-Channel Retail? 05 Challenging Pure-Play retailers 06 Examples of Omni-Channel Success 07 Omni-Channel is more

More information

CUSTOMER CENTRICITY CUSTOMER RELATIONSHIP MANAGEMENT IN THE DIGITAL AGE

CUSTOMER CENTRICITY CUSTOMER RELATIONSHIP MANAGEMENT IN THE DIGITAL AGE CUSTOMER CENTRICITY CUSTOMER RELATIONSHIP MANAGEMENT IN THE DIGITAL AGE SPEAKERS Dilip Popat, Microsoft Javed Sikander is an ITS in the EPG Retail WW team. He contributed to the customer centricity solution

More information

Tieto Corporation. Lasse Heinonen CFO Tanja Lounevirta Head of Investor Relations 27 October 2014

Tieto Corporation. Lasse Heinonen CFO Tanja Lounevirta Head of Investor Relations 27 October 2014 Tieto Corporation Lasse Heinonen CFO Tanja Lounevirta Head of Investor Relations 27 October 2014 Financial facts Customer sales in 2013* ) : EUR 1607 million EBIT margin excl. one-off items **) : 8.8%

More information

Filipp Shubin COO Synqera for NRF Big Show 2014 DELIVERING A PERSONALIZED IN-STORE EXPERIENCE

Filipp Shubin COO Synqera for NRF Big Show 2014 DELIVERING A PERSONALIZED IN-STORE EXPERIENCE Filipp Shubin COO Synqera for NRF Big Show 2014 DELIVERING A PERSONALIZED IN-STORE EXPERIENCE The changing retail environment 1. Five-year average return on investment: 3. Customer satisfaction index (out

More information

WebSphere Commerce V7 Management Center

WebSphere Commerce V7 Management Center Juha Nevalainen WebSphere Commerce Technical Specialist April 20 WebSphere Commerce V7 Management Center Introduction Proof of Technology Agenda What is WebSphere Commerce WebSphere Commerce Focus Areas

More information

B2C E-Commerce Trends for 2013

B2C E-Commerce Trends for 2013 B2C E-Commerce Trends for 2013 April, 2013 1 Contents Introduction 3 Methodology 4 Executive Overview 6 Findings 7 Our Take 19 2 Introduction The reality is that customers often take a hard-to-predict,

More information

Understanding your customer s lifecycle journey

Understanding your customer s lifecycle journey IBM Software Thought Leadership White Paper Customer Analytics Understanding your customer s lifecycle journey Shorten digital purchase cycles by solving conversion struggles 2 Understanding your customer

More information

CORPORATE SUCCESS ARE THEY LINKED

CORPORATE SUCCESS ARE THEY LINKED CUSTOMER DELIGHT VS. CORPORATE SUCCESS ARE THEY LINKED Service vs Sales who wins? Chris Butterworth UK Retail Sales, egain February 2014 HEADLINES o Can an organisation s and a customer s objectives be

More information

Turbulent Times for the CMO. GfM Marketing-Trend-Conference March 25th, 2014

Turbulent Times for the CMO. GfM Marketing-Trend-Conference March 25th, 2014 Turbulent Times for the CMO GfM Marketing-Trend-Conference March 25th, 2014 Turbulent Times for the CMO How we help CMOs to master their turbulences Accenture Interactive CMO perceptions Turbulence Triangle

More information

What Data Discovery can do for a true OmniChannel experience. A Credon White Paper

What Data Discovery can do for a true OmniChannel experience. A Credon White Paper What Data Discovery can do for a true OmniChannel experience A Credon White Paper 1 The need for Omnichannel According to Comeos (the Belgian confederation representing retail and commerce), online shopping

More information

Digital trends 2015 Focus on retail. Jennie Wright Director of IT Digital, Specsavers

Digital trends 2015 Focus on retail. Jennie Wright Director of IT Digital, Specsavers Digital trends 2015 Focus on retail Jennie Wright Director of IT Digital, Specsavers Today s customer expects a simple, seamless experience that works first time Wearables Smart phones Cloud solutions

More information

Buy anywhere, Fulfill anywhere

Buy anywhere, Fulfill anywhere Buy anywhere, Fulfill anywhere Considerations for Omni-Channel Retail Supply Chain David Hogg, Commerce Solutions Leader Europe October 15 th, 2014 1 1 Customer demands are driving supply chain developments

More information

Big Data Retail Journey - Scaling from Personalization to Individualization

Big Data Retail Journey - Scaling from Personalization to Individualization W H I T E PA P E R Big Data Retail Journey - Scaling from Big Data Practitioner: Jayaprakash Nair contact him at jayaprakash.nair@aspiresys.com Author: Shreyasee Ghosh Research Analyst Aspire Systems 1/D-1,

More information

CMS -A Critical Solution For Today s Ecommerce

CMS -A Critical Solution For Today s Ecommerce CMS -A Critical Solution For Today s Ecommerce ecommerce + WCMS = CXM. How Savvy Businesses Are Transforming Their Business From Selling Products In An Online Brochure To Assisting Customers Across A Buyer

More information

Business Plan Strategy. John Debrincat

Business Plan Strategy. John Debrincat Business Plan Strategy John Debrincat Agenda Business models Plan to succeed Mission Strategy Technology Engagement Stakeholders Business Models Web Influencing Off-line Sales 80% of all web-influenced

More information

Contextualized E-Commerce: The key to an optimized e-commerce channel. www.coremedia.com

Contextualized E-Commerce: The key to an optimized e-commerce channel. www.coremedia.com Business Solutions Guide: contextualized e-commerce www.coremedia.com Contextualized E-Commerce: The key to an optimized e-commerce channel CoreMedia Business Solutions Guides are intended for operational

More information

Meeting the expectations of the mobile customer

Meeting the expectations of the mobile customer IBM Software Industry Solutions Meeting the expectations of the mobile customer Strategies for offering a consistent customer experience across channels Meeting the expectations of the mobile customer

More information

Retail Industry Executive Survey

Retail Industry Executive Survey Retail Industry Executive Survey Executive Summary By working closely with hundreds of our retail customers over the past decade, TimeTrade has witnessed a dramatic transformation of the consumer-seller

More information

FACEBOOK BY THE NUMBERS 2015 RESEARCH REPORT. Key findings on the trends and benefits of retargeting on the world s largest social network

FACEBOOK BY THE NUMBERS 2015 RESEARCH REPORT. Key findings on the trends and benefits of retargeting on the world s largest social network 9 46456 9378 2478 2478 Retargeting on Facebook by the Numbers 2015 456 2 2478 46 27841 92 29 FACEBOOK BY THE 46 9378 34 8 RESEARCH REPORT NUMBERS 2015 Key findings on the trends and benefits of retargeting

More information

BestFit Mobile. Visit booth 437 to learn more.

BestFit Mobile. Visit booth 437 to learn more. BestFit Mobile Engage customers, personalize the shopping experience, and measure brick-and-mortar store environments with solutions from BestFit Mobile, a Software Paradigms International company. BestFit

More information

Adobe Experience Manager: Commerce

Adobe Experience Manager: Commerce Adobe Experience Manager: Commerce Datasheet Adobe Experience Manager: Commerce Benefits of e-commerce capabilities Agile merchandising and marketing Rapid and flexible customization of the shopping experience

More information

ecommerce Your Brand's Digital Experience. Delivered.

ecommerce Your Brand's Digital Experience. Delivered. PRODUCT OVERVIEW ecommerce Your Brand's Digital Experience. Delivered. The ability to shop online, or even via a mobile device, has become an expectation amongst consumers. The competitive differentiator

More information

THE OMNICHANNEL CONSUMER

THE OMNICHANNEL CONSUMER THE OMNICHANNEL CONSUMER KEY FINDINGS FROM THE DELOITTE REPORT THE OMNICHANNEL OPPORTUNITY TO HELP RETAILERS UNLOCK THE POWER OF THE CONNECTED CONSUMER INTRODUCTION The internet and mobile devices have

More information

CUSTOMER ENGAGEMENT BUILDING PERSONAL CONNECTIONS WITH YOUR CUSTOMERS

CUSTOMER ENGAGEMENT BUILDING PERSONAL CONNECTIONS WITH YOUR CUSTOMERS CUSTOMER ENGAGEMENT BUILDING PERSONAL CONNECTIONS WITH YOUR CUSTOMERS 1 Customer Engagement CUSTOMER ENGAGEMENT The rise of social networking, mobile technology and e-commerce gave brands and retailers

More information

Viewpoint on the Canadian Retailing Sector

Viewpoint on the Canadian Retailing Sector on the Canadian Retailing Sector August 2014 E-commerce Growth Opportunities in a Changing Retail Environment The traditional retail model is changing at a rapid pace in Canada and as a consequence, retailers

More information

1 IMPROVING ITEM MANAGEMENT

1 IMPROVING ITEM MANAGEMENT 1 IMPROVING ITEM MANAGEMENT TO WIN IN OMNICHANNEL INFINITE RETAIL POWER TM TABLE OF CONTENTS The Impact of Omnichannel... 2 Item Management Has Always Been Important... 3 Today s Digital Consumers Demand

More information

The Operational Implications of Omnichannel Retailing

The Operational Implications of Omnichannel Retailing The Operational Implications of Omnichannel Retailing How Creating a Balanced Retail Strategy Can Increase Basket Size, Grow Conversion Rates, and Reduce Inventory Losses By Edward Westenberg, Bharat Popat,

More information

Adobe Experience Manager integrates with e-commerce platforms for personalized shopping experiences

Adobe Experience Manager integrates with e-commerce platforms for personalized shopping experiences Adobe Experience Manager: Commerce Solution Brief Adobe Experience Manager integrates with e-commerce platforms for personalized shopping experiences Customers want to experience your products through

More information

Financial Services. Market Insights, Drivers & Best Practices

Financial Services. Market Insights, Drivers & Best Practices Financial Services Market Insights, Drivers & Best Practices Purpose This guide provides key insights for digital marketing practitioners and executives working in the Financial Services industry. Those

More information

Retail Communications Survey Report 2013

Retail Communications Survey Report 2013 Retail Communications Survey Report 2013 A report on the findings of the unified communications and retail technology survey Content 4 7 8 18 20 Executive Summary Introduction Research Objectives Survey

More information

Achieving Profitability In An Omni- Channel Fulfillment Model Executive Perspective

Achieving Profitability In An Omni- Channel Fulfillment Model Executive Perspective Achieving Profitability In An Omni- Channel Fulfillment Model Executive Perspective Brian Kilcourse, Managing Partner April, 2015 Sponsored By Synopsis Retailers can t afford to wait too long to get started

More information

Building smarter banking with digital customer experience management

Building smarter banking with digital customer experience management Building smarter banking with digital customer experience management Digital CEM adoption in the Nordics: a progress report Introduction The impact of digitalisation has been profound in the financial

More information

Lead the Retail Revolution.

Lead the Retail Revolution. Lead the Retail Revolution. The retail industry is at the center of a dramatic shift in the way consumers shop and interact with their retailers. After hundreds of years of customers going to the store,

More information

Direct Choice Office WWW.DCO.SA SALES@DCO.SA +966549998882 +20235371200

Direct Choice Office WWW.DCO.SA SALES@DCO.SA +966549998882 +20235371200 Direct Choice Office WWW.DCO.SA SALES@DCO.SA +966549998882 +20235371200 Direct Choice is a office specialized in information technology services. Our excellence comes from our ability to simulate the nature

More information

Everyone can change the web. Anytime. Anywhere.

Everyone can change the web. Anytime. Anywhere. Everyone can change the web. Anytime. Anywhere. Create a compelling, dimensional web experience and engage your customers. Experience is everything. 1 2 3 Experience Is Everything Why customers leave your

More information

Connecting the Dots on the Omnichannel Customer Journey

Connecting the Dots on the Omnichannel Customer Journey A new e-book from TeleTech for sales, marketing, and customer care leaders. Connecting the Dots on the Omnichannel Customer Journey Everybody s talking about omnichannel these days. But what is omnichannel

More information

Experience the power of 'One'

Experience the power of 'One' FUJITSU Market Place Experience the power of 'One' Integrated omni-channel retailing is now a reality. One customer view. One customer experience. One interface. One FUJITSU Market Place. Open up new retail

More information

HOW CAN FINANCIAL SERVICES MARKETERS EMBRACE DIGITAL TRANSFORMATION?

HOW CAN FINANCIAL SERVICES MARKETERS EMBRACE DIGITAL TRANSFORMATION? HOW CAN FINANCIAL SERVICES MARKETERS EMBRACE DIGITAL TRANSFORMATION? Digital tools are invading the business environment, provoking significant changes in the way we work, communicate and sell. This has

More information

Digital Strategy. Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014

Digital Strategy. Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014 Investor Day 2014 Digital Strategy Gerd von Podewils, Senior Vice President Global Communication Paris, November 19, 2014 HUGO BOSS 19-Nov-14 2 Agenda Change in consumer expectations Omni channel business

More information

Build Your Brand and Increase Revenue Through Digital Channels

Build Your Brand and Increase Revenue Through Digital Channels SAP Brief Adobe Experience Manager from SAP Adobe Target from SAP Adobe Analytics from SAP Objectives Build Your Brand and Increase Revenue Through Digital Channels Engage customers with personalized content

More information

FULFILLING EXPECTATIONS: THE HEART OF OMNICHANNEL RETAILING

FULFILLING EXPECTATIONS: THE HEART OF OMNICHANNEL RETAILING FULFILLING EXPECTATIONS: THE HEART OF OMNICHANNEL RETAILING Creating the supply chain visibility, accuracy, control and flexibility retailers need to meet the demanding fulfillment expectations of the

More information

On Your Mark, Get Set, Go! ebook

On Your Mark, Get Set, Go! ebook On Your Mark, Get Set, Go! ebook Order Management Best Practices for Sporting Goods Retailers Technology levels the playing field to allow small to medium-sized sporting goods retailers to compete with

More information

A Single Commerce Platform for Omnichannel Retailing

A Single Commerce Platform for Omnichannel Retailing A Single Commerce Platform for Omnichannel Retailing How A Unified Approach Accelerates the Journey to Omnichannel, Creating Competitive Advantage Along the Way White Paper Table of Contents Introduction

More information

BUILDING OMNI-CHANNEL RETAIL FROM THE BACK END UP

BUILDING OMNI-CHANNEL RETAIL FROM THE BACK END UP BUILDING OMNI-CHANNEL RETAIL FROM THE BACK END UP Building Omni-Channel Retail From The Back End Up 2 An average of 50% of retailers plan to increase their commitments to order management, e-commerce,

More information

B2B ecommerce Web Analytics for B2B App Stores. Nadim Razvi, SAP AG November 2012

B2B ecommerce Web Analytics for B2B App Stores. Nadim Razvi, SAP AG November 2012 B2B ecommerce Web Analytics for B2B App Stores Nadim Razvi, SAP AG November 2012 Web Analytics for B2B App Stores Agenda 1. Market Environment 2. Introduction SAP Store 3. Web Analytics (B2B vs. B2C) 4.

More information