Omni Channel in Retail The TIBCO Retail Platform

Transcription

1 Omni Channel in Retail The TIBCO Retail Platform Japinder Singh Head of Global Solution Consulting Fast Data Summit Frankfurt 29 th October 2015 Copyright TIBCO Software Inc.

2 TIBCO Fast Data Applied to Retailers TIBCO Fast Data for Retail Having a conversa.on with a customer across channels while Moving inventory fast at a profit. Customers want to talk to you Are you listening? Are you responding in real.me/right.me? Are you moving inventory to where it is selling?

3 Challenges of the 21 st Century Retailer Retailing and Retail Challenges are changing Consumers expect better and integrated customer experience across all channels Rapid adoption of mobile is a major driver Customers want an integrated service across physical and digital channels Simultaneously Customer experience is becoming one of the main differentiators Real-Time, one-on-one marketing can: Improve a retailer s relevance with the customer Increase customer wallet-share Key to being able to achieve this is: Identifying and knowing your customer, in depth in real-time Understanding the opportunity their past behavior reveals Understanding your inventory (availability, velocity, pipeline)

4 Infrastructure Requirements Typical Retailer is setup to support transaction processing Many still batch oriented Not equipped to support real-time capture and access to customer, and their behavior Different infrastructure supporting different channels 21 st Century Retailer Needs: Vision of how they want to deliver an Omni-Channel experience to their customers Infrastructure to provide real-time access to customer context regardless of channel Allows targeted, relevant interactions and offers Real-time visibility into inventory and supply-chain Ensure GOOD offers and promises are made Flexible infrastructure to support adaptability of service Adjusting to rapidly changing retail and consumer technology environment Platform that can harness social as a positive force All this, with reliability and scalability demanded of the mobile internet

5 Architecture Key Challenges and Ques4ons How to deliver information across channels and in real time? How to release new capabilities faster? How to build new capabilities with minimal disruption to legacy systems? How to scale new capabilities to meet extreme volumes coming from stores, web and customer owned devices? How to orchestrate new business functions across multiple channels and internal organizations to deliver a seamless customer experience? How to create a single view of each domains How to manage and govern these domains How to create a even drive platform to provide information from each domains How to correlate information across each domain to provide true Omni-channel experience How to measure and capture business SLAs across domains and various channels

6 Example Retail Projects Omni-Channel Customer Experience Enable a seamless customer experience from and across mul4ple channels. Cross-Sell/Up-Sell Provide personalized offers to customers in real 4me based on current context to increase the basket size and basket value. Contextual Marke4ng Campaigns Ini4ate contextual marke4ng campaigns, using customer s history to drive real-4me, personalized interac4ons. Customer 360 Programs Providing loyalty programs to increase customer s4ckiness, engaging at the point of sale or contact, and turn customers into fans. Dynamic Pricing Real 4me personalized dynamic pricing for premium customers. Flexible Payments Real 4me personalized payment mechanisms that allow a combining different payment op4ons including loyalty points. Provides added and differen4ated value to the customer to combat show-rooming. Real 4me Inventory Provide a real 4me view of retailer s inventory at rest PLUS inventory in mo4on. Make good promises to customers and op4mize inventory alloca4on and fulfillment sources. Supply Chain Op4miza4on Track and monitor inbound supply chain or outbound fulfillment orders to enhance inventory visibility, detect and remediate delays, and reallocate or op4mize inventory Social Media Integra4on Capture and harness social media pos4ngs (Facebook/ TwiXer) to tap into and manage or leverage customer sen4ment.

7 Copyright TIBCO Software Inc. Example of Retail Projects Warehouse Early Warning System Geolocation Solutions Customer engagement using GPS or (ibeacon) proximity with customer contextual information and providing offers Payment Switch / Gateway Next Gen ewallet Analytics enhanced PFL Real-time Analytics driven fulfillment location reallocation Associate on boarding off boarding Vendor Supply chain Business Process Optimization EDI Modernization Fulfillment Optimization Fast Deliver / Same Day Delivery Store Workforce Management Optimization Store Digitalization, Mobile and In Store Kiosk 7

8 Core Domains Omni-Channel Experience Customer Product Price Inventory Loyalty Item Sales Pool Stock Profiles Choice discounts Fulfillment Marke4ng SKU Markdown Availability Offers Campaigns UPC AXributes Door busters returns Stores.COM Social Copy vendor WMS VCI Vendor loca4on DCs

9 Omni-Channel Experience Logis4cs Kiosk Call Center Order From Anywhere Flash Sales Mobile Customer Price Core Domains Product Sales DC WebSite Inventory Associate Pop Up Stores Stores Fulfill From Anywhere Outlets Catalog E-Comm

10 TIBCO Retail Platform Employees Customers Analy.cs / Visualiza.on Engagement / Presenta.on Elas.c Cloud Provisioning Demand Based Auto-Provisioning Monitoring & Op.miza.on On & Off Premise Analy.cs Sta.s.cs Dashboards Event Processing Customer Loyalty Promo.ons Supply Chain Warehouse Payments Fulfillment Pricing Purchasing Mobile Web Social Mul.-Domain Master Data Mgmt Customer Product Vendor Loca.ons Process & Work Management Collabora.on / Enterprise Social Business Process Management Partner Integra.on API Enablement Partners Connec.vity / Adapters Orchestra.on & Media.on Real-Time Integra.on PlaKorm Messaging Governance Service Enablement Enterprise Systems ecommerce Merchandising & Logis.cs Stores & POS Marke.ng ERP Inventory Warehouse & DCs

11 Behavior Based Retail Platform: Reference Architecture Integration Event Processing Analytics Cloud Employees Customers Elas.c Cloud Provisioning Demand Based Auto-Provisioning TIBCO Silver Monitoring & Op.miza.on Fabric On & Off Premise Analy.cs / Visualiza.on TIBCO Analy.cs Visual Sta.s.cs Analy4cs and Dashboards Live Datamart Event Processing Customer Loyalty Promo.ons Supply TIBCO Chain Event Warehouse Processing Pla]orm Payments Fulfillment Pricing Purchasing Engagement / Presenta.on TIBCO WebMessaging Social Plugins Mobile Web Social Mul.-Domain Master Data Mgmt Customer TIBCO Master Product Data Management Vendor Loca.ons Process & Work Management Collabora.on / Enterprise TIBCO Social Business Process Management Suite Business Process Management Partner Integra.on B2B TIBCO API Exchange API Enablement Partners Connec.vity / Adapters Orchestra.on & Media.on Real-Time Integra.on PlaKorm Messaging Governance TIBCO Integra4on Pla]orm (ESB, Services, Microservices, Messaging, ) Service Enablement Enterprise Systems ecommerce Merchandising & Logis.cs Stores & POS Marke.ng ERP Inventory Warehouse & DCs

12 Platform Functional Domains Integration / Automation Automate data management and business processes for real-time information flow between people and systems. Event Processing Correlate events and data across real-4me as well as historical streams to an4cipate opportuni4es and threats - leveraging in-memory event enabled data grid. Analytics Data Discovery turns big data into actionable information by instantly visualizing, interacting with, and sharing data. Cloud Many solutions are now available as a set of cloud services. Elastic provisioning enables the ability to seamlessly run the primary functions of your platform on premise, in the cloud, of hybrid. Copyright TIBCO Software Inc. 12

13