FUJITSU WORLD TOUR 2014
Welcome...
Retailing Without Walls David Concordel, Head of Retail Business, Fujitsu
I want to talk to you today about 4 FUJITSU LIMITED 2014
and Retailing Without Walls Demand Generation Channel Choice Plan & Navigate Browse & Search Shop & Transact Service & Support Remarket where retailers will in future manage and report on customers navigating channels and multiple touch points (not just transactions on registers in stores) 5 FUJITSU LIMITED 2014
Retailing without Walls Fujitsu in Retail The Big Trends Retailing Without Walls New Retail Model Future View Q&A
Fujitsu in Retail 500 Retailers US$1.4B Revenue 82,000 Stores with Fujitsu Solutions 30 Years 52 Countries No.3 Rank 7 FUJITSU LIMITED 2014
Fujitsu in Retail what we offer Retail Retail Applications Fujitsu Market Place Social/CRM Business Analytics (including Big Data) Cloud Solutions Retail Solutions PoS Self Service Mobile Scan & Pay Digital Media (network distribution) Retail Services Store & Mobile Managed Services Retail as a Service Competence Center SAP Retail IT Application Services Enterprise IT including networks 8 FUJITSU LIMITED 2014
Fujitsu in Retail who we work with 9 FUJITSU LIMITED 2014
Fujitsu in Retail who we work with 703 UK stores Core IT support and maintenance PoS solution (PCMS) service and support Card payment services 750 Australia stores Fujitsu PoS application design, development and QA Store IT supply and maintenance Digital Media solutions 2,400 US stores Supply, support and service the Self Checkout solutions Ahold Europe has selected Fujitsu Retail Suite (incl GlobalSTORE PoS application) Roll out continuing 2013 230 stores in Shanghai, Jiangsu and Zhejiang Stores and HQ support Inventory systems, HQ infrastructure, PoS and store IT services 3,000 US stores "Pay per use per store" IT services "Bundled" hw, sw and services Live June 2012 2,000+ stores in 10 countries incl. Russia Retail IT technology and services including PoS and self scanning 10 FUJITSU LIMITED 2014
Fujitsu in Retail - how we add value Retail Portfolio Fujitsu s IP invested in retail products, software and services store, mobile and omni-channel solutions Vertical Integration Delivering integrated solutions hw, sw and services, front and back office, Fujitsu and third party management Global Reach Cross-border delivery, global insight and new market development Differentiated Customer Experience 11 FUJITSU LIMITED 2014
The Big Trends 12 FUJITSU LIMITED 2014
Channel Convergence Anything, Anywhere, Anytime Single view of the customer Order management Store pick n dispatch Example: Argos (UK) One Customer One Channel 13 FUJITSU LIMITED 2014
Competing with Amazon Online to Offline (O2O) Role of the store immediacy/real Customer service human /social How to beat showrooming Example: E Mart (South Korea) 14 FUJITSU LIMITED 2014
Getting Up Close and Personal Identifying the anonymous Data collection and analysis Customer journey mapping Personalized engagement Example: The Gap (US) Personalized website landing page Personal offers, history-based product news and recovered wish lists Big Data turning data into relevant information to feed a personalized shopping experience Bridging online and store customer experience 15 FUJITSU LIMITED 2014
Mobile is My World Market requirements not clear Enterprise vs. Bring Your Own Device (BYOD) Fit with shopping process Fixed and mobile blending Example: Ahold (Netherlands) Scan and Pay put into the hands of the shopper Payment enabled by barcode/qr code Complements existing shopping process Example: Yihaodian (Beijing) 16 FUJITSU LIMITED 2014
Standard is Best Process, people, and IT TCO focus Predictable cost Minimal variability Supports new format development Example: Tesco (UK) Centralizing data center operations in UK for retail and.com businesses Simplify global infrastructure to support delivering retail, online, and banking services Infrastructure no longer driving business projects and dictating the timeline Mix of in-house, private, and public cloud services 17 FUJITSU LIMITED 2014
Retailing Without Walls 18 FUJITSU LIMITED 2014
Retail is built on a Store-Centric Model historically retailers have run their businesses by managing and reporting transactions on cash registers in stores 19 FUJITSU LIMITED 2014
but is becoming Customer-centric Demand Generation Channel Choice Plan & Navigate Browse & Search Shop & Transact Service & Support Remarket where retailers will in future manage and report on customers navigating channels and multiple touch points (not just transactions on registers in stores) 20 FUJITSU LIMITED 2014
Retailing Without Walls 1. Re-engineering the shopping process to match the customer journey (buy on line/pick up in store, order in store/deliver home, drive thru) 2. Integrated customer experience enabled by (not limited by) channel, processes, technology, associates and business partners 3. New omni-channel selling platform to deliver joined up customerspecific ordering and transaction management services across channels 4. Data models re-architected to receive, house and process the collective memory of the enterprise into actionable insight customers, channels, transactions, orders, touch point activity) 5. New social retailing ecosystem linking retailers, suppliers and customers via new platforms (e.g. social networks) 21 FUJITSU LIMITED 2014
New Retail Model 1. Customer Journey 2. Integrated Customer Experience 3. Omni-Channel Selling Platform 4. Data Management Models 5. Retail Social Eco-System 22 FUJITSU LIMITED 2014
Customer Journey Typical Journey Plan Arrive & Navigate Browse & Select Purchase After Sales Guest Need Current Experience Information Process Information Process Experience Manual Impersonal Rushed Inefficient Functional Solutions 1. Online (Click n Collect) 2. Mobile Marketing 3. Social Media 1. Mobile App 2. Geo-location 3. Customer ID 4. Digital Media 1. Personalisation (promos/menu) 2. Social Clienteling 3. Smart Stock 4. Price Comparison 1.Self Service 2.Mobile PoS 3.BYOD 4.NFC-enabled payment 1. Customer analytics 2. Intelligent service management 3. Mobile marketing New Experience Simple, fast informed Helpful and Efficient Simple and Personalised Fast, Secure Service Personal and supportive 23 FUJITSU LIMITED 2014
Integrated Customer Experience Linked to customer journey inside and outside store Portfolio of fixed and mobile, front and back office solutions Concierge PoS Consumer Mobile Integrated front and back office and shopper Kiosk/ Pay Station SCO Connectivity, online/offline, and robust enterprise support Associate Mobile Digital Media Tablet 24 FUJITSU LIMITED 2014
New Omni-Channel Selling Platform Channel "silos" data and transactions Retailing Today View of the customer is not always common Integration between channels can be extremely complex and costly UI POS App Integration UI Web App Integration UI Mobile App Integration UI Call Ctr App Integration Limited deployment options High development and maintenance cost High cost to add additional channels Data Data Data ERP 25 FUJITSU LIMITED 2014
New Omni-Channel Selling Platform Single selling engine anything, anywhere, anytime New Omni-Channel Selling Platform Single view of the customer Shopping and order management across channels is enabled Multiple deployment options enabled by SOA based architecture Reduced development and maintenance cost/business risk Introduction of additional channels is less effort and cost UI UI SOA-based Application Layers Enterprise Data Model Enterprise Deployment (thin/thick, cloud) Data Integration ERP Reporting 26 FUJITSU LIMITED 2014 UI UI
FUJITSU Market Place in a nutshell FUJITSU Market Place is a revolutionary new Point of Service application that increases retailer revenues by improving both customer service and enterprise efficiency in an omni-channel world Built on an innovative modular service-oriented application architecture, it future-proofs retail IT investment and reduces the complexity and cost of technology deployment Fujitsu s retail heritage, global scope and enterprise-integrated solutions and services Global Release: June 30th 2014 27 FUJITSU LIMITED 2014
FUJITSU Market Place Key Benefits 28 FUJITSU LIMITED 2014
Data Management (aka Big Data) Collective memory of the enterprise needs to be captured and exploited New database models and in memory computing tools to analyse traditional and non-traditional data Real time critical for some but not all information/insight generation Performance Management does the insight deliver increased sales, margin and customer satisfaction? Fujitsu Behaviour Analysis Tool Launched at Fujitsu Forum (Tokyo May 2013) Microsoft Kinect technology senses customer movement Digital analysis of behavior and preferences Insight drives ranging, pricing, merchandising, and layout decisions 29 FUJITSU LIMITED 2014
Social Retailing Ecosystem Fujitsu and salesforce.com partner to deliver a new social marketing proposition (O2O) Mixes social, transaction, and profile data to provide HQ and sales associates with actionable insight Customer preferences Ranging and pricing Basket mix Leverages cloud-based application platform 30 FUJITSU LIMITED 2014
The Future 31 FUJITSU LIMITED 2014
Total Managed Store Retail Commerce Hub Hyper Connected Shopper Retailing in 5 years months time... Shoppers will be constantly on or connected to retailers or to other shoppers across touch points (store, online and mobile) retailers will respond with inventory visibility, personalised marketing and convenience-based shopping services Retailers will build a commerce hub integrating pos, order management, data and devices - to manage these hyper connected shoppers in and out of the store; stores will be more differentiated by mission (order/collection, showroom) IT Products & Services Menu Pay per Use Model Outcome-Based Contracting Retailers will contract for bundled services in return for targeted business outcomes; services will include IT, operations, and business analytics 32 FUJITSU LIMITED 2014
It s shopping Jim but not as we know it! 33 FUJITSU LIMITED 2014
Retailing Without Walls
Thank you for listening