BEYOND COMMERCE IMPERATIVE: COMMERCE CROSSING BORDERS
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Transcript of BEYOND COMMERCE IMPERATIVE: COMMERCE CROSSING BORDERS
Welcome to the Beyond Commerce Imperative WebinarThursday, 17 December 2015
08:30 IST | 11:00 SGT/HKT | 14:00 AEST
Expert Panelists: Chris Gava, EziBuy | Praveen Sengar, Dimension Data | Graham Jackson, SAP Hybris | Sandeep Mukherjee, SAP Hybris
Moderator: Nicholas Kontopoulos, SAP Hybris
Beyond Commerce Imperative: Commerce Crossing Borders
Global Head of Fast-Growth Markets, SAP Hybris
Nicholas Kontopoulos
The Reality of Digital Commerce
$661 billion 30%Global e-commerce will become a $661.66 billion market in 2017
Mobile commerce growing at 30% clip
Our Discussion Topics Today
Commerce Crossing Borders
2016 key trends
How to build a solid commerce strategy
What customers really want
Digital transformation journey
What are some of the best practices
And more …
CIO, EziBuy
Chris Gava
Technology Strategist | Director of Digital Practice, Dimension Data
Praveen Sengar
SVP, APJ & Greater China, SAP Hybris
Graham Jackson
Head of Customer Engagement & Commerce, India, SAP Hybris
Sandeep Mukherjee
Some housekeeping information before we start...
CHRIS, CAN YOU SHARE MORE ABOUT EZIBUY?
EziBuy was established in 1978 and began it’s business as a mail order catalogue apparel retailer with the first black and white hand drawn catalogue being launched in 1978.
In the early 1990s EziBuy expanded into the Australian market and in 1996 EziBuy expanded its Australian operation. EziBuy was acquired by Woolworths Limited in 2013.
EziBuy now produces around 40 catalogues each year – reaching 7.5 million in NZ and 11.5 million in Australia, per year. Today EziBuy processes approximately 1.75 million orders a year for both New Zealand and Australia.
WHAT IS EZIBUY STRATEGY TO OMNI-CHANNEL CUSTOMER
EXPERIENCE?
EziBuy launched its first Internet site in December 1998. In May 2015 we transitioned onto SAP Hybris and moved our Contact Centre agents on to the Hybris cockpit for CRM. This assists Ezibuy in providing a single view of our customer across all sales channels.
GRAHAM, ACROSS THIS REGION, WHAT ARE THE KEY BUSINESS TRENDS WHEN IT COMES TO
ADOPTING COMMERCE?
HOW WILL THESE TRENDS DEVELOP IN 2016?
PRAVEEN, WHAT ARE SOME OF THE KEY CHALLENGES
COMPANIES FACE WHEN IT COMES TO IMPLEMENTING
DIGITAL COMMERCE?
How to get it right? How to drive more transaction on
mobile?
What should be my social commerce
strategy?
How do I improve customer
experience?
How do I go global? Are other organisations
investing?
Other concerns?
Major Pitfalls of Digital Commerce Projects
Digital commerce is a one-time project
Invest and forget My partner will take care License software lives
forever The customer is the first to
know you are behind the competition
Digital commerce is a core part of company’s strategy
Plan in 3-5 year cycles and invest regularly
Inevest in your own talent Upgrade, upgrade,
upgrade Gather and monitor
customer feedback
vs.
WHAT OTHER KEY COMMERCE TRENDS SHOULD THE MARKET
EXPECT IN 2016?
Market Trends
Next day & rapid in-store pickup to finally become a reality
Personalise everything Mobile buying & marketing
will boom Gamification & fun Interactive/real-time
engagements Wow the customer
What’s HOT
Multi-channel shopping Social engagement Online loyalty programs Beacon technology Wearable technology Mobile payments
India's e-commerce market is expected to witness significant uptrend in the coming years & touch $200 billion in terms of
gross merchandise value (GMV)
WHAT ARE SOME OF THE E-COMMERCE TRENDS FOR INDIA
IN 2016?
Cross-border e-commerce in India is likely to grow by more
than 75% next year, mainly from US, UK and China.
SANDEEP, WHY DO YOU THINK IT IS? WHAT ATTRIBUTES TO
THAT TREND?
ON CROSS-BORDER COMMERCE, CHRIS, DOES
EZIBUY BUSINESS COVER THAT?
Effectively by servicing the two markets of Australia and New Zealand we have been supporting cross border purchasing since the 90’s. We also have several customers who purchase from other countries such as the UK, Tonga & Fiji.
WHAT DO YOU THINK THE TREND FOR AUSTRALIA & NZ
CUSTOMER WHEN IT COMES TO CROSS-BORDER COMMERCE?
“Customers want choice to shop across whatever channel makes them comfortable whether that is bricks and mortar, phone or online.” Chris Gava
Australians spent $17.9 billion on online retail in the 12 months to October 2015. This level is equivalent to 7.2% of spending at traditional bricks & mortar retailers. (NAB Retail Sales index)
Kiwis are far more likely to purchase on line and cross border with over 56% of the population shopping online regularly. (Nielsen, By Tony Boyte, Research Director, Media NZ)
LET’S TALK ABOUT CHINA…
CHINA IS NOW THE LARGEST E-COMMERCE MARKET IN THE WORLD!
On the recent Singles’ Day, $2bn in the first 17 minutes, overtook last year’s $9.3b in half the day,
and did 120,000 orders per second at peak.
China has also become cross-border haven, alongside US,
PayPal reports.
GRAHAM, WHAT ARE SOME THE KEY FACTORS CONTRIBUTING
TO THOSE?
WHAT ARE SOME OF THE AREAS ORGANISATIONS NEED TO
FOCUS TO SUPPORT CROSS-BORDER COMMERCE?
ARE COMPANIES IN INDIA GEARING UP TO IMPLEMENT COMMERCE STRATEGY THAT
WILL SUPPORT CROSS-BORDER COMMERCE?
HOW ABOUT SOUTH EAST ASIA WHEN IT COMES TO CROSS-
BORDER COMMERCE – MATURITY LEVEL &
OPPORTUNITY WISE?
> $1B
$171M-
$975M$100M-$171M
$1M-$100 M
Online Revenue
Top 15
Top 15-100
Top 145-500
IT Spending as Percentage of Revenue
18.67% to 0.50%
Top 100 -145
Asia Internet Retailer Top 500
$ 18.61 Billion Digital Commerce Opportunity in SEA
More than 360 million internet users with < 2% Digital Commerce Penetration
CHRIS, WHAT ARE SOME OF THE ADVICE TO ORGANISATIONS
WHO ARE LOOKING TO EMBARK ON DIGITAL TRANSFORMATION
JOURNEY?
“The proposition needs to be centered around the customer what they want and what they need. Go into it with the customer as the primary focus.” Chris Gava
HOW SHOULD IT LEADER AND LOB LEADER WORK TOGETHER
TO BUILD THE RIGHT COMMERCE STRATEGY?
“IT leaders need to be part of the business. The lines between IT, marketing and sales are blurred; working closely with your business partners on a common goal is essential.” Chris Gava
Q & A
THANK YOU!