Show flow: Thursday, June 18, 8:30am Show title: How Alex & Ani and Elizabeth Arden Focus on the Customer Experience

Time Scene

08:15 Doors Open

08:30 - Start Video 1 – Salesforce Connected Retail Film

08:33 Welcome & Panelist Introductions

08:35 Slides

08:40 Moderated Q&A – Panel Discussion

09:00 Audience Q&A

09:08 Wrap-Up, Thank You & Close

09:10 Walking Off Stage

How Alex & Ani and Elizabeth Arden Focus on the Customer Experience Steven Kostrzewski – Sr Director of Product Management, Retail - Salesforce.com

[Retail  Video  Placeholder]  

How Alex & Ani and Elizabeth Arden Focus on the Customer Experience Steven Kostrzewski – Sr Director of Product Management, Retail - Salesforce.com Denna Singleton – Director, Marketing – Global Skincare for Elizabeth Arden Ryan Bonifacino – SVP, Digital for Alex & Ani

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Our Panelists -

Ryan Bonifacino – Chief Marketing Officer & SVP, Digital

Denna Singleton Director, Global Digital

Every Brand Wants to Get Closer to Their Customers

 Luxury

 Food & Drug

 Quick Service Restaurants  Mass Merchants

 Department Stores

 Specialty

Digital Disruptors Have Upped the Ante

84% of shoppers reach for devices before, during or after store visits.

Shoppers purchase at a 40% higher rate when digital is used in-store.

Deloitte New Digital Divide, 2014

Retailers Must Meet the New Normal  Personalized Experiences

Increasing competition

Flat growth, lower traffic

Experience vs. merchandise

Shopper: “Know me & make it easy.”

Retailer: “How do I keep pace?”

Online, mobile, in-store

Personalized & contextual

Inspire & delight

75% of shoppers want retailers to use personal information to improve shopping experience.

Forrester, How Customer Data Elevates Experiences, 2015

Personalized Experiences Require Engaged Associates

Collaborate New operating model demands new skillset

Engage Empowerment critical for meeting shopper expectations

Simplify High attrition hurts customer journey

‌‌Source: Motorola, 2014

65% of associates want mobile devices to better serve shoppers

Disrupt or Be Disrupted  Personalize Retail Everywhere

New Business Models Renting vs Buying

New Engagement Models Digical revolution

New Industry Clockspeed More change in 3 years than 50

$720M*

Nordstrom Acquisition of Disruptors Hautelook & Trunk Club*

‌‌Source: Tech Crunch, Chicago Tribune

Retailers Must Connect with Shoppers in a Whole New Way

Personalization Everywhere

Personalize every interaction across physical & digital

Super-charged Employees

Harness proven, popular social &

mobile tools

Lightning-fast Innovation

Quickly test & launch innovative ways

to execute

 But, managing the social customer journey has changed dramatically…

Social Networks & Conversations Continue To Skyrocket

Major struggle to stay on top of new conversations & networks Further complexities to reach your customers Deeper challenges to stand out from the crowd Increasingly difficult to find actionable insights

The Role of the “Social Media Team” Has Fundamentally Changed  Evolution from Isolated Execution to Cross-Department Strategy, Coordination, and Governance

 Social teams evolve from “doing” to “enabling” Multiple departments, product lines, brands, and geos Increased interaction with agencies

“Typically 13 different departments around the organization are seeing dedicated staff work on social initiatives.”

Marketing

Sales

Customer

Service

Legal

Source: Altimeter Group report, "The Evolution of Social Business", 2013.

Operational Focus

of in-store shoppers look for help

on a smartphone

80 %

Retailers Have Invested in Systems of Record  Technology Designed for Operations, not Engagement

Systems of Record eCommerce POS Inventory Supply Chain Merchandising

Systems of Engagement Mobile Cloud Social

Data

Science

Retailers Need Shopper-centric Systems of Engagement

Systems of Record eCommerce POS Inventory Supply Chain Merchandising

In Store Engagement Personalized In-store Shopping

Service Personalized Service Everywhere

Analytics Real-time Shopper Insight

Connected Operations Social Associate Journeys

Apps Agile Retail Innovation

Marketing Personalized Shopper Journeys

The Shopper Success Platform  Connect to Shoppers in a Whole New Way, Personalize Retail

Complete CRM

Analytics Community Marketing Service Sales Apps Cloud

Mobile

Social

Data Science

ERP

POS

MMS

eCommerce

PLM

HR

Connected IT Systems

Trusted Multitenant Cloud

Scalable Metadata Platform

Open Ecosystem

Salesforce Delivers the Shopper Success Platform

Shoppers Associates Marketers Store

Managers Merchants Vendors

Connected Store Operations Clienteling Industry

Solutions

IT

Sensor Integration Recruiting Employee

Development Scheduling Loyalty Management

Surveys & Reviews

Marketing Cloud  The Platform for 1:1 Customer Journeys

 Build a single view of the customer

 Plan and optimize the customer journey

 Deliver personalized content across every channel and device

 Measure the impact on your business

Journeys Contacts Content Channels Analytics Apps

The Only Social Customer Success Platform

Our Panelists -

Ryan Bonifacino – Chief Marketing Officer & SVP, Digital

Denna Singleton Director, Global Digital

Questions?

Our Panelists -

Ryan Bonifacino – Chief Marketing Officer & SVP, Digital

Denna Singleton Director, Global Digital

Our Panelists -

Ryan Bonifacino – Chief Marketing Officer & SVP, Digital

Denna Singleton Director, Global Digital

Audience Q&A

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