Hybris, Kees de Vos

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Transcript of Hybris, Kees de Vos

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MULTICHANNELWHAT’S NEXT?

Integrated retail in a multichannel world

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CHANGE

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2011:CUSTOMER INTERACTION= MULTICHANNEL

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Over 90% check online before buying

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50% use a catalogue to check product information

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74% of UK consumers has reserved online before collecting from store

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80% of consumers expect to be able to return to store when they have bought online

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LE CHANGEMENT

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has used their mobile to purchase something

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has used their mobile to find their nearest store

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has used their mobile to compare prices and product reviews in store

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consumers prefer to buy from sellers whose products are available through multiple channels!

FRANCE 55%

GERMANY 53%

UK 73%

US 68%

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VERÄNDERUNG

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800 Million+700k new users every day

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10 Million+In two weeks!

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VERANDERING

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Of the world’s 4billion mobile phonesOver 1 billion are smartphones

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By 2014, mobile internet should take over desktop internet usage

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85% of children owna phone while only73% own a book at home

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ÆNDRE

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ADDICTION?

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48% of people check/update facebook and/or twitter after they go to bed

55% of people over 25 have to check in on facebook at least once a day

61% of people under 25 have to check in on facebook at least once a day

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The next generation of your customers are natives in the multichannel universe

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of people under 25 can be interrupted by an electronic message during a meeting

of people under 25 can be interrupted by an electronic message during a meal

of people under 25 can be interrupted by an electronic message while in the bathroom

22%

49%

24%

11%sex

of people under 25 can be interrupted by an electronic message during

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YOUR RESPONSE

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Customer experience spans multiple channelsOrganisational alignmentCustomer CentricityNo ‘channel silos’

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New demands from IT include:Consistent, relevant and accurate data across channels

Understanding of customer behaviour across channelsCapability to effectively manage customer experience across channelsImproved reaction time to customer change

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THE SINGLE VIEW

1A centralised view of key data is basis for

multichannel experience

Realisation of central (multichannel) data

hub will be key going forward

Aggregate data from existing sources and

enhance for multichannel use

Distribute across all channels from a single

place

Capture and process transactional data in

the same place

‘Old-fashioned’ ERP, CRM, PIM systems

likely to be less capable

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2012:THE YEAR OF THE DRAGON

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Thank you.

[email protected]

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