+46 (0)760 405012 daniel.eliasson@apegroup.com

Daniel Eliasson

Speaker, advisor Founder: xwine.se GNOSCO

Bus.developer: Apegroup

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There is a new drug

in the streets

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Industries are being redefined

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MATURITY

TIME

Media Retail Hotels

- Healthcare - Automotive - Logistics - B2B industry - Finance

Banking is necessary.

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Banking is necessary.Banks are not.- Bill Gates

Logistic is in transformation

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Logisticsis in transformation

Or computer on wheels

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Every industry becomes a platform for innovation

A car?

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Major changes in the retail industriesE-commerce goes physical

Traditional (physical) stores goes e-commerce

and some goes full-out Omni

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What if.?

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Social players enter the commerce area

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Mobile E-commerce or

mobility shopping

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Statistics

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it is growing

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and growing

Are you surprised by the adoption speed of mobile commerce?

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Turbo speed? It took AOL (America Online) 9 years to get to 1 million users.

It took Facebook 9 months.

It took the mobile app, Draw Something 9 days!

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- Your customer journey is constantly changing

Customer Journey

Customer Journey - always changing

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In-store (Shelf)

Mobile app

Mobile web

In-store (POS)

Tablet app

Web

Loyalty card

Outdoor media

Campaigns

In-Store (Screens)

AwarenessResearch & Compare

Evaluate fit & feel

Search Add to basket

Postal service

Purchase AnticipateDelivery / Pick-up

Return Share / reviewUse

In-store (Sta)

Physical store - Back in the days

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In-store (Shelf)

Mobile app

Mobile web

In-store (POS)

Tablet app

Web

Loyalty card

Outdoor media

Campaigns

In-Store (Screens)

AwarenessResearch & Compare

Evaluate fit & feel

Search Add to basket

Postal service

Purchase AnticipateDelivery / Pick-up

Return Share / reviewUse

In-store (Sta)

In store

Physical store - Yesterday

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In-store (Shelf)

Mobile app

Mobile web

In-store (POS)

Tablet app

Web

Loyalty card

Outdoor media

Campaigns

In-Store (Screens)

AwarenessResearch & Compare

Evaluate fit & feel

Search Add to basket

Postal service

Purchase AnticipateDelivery / Pick-up

Return Share / reviewUse

In-store (Sta)

In store

Physical store - Today

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In-store (Shelf)

Mobile app

Mobile web

In-store (POS)

Tablet app

Web

Loyalty card

Outdoor media

Campaigns

In-Store (Screens)

AwarenessResearch & Compare

Evaluate fit & feel

Search Add to basket

Postal service

Purchase AnticipateDelivery / Pick-up

Return Share / reviewUse

In-store (Sta)

In store

Example KicksPersonel have access to information in a mobile situation, in the store.

Personel know that customer might come from digital touch points and are prepared.

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E-Commerce - Back in the days

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In-store (Shelf)

Mobile app

Mobile web

In-store (POS)

Tablet app

Web

Loyalty card

Outdoor media

Campaigns

In-Store (Screens)

AwarenessResearch & Compare

Evaluate fit & feel

Search Add to basket

Postal service

Purchase AnticipateDelivery / Pick-up

Return Share / reviewUse

In-store (Sta)

E-commerce

E-Commerce - Yesterday

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In-store (Shelf)

Mobile app

Mobile web

In-store (POS)

Tablet app

Web

Loyalty card

Outdoor media

Campaigns

In-Store (Screens)

AwarenessResearch & Compare

Evaluate fit & feel

Search Add to basket

Postal service

Purchase AnticipateDelivery / Pick-up

Return Share / reviewUse

In-store (Sta)

E-commerce

E-Commerce - Today

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In-store (Shelf)

Mobile app

Mobile web

In-store (POS)

Tablet app

Web

Loyalty card

Outdoor media

Campaigns

In-Store (Screens)

AwarenessResearch & Compare

Evaluate fit & feel

Search Add to basket

Postal service

Purchase AnticipateDelivery / Pick-up

Return Share / reviewUse

In-store (Sta)

E-commerce

Example - NetonnetMobile price comparison at your competitors physical store.

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Example NetonnetMobile price comparison at your competitors physical store.

Example - Zalando, SportamoreClothes and Media leads mobile device purchase

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Example Zalando, SportamoreClothes and Media leads mobile device purchase

Journey across touch points

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In-store (Shelf)

Mobile app

Mobile web

In-store (POS)

Tablet app

Web

Loyalty card

Outdoor media

Campaigns

In-Store (Screens)

AwarenessResearch & Compare

Evaluate fit & feel

Search Add to basket

Postal service

Purchase AnticipateDelivery / Pick-up

Return Share / reviewUse

In-store (Sta)

In store

E-commerce

Example Kicks

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Add on to existing e-commerce order

Payment solution that is totally seamless between e-commerce and physical store

You constantly have to analyse how your customers are moving between touch-points and by that constantly improve the experience

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Use a LAB

Experimenting with the lovely mess of digital and physical

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Connecting customer journeys

Do you own the complete customer journey?

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Awareness Research & Compare

Evaluate fit & feel

Search Add to basket Purchase Anticipate Delivery / Pick-up

Return Share / reviewUse

Prisjakt, etc.

Your Company

Payment company (Klarna,

Dibs, etc.)

Logistic company

Many other products in

the eco-system

Your company

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Example mathem.se

mathem.se have their own drivers and delivery trucks in order to secure the customer experience

Do you own the complete customer journey?

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Awareness Research & Compare

Evaluate fit & feel

Search Add to basket Purchase Anticipate Delivery / Pick-up

Return Share / reviewUse

Prisjakt, etc.

Your Company

Payment company (Klarna,

Dibs, etc.)

Logistic company

Many other products in

the eco-system

Your company

Focus on the product and its ecosystem

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Do you own the complete customer journey?

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Awareness Research & Compare

Evaluate fit & feel

Search Add to basket Purchase Anticipate Delivery / Pick-up

Return Share / reviewUse

Prisjakt, etc.

Your Company

Payment company (Klarna,

Dibs, etc.)

Logistic company

Many other products in

the eco-system

Your company

Qliro/Cdon

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Espresso HouseA more integrated and customised mobile payment solution

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Focus on every part of the journey, and you will have happier customers

and by that more revenue

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Mobility shoppingIt is digital and physical

and the combination of both

Pre-open

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Beacons

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Loyalty

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Loyalty and mobile shopping is the perfect match

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You cant really talk to anyone through a plastic card, now can you?

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Netonnet Mediamarkt

Dormy Apoteket

Lunchrestauranger Linas Matkasse

Middagsfrid Lensway

IKEA SF

SATS Tandlkare

Frisren Sren

Espressohouse Starbucks

McDonalds ICA SL

Frequent purchaseSeldom purchase

Low loyalty

Highloyalty

Identify what kind of customers and purchase behaviour you have and then adapt the experience

and the mobile payment solutions

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McD case

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One-To-One conversation

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Driving footfall

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Easy payment

Focus on loyalty and one-to-one marketingand through that successfully introduce

mobile payment

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Combine superdigital

and superhuman

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Super digital but not human

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Super human but not digital

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Example - Apple Store

Super Human Experience

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Customer (Human)

Sta & Organsiation (Human)

Super Digital Experience

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Customer (Human)

Digital services (Digital)

A digital supporting experience

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Digital services (Digital)

Sta & Organsiation (Human)

Integrated Experience - Super Digital AND Super Human

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Sta & Organsiation (Human)

Customer (Human)

Digital services (Digital)

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It doesnt have to be that hard

a small bus company can do it..

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1. Think both digital and physical world when you choose payment solution

2. Every single part of your customer journey is important

3. Loyal customers or not - identify where you are and adapt the experience and mobile payment solution accordingly

4. You have to provide an end-to-end solution for mobile payment, loyalty and one-to-one marketing communication

To sum it up

Thanks!Daniel Eliasson

+46 (0)760 405012 daniel.eliasson@apegroup.com