RAISING THE BAR - bring.no · raising the bar delivery & fulfilment is a key battleground ... 1 &2...
Transcript of RAISING THE BAR - bring.no · raising the bar delivery & fulfilment is a key battleground ... 1 &2...
RAISING THE BAR
MARKS AND SPENCER - DIGITAL TRANSFORMATION
32 MILLION CUSTOMERS
1,382 STORES WORLDWIDE
“THERE'S NO CHANCE THAT THE IPHONE IS GOING TO GET ANY SIGNIFICANT MARKET SHARE. NO CHANCE.”
Steve Ballmer, 2007
RAISING THE BAR
RAISING THE BAR
WHAT DOES THE FUTURE LOOK LIKE?
DELIVERY & FULFILMENT INNOVATION
INTERNET OF THINGS
CONVERSATIONAL ECOMMERCE & AI
PERSONALISATION & INTELLIGENT AGENTS
RAISING THE BAR
DELIVERY & FULFILMENT IS A KEY BATTLEGROUND‣ INNOVATION IN THIS SPACE IS
ESSENTIAL
‣ 80% OF CUSTOMERS WILL CONSIDER SWITCHING RETAILERS IF THEY GET A POOR DELIVERY EXPERIENCE
‣ 66% OF CUSTOMERS WILL CONSIDER SWITCHING RETAILERS IF THEY GET A POOR CLICK & COLLECT EXPERIENCE
Source: 1 &2 JDA and Centiro, “Customer Pulse Report UK 2016” conducted by YouGov, June 20, 2016
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INTERNET OF THINGS IS COMING‣ TODAY THERE ARE 22.9B INTERNET
CONNECTED DEVICES - BY 2020 THERE WILL BE OVER 50B
‣ THE ABILITY FOR DEVICES TO INTERACT WITH EACH OTHER, AND WITH RETAILERS OPENS UP INCREDIBLE OPPORTUNITIES
‣ AUTOMATIC REPLENISHMENT AND DIAGNOSIS COULD SIGNIFICANTLY ENHANCE CONVENIENCE AND CUSTOMER EXPERIENCE, ALLOWING BRANDS TO DIFFERENTIATE
Source: Hotel New Resource by Statista
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CONVERSATIONAL COMMERCE AND AI‣ MESSAGING APPS HAVE
OVERTAKEN SOCIAL NETWORKS AS THE PRIMARY ONLINE COMMUNICATION METHOD
‣ COMPANIES ARE TRIALLING THE USE OF CHATBOTS AS A WAY TO DELIVER BETTER CUSTOMER SERVICE AND EXPERIENCE
‣ CHRIS MESSINA, PREDICTS THAT 2016 WILL SEE THE BEGINNING OF CONVERSATIONAL COMMERCE AS A MAJOR TREND
RAISING THE BAR
PERSONALISATION & INTELLIGENT AGENTS‣ CUSTOMERS WANT PERSONALISED
EXPERIENCES THAT MAKE THEIR LIVES EASIER
‣ THEY ALSO WANT PRODUCTS THAT ARE PERSONALISED TO THEM
‣ INCREASINGLY, RETAILERS WILL HAVE TO PROACTIVELY DELIVER VALUE TO CUSTOMERS, BASED ON DEEP UNDERSTANDING OF CUSTOMER BEHAVIOUR
‣ THIS IS ANOTHER POINT OF DIFFERENTIATION, ONE THAT WE’RE ONLY BEGINNING TO SCRATCH THE SURFACE OF…