ECONOMIES AND SERVICES

PHYSICAL AND ONLINE

INTERFACES ADVERTISINGPURCHASING METHODS

REFERENCE METRICS

SHIPPING GLOBAL E-COMMERCE HUB

CREATION OF GLOBAL ECONOMIES

OF SCALE WITH LOCAL SERVICES

PHYSICAL AND ONLINE PURCHASING

BECOME A SINGLE EXPERIENCE

INTERFACES BECOMEVOCAL

CUSTOMISED ADVERTISING BASED ON THE SPECIFIC

INDIVIDUAL AND SPECIFIC MOMENTS IN HIS/HER LIFE

PURCHASES CHANGE AND

BECOME AUTOMATED

MAXIMISATION OF THE LIFETIME

VALUE AND RELATION SHARE

MADE TO MEASURE DELIVERY

THE ASIA-PACIFIC AREA IS THE NEW

GLOBAL E-COMMERCE HUB

1998

2008

2018

2028

Brickand mortar

PureplayerVS

Pure Player set up dedicated goods collection points and Brick

and mortar operations start selling directly online or entering

into partnerships

Death by Amazon:lists the 50 traditional retailers most

vulnerable to Group competition

Pop-up stores without traditional branding: product trial, online

purchase or Click & Collect delivery

Physical in-store purchasing debited directly to the client’s

Amazon virtual account

Personal Shopper becomes virtual

Pick & Collect, home delivery, online booking and in-store

product trial

2000:Italy1999: China

1995: USA 1995: USA

1996:Holland

Success on local markets

1994:Italy

1999: FrancePurchases

becomeonce-off

Subscription-based purchases

Dash Button to re-order on request and the first automated

purchases

For the provision of clothing for special occasions, according to sharing

economy principles

For the provision of entertainment

content

For weekly home shopping

Amazon Dash Button: one-click purchase of a specific product,

increasing number of brands available

Pantry: monthly

pack with fixed

shipping cost

Registerand save:

10% discount and free shipping

WePlenish, re-order

replacement coffee capsules

Items order on our behalf

Automated monthly

deliveries

Automatic re-ordering costs less

Local partnerships

Investment in local products

Localpurchases

Chatbot

In 2016, transactions via mobile devices overtakes

that via desktop units

Desktop

Mobile

By 2022, 85% of all interactions will be

with bots

By 2020, 40% of users will be making

use of voice shopping assistant rather than

a website

2015 > Europe and Middle East

Asia Pacific

2005: acquired by Booking Holdings Inc. > USA

2008: acquired

Venere > USA

Expansion on National and International markets

Consolidating globalisation

2009: USA > world

> Europe

Italy> France

France > Italy

2008: Germany >

Europe

2011: Germany > Worldwide

> Local acquisitions such as Lazada

> Worldwide (2015, partnership with

eLong, China)

Local acquisitions such as Whole Foods

> Worldwide

> Europe (2017, acquired by Unieuro)

> Worldwide (since 2015, Apps for online coffee sales)

> Partnerships with Ctrip (China) and Panorama Group (Indonesia)

> Investment in local products such as Tea in India

> Europe (since 2015, opening of logistics centres

in the EU)

USA

ASIA PACIFICO

EUROPE

WORLDWIDEEXPANSION

WORLDWIDECONSOLIDATION

USA

ASIA PACIFIC

EUROPE

USA EXPANSION

ASIA PACIFICEXPANSION

EUROPE EXPANSION

THE FUTURE OF E-COMMERCE IN 2028

One2One marketing

Search linked to keywords

Display advertising

OneMoment marketing

55% n.a.

Display Keyword

4% 27%

Display KeywordINVESTMENT

IN ADVERTISING

INVESTMENTIN ADVERTISING

Targeted content based on the user’s purchasing behaviour and preferences

Enables the user to book his/her coffee via the Facebook Messenger bot and to know precisely when it will be ready

Create san own bot that enables the user to practice his/her desired language, generating engagement and developing the user’s brand loyalty

Enables the user to access suggestions on what underwear to buy, sizes and latest trends, based on suggestions from other users and bloggers

Made up of micromoments: the importance of being available precisely when users want to

know, go, purchase or do something

Partnership withplayers to offer

a voice shopping option

Website hits

Transactions

Lifetime value

Invests everything into the proprietary application that enables the development

of a relationship with the client

Invests in and on services aimed exclusively at a particular client

Introduction of web streaming to anticipate the arrival of new content,

thus increasing the LTV by 6%

Investment in the relationship with the client rather than in

the conversation

Acknowledging the exclusivity of

the interaction

Dronedelivery

Robotdelivery

The purchaser makes his/her purchase and

personally collects the goods

Structured delivery system based on courier services and lockers

Companies are structured around the use of courier services for the delivery

of their goods

Crowdsourced shipping

Subscription services

Made to measure services: delivery that does not require the client’s

presence at home

Click & Collect

On-demand Click & Collect delivery

Automatic delivery

AsiaPacific

EUUSA

E-commerce turnoverby geographic area

(values in millions of Dollars)

USA36

Europe3.4

Asia Pacific2.8

USA133

Europe259

Asia Pacific99

USA462

Europe321

Asia Pacific1,349

Integration of on-line and off-line

Client experiencetouch point

Interchangeable channels for:getting to know the product, trying it

out and getting in touch with the brandpurchasing

recognising the userdelivery