customer-centric convergence
DESCRIPTION
TRANSCRIPT
Customer-Centric Convergence
What does 2014 have in store for the retail industry?
#nrf14
Meet the experts Moderator
Matthew Townsend Bloomberg News
Reporter
@matt_townsend
Bill Tancer Experian Marketing
Services GM, Global Research
@BillTancer
Sean Breckenridge Bass Pro Shops
Director of Marketing Customer Retention and
Development
@Bass_Pro_Shops
Erica Dudash American Eagle
Outfitters Director of Marketing
@EricaDudash
Susan Reda STORES Media
Editor
@Susan_Reda
Today’s discussion
• What is convergence?
• Convergence in context: Key consumer trends Panel discussion
• Audience Q&A
What is convergence?
STORES Magazine prediction late 2012:
“tying together of the web, Big Data, analytics, mobile, social and all things digital” with a need
to react quickly to changes in consumer behavior.
Is one number enough?
75.0
80.0
85.0
90.0
95.0
100.0
11
/5/0
7
1/5
/08
3/5
/08
5/5
/08
7/5
/08
9/5
/08
11
/5/0
8
1/5
/09
3/5
/09
5/5
/09
7/5
/09
9/5
/09
11
/5/0
9
1/5
/10
3/5
/10
5/5
/10
7/5
/10
9/5
/10
11
/5/1
0
1/5
/11
3/5
/11
5/5
/11
7/5
/11
9/5
/11
11
/5/1
1
1/5
/12
3/5
/12
5/5
/12
7/5
/12
9/5
/12
11
/5/1
2
1/5
/13
3/5
/13
5/5
/13
7/5
/13
9/5
/13
Experian Consumer Expectation Index
Convergence Requires Understanding our Differences
60.0
65.0
70.0
75.0
80.0
85.0
90.0
95.0
100.0
105.0
110.0
11
/5/0
7
1/5
/08
3/5
/08
5/5
/08
7/5
/08
9/5
/08
11
/5/0
8
1/5
/09
3/5
/09
5/5
/09
7/5
/09
9/5
/09
11
/5/0
9
1/5
/10
3/5
/10
5/5
/10
7/5
/10
9/5
/10
11
/5/1
0
1/5
/11
3/5
/11
5/5
/11
7/5
/11
9/5
/11
11
/5/1
1
1/5
/12
3/5
/12
5/5
/12
7/5
/12
9/5
/12
11
/5/1
2
1/5
/13
3/5
/13
5/5
/13
7/5
/13
9/5
/13
Experian Consumer Expectation Index - Age
Age: 18-34 Age: 35-49 Age: 50-64 Age: 65+
Understanding Differences = Increased Margins
#shareinsight
Channel is Key
Discussion • What does convergence look like to the consumer? How does that work?
• How does a retail organization realize an omnichannel vision? Is that becoming easier or more difficult?
• How did retail change in 2013?
• Comparing holiday 2012 & 2013 retail strategies and shopping behavior, did convergence play a role in that change?
• What can we expect from retail in 2014? From consumers?
• Five years from now, what would be the ideal experience you would like a consumer to have?
Questions from the audience?
Matthew Townsend
@matt_townsend
Bill Tancer
@BillTancer Sean Breckenridge
@Bass_Pro_Shops
Erica Dudash
@EricaDudash Susan Reda
@Susan_Reda
Customer-Centric Convergence #nrf14