Cheliyan Pancras, Partner Sales Manager SEA + India

‘Something for Something’Introduction

Brands need to connect before the transaction happens.

Establish differentiation.

Help the prospect solve a problem.

Help the prospect better define a need or discover the most appropriate solution.

YoY growth is 21% and revenue is expected to grow to $193m by 2023 representing a CAGR of 20%

$113mSource: Gartner Forecast: Enterprise Application Software, Worldwide Q3 2019

Making every experience personal

Making every moment

shoppable

4

Adobe Document Cloud

Adobe Experience Cloud

Adobe Creative Cloud

Adobe Sensei

Adobe Platform Adobe Solution

5

Adobe Experience Platform

Adobe Analytics Cloud

Adobe Advertising Cloud

Adobe Marketing Cloud

Adobe Commerce Cloud

Adobe Analytics

Adobe Audience Manager

Adobe ExperienceManager

Adobe Campaign

Marketo Engage

Adobe

Target

Magento Commerce

Adobe Sensei

Search

DSP

TV

Creative

Adobe Experience Cloud

Adobe Platform

The central questions

we designed our

research to answer:

Methodology and scopeIntroduction

What makes customers want your offerings?

What makes them come back?

What are the usual pain points they experience with you?

What are they willing to exchange with you?

RESPONDENTS ACROSS AP:

7,434

THE KEY FEATURES OF THE SURVEY

MARKET RESPONDENTS IN

India

1,405

CARRIED OUT:

JUNE 2019

Regional HighlightsSetting the context

Free delivery drives loyaltyof consumers

would return for free delivery

67%

of Indian consumers

will be return shoppers

if you offer a freereturns policy.

57%

of Indian consumers will

be encouraged to buy if your site is easy to use and mobile friendly.

50%

Move past transactional relationships to build trust

of respondents said that that when they compare multiple

brands, a retailer’s competitive pricing is

thedeal-breaker.

51%

▪ Founded in 2016 in India by Ayush Agrawal and Tapan Mishra

▪ Seniority.in was India’s first retail store catering specifically to senior citizens

▪ "India may be a young country, but it’s the senior citizen group that is the fastest growing demographic. And they are a lot more tech savvy”

- Aysh Agarwal, Founder, Seniority.in

Case Study

▪ +150% revenue growth after upgrade (Magento 1 Open Source – M2 Enterprise)

▪ +19% average order value increase

▪ -10s average checkout time

▪ +180% increase in traffic after launching responsive storefront

▪ “Magento Commerce was in many ways an ideal platform for Seniority; it had all major functionalities natively build in, which could be further enhanced to achieve our specific business goals.” - Shankey Poddar, Product Head, Seniority Private Limited

Case Study

Magento Roadmap PrioritiesProduct Roadmap

Open Cloud Platform and Vibrant Ecosystem

Outperform your competition at a lower TCO

Deliver best in class B2C and B2B

shopping experiences that accelerate sales

SuperiorExperiences

Sell everywhere, deliver anywhere – managing

products, inventory, orders and fulfillment

Omnichannel Innovation

Enable intelligent experiences, uncover insights, and employ better measurement

Commerce Intelligence

Multi-Source Inventory (MSI)Product Roadmap

Operate more efficiently• Manage stock in multiple locations to reflect physical

inventory

• API coverage for integration with 3rd party inventory systems

Lower fulfillment costs• Real-time sourcing controls how locations are selected for

delivery

• Automated source selection based on priority or distance to shopper

Improve customer satisfaction and build loyalty• Inventory reservations for highly performant checkout and

accurate quantity counts “We have 3 different countries with 3 different shipping methods and locations, and 56 sources of info for the warehouse.It’s proof that MSI can solve complex problems.”

- Strix, SI for TOUS

Page Builder

▪ Quickly launch richer, more compelling shopping experiences

▪ Intuitive visual interface enables non-technical personnel

▪ Powerful set of content elements out-of-the-box

▪ Drag & drop positioning of content elements

▪ Control of page content layouts by adding multiple columns of content

▪ See changes before saving with “true” storefront preview

▪ “WYSIWYG”, in-line text editing

▪ Compatible with Staging & Preview and Dynamic Blocks

Product Roadmap

Create new pages and edit content ten times faster than before10

x

Adobe Stock Integration into Admin Panel

▪ Collaboration with the Magento Community

▪ Integration of Adobe Stock directly into the Magento Media Gallery

▪ Ideal solution for merchants with high reliance on media assets, who don’t produce their own assets

▪ Provides ability to easily:

▪ Discover stock imagery

▪ Preview in their site

▪ License & integrate stock assets

▪ All without having to jump between tools, or manually upload images

Product Roadmap

Sustainability becoming part of the public agenda in India

Regional similarities

respondents in India think that online

shopping isbetter for the

environment than in-store shopping.

+8%

Takeaway: Eco-conscious efforts — these are just one of the many recent strategies that brands explore, particularly now that most customers are betteraware of environmental challenges.

Indian consumers are considering sustainable factors when purchasing, but it is still a lower priority then cost or payment method. This will be a key trend to watch develop over next 12 months.

respondents are likely to buy from a retailer doesn’t sell any products made

from single-use plastics

35%

Provide information about your product sources and eco-friendly packaging.

34%

Distributed OrderManagement

Sourcing & Global Inventory

Store Fulfillment Customer Service

In-Store Functionality

Centralizes global inventory, intelligently sources items for fulfillment, and manages orders while providing a consistent shopping experience.

What it is, how it works, and why you need it

System & Deployment

Business Intelligence

Magento Order Management OverviewProduct Roadmap

Customers expect higher quality commerce

experiences

Customers want seamless customer service

Omnichannel features put pressure on retailers

Delivering on these demands is complex.

Order Management is required to competeProduct Roadmap

What creates omnichannel complexity?

Multiple Physical StoresMultiple Brands & Websites

Call Centers

Mobile

Multiple Inventory Locations

Drop Shippers Multiple Regions

Increase in Sales Channels

Increase in Fulfillment ChannelsX

=Increase in

Order Volume & Velocity

Product RoadmapProduct Roadmap

Magento Order Management solves omnichannel complexity

Product Roadmap

Takeaway:

It unites all sales and fulfilment channels and optimizes the order flow no matter where the order gets placed, the inventory is held, or the customer wants it delivered

▪ Founded in Melbourne, Australia, with over 250 stores around the world.

▪ Forever New produce unique and original women’s fashion.

▪ “We want every moment—no matter how big or small—to feel like it belongs to her. Like she owns it. Wherever she goes, we give her the self-belief and confidence to make the seemingly insignificant, unforgettable.”

- CAROLYN MACKENZIE, MANAGING DIRECTOR, FOREVER NEW

Case Study

Case Study

▪ Abandoned cart decreased by 20%

▪ Warehouse Dispatch time decreased by 50%

▪ Deployed across 200+ stores

▪ “Magento is the bedrock to our digital growth plans” - Carolyn Mackenzie, Managing Director, Forever New

Indians do not fear of oncoming automationRegional similarities

of Indian consumers are

“fairly” and “very”

comfortable with retailers

employing new technologies,

such as AI.

67%

39%of Indian consumersare comfortable with

retailers using personaldata for relevant

recommendations.

are more likely to buy from retailers using AI capabilities so long as they offer low prices, excellent customer service, and online

experience.

56%

Takeaway: Asia Pacific are generally more comfortable with automation than European counterparts, however India has a head start on realising its new technology efforts as customers well-receives experimentation.

India is a good sandbox to test new technology that will positively impact a consumer’s journey.

Adobe Sensei

Adobe Sensei is the technology that powers

intelligent features across all Adobe products to

dramatically improve the design and delivery of

digital experiences, using artificial intelligence and

machine learning in a common framework.

Product Roadmap

Adobe Sensei

Growing Content &

Data Volumes

Experiences & Expectations

ArtificialIntelligence

Product Roadmap

Product Recommendations powered by Adobe Sensei

Product Roadmap

••••

Advanced, AI-powered Site Search

• Search shopper experience enhancements, including autocomplete & results preview, boost search result click-through rates

• Powerful “searchandizing” capabilities turn site search into a compelling marketing tool

• Deliver relevant results in a variety of contexts, from search to navigation, to keep shoppers engaged and accelerate the path to conversion

• Integrated AI/machine learning capabilities provide “self-learning” algorithms & personalized results tuned to the individual shopper

• SaaS-based services deliver lightning-fast results and enable rapid iteration outside commerce release cycles

Magento Premium Site Search will become the “sales assistant” for your website through lightning fast, relevant & personalized search

Product Roadmap

Traditional or Digital Payments? National trends

Let Customers

Freely Choose.

of respondents would not purchase from a retailer that

doesn’t offer cash on delivery as a

payment option.

48%Takeaway: Payment trends move at very different speeds across Asia Pacific markets. Each are moving away from cash at their own pace and adopting different substitute payment methods.

Payment flexibility is a must.

Top Payment Methods

1. Cash On Delivery

2. Debit/Credit3. eWallet

vs the regional average

+22%

Headless Commerce using GraphQLProduct Roadmap

Optimized for Performance: A highly performant & scalable GraphQL-only Magento application streamlined for headless performance

GraphQL .

Every Model on One Platform: Flexibility to operate Magento in a fully headless mode, integrated with PWA, Adobe Experience Manager, or 3rd party customer experience applications

GraphQL API Query Layer: Provides performance and finely tuned integrations by enabling applications to request exactly what data they need, and packaging into a single response

B2C coverage

B2B coverage

Performance optimization

GraphQL-only instance

IoTHEADLESSFULL EXPERIENCE INTEGRATIONS

Making Security Updates EasierProduct Roadmap

Magento Commerce merchants and partners will be able to more rapidly deploy critical security updates ahead of broad

publication

We will pre-announce upcoming quarterly releases to Commerce Merchants the same way we have done for Partners

We will make quarterly releases available to Commerce Merchants ~1-2 weeks ahead of the General Availability date

We will offer streamlined, “security-only” updates based on the prior quarter’s comprehensive update

M2.3.2 M2.3.3 M2.3.4

Q2

M2.3.2-p1

M2.3.3-p1

M2.3.4-p1

Quality + Security

Security-only

Q3 Q1 Q2

Key takeaways

Merchants need to provide optionsAlthough embracing of new technology, India is such a large market that consumers’ payment needs are diverse, and adoption of new methods is fragmented. Retailers that provide consumers with a broad range of payment options will retain their loyalty.

Key conclusions:

Start thinking about sustainability Being environmentally responsible is already a point of difference for brands in market but it will soon become an expectation for Indian consumers. Retailers who do not embrace this shift could be left behind

Leverage automation to improve experienceIndians are open to the integration of AI by online retailers, but only if it improves their buying experience. AI can be a powerful tool for retails in India if the ultimate goal is a more seamless experience for the end customer.

THANK YOU

Cheliyan PancrasPartner Sales Manager, Magento CommerceSouth East Asia + Indiacpancras@adobe.com