sap hybris enabling digital transformation in your...
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![Page 1: SAP Hybris Enabling Digital Transformation in Your Businessassets.dm.ux.sap.com/bg-sap-professional-day/pdfs/sap_hybris.pdf · October, 5th 2017 Adam Goljan, SAP SAP Hybris Enabling](https://reader030.vdocuments.net/reader030/viewer/2022040112/5e735935c6d0d22eab7072db/html5/thumbnails/1.jpg)
October, 5th 2017
Adam Goljan, SAP
SAP HybrisEnabling Digital Transformation in Your Business
![Page 2: SAP Hybris Enabling Digital Transformation in Your Businessassets.dm.ux.sap.com/bg-sap-professional-day/pdfs/sap_hybris.pdf · October, 5th 2017 Adam Goljan, SAP SAP Hybris Enabling](https://reader030.vdocuments.net/reader030/viewer/2022040112/5e735935c6d0d22eab7072db/html5/thumbnails/2.jpg)
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CHANGE IS HAPPENING FASTER THAN EVER …
TIME TO REACH50 MILLION USERS
75 YEARS
38 YEARS
13 YEARS
4 YEARS
3.5 YEARS
3 YEARS
2.5 YEARS
50 DAYS
35 DAYS
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of customers are more willing to
engage with companies that
deliver better customer
experiences.
63%
Customers have high expectations
Source: Forrester Consulting, 2017.
Customer experience will
overtake price and product as
key brand differentiator.
By 2020of customers will buy from
competitors if they do not have
satisfactory experience.
91%
Only experience matters
Customers want better experience
Source: Forrester Consulting, 2017. Source: Walker Info, Customers 2020 Study.
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Great customer experience means
More Revenue for Brands
Customer experience leader
can almost double their
revenue in a 3 year period.*
*SOURCE: TEMKIN GROUP 2016
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CHANGE
ADDRESS
DISCOVER
NEED
RECEIVE
OFFER
POST
REVIEW
MAKE
PAYMENT
JOIN
GROUPS
SHORTLIST
TRACK
ORDER
BUYRECEIVE
PACKAGE
SET UP
PHONE
MISSING
ITEM
NETWORK
ISSUE
FIX
ISSUE
RESTART
SERVICE
BILLING
ISSUE
LOYALTY
BONUS
RECEIVED
OFFER
WEB
TV
DIGITAL
ADS
SOCIAL
SEARCH
KW/ADSREVIEWS
RETAIL
STORE
CONTACT
CENTER
SOCIAL CONTACT
CENTER
SUPPORT
PORTAL
CONTACT
CENTER
SOCIAL
BRANDED
COMMUNITY
CONTACT
CENTER
CONTACT
CENTER
RETAIL
STORE
AWARENESS
INTEREST
CONSIDERATION
ACTION
USE
ACTION
ADVOCACY
ADVOCACY
CONSIDERATION
USE
SUPPORT
PORTAL
WEB
SHOPRETAIL
STORE
REFER
FRIENDS
SOCIAL
WORD OF
MOUTH
WEB
SITE
WORD OF
MOUTH
WEB SHOP
RESEARCH
WEB
WEB SHOP
DISCOVERY
EACH CUSTOMER CHOOSES THEIR OWN ADVENTURE
![Page 7: SAP Hybris Enabling Digital Transformation in Your Businessassets.dm.ux.sap.com/bg-sap-professional-day/pdfs/sap_hybris.pdf · October, 5th 2017 Adam Goljan, SAP SAP Hybris Enabling](https://reader030.vdocuments.net/reader030/viewer/2022040112/5e735935c6d0d22eab7072db/html5/thumbnails/7.jpg)
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DISCOVER
SEARCH
RESEARCH
GET HELP
COMPARE
PERSONALIZE
SHAREEVANGELIZE
USE
TRUST
FRIEND
DECIDEPURCHASE
• INTERACTIVE
• PAID SEARCH
• SEO
• DISPLAY
• MOBILE (NOTIFICATION/SMS)
• WEB
• COMPANY WEBSITE
• MOBILE
• BRANCH/STORE
• CALL CENTER
• SOCIAL
Source: Forrester, From channels to touchpoints
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THE MAJORITY OF
BUSINESSES CAN’T
SUPPORT AN OMNI-
CHANNEL CUSTOMER
JOURNEY.
JUST 12% CAN PROVIDE
A SEAMLESS HAND-OFF
BETWEEN CHANNELS.
SOURCE: Forrester Wave Customer Service Solutions 2014
![Page 9: SAP Hybris Enabling Digital Transformation in Your Businessassets.dm.ux.sap.com/bg-sap-professional-day/pdfs/sap_hybris.pdf · October, 5th 2017 Adam Goljan, SAP SAP Hybris Enabling](https://reader030.vdocuments.net/reader030/viewer/2022040112/5e735935c6d0d22eab7072db/html5/thumbnails/9.jpg)
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BUT THE
CHOICES ARE
OVERWHELMING,
AND ASSEMBLING
DISPARATE
SOLUTIONS CAN
MAKE THINGS
WORSE.
SOURCE: chiefmartech.com
![Page 10: SAP Hybris Enabling Digital Transformation in Your Businessassets.dm.ux.sap.com/bg-sap-professional-day/pdfs/sap_hybris.pdf · October, 5th 2017 Adam Goljan, SAP SAP Hybris Enabling](https://reader030.vdocuments.net/reader030/viewer/2022040112/5e735935c6d0d22eab7072db/html5/thumbnails/10.jpg)
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COMPLEXITY
MAKES AGILITY
IMPOSSIBLE.
CRM. WEB CMS. MOBILE. MARKETING. OMS.
STORES. CONTACT CENTERS. ETC.
![Page 11: SAP Hybris Enabling Digital Transformation in Your Businessassets.dm.ux.sap.com/bg-sap-professional-day/pdfs/sap_hybris.pdf · October, 5th 2017 Adam Goljan, SAP SAP Hybris Enabling](https://reader030.vdocuments.net/reader030/viewer/2022040112/5e735935c6d0d22eab7072db/html5/thumbnails/11.jpg)
SILOED DATAData is often out of date, siloed,
or ignored/unutilized
TOO MANY TOOLSDifferent tools for different tasks,
complex integration limits possibilities
INCONSISTENT TOUCHPOINTSInconsistent behavior on systems
with different logic
COMPLEXITY=
OVEREXTENDED STAFFBusinesses have more and more tasks
across different systems
![Page 12: SAP Hybris Enabling Digital Transformation in Your Businessassets.dm.ux.sap.com/bg-sap-professional-day/pdfs/sap_hybris.pdf · October, 5th 2017 Adam Goljan, SAP SAP Hybris Enabling](https://reader030.vdocuments.net/reader030/viewer/2022040112/5e735935c6d0d22eab7072db/html5/thumbnails/12.jpg)
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THE COREWE ATTACK OF THE PROBLEM
![Page 13: SAP Hybris Enabling Digital Transformation in Your Businessassets.dm.ux.sap.com/bg-sap-professional-day/pdfs/sap_hybris.pdf · October, 5th 2017 Adam Goljan, SAP SAP Hybris Enabling](https://reader030.vdocuments.net/reader030/viewer/2022040112/5e735935c6d0d22eab7072db/html5/thumbnails/13.jpg)
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Boston Retail Partners, https://bostonretailpartners.com/unified-commerce-is-the-goal/, March 23, 2016
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EXPERIENCE MANAGEMENT
PLATFORM, INFRASTRUCTURE, INTEGRATION
COMMERCE SALESMARKETING SERVICEBILLING
DATA & PROCESS MANAGEMENT
SAP Hybris Commerce CloudOmnichannel commerce for B2B and B2C industries
Deliver Exceptional Experiences
Be Consistent Across Channels
Serve Relevant Content in Real-Time
Empower Buyers
React to Market Change with Agility
![Page 15: SAP Hybris Enabling Digital Transformation in Your Businessassets.dm.ux.sap.com/bg-sap-professional-day/pdfs/sap_hybris.pdf · October, 5th 2017 Adam Goljan, SAP SAP Hybris Enabling](https://reader030.vdocuments.net/reader030/viewer/2022040112/5e735935c6d0d22eab7072db/html5/thumbnails/15.jpg)
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Omni-channel commerce
platform that supports all
digital and physical
touchpoints like web, mobile,
chat, in-store, etc.
Easy-to-use tools and
cockpits to manage and
promote your products
B2C, B2B, B2B2C, or
global marketplace
Agile, flexible, and extensible architecture
Comprehensive
capabilities for order
management and
fulfillment
Become an omni-channel business
![Page 16: SAP Hybris Enabling Digital Transformation in Your Businessassets.dm.ux.sap.com/bg-sap-professional-day/pdfs/sap_hybris.pdf · October, 5th 2017 Adam Goljan, SAP SAP Hybris Enabling](https://reader030.vdocuments.net/reader030/viewer/2022040112/5e735935c6d0d22eab7072db/html5/thumbnails/16.jpg)
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Deliver contextual customer experiences
Deliver relevant content,
offers, recommendations
at the right time using
digital platform powered
by machine learning
Gain customer
intelligence by
combining multiple
data sources and
using machine
learning
Effective and impactful remarketing to
increase conversion
Design the customer
experience with
easy-to-use tools
Use loyalty program
to power customer
advocacy
![Page 17: SAP Hybris Enabling Digital Transformation in Your Businessassets.dm.ux.sap.com/bg-sap-professional-day/pdfs/sap_hybris.pdf · October, 5th 2017 Adam Goljan, SAP SAP Hybris Enabling](https://reader030.vdocuments.net/reader030/viewer/2022040112/5e735935c6d0d22eab7072db/html5/thumbnails/17.jpg)
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Pre-packaged and configured
core capabilities for easy
deployment and quick start
Easy-to-use tools to manage
and promote your products
Built to scale as your
business grows
Flexible cloud platform
Comprehensive
capabilities to support
all your commerce
requirements
Attain go-to-market agility
![Page 18: SAP Hybris Enabling Digital Transformation in Your Businessassets.dm.ux.sap.com/bg-sap-professional-day/pdfs/sap_hybris.pdf · October, 5th 2017 Adam Goljan, SAP SAP Hybris Enabling](https://reader030.vdocuments.net/reader030/viewer/2022040112/5e735935c6d0d22eab7072db/html5/thumbnails/18.jpg)