the digital retailer: finding and engaging your customers
DESCRIPTION
Traditional retailers are under assault from the demands of the digital economy. The power is shifting from the enterprise to consumers, who are demanding interactive, personalized experiences, wherever they are, whenever they need it. For these consumers, a different retailer is just a click away. In this webcast, Norman Woodard from Accenture and Apigee’s Brian Pagano describe the latest technologies retail companies use to analyze and understand their customers: where they are, on what channels and devices, and how they interact with the retailer. We will explore how building deep insights about customers' context helps retailers provide the relevant, individualized experiences that increase customer engagement. Join to learn: - Consumer trends and the opportunities for retailers - Evolving legacy systems with adaptive apps and APIs - Achieving success as a digital retailer - Retailers that have already started their digital journey Download Podcast: http://bit.ly/1ym9mbcTRANSCRIPT
The Digital Retailer: Finding and Engaging Your Customers
© 2014 Apigee Confidential – All Rights Reserved
Brian Pagano
Apigee
Norman Woodard
Accenture
@brianpagano [email protected]
A fundamental
shift in how we
do things
It’s the 3rd wave of digital
1990sDesktop web
2000sMobility
2010sLiving services
Complexity
Accenture ©2014
Biggerscale
Moredata
Fasterspeed
Broader rangeof devices
New demands of the digital economy
Online
On the go In stores
Social media
networks
The seamless nonstop customer
$
Accenture, “Seamless Retail”, ©2014
New retail services
Accenture, “Seamless Retail”, ©2014
To survive and thrive, retailers need to fundamentally reinvent themselves
Partnerships
Right partners who own certain capabilities, thereby minimizing investment burden on the retailer
Platforms
New disruptive technologies such as APIs, mobile, social, cloud, and big data gain momentum as digital conduits
Operations
Buying, placement and promotion of merchandise, having inventory visibility, developing pricing strategies, and managing metrics and incentives across channels
Customer
Seamless experience across channels
Accenture, “Seamless Retail”, ©2014
Walgreens
QuickPrintsAPI
Prescription API
Balance Rewards API
Up to 15% revenue
share from partners
Over 75 partner
apps using APIs
6x sales increase
vs. store only
Trends in retail technology
Accenture, “Retail Technology Vision 2014: Every Retailer Must be a Digital Retailer”, ©2014
Digital retailing
1. Customer-centric
2. Omni-channel integration
3. Maturing of predictive analytics
4. Expand mobility
5. Real-time seamless supply chain
6. Move to variable cost model/cloud computing
CUSTOMERS
PARTNERS
EMPLOYEES
Building blocks for retail success
Accenture, “Winning the 24/7 Digital Customer”, © 2014
Unlock big data
Double down on analytics
Offer 100% inventory visibility
Provide engaging content
Thoughtfully design experience
Re-imagine your supply chain
Rethink your P&L
AT&T
Got apps up and running
in 30% less time
15x increase in API calls
in under 2 years
Growth in apps from 78
to 1,455 in six months
Nike
Extend Nike+
platform and data
NikeFuel: the
currency for
measuring
activity
28M+ members
Unique andvaluable services
Exploring data with NikeFuel
Grow user base
to 100m with
partnerships
