total vision for retail | accenture...experience, with every touchpoint leading seamlessly into the...

Total Visionfor RetailReimagine experiences with the power of our Customer Experience Engine

A single view of the customer is hard to come by.With an explosion of new customer touchpoints across the modern marketplace, brands are increasingly embedding themselves in people’s lives. Customers now expect more meaningful experiences where they can buy, anytime, anywhere.

What’s more, to deliver on this expectation, brands are now using so many different platforms across marketing, sales and social that it can be difficult to piece together a coherent picture of customers’ wants and needs.

Consumer expectations are evolving.

32%of consumers expect the same kind of experience with every brand they encounter.

2018 Global Consumer Pulse Research, Accenture

Copyright © 2020 Accenture. All rights reserved.


So, how do retailers enable commerce on the customer’s terms, especially when those choices are evolving and expanding so rapidly?

Introducing

Total Vision for Retail.Total Vision for Retail employs data collected throughout the customer journey to better inform interactions, product offers and engagements. This scalable, future-proof solution delivers a single view of the customer that enables more connected experiences.

With this foundational infrastructure and data in place, brands can orchestrate an informed, seamless experience tailored to the customer’s exact preferences.


Meet Brie. We'll follow her customer journey as she engages with bag retailer TOTL.



Brie browses Instagram and sees an ad from TOTL promoting their new line of handbags.

She clicks on the ad to see their product page

Liking what she sees, she starts to design her own bag—shopping different styles, patterns, handles and colors.

Brie’s now eager to see what the bag looks like in an everyday setting. Using Augmented Reality (AR), she virtually positions the bag on her kitchen table.

Discovery

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Happy with the look and feel of her newly designed bag, Brie decides to buy it.

Since she has to pick-up a few other items, she chooses the in-store pickup option.

She visits her nearest TOTL store and is greeted by a friendly sales rep who confirms her purchase.

They start discussing additional bags and accessories to compliment her purchase.

In TOTL’s client app, the sales rep can learn more about Brie’s preferences and make custom product recommendations.

Commerce

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Now knowing Brie’s preferences, the sales rep shows her a variety of bags that aren’t available in the store.

AR allows the sales rep to display the virtual bag on the in-store rack.

Based on the sales rep’s recommendations, Brie decides to make a new purchase to compliment her bag.

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Commerce


Engagement

Brie’s loving her new bag and decides to post a selfie showing it off after leaving the TOTL store.

Later while scrolling through her social media feed, Brie sees an ad promoting #TOTLperks—offering 10% off on her next purchase.

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Thanks to the Adobe Experience Platform, TOTL can sense this activity and offer the Brie a unique promotion via her social media feed.


Data gathered feeds backend marketing dashboards and analytics tools.

Technology

• Adobe Experience Cloud• Adobe Experience Platform• Magento Commerce, • Instagram SDK, • Mackevision Digital Twin, • Mackevision WebGL

Configurator• Unity.

Behind the scenes

Engagement data informs new product categories, marketing campaigns, and future communications.

Technology

• Adobe Experience Cloud• Adobe Experience Platform

Making sure the content you produce is consistent across channels isn’t easy.

That’s why brands use CGI, Digital Twin and product visualization to create an engaging and seamless customer journey, from start to finish.

Technology

• Adobe Experience Cloud • Adobe Aero• Magento Commerce • Mackevision Digital Twin

Discovery Commerce Engagement

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Option 2

Brie has been at the center of a unified brand experience, with every touchpoint leading seamlessly into the next.

Total Vision for Retail takes the emphasis away from individual touchpoints and technologies, and focuses on powering a positive emotional experience that creates affinity long into the future.

When you unite the moments.

You own the shopping experience.

About Accenture InteractiveAccenture Interactive is reimagining business through experience. We drive

sustainable growth by creating meaningful experiences that live at the

intersection of purpose and innovation. By connecting deep human and

business insights with the possibilities of technology, we design, build,

communicate and run experiences that make lives easier, more productive

and rewarding. Accenture Interactive is ranked the world’s largest digital

agency by Ad Age and has been named a Most Innovative Company by Fast

Company. To learn more, follow us @AccentureACTIVE and

www.accentureinteractive.com.

About AccentureAccenture is a leading global professional services company, providing a broad

range of services in strategy and consulting, interactive, technology and

operations, with digital capabilities across all of these services. We combine

unmatched experience and specialized capabilities across more than 40

industries — powered by the world’s largest network of Advanced Technology

and Intelligent Operations centers. With 509,000 people serving clients in more

than 120 countries, Accenture brings continuous innovation to help clients

improve their performance and create lasting value across their enterprises.

Visit us at www.accenture.com

Contact us

Rob Fuller

Global Lead – Customer Experience Engine

Interactive

[email protected]

Copyright © 2020 Accenture. All rights reserved.Accenture and its logo are trademarks of Accenture.

total vision for retail | accenture...experience, with every touchpoint leading seamlessly into the...

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