GENERAL PRESENTATION International support dedicated to Retail

Who we are ?

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For 20 years, its experts have helped Retail to… ● understand transformation in the market thanks to continual

intelligence on practices that are shaping the commerce of tomorrow

● better determine Shopper expectations

● anticipate new tech and services innovations

● apply these lessons to their development strategy

Echangeur by BNP Paribas Personal Finance

analyses the technological and marketing trends in customer

relations, in order to anticipate transformations and uses in the

commerce of tomorrow.

Acculturation & decoding :

Put attendees in an immersive innovation posture and think out of the box :

I observe, I analyze, I get inspired…

Our Claim

We decipher the environment around shoppers and give you the keys to understanding your customers and their expectations

● New tech observatory ● Social and consuming observatory ● Lifestyle

With the tools of tomorrow, we put you in the shoes of your customers ● Immersive journey ● Seminars & keynotes ● Study trip

Giving you the necessary impulse to initiate change in your company

● Benchmark ● Workshops ● Customer analysis

Beyond analyzes, Echanger is also annually ...

• +40 technology partners demo displayed in the showroom

• +400 business cases decrypted in our observatories

• +10 500 consumer household finely interviewed in the Access Panel

• +120 séminars and steering committees managed per year

• +20 000 C level professionnal supported

Expanding knowledge of brands and retailers in

new technologies and innovative services

…DECYPHER NEW USAGES

…SHARE TRENDS

…INNOVATE WISELY

immersive support on innovations in Retail, within a unique alliance of expertise and marketing tools, data, new technologies and innovations for :

1 Intelligence platform : ● Newsletter ● The Club by Echangeur ● The Events

2 Dedicated empowerment : ● Seminars and keynotes ● Showroom guided tour ● Store Tours ● Workshops

3 Access Panel : ● European Shopper studies

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Synthetic presentation of Echangeur offer

Exploration of the world of Retailers Analysis of technological and marketing trends in customer relations

1 INTELLIGENCE

PLATFORM

1 Trends newsletter

Monthly news on service-centric and technological developments concerning the customer relation

2 The Club by Echangeur

Digital platform for mastering technological innovation and new uses in retail

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Big annual Events

“Commerce Reloaded” Report interpreting the impact of technological innovations on business

“Innovate Service Centric” Report interpreting the practical and strategic keys of a service-driven approach

2 DEDICATED

EMPOWERMENT

4 Seminars et Keynotes

on trends in Retail and new consumer patterns Interventions of 2 to 3 hours for the seminars and 20 min. to 1 hour for the conferences

5 Showroom guided tour | Mobile Showroom

Scripted and immersive tour of the new technologies demonstration area

6 Learning Expedition

Study trips to observe the innovations and ecosystems of tomorrow on the ground

7 Workshops

Creative work sessions to invent new business models

Evaluation of consumer trends Analysis of customer trends based on a proprietary barometric survey

3 ACCESS PANEL

8 Specific Studies

Specific analysis on the european shopper behaviour

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“Intelligence platform” offers

1/ Trends newsletter Innovations and technologies

in Retail on the front page

The benefits for your partner ● Regular updates on innovations in the news and future trends in Retail

● Sustained open-mindedness about developments in the business of tomorrow

● Continual interpretation by experts with acknowledged expertise in Retail

Latest news about service-centric and technological trends concerning the customer relationship

A monthly newsletter, sent by e-mail, with:

The latest events or statements by Echangeur experts

A technological solution adopted by an Echangeur partner

An interpreted fact or an analysis by one of Echangeur's Techno Trends or Socio Conso experts.

An invitation to visit the web site and go further (unrestricted access to information, archives, seminar themes, etc.) www.echangeur.fr

And follow Echangeur's news on LinkedIn and Twitter…

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Continuously master the impact of technological innovation

and new uses in business

One-hour welcome pack presented by an Echangeur expert to address key subjects, with guidance on getting started with the tool (platform and showroom)

Unlimited access to Echangeur's entire digital library:

─ Continuous interpretation of more than 300 business cases with new cases every week (NFC, virtual reality, etc.)

─ Practical framework, glossary of technological innovation and analytical models of drivers of consumer spending

─ Trend report offering a regular focus on topical subjects (PFM, digital wallet, Alibaba and the 40 services, mobile payment, gamification, etc.)

─ The key reports “Commerce Reloaded” and “Innovate service-centric” in digital version

Expert guidance:

─ 2 complementary access to both Service-Centric and Commerce Reloaded launch conferences

─ Dedicated innovation hotline: experts answer the partner's questions by e-mail or telephone.

“Intelligence platform” offers

2/ The Club by Echangeur Premium

access 24/7 to the best in

innovation!

Your benefits : Complete 5-star empowerment to:

● Acquire more expertise in interpreting new tech and its impact on one's business

● Rapidly access the best of innovation

● Innovate wisely with expert guidance and advice

● Share and mobilize one's company with a common framework

● Network with key players in innovation.

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Commerce Reloaded An annual benchmark interpreting the impact of technological innovations to stay one step ahead on developments in business :

The “Commerce Reloaded” report : a consolidation of trends and best practices interpreted by experts, drawing on the high points covered by Echangeur: Store Tours New York, Retail’s Big Show (New York), CES (Las Vegas), Web Summit (Dublin)…

Best of techno : the book of ground-breaking start-ups, presented at the “Retail’s Big Show”

2 hours of conferences - duplicable in private format

“Intelligence platform” offers

3/ Big annual events

Innovate Service Centric Every year, at a benchmark event, benefit from practical and strategic keys to exploit a customer approach driven by services

The « Innovate Service Centric » Report: a wrap-up of the latest trends and innovations in services and growth drivers.

A handbook presenting the 12 strategic customer targets and the 7 drivers of consumer spending.

2 hours of conferences - duplicable in private format

FEBRUARY

OCTOBER

1. Access to the 2 hours conferences for report purchasers only

Anticipate the

movement !

Your benefits ● Share knowledge and mobilize the company

thanks to a common and easily accessible framework

● In just 2 hours, learn all about the new tech innovations or Services that have impacted Retail over the past year

● Understand the new ecosystems under the impact of digital innovation (Commerce Reloaded)

● Understand the new business models associated with customer-centric services (Service Centric)

● Assimilate best practices for integrating technologies into Retail or the best service practices that help reinvent the customer relationship

● Seize technologies and identify the start-ups that matter and have an analytical model of established consumer patterns illustrated by case studies

● Consolidate this learning with hindsight and share it internally (report, executive summary, best of technos, seminars, conferences)

● Clarify decisions to enhance one's Strategy on customer approach and innovations

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Dynamic and participative talks on developments in Retail

and new consumer patterns, to guide innovation in companies

An interpretation covering all aspects of new technologies, services or consumer patterns, divided into 19 key topics:

Dynamic immersive guidance with activities and concrete visual aids to drive home the messages

2 to 3 hours of seminar led by an Echangeur expert, organized in Echangeur's Paris showroom or in your company, in French or English

Adapted in conference format from 20 min. to one hour at partners' conventions and external speeches

Annual big events customised into privaite seminars 1 Commerce Reloaded

2 Service-centric

Zooms on their specific themes (keynotes)

… on connected commerce

3 Conversationnal Commerce , the new eldorado

4 Analytics in the heart of the shop

5 Paiement abandonned child of the marketing

6 Virtual commerce

7 Responsive retail

8 Amazon business case

9 Alibaba business case

10 Tencent business case

11 Alphabet (google) business case

12 Solutionnism

… on the advent of service-centric

consumption

13 New consuming trends

14 Impact of the collaborative economy

15 Loyalty programmes, the new customer relationship

16 French drivers of consumer spending and lifestyles

17 Profiles and expectations of the connected customer

18 Retail reinvents itself through services

19 Omnichannel reinvents the customer journey

“Dedicated empowerment” offers

4/ Seminars & Keynotes Understand and share to

innovate wisely

Your benefits : ● Better understand the challenges of

Retail, services and customer behaviour

● Have a 360° vision of technological upheavals and new consumer patterns

● Be guided in one's strategy and one's shift to digital and services

● Galvanize one's teams around a common message

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Scripted immersive tour of an area demonstrating the new technologies that will impact on the customer experience

Permanent showroom dedicated to innovation in Retail with the latest digital technologies constantly on show and regularly renewed : connected furniture and display cases, digital screens and tables, customer tracking, new means of payment, mPOS, digital promotions, Big Data, augmented reality, robots, connected objects, Shopper…

Mobile showroom to enhance your local international events and bring technology to you, when you can’t benefit from the permanent one. Share technologies and Shopper insights with your collaborators and accounts.

Demonstrations, activities and discussions on the last technological developments dedicated to new customer experiences

A 1 hour tour with commentary by an Echangeur expert in the permanent showroom. On demand around the mobile platform.

“Dedicated empowerment” offers

5/ Showroom guided Tour – Mobile Showroom

Your benefits : ● Make the experience of new technologies accessible and tangible

for all professionals: Executive committee, front-line staff, employee representatives …

● Buy into innovation through user-centric demonstrations and scenarios to apply it more easily to one's customer experience

● Be more agile, by sharing with one's staff and mobilizing one's company in a place dedicated to “new tech” creativity

● Enjoy an extraordinary experience in a place as attractive as it is disruptive

● Access a selection of new tech start-ups without bias (no commercial deal, just a selection of the best in innovation, in exchange for a quality audience)

Enjoy the experience of

new connected customer’s

paths to purchase

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“Dedicated empowerment” offers

6/ Learning Expeditions

Immersive study trip in the major metropolises, New York, London, Barcelona, Paris… where the innovations and ecosystems of tomorrow can be observed live !

Study trip1 made to measure, organized according to the partners' directions of change

The programme:

─ Targeted conference

─ Tour of a selection of innovative retail outlets in terms of technology or customer services

─ Welcomed by the managers of the retail outlets

─ Meeting with managers of leading start-ups

─ Visits to the headquarters of companies making the news in Retail or in the world of the pure players

One month after the study trip, provision of documentation to consolidate knowledge acquired during the trip

1 Echangeur only organizes the programme of Retail visits. Transport, meal and accommodation arrangements are excluded.

Your benefits : ● Personalized guidance in the world of innovative Retail,

specially designed to meet your development needs

● Getting down to fundamentals with a programme of targeted visits and the interpretation of Echangeur experts

● Be received by store managers who explain their concept and share their experience

● Opening your mind with a strategic international outlook

Experience the Retail

of tomorrow !

NEW YORK LONDON PARIS

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Creative work sessions enabling the partner to invent new business models tailored to its needs

Inventing new targeted services, creating added value for the partner, through a creative focus group in immersion with Echangeur experts.

Exclusive methodology, structured in 3 stages:

─ Circumscribe the consumer environment: factor in the key trends and breakthroughs that influence the partner's customers through Echangeur's insights. Clarify the impacts on strategic targets by drawing on the knowledge and analytical models from the “Echangeur Access Panel”

─ Immerse oneself in the reality of customers: map out their path to purchase by drawing on actual experiences in the partner's retail outlets, but also in other retail chains

─ Write the screenplay for tomorrow: create a new path to purchase by including innovative services and technologies that optimize the customer relationship

Access the show-room and/or meet innovative start-ups, to facilitate the operational implementation of the project.

“Dedicated empowerment” offers

7/ Workshops

Your benefits : ● Benefit from an exclusive and tried-and-

tested methodology to develop new innovative services.

● Be accompanied and guided by experts, in a pragmatic and immersive approach to innovation

● Develop an innovative project to optimize one's customer relations

Constructing together

the services of tomorrow

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Our “Access Panel” intelligence platform offers

8/ Specific Studies

Strategic customized diagnosis to understand European customer behaviours

A strategic study report: Analysis enriched with recommendations personalized by the director of studies, to offer to your preferred targets

A 2-hour debriefing Presentation of the results of the data analysis by the Director of Studies

Examples of possible studies:

Portfolio diagnosis Key targets

● Analysis of the budgetary dynamic and consumption of your customers. Put into perspective with the French and the customers in your sector.

● Sector-based diagnosis ─ Penetration and frequency ─ Sociodemographic profile of

retailers in the sector

● Affinity of retailers ─ Social mix competition ─ Online and offline store

attendance

● Analytical model ─ Lifestyles ─ Drivers of consumer spending ─ Digital engagement ─ Card-holders ─ Money management…

Identification of key targets according to your challenges and analysis of potential levers

Customer mapping based on activity indicators: budgetary potential, degree of captivity, partiality for services…

Analysis of key targets based on behavioural and aspirational criteria. Use of Echangeur's analytical models

Understand the customer

usage !

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How to help brands and Retail industry to understand their Customer usage? L’Echangeur owns more that 15 years of records. Access Panel, is a unique metascope on european customer behaviour with a specific focus on the Italian and the French market…. more countries to come.

The Survey :

Done every 2 years but used continuously by Echangeur’s experts Covering :

─ 10.500 households and 10.500 individuals France

(Based on TNS Sofres Metascope - postal mailing)

─ 2.000 individuals Italy (digital process)

─ Comprising 60.000 variables

The Barometer (from the survey) :

A unique barometer offering a 360 ° view of the Shoppers linked with brands and stores

─ Budget decisions

─ one and off line store visits

─ Usage and satisfaction with loyalty programs( card and programs)

─ Expectations and new consumption practices, collaborative, renting, drive , internet ...

Our “Access Panel” intelligence platform offers

Access Panel, the Shopper meta database

Your Benefits : A fine view of customer behavior

● Sector of activity analysis and stores/brands frequency to sharpen your strategies

● Operational grids to target your marketing actions.

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INFORMATION :

Nicolas Rousseau

Chief of Business Development Officer

+33 6 30 92 94 95

nrousseau@echangeur.fr

ECHANGEUR by BNP Paribas Personal Finance

141-143 rue Anatole France

92300 LEVALLOIS-PERRET

France

@echangeur

echangeur by bnpparibas personal finance