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1 © 2015 SAP SE or an SAP affiliate company. All rights reserved. NRF BIG SHOW 2016 RETAIL. DIGITAL. INFINITE OPPORTUNITY. JANUARY 17 20, 2016 | NEW YORK CITY

Revolutionize the Retail Customer Experience with SAP Solutions

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Page 1: Revolutionize the Retail Customer Experience with SAP Solutions

1© 2015 SAP SE or an SAP affiliate company. All rights reserved.

NRF BIG SHOW 2016R E TA I L . D I G I TA L . I N F I N I T E O P P O RT U N I T Y.

JANUARY 17–20 , 2016 | NEW YO RK CIT Y

Page 2: Revolutionize the Retail Customer Experience with SAP Solutions

Revolutionize Your Customer

Experience with SAP Solutions

Page 3: Revolutionize the Retail Customer Experience with SAP Solutions

©2016 SAP SE or an SAP affiliate company. All rights reserved. 3

Connected consumers are in control

The shopping journey is complex

Each customer scripts their own journey

Customers expect a consistent, personalized, contextual experience at every touch point

Customers share their experiences freely and are heavily influenced by other members

Page 4: Revolutionize the Retail Customer Experience with SAP Solutions

©2016 SAP SE or an SAP affiliate company. All rights reserved. 4

Retailers are not keeping up with consumer expectationsC

us

tom

er

Inti

ma

cy a

nd

En

gag

em

en

t

Omni-Channel

“Inform Me”

“I can find information

on products via multiple

channels.”

Omni-Commerce

“Make Buying Easy”

“I can choose where

and how I buy.”

Omni-Customer

“Know Me, Advise Me,

and Let Me Choose”

“My retailer knows my

preferences, provides

valuable advice, and lets me

tailor my entire shopping

and delivery experience.”

Customer ExpectationsRetail Reality

85%Are Omni-Channel

7%Are Omni-Customer

8%Are Omni-Commerce

Source: SAP Performance Benchmarking – Outside-In Analysis of Food and Drug Retailers in 2013 NRF Top 250 Global Retailers List

Page 5: Revolutionize the Retail Customer Experience with SAP Solutions

©2016 SAP SE or an SAP affiliate company. All rights reserved. 5

Delivering on consumer expectations requires aligning organization and technology

Member at the center of decision making

Aligned merchandising, marketing, and supply chain

One view of member and demand

Integrated systems

Real-time inventory visibility and optimization

Consistent brand experience across touch points

Product-centric

Organizational silos

Scattered and inconsistent data

Point solutions

Inventory segregated by channel

Siloed channel operations

Merchandising Merchandising

Merchandising

Supply Chain Supply Chain

Supply Chain

Stores

Customer

Touch

Points

Marketing MarketingMarketing

eCom

Mobile

Channels

Page 6: Revolutionize the Retail Customer Experience with SAP Solutions

©2016 SAP SE or an SAP affiliate company. All rights reserved. 6

But complexity built over decades is holding you back

Proliferation of point solutions

Redundant data and infrastructure

Lack of insight for decision making

Poor end-user and consumer experience

Current Situation SAP Goal

40% executives worry that their organizations will not keep pace

with technology change and lose their competitive edge.McKinsey study, 2013

Radical simplification is needed to unlock budgets for business innovation

Page 7: Revolutionize the Retail Customer Experience with SAP Solutions

7© 2015 SAP SE or an SAP affiliate company. All rights reserved.

Digital Core

Digital Economy

Digital Enterprise

The Digital Era

Page 8: Revolutionize the Retail Customer Experience with SAP Solutions

8© 2015 SAP SE or an SAP affiliate company. All rights reserved.

SAP HANA Platform

Digital Core

CustomerExperience

Omni-Channel

WorkforceEngagement

Assetsand Internet

of Things

SupplierCollaboration

Business Networks

A New Way of Thinking

Page 9: Revolutionize the Retail Customer Experience with SAP Solutions

©2016 SAP SE or an SAP affiliate company. All rights reserved. 9

Retail’s Digital Core – Reimagined by SAP

Powered by SAP HANA

Core Merchandising and Finance

Sourcing, Buying,

and Private Label

Omni-Commerce Customer Experience

Supply

Chain

Real-Time Customer and Business Insight

Marketing and

Merchandise Planning

Master Data

Page 10: Revolutionize the Retail Customer Experience with SAP Solutions

10© 2015 SAP SE or an SAP affiliate company. All rights reserved.

SAP HANA Platform

Digital Core

CustomerExperience

Omni-Channel

WorkforceEngagement

Assetsand Internet

of Things

SupplierCollaboration

Business Networks

Reimagine Business

Customer-Driven

Assortments

Create New

Business Networks

Respond to Dynamic

Consumer Demand in

Real Time

Introduce New

Business Models

Page 11: Revolutionize the Retail Customer Experience with SAP Solutions

©2016 SAP SE or an SAP affiliate company. All rights reserved. 11

Reimagine a consumer-grade user experience

Page 12: Revolutionize the Retail Customer Experience with SAP Solutions

©2016 SAP SE or an SAP affiliate company. All rights reserved. 12

Reimagine customer engagement and commerce

Integrated Market-Leading Retail Functionality on

Platform

Deliver Leading Real-Time Retail

Platform

Drive Efficiencies and New Revenue Models

via Business Networks

Simplify IT Landscape and Business Processes to Unlock Business Innovation

ApplicationsNetworkPlatform

Contextual and personal experience across all touch points throughout the customer journey

Page 13: Revolutionize the Retail Customer Experience with SAP Solutions

©2016 SAP SE or an SAP affiliate company. All rights reserved. 13

SAP is proven in the retail industry

Finance

HR

Customer-centric

marketing and

merchandising

Sourcing, buying, and

private labelSupply chain

Omni-commerce customer

experience

Page 14: Revolutionize the Retail Customer Experience with SAP Solutions

©2015 SAP SE or an SAP affiliate company. All rights reserved. 14Internal

Heather Armstrong

Retail Strategic Business Architect

SAP Retail

+1 (770) 309-6733

[email protected]

@hrnarmstrong

www.sap.com/retail

Kara Lutley

Senior Solution Engineer, Analytics

SAP Retail

+1(480)285-8015

[email protected]

@karalutleySAP

www.sap.com

For more information, join a

booth tour now or request

follow-up information from SAP.

See me after this presentation.

Page 15: Revolutionize the Retail Customer Experience with SAP Solutions

15© 2015 SAP SE or an SAP affiliate company. All rights reserved.

NRF BIG SHOW 2016R E TA I L . D I G I TA L . I N F I N I T E O P P O RT U N I T Y.

JANUARY 17–20 , 2016 | NEW YO RK CIT Y