Customer Experience by Cirque du Soleil

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Customer experience by Cirque du Soleil


Redefining Customer Engagement with ‘Digital First’

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

Quarterly topics

Emergence of India’s Cloud Economy: Reimagining Business Models

Cloud Economy as a base for Digital India

Re-imagined EngagementE Commerce* E Governance

Large EnterprisesIndia's top 500 companies contribute roughly about 20% to India's GDP. Cloud Technologies are supporting

them by• Cost reductions in scaling &

managing subsidiaries• Streamlined, cross-company

processes• Improved financial control and

governance• Faster and better decision-making

Digital India

MSMEs• India has about 46 million

MSME, contributing to 8% of India's GDP.

• As per BCG report, if more SMEs in India adopted the latest IT tools there is potential for SME revenue to grow by $56 billion & create 1.1 mill new jobs

• Cloud based Capex-light, pay-as-you-go IT services can boostMSME sector and contribute to their growth

Smart Citizens**

Financial Institutions • By 2020, $500 Billion worth of

tranactions will happen digitally in India

• Cashless economy ensures universal digital banking to all &

• efficiency of welfare programme • Moody’s report pegged the

impact of electronic transactions to 0.8% increase in GDP for emerging markets and 0.3% increase for developed markets because of increased velocity of money

Government & Citizen Services

• UID Project: Worlds largest biometric identify project linking 1.2 billion citizens

• To increase digital connectivity and make governance transparent, Digital India initiative has launched more then 12 mega projects boosting e governance and citizen services.

Confidential * Indian e-commerce market is set to overtake the US and become the second largest in the world in less than two decades** India is now the second largest smartphone market in terms of active unique smart phone users with its user base crossing 220 million users

1 Billion + Mobile phone connection in India | Internet users to double to 730 million by 2020

4© 2015 SAP SE or an SAP affiliate company. All rights reserved.

Consolidation

Growth PotentialConsolidation by top 4 players in 2014 has led to stabilization of the business and expansion plans are targeted towards Tier 2 cities

Total Multiplex screens in India is about 2200 ( US it is 40k + , China around 20k. Potential in India is about 10k Multiplex Screens

1. 1000 + movies released in India alone 2. 4 billion theater tickets sold annually3. Only 9 screens per million citizens

Content

Key Issue : Transaction versus Relationship

Multiplex: Business Landscape

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

+ _

India has one of the highest theater Occupancy rate

Low level of screen penetration Very low Average Ticket Price ( around Rs. 170)

India multiplex screens is growing at a CAGR of 13.5 per cent during 2009 to 2016Growth is complemented by rise in per capita income, increasing discretionary spends and changing consumer preferences

Steady increase in share of non ticket revenue

Limited scope of customer engagement as 1. Majority of ticket sales is in physical form at Box Office2. Online engagement has huge reliance on third party


Increasing ‘Average Spent Per Person’ at the movie theatre through F&B

Increasing Theatre Occupancy Rate

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

Leveraging ‘Digital First’ Approach To Impact Business By@ Increasing the Share of Digital Bookings


‘Digital First’ Approach for Omni Business Model

Community Build up & Engagement to Build Loyalty & Reference

New L

OBInc

reasin

g AT

POn

line Bu

siness

@ We

b

Web Portal Engagement to Save Commission & Customer Ownership

Better Engagement of Customers throughProactive Engagement Boosting Online Sales

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

Increase ATP Through F&B

Driving Online Business Through Web Portal

Community Build Up& Engagement

Boosting Sales Through New Line of Business

Customer Engagement Driving Proactive Online Sales through Web Portal

Effective Segmentation & Analytics to Monetize Customer Data

Increasing F&B Spent through effective promotion

Opening New Line of Business through Online Sale of Merchandise

POSTREVIEW

JOINGROUPS

TRACKORDER

RECEIVEPACKAGE

MISSINGITEM

SETUPPHONE

BILLINGISSUE

MAKEPAYMENT

PHONEDAMAGE

TERMINATESERVICE

NETWORKISSUE

CHANGEADDRESS

DISCOVERNEED

RESEARCH

RECEIVEQUOTE

TRACKORDER

RESTARTSERVICE

SHOP &BUY

ORDERBUY

RECEIVECAR, etc.

MISSINGACCESSORY

PART

POSTREVIEW

USE CAR, PART,

SERVICE

(UN-)PLANNEDSERVICE

ENGAGE INCOMMUNITY

COMPLAINT

WARRANTY CLAIM

JOINCOMMUNITY

CAR

MANAGEDRIVERDATA

SELLUSED CAR

PRINT PRINT

DIGITAL ADS/SEARCH

SOCIAL

TV / RadioDEALER

WEB SHOP(Parts, Accessories,Services, Cars)

CONFIGURATIONREVIEWSPrint, Digital

CONTACTCENTER

WEBSHOP

EMAIL

SOCIAL

PARTS, SERVICES, CAR DEALERWEBSHOP

CONTACTCENTER

CONTACTCENTER

DEALER

USED CAR COMMERCE

CONTACTCENTER

SOCIAL

WORD OFMOUTH

TEST DRIVE

?

SUPPORTPORTAL

?

USE

PARTS, SERVICES, CAR DEALERLOYALTY PROGRAM

Parts, Services, Car DEALER

BRANDED OWNERCOMMUNITY

?

VEHICLE ANALTYTICS

CAR TELEMATICSSERVICE

WORD OFMOUTH

WORD OFMOUTH

INSURANCEFINANCING LEASING

FACTORY DELIVERY

EMERGENCYSERVICE

CAR CONFIGURATION

WEB

LIFE EVENTS

DEALER

POLICIES, LAWS

OLD CAR

CAR SHARINGCAR RENTAL

SURVEY

SURVEY

WORD OFMOUTH

ACCESS-ORIZATION

MOBILITY SERVICESCAR SHARINGRENTAL

AWARENESS

ACTIONACTION

DECISION

CONSIDERATION

ADVOCACY

Managing ‘Customer Engagement Journey’

Other, 54.4

SFDC, 19.7

SAP, 10.2

Oracle, 7.8

Microsoft, 4.3Adobe, 3.6

2015 CRM Global Market share* SAP, 15

Oracle , 13

IBM , 6

Shopify, 5Demandware , 5

OTC, 5Pitney Bowes, 4Digital River, 4Magento, 3

Constellation , 3

Others, 37

2015 e Commerce Applications Market Share**

Worldwide e Commerce Applications Market to reach $4.5 billion by 2020, compared with $3.7 billion in 2015 at a compound annual growth rate of 4.1%.

Source – * Gartner ** Source: Apps Run The World, June 2016

‘State of the Market’ for Front Office – Globally

Source – * Gartner ** Source: Apps Run The World, June 2016

2015 CRM Global Market share* 2015 e Commerce Applications Market Share**


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Customer Experience by Cirque du Soleil