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Big Breakfast
MCA Sydney : 25 February 2015
Richard Umbers Chief Information and Supply Chain
Officer Myer
Image: Wayne by Wayne Cooper (Myer Exclusive Brand)
“Once a technology rolls over
you, if you are not part of the
steamroller you are part of the
road”
Stewart Brand, Futurist and
Environmentalist
Page 2
• Omni-channel (of course)
• Innovation
• Customer Experience
Retail fighting back? - Themes from New York
NRF – Big Box Retail Show New York – Jan
“People will forget what you said, they will forget what you did, but people will never forget how you made them feel”
Maya Angelou, Author
Page 4
• Individual Capability
• The right Culture and Values
• Process
Innovation requires:
and Leadership -
Source: Gary Hamel
“There is no book to read, so
we have to work it out for
ourselves”
Andy Street, CEO John Lewis
Page 6
Page 7
• We will achieve roughly $80mil in FY15
• We will be roughly 2.67% of total sales
Where does innovation take us?
To new retail? Image: Cozi by Jennifer Hawkins Myer Spring/Summer 2015 Fashion Launch
• Tech led, Tech enabled
• Customer Centric
• Borderless
• Beyond Channel
What is New Retail
New RetailImage: Cozi by Jennifer HawkinsMyer Spring/Summer 2015 Fashion Launch
Source: National online Retail Assn.
“I love hi-tech, but what I love
more is an experience that is
so simple that the technology
disappears”
Mike McCue, Developer of Flipboard
Page 8
• Data and Insight Driven
• Relationship and dialogue based
• Personalised
• Customer Satisfaction is not enough – Recommendation (NPS) – Customer emotion
Customer Centric
New Retail
• Unconstrained by geography
Borderless
New Retail
• Multi-channel supply chain
• From anywhere to anywhere • Single item b2b2c • Reverse logistics and returns
• Inter-operable master data – get joined up
• Customer data • Product data
• Technology infrastructure
Beyond Channel
New Retail
“Pretty front ends … are
useless without backend
technology and supply chain
excellence”
Paul Coby IT Director John Lewis
Page 12
14
Is this the new normal?
Thank You
MCA Sydney : 25 February 2015
Richard Umbers Chief Information and Supply Chain
Officer Myer [email protected]
Image: Wayne by Wayne Cooper (Myer Exclusive Brand)
Page 14
