1. Digital and Physical are colliding to change the retail
experience TECHNOLOGIES INFLUENCING CUSTOMER EXPERIENCE
2. Remember when retail of the future seemed an unobtainable
dream?
3. BURBERRY WORLD LIVE
4. Live catwalk shows filmed and beamed instantly to store
5. Bringing the catwalk directly into stores and simultaneously
on customers mobile devices
6. Large screens magically turn into mirrors
7. A digital app engages with customers by recognising
pre-programmed information
8. Within beauty areas, multi- functional screens show moving
content or changing imagery
9. Digitally-enhanced interactive windows welcome shoppers with
style tips based on their current outfit
10. 3M+ Facebook fans are selected and invited to fashion shows
and special events in store
11. Constant customer engagement via social channels
12. RFID continues to be a trend, used to track and release
information
13. Your customised Trench ultimate personalisation
14. Brands Merging Digital with Physical CREYATE (Ambience
Mall)
15. Brands Merging Digital with Physical
16. Brands Merging Digital with Physical
17. MOBILE PHONE PENETRATION
18. The connected consumer
19. The Internet of Things (IoT) is a scenario in which
objects, animals or people are provided with unique identifiers and
the ability to transfer data over a network without requiring
human-to-human or human-to-computer interaction.
20. INTERNET OF THINGS, INTERNET OF EVERYTHING AND RETAIL
Source: Research from Zebra Technologies 67% of retail decision
makers have already implemented and IoT strategy 26% plan to roll
one out by the end of this year
21. Value the customer as a person and make them feel special
Source: Google Images
22. Access to personalized goods Source: Google Images
23. Treat as VIP Give access to real exclusivity and early
release items Source: Google Images
24. Respect and value your customer Say Thank You and mean it
Source: Google Images
25. THE CONSUMER JOURNEY AWARENESS EVALUATION PURCHASE USAGE
REPURCHASE ADVOCACY DIRECT MAIL PR PRINT/TV SOCIAL E-MAIL E-BOOK
WEBSITE WEBINAR BLOG SOCIAL SEO E-COMMERCE IN-STORE CATALOG APP
SALES SMS E-MAIL COMMUNITY SOCIAL FAQ E-MAIL DIRECT MAIL WEBSITE
SALES COUPON E-MAIL REVIEWS COMMUNITY SOCIAL EVENT Connecting the
dots of his journey.You need to look at your customer & the
touchpoints & look at retail holistically.
26. Why & Why Now DIGITAL TRANSFORMATION
27. why does it matter NOW? What makes digital transformation
so important NOW? Social business connections alone are not enough.
. Brands are out of touch with digital consumer behaviours. Digital
transformation puts people at the Centre.
28. 1 VISION & LEADERSHIP THE 3 KEY ELEMENTS What makes
digital transformation so important NOW? 2 THE DIGITAL CUSTOMER
EXPERIENCE 3 TRANSFORMATION TEAM
29. KEy elements3 Key Elements for Digital Transformation
Vision & Leadership Digital Customer Experience Digital Trans-
formation Team
30. KEy elements3 Key Elements for Digital Transformation Where
are you? Vision & Leadership Digital Customer Experience
Digital Trans- formation Team
31. DIGITAL TRANSFORMATION KEY QUESTIONS Digital Customer
Experience Vision & Leadership Digital Transformation Team WHO
DRIVES YOUR CHANGE PROGRAM? WHERE DO YOU WANT TO TAKE THE BRAND?
WHAT DOES YOUR DCX LOOK LIKE?
32. THANK YOU For questions or suggestions: Santhosh Sagar
Reddy [email protected]