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©2015
OMNICHANNEL
PATRICK FLANAGANVP, DIGITAL MARKETING@narpole
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©2015
mobile.icsc.org
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©2015
FROM MULTI TO CROSS TO OMNI
SOURCE: NRF, “Mobile Retail Initiative”
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©2015
OMNI AT IT’S CORE IS ALL ABOUT ORDER & FULLFILL FROM ANYWHERE
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©2015
MULTI PATH TO PURCHASE IS THE NORM
SOURCE: Telco 2.0 Research
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©2015
IF YOU OFFER IT, IT WILL BE USED
SOURCE: iQmetrix
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©2015
KEY PARTS OF A RETAILER OMNI STRATEGY
SOURCE: RSR, Omni-Channel; The Long Road To Adoption
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©2015
KEY ENABLERS OF OMNI-COMMERCE
SOURCE: Capgemini Consulting
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©2015
ENABLEMENT OF OMNI CHANNEL
SOURCE: ARC Advisory Group and DC Velocity
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©2015
FULLFILLMENT CHANNELS ARE MULTIPLYING AS RETAILERS CATCH ON
SOURCE: Retail Systems Research, Retail Supply Chain Strategy: The Next Big Thing
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©2015
WHY CARE? OMNI = $
SOURCE: Deloitte
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©2015
MORE CHANNELS = MORE SPEND
SOURCE: IDC Retail Insights, Satisfying the Omni-channel Consumers Whenever and Wherever They Shop
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©2015
OMNI DRIVES MANY KPI’S UP
SOURCE: ARC Advisory Group and DC Velocity
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©2015
OMNI CHANNEL SHOPPER ARE BEST
SOURCE: RSR Research
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©2015
IT’S TRUE IN THE EU AS WELL
SOURCE: Accenture European eCommerce Survey
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©2015
STORES STILL ARE KING IN OMNI SHOPPING
SOURCE: eBay Enterprise, Omni-channel Insights & US Census Total Retail Sales 2014
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©2015
WHICH IS DRIVING THE E2B REVOLUTION(eCOMMERCE – TO – BRICK)
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©2015
STORES ARE TRYING TO KEEP UP
SOURCE: Deloitte, Store 3.0
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©2015
AND NEED TO EVOLVE EVEN MORE
SOURCE: iQmetrix, Designing The Next Generation Retail Places
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©2015
BUT STORES AREN’T KEEPING UP
SOURCE: Customer Desires vs. Retailer Capabilities: Minding the Omni-Channel
Commerce Gap – Forrester Research on behalf of Accenture & hybris software
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©2015
MIX & MATCH SHIPPING OPTIONS
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©2015
KEY FULLFILLMENT TRENDS
Inventory Look In-Store Ship From Store Pickup In Store Vendor Drop Ship
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©2015
OMNIEXAMPLES
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©2015
AT HOME OR IN-STORE REGISTERY: ex. CRATE & BARREL
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©2015
VIRTUAL REGISTRIES: ex. JIFITI
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©2015
ONLINE-TO-OFFLINE INV: ex. OASIS
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©2015
IN-STORE KIOSKS: ex. Sephora
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©2015
IN-STORE PERSONALIZATION: ex. SELFRIDGES
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©2015
IN-STORE PERSONALIZATION: ex. NEW BALANCE
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©2015
IN-STORE ASSOCAITE APPS: ex. TULIP RETAIL
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©2015
SHOPABLE STORE FRONTS: ex. KATE SPADE SATURDAY
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©2015
RFID + INTERACTIVE SCREENS: ex. BURBERRY - 121 REGENT ST.
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©2015
SMART MIRRIOR: ex. ALEXENDER MCQUEEN
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©2015
MOBILE APP AR – ex. TIFFANY & CO.
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©2015
IN-STORE ENDLESS AISLE – ex. SAXX
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©2015
IN-STORE AR – ex. TOPSHOP
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©2015
BOGO: ex 1. CURBSIDE
• YYY
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©2015
BOGO: ex 2. COLLECT+
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©2015
SAME DAY DELIVERY: ex. DELIV
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©2015
SINGLE POINT OF COLLECT, SHIP & RETURN – ex.DOODLE
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©2015
IN-STORE DRESSING ROOM DELIVERY –ex. HOINTER
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©2015
CHECK IN-STORE INVENTORY FROM THE STORE: ex. 1 BLOOMINGDALES
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©2015
INTERACTIVE FITTING ROOMS: ex. REBECCA MINKOFF
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©2015
RESERVE FROM HOME: ex. BANANA REPUBLIC & GAP
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©2015
ORDER FROM HOME: ex. TARGET
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©2015
ORDER AHEAD: ex. SQUARE
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©2015
INSTORE + ONLINE POS: ex. SHOPIFY
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©2015
IN-STORE EXPERIENCE: ex. URBAN OUTFITTERS
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©2015
IN-STORE EXPERIENCE: ex. IKEA
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©2015
IN-STORE TRIAL: ex. GU JAPAN
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©2015
IN-MALL STORE INVENTORY SEARCH: ex. DigitasLBi
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©2015
STORE TO PHONE: ex. HOUSE OF FRAISER
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©2015
IN-STORE MESSAGING: ex. SWIRL
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©2015
QUESTIONS?COMMENTS?
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©2015
COMPLETE YOUR SHOW EXPERIENCEMORE THAN 30 SESSIONS CAPTURED LIVE DURING RECON!
• Recording Package $150 usd
• Extend Your Own Education
• Share Sessions with Colleagues
• Compatible with Mobile Devices
icsc.sclivelearningcenter.com
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©2015
Course Evaluation
Please Complete Your Evaluation Now.
1. Take Out Your Smartphone or Tablet
2. Go to survey.icsc.org/2015RECON
3. Select this course:
Omni-Channel Presence and Personalization