Financial Services:

Digitizing New On & Off-

line Customer Journeys

An Unparalleled & Unprecedented

Transformation

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Laurent de Teneuille, E&Y Alumni, Head of retail innovation - Global Sales & Marketing Division, BNP Paribas Personal Finance https://fr.linkedin.com/in/laurentdeteneuille

MARDI 23 JUIN 2015

“Shoppers today ping-pong from physical stores to laptops to smartphones, and a purchase can come via any of these avenues at any time.

As the lines blur between in-store and digital shopping, retailers believe they must win over these shoppers if they are to thrive in a fast-changing retail landscape”

The WashingtonPost

#1 CONTEXT

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ATAWAD

ROPO

Web to store

Click & collect

Connected client

In-store experience

Phygital Showrooming

CUSTOMERS HAVE CHANGED …

Demanding

Empowered Informed

Mobile Real time

Social

… AND THEIR SHOPPING BEHAVIORS TOO

3 h 51%

Time

spent

Daily on the

Smartphone

Penetration rate

of Smartphones

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An Unparalleled & Unprecedented New User Experiences Transformation

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IN 2014, THE MOBILE HAS REVOLUTIONIZED THE CUSTOMER EXPERIENCE AND EXPECTATIONS MOBILE HAS BECOME THE CATALYZER BETWEEN THE DIGITAL AND PHYSICAL WORLD

This indicates the end of silo opposition from e-commerce channels & physical store, with more and more hybrid purchasing process. These paths combine physical outlets, Internet use, and use of mobile/smartphone; before, during and after the purchase.

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NOWADAYS, DURING THEIR BUYING JOURNEY, CONSUMERS BLUR THE BOUNDARIES BETWEEN E-COMMERCE AND STORE

This reveals a strong distortion of the traditional business models before (search, choice) and after purchase (reflect). The challenge is on the whole buying journey.

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Digitalizing 17 stores has transformed the business model of JUMP stores

“Novo” by BANK AUDI Mini interactive branches within malls

DARTY “button” to get in touch instantly, 24/7, with one of the 750 Darty advisors

LECLERC DRIVE, a click to store accessible from any device (4th French app)

AMAZON DASH SCANNER: when you do your grocery shopping directly from your… fridge

LEROY MERLIN “FABLAB”: DIY lessons for customers

FLASHIZ Easy payment via smartphone

REBECCA MINKOFF: in-store digital interfaces to personalize clothes

MY LOWE’S BY LOWE’S: every salesperson has access to the customer profile, including purchasing history

“MY SEPHORA” app to have access to the customer’s profile, and dedicated apps to help choose make up shade

BURBERRY “CUSTOMER 360”: Customers’ profile at every employee’s disposal

RETAILER WORLD HAS CHANGED TOO RETAILERS ADJUST AS LINES BETWEEN IN-STORE AND DIGITAL SHOPPING BLUR

#2

Financial

Services

Stakes

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Traffic in store Offers to attract the customer in store,… …whatever the customer path (agnostic channel)

Repeat business Services and solutions to bring the customer back

Keep the client in his business eco system Add new models to keep the client in his eco system

AS A PARTNER, OUR ROLE IS TO INCREASE THE RETAILER PERFORMANCE IN A MORE COMPETITIVE WORLD

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HOW TO DIGITIZE OUR RELATIONSHIP WITH RETAILERS-PARTNERS : FROM WHERE OUR CUSTOMERS COME

Connected store

Connected sales force

Embedded services

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Laurent de Teneuille, E&Y Alumni, Head of retail innovation - Global Sales & Marketing Division, BNP Paribas Personal Finance https://fr.linkedin.com/in/laurentdeteneuille

Thank you

for your

attention