sap customer experience responding to the next wave of ...€¦ · sap customer experience...

SAP Customer ExperienceResponding to the next wave of retail disruptionBen Apers, Account Executive SAP Customer Experience

“CUSTOMER CENTRICITY IS A CULTURE OF PUTTING THE CUSTOMER AT THE CENTER OF EVERYTHING YOU DO.”Brian Solis – digital analyst, anthropologist, and futurist

THE NOW.Strategic Drivers

NOW ECONOMY

Your Customers Make the Rules.

MOBILE.EXPERIENCE ANYWHERE

CUSTOMER GRAPH

@

7INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ

PERSONALIZATIONTRANSPARENCY

PRIVACYTRUST

DIGITAL AND PHYSICAL

CONVERGENCE

EMPOWERINGPEOPLE

THE MARKETPLACE EFFECT

$9 B

$23 B

$136 B

VALUE SHIFT

BUSINESS MODELS, VALUE

CHAIN INNOVATION

DISRUPTION AHEAD.

VOICEYour Customer’s new best friend?

IoTWhen everything

is smart and connected

AR/VRThe next frontier of experiential

retail

BLOCKCHAINMore than meets

the eyes.

DIGITAL IS CHANGING EVERYTHING.

Customers

Competition

The way of doing business

LEADERS ARE EMERGING FROM NOWHERE90% of CEOs believe the digital economy will impact their industry, but less than 15% are executing on a digital strategy**

EARLY ADOPTERS ARE WINNING Early adopters are achieving 9%+ revenue creation, 26+ impact to profitability, and 12%+ market valuation**

INDUSTRY BOUNDARIES ARE BLURRINGEvery company is expanding beyond traditional industry boundaries and also becoming a technology company

IN SUMMARY,THE FUTURE REQUIRES A CUSTOMER

EXPERIENCE FIRSTAPPROACH


Aligned with Retail digital transformation priorities

Priority 1: Customer centricityPutting the customers’ point of view at the center of every decision

Priority 2: Service to the segment of one Leverage customer insights to provide targeted personalized offerings

Priority 4: Smart retail technologyDifferentiate your shopping experiences and drive new revenue opportunities

Priority 5: Monetizing new customer offersLeverage understanding of customer needs for new revenue-generating offers

Priority 3: Digital consumersupply chain Connect the real-time supply chain for greater efficiency and new levels of responsiveness


TOP 10. Customer Experience First Strategy.

SINGLE VIEW OF THE BUSINESS

Customer, Inventory & Products

01SMART LOGISTICS

(Buy, Fulfill, Return Anywhere)

EXPERIENCE ANYWHERE, ANY MEDIUM

Voice / Haptic / VR/AR / Live / Social / Adaptive

03GEOGRAPHICAL EXPANSION, MILLENNIAL AND GROWING MIDDLE-CLASS

Growth Markets

04AUDIENCE OF ONE, AGE OF CONTEXTUAL HYPER-PERSONALIZATION

Trust & Transparency

05

DATA TO INSIGHTS ACROSS ENTIRE VALUE CHAIN

Predictive Analytics / AI / ML / IoT

06STORE AS A POINT OF SERVICE,

Empowered Associates.

Unified Service

FASTER(ER) EVERYTHING.

Optimizing Micro-processes, E2E Value Chain

08NEW AND RE-INVENTION OF BUSINESS MODELS

Subcsription Rentals, Mass Customization

Automous Stores

09REQUIRES BUSINESS & TECHNOLOGICAL AGILITY

Vertically Integrated Intelligent Enterprise

10

22© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ For SAP and SAP partner use only

HOW WE HELP.

Simplicity.

Insights.

Innovation.


Provide the world’s leading Customer Experience Suite.

THE INTELLIGENT FRONT OFFICE

REAL TIME. AUTOMATED. INSIGHT DRIVEN. AGILE

C/4HANA

Powered by


Single view of customerCustomer at the center of

the business (B2B2C)

Customers for lifeFrom selling products to

subscription services

Trusted dataData necessary for personalization and

with data privacy protected

Holistic customer experienceConnecting front and back office

How customer experience should be Digital first

Global scale and adoption of new digital businesses


SAP Customer Experience Suite. The Intelligent Front-Office

SAP CUSTOMER DATA CLOUDBuild customer trust and loyalty

• Single, unified profile

• Registration as a service

• Enterprise preference &

consent management

• Customer profile and preference

management

• Profile orchestration & governance

• GDPR readiness

SAP LEONARDO SAP S/4 HANA

SAP MARKETING

CLOUD

SAP COMMERCE

CLOUD

SAPSALESCLOUD

SAPSERVICECLOUD

SAP CLOUD PLATFORM

Internet

of thingsMicroservices Extensions

Machine

learning

Analytics Big data Block chain Integration

Market with intelligence to each unique customer

• Dynamic customer profiling

• Segments, campaigns and journeys

• Planning & performance management

• Impactful marketing analytics

• Customer attribution

• Lead management and nurture

• Commerce marketing

• Build Loyalty & advocacy

Make customers happy• Comprehensive self service

• Omnichannel contact center

• AI chatbot

• Proactive field service

• Offline mobility

• Preventive maintenance

• Knowledge management

• Intelligent recommendations

Be helpful by guiding customers throughout their journey

• Sell more from anywhere

• Sales force automation

• Sales performance management

• Retail execution

• Intelligent sales with machine learning

• Sales learning

• Config, price, quote (CPQ)

• Sales forecasting

• Subscription billing

Connect customers’ needs to the products and services

• B2C Commerce

• B2B Commerce

• Product content management

• Industry accelerators

• Contextual commerce experiences

• Personalisation

• Omnichannel order management

• Commerce for SME

• Prebuilt integrations

SAP C/4 HANA


The:Intelligent Enterprise. Retail Cloud

§ Core processes to run the company (merchandise management, financials,…)

§ No direct interface to the consumer

§ Support for critical processes

§ Opportunity for differentiation from the competitors

§ One business logic for all channels

§ Customer interaction independent of the channel

§ Best customer service and brand reception

Agile and flexible processes / content

Customer touch points

Real-time retailing

Data with highest granularity/fast access and processing

Back-end systems/support

…Stable processes/master data management

Agility

Stability

Online Store/POS Mobile Call center Social TV

Personalization

...SAP BWSAP CRMSAP ERP

Forecasts Marketing ...

THE RETAIL INDUSTRYTRUSTS SAP


RETAIL A STRATEGIC INDUSTRY

208 of the 250 top retailers in the world run SAP:

86% of the Retailers in the Forbes Global 2000 are SAP customers.

13,400+ Retail customers in 121

countries

18 of the 25fastest growing retailers in the world

24 of the 25top food retailers in the world

18 of the 20 top apparel and footwear retailers in the world

End-to-end

retail processes

on a real-time

platform

Deep, industry-specific capabilities

Embedded,preconfigured best practices

Clear

Industryroad map

Source: SAP Performance Benchmarking 2017.


EXPERIENCE ACROSS ALL SEGMENTS AND GEOS

INNOVATION.

FUTURE- PROOF

31© 2017 SAP SE or an SAP affiliate company. All rights reserved.

Innovate faster, consume more efficiently

EXTENDCloud and on-prem apps

Quickly add new functionality to your existing cloud and on-prem apps to optimize your existing investments

BUILDDifferentiating cloud apps

Rapidly build and run new cloud apps to solve new problems, engage new customers, and drive new revenue

CONNECTPeople and data

Deliver delightful user experiences across digital touchpoints enabling innovation, without disrupting core business processes

INTEGRATEApps and data

Connect your cloud and on-prem apps to eliminate data silos and make digital access simple, secure, and scalable

Microservices


SAP Leonardo: integrating today’s transformational technologies

Internet of Things

Connecting things with people and processes• Detect and interact with

shoppers in-store

• Optimize order picking and track deliveries

• Streamline shopping experience in-store and online

Big Data

Manage vast amounts of big data• Increase spending by

your best customers

• Identify profitable items to promote

• Refine assortment to drive higher sales

• Reduce out-of-stocks on promoted products

Machine Learning

Intelligence enabled by learnings from data• Increase conversion

rates and average order size with best product, offer, channel, sending time, and audience

• Utilize chat, messaging, or voice interfaces to deliver superior customer service

Blockchain

Blockchain services embedded into business apps• Modernize supply chain

• Improve food safety and transparency

Analytics

Insights that enable transformative actions• Improve customer

engagement through personalization

• Build targeted campaigns

• Optimize pricing

• Anticipate demand and inventory management


In-store analytics

• Optimize shelve positioning &

planning and traffic in store

• Real-time inventory insight

• Insight into conversion:

• Promotion to traffic in aisle

• Traffic in aisle to sales

Point of salesSensor data ERP: Orders, Supply

& Promotion


Usecase 2: Conversion Promotion to Traffic to Sales

Thank you.Contact information:

Ben Apers

Account Executive SAP Customer [email protected]

mailto:[email protected]

sap customer experience responding to the next wave of ...€¦ · sap customer experience...

Documents