sap hybris strategy & vision - mig-events.comsap hybris strategy & vision marcus ruebsam...
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SAP HYBRIS STRATEGY & VISIONMarcus Ruebsam
Senior Vice President, Solution Management, SAP
Hybris
NEW YORK CITY, CENTRAL PARKYESTERDAY
THEY’RE PLAYING POKEMON GO
A TYPICAL 21 YEAR OLDMILLENIAL
IS PLAYING25,000 HOURS OF VIDEO GAMES
HAS EXCHANGED1,250,000 EMAIL, CHAT & SMS MESSAGES
37,000 HOURS OF PHONE USAGE
OH, AND MAKES NEARLY 7 FRIENDS A MONTH
Source: PEW Research Center tabulations of U.S. Census Bureau, Dec. 2014
MILLENIALS
ARE THE
LARGEST
CONSUMER
GROUP
CREATEWOWMOMENTS
Digital already influences three out of four luxury purchases and will soon impact 99 percent of sales
Source: McKinsey The Opportunity in Luxury Fashion, , 2015
YOUR CUSTOMERCHOOSES THEIR OWN ADVENTURE
RECEIVE
OFFER
DISCOVER
NEED
RECEIVE
PACKAGE
MISSING
ITEM
TRACK
ORDER
BUYRESEARCH
REFER
FRIENDS
RECEIVE
OFFER
RESTART
SERVICE
TERMINATE
SERVICE
BILLING
ISSUE
AWARENESS
DISCOVERY
CONSIDERATION
ACTION
USE
ADVOCACY
ACTION
CONSIDERATION
RESEARCH
INTEREST
But the choices
are overwhelming
and assembling
a solution can
quickly MAKE
THINGS WORSE
THE SIMPLIFIED FRONT OFFICE WITH SAP HYBRIS.
THE SIMPLIFIED FRONT OFFICE
EXPERIENCE MANAGEMENT
DIGITAL CORE, PLATFORM
CONSISTENT VIEW ON DATA (CUSTOMER, PRODUCT, INVENTORY)
COMMERCE MARKETING SERVICE SALES
WEB IN-STORE/
BRANCH
CONTACT
CENTER
DIGITAL
GOODS
MARKET-
PLACES
IOT SOCIAL
MEDIA
SMS/NOTI-
FICATIONS
SEARCH
KW/ADS
DIGITAL
ADVERTISING
E-MAIL PRINTING AGENT TOOLSMOBILE
IT’S ALL ABOUT CREATING MAGIC MOMENTS
That fits perfectly to
my previous
purchase!
That’s a perfect
replacement for my
previous product
That’s not what
I came for, but
that’s actually
something I need!
They’ve understood
my needs! I didn’t
have to explain
everything again
when calling the
call center.
That’s exactly what
I waslooking for!
This looks great!
Wow, that
was quick!
This offer came
right in time!
THE TECHNOLOGY DECISIONS YOU
MAKE TODAY WILL AFFECT THE WAY
YOU DO BUSINESS IN THE NEXT 5
YEARS
THE WINNING FORMULA
EXP(dig+phys)+ ΔPC
bpE=
Real-time Customer Insight
End-to-End
Business Process Execution
Harmonized Digital and
Physical Experiences
Growth in
Profitable Customers
(CI)t+
THANK YOU!