Fernando Ranz / Jorge Esparza Retail and Consumer Goods Leaders franz@ salesforce.com / jesparza@salesforce.com

Retail Re-tailored

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Retail will change more in the next 3 years than in the last 50

1:1 Experiences Disruptors transform

customer expectations across all customer interactions – Sales, Service &

Marketing

Global Marketplace Asia, Latin America, and

Africa will account for 60% of consumption

Seamless Inventory & Consistent Experience

50% of consumers want to collect orders in store; 58% expect mobile-

enabled associates in store

Mobile By 2017 5 Billion + mobile

devices will account for 60% of sales

Social Customers tell & share

brands’ stories. How will you control your brand?

Customer Service Customer expectation – anytime,

anywhere, any channel, consistent experience

Retail Landscape

Every Brand Wants to Get Closer to Their Customers

 Luxury

 Food & Drug

 Quick Service Restaurants  Mass Merchants

 Department Stores

 Specialty

Know Me and Make it Easy For Me

Digital Raises The Bar on Shopper Expectations

Digital has changed behavior and raised expectations

Employees are Customers Too

Disruptors Are Changing the Rules of the Game

Retailers Must Connect with Shoppers in a Whole New Way

Personalization Everywhere

Super-charged Employees

Lightning-fast Innovation

Service Inspiration

Customers Expect the Fundamentals

Product Value

Retailers Have Invested in Systems of Record  Designed for internal processes, not engagement

Systems of Record

Internal Focus

of in-store shoppers look for help on a smartphone*

72 %

Infrastructure

Transactions

Inventory

Merchandising

Call Center Store POS Website Apps

Systems of Record

Retailers Need Systems of Engagement

Systems of Engagement Mobile Cloud Social

Data

Science

Infrastructure

Transactions

Inventory

Merchandising

Call Center Store POS Website Apps

Clienteling Personalized In-store Shopping

Service Personalized Service Everywhere

Analytics Real-time Shopper Insight

Connected Operations Social Associate Journeys

Apps Agile Retail Innovation

Marketing Personalized Shopper Journeys

The Shopper Success Platform  Connect to Shoppers in a Whole New Way, Personalize Retail

Clienteling: The Store Re-personalized  Mobile Connects Associates with Complete View of Shopper Journey

360° Shopper View

Mobile Sales

Product Insight

Guided Selling

FPO

Service: Personal Service Everywhere  Connect Agents & Shoppers with 360° View of Everything

360° Shopper View

360° Price, Product, Process View

Self-Service

Social Engagement

Multi-channel Agent Console

Personalized Shopper Journeys at Scale  1:1 Alerts, Notifications, Content Triggered in Real-time by Shopper Journey

Email & Social Marketing

Mobile Marketing

Web Personalization

Guided Selling

Connected Retail Operations: Social Associate Journey  Connect Customers, Employees & Suppliers in a Whole New Way

Onboarding and Learning

Task Management

Employee Communities

Shopper Communities

Supplier/Partner Communities

Analytics: Real-time Insight  Connect Decision Makers with Real-time Insight

FPO Personalized Content & Service

Dynamic Pricing

Localized Assortment & Experience

Optimized Store Operations & Sales

Apps: Agile Retail Innovation  Agile Development Platform to Connect in New Ways

Mobile Shopper Apps

Agile layer to ERP

Employee Apps

FPO

Clienteling Personalised In-store Shopping

Service Personalised Service Everywhere

Analytics Real-time Shopper Insight

Connected Operations Social Associate Journeys

Apps Agile Retail Innovation

Marketing Personalised Shopper Journeys

The Shopper Success Platform  Connect to Customers in a Whole New Way, Personalize Retail Everywhere

Thank you