transforming the customer experience aws summit …aws-de-media.s3.amazonaws.com/images/enterprise...
TRANSCRIPT
Transforming the Customer ExperienceAWS Summit 2015
Reinhard RabensteinChief Technology Officer & Chief Marketing Officer
Wincor Nixdorf International GmbH
Member of the Executive Board
March 24th, 2015
TRANSFORMING THE CUSTOMER EXPERIENCE | March 2015 | Reinhard Rabenstein|Strictly Confidential
© Wincor Nixdorf International GmbH
Blue chip customers
Corporate profile
Worldwide presence in over 130 countries;(with own legal entities in 42 of them)
Net sales: EUR 2.5 billion (FY 12/13), 77% of this outside Germany
EBITA: EUR 132 million (FY 12/13)
Main production sites: Germany and China
~ 9,000 employees
Customer-driven company culture
Deep customer knowledge and partnership
Local management
Flat hierarchy, clear and flexible structures
Performance-driven entrepreneurial spirit
Management and employees are shareholders
Wincor Nixdorf at a glance
TRANSFORMING THE CUSTOMER EXPERIENCE | MARCH 2015 | REINHARD RABENSTEIN|STRICTLY CONFIDENTIAL
© Wincor Nixdorf International GmbH
Developing customers for decades … … and continuously winning new customers
Banking ranked by Tier1cap and total assets, Retail ranked byrevenue, Source: Thomson Financial, Eagle Traders,BanksDaily, Deloitte
Blue chips:
Banking 25 out of the top 25 banks in Europe 21 out of the top 25 banks in the World
Retail 22 out of the top 25 retailers in Europe 15 out of the top 25 retailers in the World
Outstanding customer base
Examples
TRANSFORMING THE CUSTOMER EXPERIENCE | MARCH 2015 | REINHARD RABENSTEIN|STRICTLY CONFIDENTIAL
© Wincor Nixdorf International GmbH
Innovation: New ideas come from new points of view.The result is innovation for tomorrow as well as today
Innovation High level of R&D investment : EUR 99 million
Employees in R&D: around 750
Patents > 1,429
Worldwide internal and external development networks
Customers| Partnerships| Research institutes| New technologies
TRANSFORMING THE CUSTOMER EXPERIENCE | March 2015 | Reinhard Rabenstein|Strictly Confidential
© Wincor Nixdorf International GmbH
Industry trends and innovations …
Multitouch interfaces
Convergence of retail and banking
Optimized cash handling Real omni-channel / multi-channel
NextGen ATM`s and Kiosk experience
… in the retail & banking industry
… in the end user environment
Social media influenceNew payment modelsEverything: anytime, anywhere
TRANSFORMING THE CUSTOMER EXPERIENCE | MARCH 2015 | REINHARD RABENSTEIN|STRICTLY CONFIDENTIAL
© Wincor Nixdorf International GmbH
As access barriers havedecreased, customersvalue self-determinedusage of IT solutions
»
Sources: United Nations Cyberschoolbus, http://www.un.org/cyberschoolbusInnovacion Progreso; CLA@B; Mercantil ; Asobancaria 2011
35 days
1
3
4
4
5
12
13
18
28
46
50
0 10 20 30 40 50 60
Angry Birds App
YouTube
Internet
Pay Pal Accounts
Cell Phone
Television
ATM
Credit Cards
Electricity
Telephone
Years until 50 million users
Using IT in everyday life today comes quite naturally
TRANSFORMING THE CUSTOMER EXPERIENCE | March 2015 | Reinhard Rabenstein|Strictly Confidential
© Wincor Nixdorf International GmbH
Commonwealth Bank AustraliaReal-Time Relationship Value
PROJECT SCOPE Implement new solution concept designed to help in redefining the customer
experience
Provide new interactive possibilities for retailers to engage with customers
during the sales process (Enhancing face-to-face interaction )
Empower organizations to go beyond a simple transaction, using consumer-
friendly applications and a human-centric interface
BENEFITS & RESULTS The future of point-of-sale (POS) payments, powered by a new software
platform, applications, and a new omni-commerce device will redefine the
POS experience for businesses and consumers
Significant investment in breakthrough design and engineering that address
the complex security needs of POS while unleashing opportunity afforded by
tablets and industry-standard platforms to deliver new innovations to
consumers.
Every aspect of the customer interaction is being transformed by social,
mobile and online technologies
CHALLENGES / SUMMARY Need to redefine the customer experience by implementing a new concept for
customer interaction and raise the bar for customer service
TRANSFORMING THE CUSTOMER EXPERIENCE | MARCH 2015 | REINHARD RABENSTEIN|STRICTLY CONFIDENTIAL
© Wincor Nixdorf International GmbH
CBA-StrategyConvergence: Generating more Revenue through Business App‘s
Legacy Backend Systems
Accounts Risk Mgmt. CRM EMS …
…
Multichannel Network
ATM BranchInternet Mobile Call Center
Retail-Banking
Self Svc. Teller Ops Security
DirectMarketing
Mobile Banking
…
Merchant Acquiring
Issuing Acquiring Risk Mgmt.
Payment Processing
Settlement …
Marketplace (App`s)
B R H P S W
…
EFT/POS Network
TRANSFORMING THE CUSTOMER EXPERIENCE | MARCH 2015 | REINHARD RABENSTEIN|STRICTLY CONFIDENTIAL
© Wincor Nixdorf International GmbH
Weltweit erstes Tablet für Payments und Business App`s
SDKs allow access to the device...
7” display
Gorilla Glass
NFC Reader
Smart Card Reader
Android 4.0 OS (hardened)
Wi-Fi / Bluetooth / 3G connectivity
GPS
8MP Camera
Power jack
Micro USB host connection
Magnetic Strip Reader
Touch Screen (inc. pin entry)
TRANSFORMING THE CUSTOMER EXPERIENCE | MARCH 2015 | REINHARD RABENSTEIN|STRICTLY CONFIDENTIAL
© Wincor Nixdorf International GmbH
BUT, this is not enough.
TRANSFORMING THE CUSTOMER EXPERIENCE | March 2015 | Reinhard Rabenstein|Strictly Confidential
© Wincor Nixdorf International GmbH
We arenot justselling a smart tablet…
TRANSFORMING THE CUSTOMER EXPERIENCE | March 2015 | Reinhard Rabenstein|Strictly Confidential
© Wincor Nixdorf International GmbH
…we are building amerchantecosystem.
TRANSFORMING THE CUSTOMER EXPERIENCE | March 2015 | Reinhard Rabenstein|Strictly Confidential
© Wincor Nixdorf International GmbH
Global App-Marketplace
TRANSFORMING THE CUSTOMER EXPERIENCE | MARCH 2015 | REINHARD RABENSTEIN|STRICTLY CONFIDENTIAL
© Wincor Nixdorf International GmbH
To provide a collaborative environment linking Digital Entrepreneurs, Developers, Merchants, Acquirers and Retailers together.
To provide Merchants with a competitive range of ‘best of breed’ Apps & Services that help them grow and manage their business.
To provide Retailers and Acquiring Banks with an End to End Solution that enables them to offer value add services
Enable Merchants to easily configure and manage their Devices.
Vision
TRANSFORMING THE CUSTOMER EXPERIENCE | MARCH 2015 | REINHARD RABENSTEIN|STRICTLY CONFIDENTIAL
© Wincor Nixdorf International GmbH
Retail Hospitality Lodging Cash Agents Banking
Postal Taxi Cinema TD
TP.app Seating Returns DCC Pick-Up
Cash Cards Paypal ugo Biometric
Merchant Payback Voucher Brand Games
Info DB Log In Search Security Supervisor
Monitoring Sales Customers Efficiency Info Cons.
End of Day Salesforce Quickbooks SAP Netsuite
Camera QR NFC Scan BT LE
Open Table
Delivery
POS functionality
Customer satisfaction
Loyalty
Flexibility
Transparency
Security
Cost of POS
Collaboration
Easily adaptable industry solutions
New ways of collaboration
Increased flexibility
New & alternative payment methods
Redefining loyalty solutions
Fast learning for sales assistants
E2E transparency
Easy Close- of-day procedures
Future proof technology
Aevi Marketplace
TRANSFORMING THE CUSTOMER EXPERIENCE | MARCH 2015 | REINHARD RABENSTEIN|STRICTLY CONFIDENTIAL
© Wincor Nixdorf International GmbH
App Development Lifecycle
Development Vetting
B
U
S
I
N
E
S
S
T
E
C
H
N
I
C
A
L
S
E
C
U
R
I
T
Y
Albert SDK
Aevi Marketplace Skinning DistributionCommunity
TRANSFORMING THE CUSTOMER EXPERIENCE | MARCH 2015 | REINHARD RABENSTEIN|STRICTLY CONFIDENTIAL
© Wincor Nixdorf International GmbH
Client and delivery managementThe fundamental elements of our service operations
Customer Site
Local/Global Service Delivery
Global Service Delivery
Global Field Services
Global Customer Care Center
Global IT Operations
Global Solution Management
Center
Global Cash Management
Center
Client Management
Service and Delivery Management
Global LogisticsCenter
Customer
© Wincor Nixdorf International GmbH
GIO+
Internet
FirewallsHosting
Facilities
Geo DNS
Load
Balancing
Server
Instances
(Virtual /
Physical)
Storage
Online /
Offline
Application
Load
BalancingMonitoring
Infrastructure as a Service (IaaS)
Internet
POP
GIO+
Internal
Networks
Intrusion
Detection
Managed
OSAdvanced
MonitoringLogging
Web
Application
Firewalls
Internal
Firewalls
Platform as a Service (PaaS)
GSMCOnline
Operations
Extended
Monitoring
Database
Operations
Web Application
Operations
Solutions as a Service (SaaS)
Batch
Operations
Scala
ble
Tenant 1 Tenant 2 Tenant…..
D. LEINEWEBER | NOV. 2012 |GLOBAL IT OPERATION| © WINCOR NIXDORF AG 18
Global Solution Management Center
© Wincor Nixdorf International GmbH
Use cases AWS
SW DeveloperBanking/Retail
Laboratory
App DeveloperComunity
Store #2
CashStorage
Appliance
Additional StorageDR for small DC
Wincor
Nixdorf
DataCenter
Network
Computing
Storage
Network
Computing
Storage
Load Balancing
Database
© Wincor Nixdorf International GmbHD. LEINEWEBER | NOV. 2012 |GLOBAL IT OPERATION| © WINCOR NIXDORF AG 20
Web Hosting and payment services combined with AWS
WN own DC
AWS Cloud