Shiv Kumar MNPractice Head – eCommerce

Valtech India

Creative

DigitalMarketing

Technology

Customer Experience

Convergence of Digital Commerce Trends

Commerce continues to be customer-centric, there is no change!

As with transformational shifts, the Digital Commerce lost its plot initially….

Customer driven experience demands….

When you do not deliver a superior experience in a particular channel, the customers do not blame the channel, they blame your brand

Convergence.

Market forecasts

World-wide 2014 B2C eCommerce $1.5 trillion(1)

2014: For the first time, consumers in Asia-Pacific will spend more on ecommerce purchases than those in North America(2)

(1), (2): eMarketer research Feb 2014

(3): Shop.org Jan 2014

(4): RAI, Octane.in: India Retail e-Marketing Study 2013

2014: Average 135% y-o-y growth in sales from smartphones and 86 percent from tablets (3)

71% of India retailers plan to increase social media marketing budget (4)

“Online, offline, it’s gotta be the same”

Angela Ahrendts, Burberry Ex-CEO

Customer words and facts….

“In my business, average in-fashion time is about 6-weeks, and driven by mobile savvy on-the-go

youth. I know how to manage my brick-and-mortar store, tell me how do I keep my digital commerce aligned to our fast market” – Fast

youth fashion retailer from Australia

“We want an Ecommerce platform localized for 23

countries” – Pan-European office supplies company

“We want to be closer to our customer, ideally in his pocket” – World’s leading Industrial gases company from Germany

“Luxurious digital experience for our customers, in-store, online and on-the-

device” – World’s leading French luxury and fashion company

eCommerce is Human to Human(H2H)

Credit: H2H: a term conceptualized by Bryan Kramer

Personalized content

Awesome interactions

Exceptional Service

H2H demands a

Cultural shift of

valuing your customers. Not

merely treating them as a category, segment or business unit….

Credit: H2H: a term conceptualized by Bryan Kramer

Progressive Convergence Strategy

AudienceFocused

ContentFocused

PlatformFocused

Why do we need to build a platformand not a website?

A new touch point for the same consumer at different stages and times!

Customer Touch-points

Our digital solutions empower marketing to brand, reach, engage with

customers like never before.

A well-rounded Strategic Digital Offering.

Digital Marketing Technical Implementation

Social Mobile

Web

QA Technical Architecture

Development

Analytics ProjectManagement

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