winning in delighting consumers across all digital touch...
TRANSCRIPT
Winning in delighting Consumers across all Digital touch points
Digitizing an FMCG Giant:
the Nestlé recipe
May 2017
Today, in 30’, you will see…
• … Why ‘Digitization’ is an opportunity for a large
CPG Company?
• What should be done to shape the «model of
tomorrow»?
• How to implement a winning action plan and
delight Individuals and Families?
The Digital Revolution is introducing new paradigms … That, not only we have to understand, but (take the lead) and shape…
Examples of what keeps us up at night:
• How can we know better our Consumers’ needs, preferences,
expectations,…?
• How can we simplify the life of Individuals & Families?
• How can we help parents to spend more quality time with their
children?
Omni-Channel is the new normal
People engage on each
channel differently, but
need same level of
experience.
… And # of channels is
increasing…
Delivering Successful Omni-Channel experience Will make the difference across all Players
OMNICHANNEL
USER
EXPERIENCE
SEAMLESS
OPTMIZE PER
CONTEXT
CHANNEL
NEUTRAL
AVAILABLE
CONSISTENT
EXPERIENCE
Unified, consistent and
convenient customer
experience across channels
Ability to to choose a
channel based on when,
where, and how customer
interact with your brand
based on their personal
habits and motivations
Allow all channels to work in
tandem to best all round
experience and NO GAPS
Optimize experience on
how different channels might
be better suited to different
interactions
Seamless experience to
delivery experience
continuity while user
switches channels
… and focusing on a few top functional priorities Using a tool & process to select our Top 10 MWB…
Personalization
Augmented Reality
ChatBots & VR/NLP/Messaging
Predictive & IA
Mobile first & Geolocation
User Generated Content
Digital Smart Analytics
Illustrative
scores
… Thereby removing the distinction «On» vs «Off» line Transforming our «Points of Sales» to «Points of Services»
…from selling to inspiring
…from telling to engaging
…from convenient to effortless
…from serving to sharing
…from rational to emotional
…from products to relationships
1 + 2 +3 = Freedom in a Box
Most solutions have 2/3 tiers of
capabilities to be fit for use for a
wide variety of Markets
Markets to focus on the 4 Cs they
do best:
–Creative ideas
–Content
–Consumer Understanding
–Campaign
NESTLÉ CHIEF DIGITAL OPERATIONS OFFICER
DEVOPS, COMPLIANCE, NCE
MANAGER
DIGITAL TRANSFORMATION
AND PORTFOLIO MANAGER
& LAUSANNE DPM HUB
BUSINESS INTEGRATION, LEVERAGE & SUPPORT
& APAC DIGITAL HUBS
MANAGER
OMNI-CHANNEL COMMERCE
SERVICE MANAGER
DIGITAL PRESENCE and IOT SERVICE MANAGER
PERSONALIZED CONSUMER EXPERIENCE
SERVICE MANAGER
GLOBAL DIGITAL HUB &
EMENA HUB MANAGER
GLOBAL DIGITAL INNOVATION &
AMERICAS DIGITAL HUBS MANAGER
Our Team is a Sales & Product Management mindset oriented organization - Working with Functional Leaders
CONSUMER ARCHITECT and DIGITAL ANALYTICS
Growing our Barcelona
Global Digital Hub
Vevey Switzerland HQ San Francisco
Innovation center
Japan
China Shanghai
Mexico
Stamford
(NY) Los Angeles
Our Nestlé Digital Hub in Barcelona is instrumental to deliver and lead this Transformation - With already +100 Digital Talents on the floor and more to come…
Our Global Digital Ambition Moving fast, …without breaking things..
To be the industry leader in leveraging Digital Technology and eCommerce to delight consumers, enhance lives
and build brands
-Digital service layer to complement products -Personalized Consumer Experiences
- Frictionless commerce at every touchpoint
Links to go further…
We will be looking for the brightest minds in digital to join our Global Digital Hub in
Barcelona. We look forward to meeting you there!
More information on open positions: https://www.linkedin.com/jobs/search/?f_GC=es.9-1-
1&keywords=Nestl%C3%A9&location=Barcelona%20Area%2C%20Spain&locationId=es%
3A5064
http://www.nestle.com/jobs