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WHAT DOES THE DIGITAL REVOLUTION MEAN FOR YOU? Roland van Breukelen Director, EMEA Centre of Excellence, SAP hybris @rolandvb
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Transcript of 1 sap hybris cec_3_dec2015_v1
WHAT DOES THE DIGITAL REVOLUTION MEAN FOR YOU?Roland van BreukelenDirector, EMEA Centre of Excellence, SAP hybris@rolandvb
Re-Think: DIGITAL DARWINISM
52%
AVERAGE AGE OF COMPANIES:
Today – 15 years
2017 – 12 years
1920’s – 67 years
UNDER ARMOUR, Largest food preference database in the world,Produces no food.
DOLLAR SHAVE CLUB, Shave as you go with additional bathroom
products upsell
WARBY PARKER,Combining physical and digital. Try eyewear on
at home.
Re-Invent
CLOSER TO THE CONSUMER
Millennials:1.6x more likely than Boomers to use digital channels to discover new Products2.7x more likely than Boomers to use their mobile phone regularly for in-store payments Source: Facebook Insights
THE LINES BETWEEN PHYSICAL AND DIGITAL EXPERIENCES ARE BLURRING
Re-Structure
DATA IS THE FUEL TO OPTIMIZE
CUSTOMER EXPERIENCE AND
BUSINESS RESULTS.
THE MAJORITY OF BUSINESSES CAN’T
SUPPORT AN OMNICHANNEL
CUSTOMER JOURNEY.
JUST 12% CAN PROVIDE A SEAMLESS HAND-OFF
BETWEEN CHANNELS.
SOURCE: Forrester Wave Customer Service Solutions 2014
CUSTOMERS ARE HARDER TO ENGAGE
DIGITIZE END-TO-END CUSTOMER AND CONSUMER EXPERIENCE
@
digital goods emaildigital adsweb In
store/branchcontact center printmobile socialmarketplace Search
kw/adsagent toolsIoT sms/
notifications
Re-Wire
What does the digital revolution mean for you?
Re-ThinkGlobal digital
markets / consumer
Value chainUnderstanding
digital customer Vision
Re-Invent Process digitalisation
New digital business
model
Digital customer
interactions Strategy
Re-Structure Digital supply chain
Go to market model
Channels to customer /
touch points Operations
Re-Wire Digital Services
Digital Technology
Digital Architecture Execution
SOURCE: Watermark Consulting & Forrester Research
107.5%
72.3% 27.6%
CUSTOMER EXPERIENCE LEADERSOUTPERFORM THE LAGGARDS
EXPERIENCE IS THE COMPETITIVE EDGE8-Year Stock Performance of Customer Experience Leaders vs. Laggards vs. S&P 500 (2007-2014)
S&P 500
“Within 15 years technology will exist that will allow human brains to be connected directly to the internet."
Source: International Business Times, Ray Kurzweil: Human Brains Could be Connected to the Cloud by 2030
WHAT DOES THE DIGITAL CONSUMER REVOLUTION MEAN FOR CONSUMER GOODS? Roland van BreukelenDirector, EMEA Centre of Excellence, SAP hybris@rolandvb
