© 2013 IBM Nederland B.V.

Shopping 2020 &Omnichannel Vision

Jerry J. Stam

© 2013 IBM Nederland B.V.2

nl.linkedin.com/in/jerrystam/@ibm_retail_nlwww.shopping2020.nl

Revenue 2012: USD104.5 billion Net income: USD16.6 billion Total assets: USD119.2 billion Number of employees: 434.246

© 2013 IBM Nederland B.V.

The IBM portfolio is uniquely qualified to support Retail

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Social Business

Connecting and empowering customers

Smarter Analytics

Turning information into insights

Smarter Commerce

Putting the customer at the center of the business

IBM achieved the #1 leadership position in the “Triple Crown” of eCommerce reports: Forrester's B2B Commerce Suites Wave, Forrester's B2C Commerce Suites Wave and Gartner E-Commerce Magic Quadrant

Known IBM software brands include: DemandTec, Cognos, Lotus Notes, SPSS, Netezza, Websphere Commerce

© 2013 IBM Nederland B.V.4

Centrale vraag Shopping 2020 :

‘Hoe shopt de consument in 2020 en welke acties moeten worden ondernomen op nationaal, branche en bedrijfsniveau opdat B2C

ondernemend Nederland succesvol hier op in kan spelen, nationaal én internationaal?’

© 2013 IBM Nederland B.V.5

Shopping 2020 has many supporters

Founding Partners: Wetenschappelijke partners:Kennis partners:

Travel Retail Finance

ExpertgroepShopper

Behaviour

Expertgroep Cross Border (e)Commerce

Expertgroep Technologisch

Expertgroep Future Touchpoints

Expertgroep Ecologisch

ExpertgroepPolitiek /Juridisch

…… … … …

ExpertgroepOnline ondernemen

ExpertgroepBusinessmodels

Expertgroep Veiligheid / Fraude

Expertgroep Omnichannel Organisatie

Expertgroep De Nieuwe

Winkelstraat

ExpertgroepSupply Chain

…… … … …

ExpertgroepOrientation

Expertgroep Selection

Expertgroep Transaction Expertgroep Delivery Expertgroep Customer

Care

ExpertgroepCustomer data

value managementArjen Bonsing …… … … … …

Commissie van Aanbeveling

ProgramBoard

FutureTrends

Key Themes

CustomerJourney

SupportTeam

…Dymfke Kuijpers

…Axel Groothuis

Ed Nijpels (voorzitter)Bernard Wientjes (VNO-NCW)Arie van Bellen (Directeur ECP)Martijn van Dam (kamerlid PvdA)Jan Kees de Jager (vml. Min. Fin.)

Cor Molenaar (Erasmus Universiteit)Kitty Koelemeijer (Universiteit Nyenrode)Walther Ploos van Amstel (VU)Erik Fledderus (Directeur TNO)Heleen van Oord (Directeur DQ&A)

Giovanni Colauto (CEO Bijenkorf)Harry Bruijniks (CEO Euretco)Ronald van Zetten (CEO Hema)Joost Romeijn (CEO Sundio Group)Paul Nijhof (vml. CEO Wehkamp)Annemarie van Gaal (CEO van Gaal)

Herna Verhagen (CEO PostNL)Nick Jue (CEO ING NL)Michiel Buitelaar (COO Sanoma Media)Danny van der Eijk (Chairman Achmea)Harry van Dorenmalen (CEO IBM Europe)

Netwerk partners:

SmarterShopping

Media partners:

© Shopping 2020

© 2013 IBM Nederland B.V.

© 2013 IBM Nederland B.V.

Marlies Dekkers, Block Electrostore, Schoenenreus, Free Record Shop, OAD Reizen, Icentre, Piet Kerkhof, EXPO, De Harense Smid, House of Shoes

http://www.trouw.nl/tr/nl/4504/Economie/article/detail/3529922/2013/10/19/Recordaantal-winkels-failliet.dhtml

© 2013 IBM Nederland B.V.

The increasingly important Super Consumers

Shopping Becomes Collaborative3

Shopping Becomes Contextual4

Shopping Becomes Deconstructed2

Shopping Becomes Real-time Aware5

Shopping Becomes Experiential6

Shopping Becomes Omnipresent1

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© 2013 IBM Nederland B.V.

Even more tangible: Behavior and Expectations

• Multitasking/multiscreen • Loyal if unique or added value services• Entertained and inspired • Physical presence too • Personalised

© Shopping 2020

http://www.digitaltrends.com/wp-content/uploads/2011/08/kids-multitasking-multiple-devices.jpg

© 2013 IBM Nederland B.V.cor@cormolenaar.nl - © Shopping 2020

“eBay Now offers same-day delivery of a variety of products from retailers including Best Buy, Macy's, Target, Walgreens and Home Depot. The delivery fee is $5 and most orders arrive in an hour or less,

depending on traffic and time of day”

http://risnews.edgl.com/retail-best-practices/ebay-now-to-serve-4-cities-by-holidays89033?postalcode=1066v&referaltype=newsletter

© 2013 IBM Nederland B.V.11

http://www.youtube.com/watch?v=a6cNdhOKwi0 / https://www.youtube.com/watch?v=S80mE3kQTJ0http://www.businessinsider.com/gartner-google-glass-will-save-1b-2013-11?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+businessinsider+%

28Business+Insider%29

“The upgraded Google Glass will "work with future lines of shades and prescription frames"

© 2013 IBM Nederland B.V.

Market research firm Gartner has predicted that companies using Glass and similar gadgets could save $1 billion a year within three to five years.

© 2013 IBM Nederland B.V.

Retailers must rethink and retool their offerings to connect with the empowered consumer

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How to use your

store to its best

potential?

How to embrace showrooming?

How do you provide a

tailored and personalized experience?

© 2013 IBM Nederland B.V.14 © Shopping 2020

“Finding out what mobile features customers interact with will be a key driver

for Sport Chek’s future retail strategy.”Source: http://www.mobilecommercedaily.com/sport-chek-leverages-mobile-to-provide-customized-interactive-in-store-experience

http://www.youtube.com/watch?v=Z6_JfIoe9OI

© 2013 IBM Nederland B.V.

Source: http://www.bbc.co.uk/news/business-24728406http://londonliving.at/londons-top-5-cycle-cafes/rapha-cycle-club-by-brinkworth-london/

"The Rapha Cycle Clubs are conceived as meeting places for road racing fans and great places for

like-minded people to hang out"

http://www.youtube.com/watch?v=GYvWkZedYww

© 2013 IBM Nederland B.V.16 © Shopping 2020

"We’re not warehousing anything, all the food that shows up in our Foodhub is pre-sold, and

goes out to shoppers that same day – that reduces overhead and makes for a really streamlined process. Plus, your groceries are a whole lot

fresher when they’re prepped to order." http://www.forbes.com/sites/daniellegould/2013/09/27/how-good-eggs-raised-8-5m-to-grow-its-online-local-grocery-marketplace/

© 2013 IBM Nederland B.V.17 © Shopping 2020cor@cormolenaar.nl - © Shopping 2020

© 2013 IBM Nederland B.V.18

“MOVE FAST AND BREAK THINGS”

© 2013 IBM Nederland B.V.19

Jerry J. Stam MBA MsC LLMIBM - Senior Managing ConsultantJerry.Stam@nl.ibm.com+31651285639

nl.linkedin.com/in/jerrystam/

@ibm_retail_nl

www.shopping2020.nl