Delivering the Goods: Revolutionizing the Customer Experience

Delivering the Goods:

Chief Operating Officer

Retailers will be able to interact with customers through countless channels— websites, physical stores, kiosks, direct mail and catalogs, call

centers, social media, mobile devices, gaming

consoles, televisions, networked appliances, home services, and more. Unless conventional

merchants adopt an entirely new perspective—one that allows them to integrate disparate channels into a single seamless omni-channel experience.

websites

ki

o

sks

social media

_{MOBILE DEVICES}

gaming consoles

tel

evi

si

o

n

s

hom

es

m

essag

in

g

If not “Omnichannel,” then?

If not “Omnichannel,” then?

If not “Omnichannel,” then?

If not “Omnichannel,” then?

If not “Omnichannel,” then?

If not “Omnichannel,” then?

If not “Omnichannel,” then?

If not “Omnichannel,” then?

If not “Omnichannel,” then?

If not “Omnichannel,” then?

The Revolution will be

Prediction is difficult,

especially about the future.

Retail is Dead

Retail guys are going to

go out of business and

ecommerce will become

the place everyone buys.

103

M

vs

102

M

Source: ShopperTrak and Adobe Digital Index

vs

$2.8

B

$10.4

B

36

%

50

%

30

%

21

%

45

%

I should say the death of

the store has been greatly

exaggerated.

Physical Retail

Ecommerce captured by merchants with physical stores

Instore purchases influenced digitally

Higher lifetime value of customers who shop more than one channel

What we’ve discovered is having

an offline component and building

a pioneering online and offline

model is actually the secret to

building a great business.

Whirlwind Behind the Scenes

Tour Of Unified Commerce

The Unified Customer Experience

The Unified

Customer

Expects

a Unified

Unified commerce goes beyond omnichannel, putting the customer experience first, breaking

down the walls between internal channel silos and leveraging a single commerce platform. The idea of a single, centralized, real-time platform for all customer engagement points is a key tenet of unified commerce. A unified commerce platform is not simply the future in-store or web platform, but combines POS, mobile, web, call center, and clientelling into one single integrated platform. It has become the new retail imperative.

Customer Priorities

Merchant Priorities

The Unified Customer Expects a Unified Experience

Unified Customer Experience

• Unified Payments and Shopping Cart

• Unified View of Customer

• Unified Inventory

Which requires a...

Unified Payments & Shopping Cart

• “Invisible Payments” (e.g., Über)

• Mobile Point of Service (MPOS)

• Consolidated, Global PSP Solutions

• Tokenization and Tokenized Tokens

• Cross-channel gift cards & coupons

Unified View of Customer

• Single Canonical “view of the truth”

• Recognize customer early and in any channel

• Persistent Cross-Channel Profile

• Cross-Channel Loyalty Program

• Empowered Associates In-Store

Available: Fragmented Inventory

6

10

50

Delivering the Goods

UCP Roadmap Top Ten List

1. Form a cross-functional steering committee

2. Perform primary and secondary customer research to determine customer priorities

3. Perform competitor research to identify areas where you may already be lagging

4. Establish key goals and success metrics

5. Establish budgets, select technology(s) and implementation partner(s)

6. Identify which platforms and systems will be upgraded, integrated with, or replaced Prioritize features of first release to map best to customer priorities and business objectives

7. Work on organizational realignment

8. Train staff across all channels

9. Launch Release 1 and continue to iterate

Top 10 List

5

Budgets + Technologies +

Implementations

6

Identify Priorities +

Business Objectives

7

Organizational

Re-Alignment

90

%

8

Train Staff Across

All Channels

9

Launch Release

10

Stay Agile

But Patient

Customer Led

michael@corra.com