Accenture

Copyright © 2016 Accenture. All rights reserved. Internal Use Only.

Future of RetailingA Technology Perspective

RAI – Retail Leadership Summit 15th Feb’17

WE’VE COME A LONG WAY

1990s

WEB & INTERNET

2000s

MOBILITY

2010s

LIVING SERVICES

2

LIVING SERVICES ARE THE RESULT OF

TWO FORCES

3

LIVING SERVICES ARE THE RESULT OF

TWO FORCES

4

BASED ON HOW CONSUMERS

RATE INDIVIDUAL EXPERIENCE

MOMENTS

OVERALL BRAND AFFINITY

IS BUILT CUMULATIVELY

5

1

W H A T M A K E S P E O P L E L O V E

A B R A N D E X P E R I E N C E ?

2

… A N D W H A T S U S T A I N S

T H A T L O V E ?

6

TO FIND OUT, WE EMBARKED ON

A TWO-YEAR RESEARCH STUDY

USING ADVANCED STATISTICAL

TECHNIQUES, WE CREATED

AN ALGORITHM EXPLAINING

PEOPLE’S FEELINGS TOWARD

BRAND EXPERIENCES

WE THEN CONDUCTED

QUANTITATIVE GLOBAL SURVEYS

OF 27,000 RESPONDENTS

7

8

THE RESEARCH REVEALED 5 DIMENSIONS

FOR MEASURING CUSTOMERS' FEELINGS

TOWARD A BRAND EXPERIENCE

F

FUN

Holds people’s

attention in an

entertaining way

R

RELEVANT

Provides clear

and customized

information

E

ENGAGING

Identifies with

individual needs

and wants

S

SOCIAL

Connects people

with each other

H

HELPFUL

Is efficient, easy

and adapts over

time

9

ACCENTURE 2017 TECHNOLOGY TRENDS

Businesses shaping

new digital industries

Technology designed

specifically for

individual human

behavior.

On-demand labor

platforms and talent

marketplaces.

Integrating core

business functionalities

with third parties and

platforms.

AI to take more

sophisticated roles like

digital spokesperson

10

Future Ready Platforms with Dual Velocity

Copyright © 2016 Accenture All rights reserved. 11

Over 394,000

employees

…with operations

in 120 countries, spanning 40

industry segments

.. and Revenues

totaling $32.9B in FY16

Comm.,

Media &

Technology

Health &

Public

Service Products Resources

Travel, Life Sciences, Retail, Consumer Goods & Services, Industrial

About Accenture

12

THANK YOU!shantha.maheswari@accenture.com

13