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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

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LIVING SERVICES ARE THE RESULT OF

TWO FORCES

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LIVING SERVICES ARE THE RESULT OF

TWO FORCES

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BASED ON HOW CONSUMERS

RATE INDIVIDUAL EXPERIENCE

MOMENTS

OVERALL BRAND AFFINITY

IS BUILT CUMULATIVELY

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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 ?

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… A N D W H A T S U S T A I N S

T H A T L O V E ?

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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

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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

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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

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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

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THANK [email protected]

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