Innovation in a disrupted market

Innovationin a disrupted market

Vincent MalarmeRetail & Consumer Goods Industry Solutions Leader

@vincentmalarme

The future of mobileMarketing & eCommerce

2

Disruption

Challenges

Solutions

Trends

The future of mobileMarketing & eCommerce

3

The Retail Big Show

550 exhibitors

34 000 visitors

85 countries

Trends

4

Retail Big Show: Key trends

1INNOVATION

DRIVING SUCCESS

Trends

5

Retail Big Show: Key trends

2A DISTRIBUTION STRATEGY

…THAT PLAYS WITH

COMPLEMENTARY CHANNELS

Trends

6

Retail Big Show: Key trends

84%go online to prepare their store visit

40%more conversion from users having gone online

22%spend more if they’d been online

75%users using social networks say they are more loyal

3

INCREASINGLY THE

CUSTOMER JOUNEY

BEGINS WITH

DIGITAL COMMERCE

Trends

7

Retail Big Show: Key trends

4… & DIGITAL COMMERCE

NEEDS TO…

ENABLE EXPERIENCES BASED

UPON WHERE A CUSTOMER IS

IN THEIR JOURNEY

Trends

7

Content optimized for

any device

Availability & Fulfillment

Personalized and relevant

offers

Rich and engaging

content

8

Retail Big Show: Key trends

5GROWING APPETITE FOR

MOBILE INNOVATION

Trends

88

InStoreMobile

Experiences

Apps

Client Telling

9

Retail Big Show: Key trends

6FROM TRANSACTIONS

TO RELATIONSHIPS

TO SUBSCRIPTIONS

Trends

10

“The last, best

experience

that anyone has

anywhere

becomes the minimum

expectation for the

experiences they

want everywhere.”

Trends

11

The traditional boundaries are

dead.

The focus is now on Human-to-Human

interactions.

Experience is the new competitive

battleground

Trends

12

Innovating in disrupted market

Innovating

Trends

Trends

Trends

Trends

Trends

FastFollowing≠

Disruption

Trends

13

Understanding the roots of Technology Disruption

Systems of Insight

How are you harnessing Big Data for competitive advantage?

Systems of Engagement

How are you harnessing mobile and social to transform relationships with customers, employees and citizens?

Systems of Record

How are you transforming your existing IT systems for the requirements of the new era?

Systems of

Insight

Enterprise

Innovation

Systems of

Record

Systems of

Engagement

Systems of Record

Systems of Insight

Systems of Engagement

Pervasive Security Intelligence

Enabled by Cloud

EnterpriseInnovation

Disruption

14

True Innovation

System

s of

Insight

Enterpri

se

Innovati

onSystems of

Record

Systems of

Engagement

Record

Insight

Engagement

Security

Cloud

Innovation

Disruption

15

Litmus test test for a successful Mobile Strategy

1. Create new business value

2. Powered by analytics

3. Designed first for mobile

4. Create unique user experience (consumers or employees)

5. Powered by scalable cloud

6. Pervasive Security Intelligence

Disruption

16

1. Create new business value: The great internal divide

Challenges

17

2. Powered by analytics: the great customer experience divide…

Challenges

18

3. Design first for mobile

1

8

Take 2 minutes &design a vase

design a better way for people to enjoy flowers in their home

Challenges

19

Design

a vase

Design a better way for

people to enjoy flowers

in their home

Product or Task Focused Experience Focused

Challenges

20

Design is not just what it

looks like & feels like.

Design is how it works.

- Steve Jobs

Challenges

21

This is not a user experience

21

Challenges

22

This is a user experience

Challenges

23

66% of adults say they receive too many promotions

and are exposed to too many adverts

23

Source: Upstream 2011

4. Create unique user experience: Customer attention is scarce

Challenges

24

Align your IT and Marketing Strategy around the Customer Journey

24

Solutions

CIO

CMO

25

What do we offer ?

26

Flexible software solutions so that you can begin anywhere and grow in any direction

Solutions

27

IBM Design ThinkingPlacing people at the heart of the design process

Agile & DevOpsNew ways of working - iterative, rapid

and agile

DedicatedConcentration of experience design, analytics and strategy skills

InnovationHands-on innovations and demos

MobileIntegrated mobile development

Co-locationWith clients and the best of IBM

IBM Studios for the best mobile innovation

Solutions

2828

The Big Data you need to deeply understand your customerThe Corporate App Store you need to unleash empowered mobile employees

Solutions

2929

Just of some of the companies we keep

29

Solutions

3030

A few partners we play with

Solutions

3131

Some of our recent awards

LEADER in Digital Marketing

The LARGEST Digital Agency network in the

world - 2014

LEADER in EnterpriseMobility Services

LEADER in Business Consulting

LEADER in Mobile App

Development

LEADER in CRMThe SECOND LARGEST Digital

Agency in the UK -2014

Solutions

32

Vincent Malarme

Retail & Consumer Goods

Industry Leader

IBM Benelux

@vincentmalarme

[email protected]

+32 475 29 42 43

be.linkedin.com/in/malarme