RAISING THE BAR - bring.no · raising the bar delivery & fulfilment is a key battleground ... 1 &2 jda and centiro, ... raising the bar

RAISING THE BARLOAD.16, Oslo, September 22, 2016 Marcus East, Global Digital Director, M&S

RAISING THE BAR

‣ INTRODUCTION ‣ SILICON VALLEY INSPIRATION ‣ THE FUTURE ‣ Q&A

INTRODUCTION

RAISING THE BAR

INTRODUCTION

RAISING THE BAR

MARKS AND SPENCER - DIGITAL TRANSFORMATION

32 MILLION CUSTOMERS

1,382 STORES WORLDWIDE

RAISING THE BAR

MARKS AND SPENCER - M&S.COM

7.4mM&S.com Customers

7.8mWeekly Site Visits

RAISING THE BAR

AGILE

MOBILE FIRSTFAIL FAST

RELIABLE TECH

THE FUTURE

“THERE'S NO CHANCE THAT THE IPHONE IS GOING TO GET ANY SIGNIFICANT MARKET SHARE. NO CHANCE.”

Steve Ballmer, 2007

RAISING THE BAR

RAISING THE BAR

WHAT DOES THE FUTURE LOOK LIKE?

DELIVERY & FULFILMENT INNOVATION

INTERNET OF THINGS

CONVERSATIONAL ECOMMERCE & AI

PERSONALISATION & INTELLIGENT AGENTS

RAISING THE BAR

DELIVERY & FULFILMENT IS A KEY BATTLEGROUND‣ INNOVATION IN THIS SPACE IS

ESSENTIAL

‣ 80% OF CUSTOMERS WILL CONSIDER SWITCHING RETAILERS IF THEY GET A POOR DELIVERY EXPERIENCE

‣ 66% OF CUSTOMERS WILL CONSIDER SWITCHING RETAILERS IF THEY GET A POOR CLICK & COLLECT EXPERIENCE

Source: 1 &2 JDA and Centiro, “Customer Pulse Report UK 2016” conducted by YouGov, June 20, 2016

RAISING THE BAR

INTERNET OF THINGS IS COMING‣ TODAY THERE ARE 22.9B INTERNET

CONNECTED DEVICES - BY 2020 THERE WILL BE OVER 50B

‣ THE ABILITY FOR DEVICES TO INTERACT WITH EACH OTHER, AND WITH RETAILERS OPENS UP INCREDIBLE OPPORTUNITIES

‣ AUTOMATIC REPLENISHMENT AND DIAGNOSIS COULD SIGNIFICANTLY ENHANCE CONVENIENCE AND CUSTOMER EXPERIENCE, ALLOWING BRANDS TO DIFFERENTIATE

Source: Hotel New Resource by Statista

RAISING THE BAR

CONVERSATIONAL COMMERCE AND AI‣ MESSAGING APPS HAVE

OVERTAKEN SOCIAL NETWORKS AS THE PRIMARY ONLINE COMMUNICATION METHOD

‣ COMPANIES ARE TRIALLING THE USE OF CHATBOTS AS A WAY TO DELIVER BETTER CUSTOMER SERVICE AND EXPERIENCE

‣ CHRIS MESSINA, PREDICTS THAT 2016 WILL SEE THE BEGINNING OF CONVERSATIONAL COMMERCE AS A MAJOR TREND

RAISING THE BAR

PERSONALISATION & INTELLIGENT AGENTS‣ CUSTOMERS WANT PERSONALISED

EXPERIENCES THAT MAKE THEIR LIVES EASIER

‣ THEY ALSO WANT PRODUCTS THAT ARE PERSONALISED TO THEM

‣ INCREASINGLY, RETAILERS WILL HAVE TO PROACTIVELY DELIVER VALUE TO CUSTOMERS, BASED ON DEEP UNDERSTANDING OF CUSTOMER BEHAVIOUR

‣ THIS IS ANOTHER POINT OF DIFFERENTIATION, ONE THAT WE’RE ONLY BEGINNING TO SCRATCH THE SURFACE OF…

Q&A

THANK YOU