Transforming the Customer Experience AWS Summit …aws-de-media.s3.amazonaws.com/images/Enterprise Summit... · Transforming the Customer Experience AWS Summit 2015 Reinhard Rabenstein

Transforming the Customer ExperienceAWS Summit 2015

Reinhard RabensteinChief Technology Officer & Chief Marketing Officer

Wincor Nixdorf International GmbH

Member of the Executive Board

March 24th, 2015

TRANSFORMING THE CUSTOMER EXPERIENCE | March 2015 | Reinhard Rabenstein|Strictly Confidential

© Wincor Nixdorf International GmbH

Blue chip customers

Corporate profile

Worldwide presence in over 130 countries;(with own legal entities in 42 of them)

Net sales: EUR 2.5 billion (FY 12/13), 77% of this outside Germany

EBITA: EUR 132 million (FY 12/13)

Main production sites: Germany and China

~ 9,000 employees

Customer-driven company culture

Deep customer knowledge and partnership

Local management

Flat hierarchy, clear and flexible structures

Performance-driven entrepreneurial spirit

Management and employees are shareholders

Wincor Nixdorf at a glance

TRANSFORMING THE CUSTOMER EXPERIENCE | MARCH 2015 | REINHARD RABENSTEIN|STRICTLY CONFIDENTIAL


Developing customers for decades … … and continuously winning new customers

Banking ranked by Tier1cap and total assets, Retail ranked byrevenue, Source: Thomson Financial, Eagle Traders,BanksDaily, Deloitte

Blue chips:

Banking 25 out of the top 25 banks in Europe 21 out of the top 25 banks in the World

Retail 22 out of the top 25 retailers in Europe 15 out of the top 25 retailers in the World

Outstanding customer base

Examples


http://www.hannaford.com/index.html

http://www.hannaford.com/index.html

http://www.kingfischer.de/startseite.html

http://www.kingfischer.de/startseite.html


Innovation: New ideas come from new points of view.The result is innovation for tomorrow as well as today

Innovation High level of R&D investment : EUR 99 million

Employees in R&D: around 750

Patents > 1,429

Worldwide internal and external development networks

Customers| Partnerships| Research institutes| New technologies



Industry trends and innovations …

Multitouch interfaces

Convergence of retail and banking

Optimized cash handling Real omni-channel / multi-channel

NextGen ATM`s and Kiosk experience

… in the retail & banking industry

… in the end user environment

Social media influenceNew payment modelsEverything: anytime, anywhere



As access barriers havedecreased, customersvalue self-determinedusage of IT solutions

»

Sources: United Nations Cyberschoolbus, http://www.un.org/cyberschoolbusInnovacion Progreso; CLA@B; Mercantil ; Asobancaria 2011

35 days

1

3

4

4

5

12

13

18

28

46

50

0 10 20 30 40 50 60

Angry Birds App

Twitter

Facebook

YouTube

Internet

Pay Pal Accounts

Cell Phone

Television

ATM

Credit Cards

Electricity

Telephone

Years until 50 million users

Using IT in everyday life today comes quite naturally


http://www.un.org/cyberschoolbus


Commonwealth Bank AustraliaReal-Time Relationship Value

PROJECT SCOPE Implement new solution concept designed to help in redefining the customer

experience

Provide new interactive possibilities for retailers to engage with customers

during the sales process (Enhancing face-to-face interaction )

Empower organizations to go beyond a simple transaction, using consumer-

friendly applications and a human-centric interface

BENEFITS & RESULTS The future of point-of-sale (POS) payments, powered by a new software

platform, applications, and a new omni-commerce device will redefine the

POS experience for businesses and consumers

Significant investment in breakthrough design and engineering that address

the complex security needs of POS while unleashing opportunity afforded by

tablets and industry-standard platforms to deliver new innovations to

consumers.

Every aspect of the customer interaction is being transformed by social,

mobile and online technologies

CHALLENGES / SUMMARY Need to redefine the customer experience by implementing a new concept for

customer interaction and raise the bar for customer service



CBA-StrategyConvergence: Generating more Revenue through Business App‘s

Legacy Backend Systems

Accounts Risk Mgmt. CRM EMS …

…

Multichannel Network

ATM BranchInternet Mobile Call Center

Retail-Banking

Self Svc. Teller Ops Security

DirectMarketing

Mobile Banking

…

Merchant Acquiring

Issuing Acquiring Risk Mgmt.

Payment Processing

Settlement …

Marketplace (App`s)

B R H P S W

…

EFT/POS Network



Weltweit erstes Tablet für Payments und Business App`s

SDKs allow access to the device...

7” display

Gorilla Glass

NFC Reader

Smart Card Reader

Android 4.0 OS (hardened)

Wi-Fi / Bluetooth / 3G connectivity

GPS

8MP Camera

Power jack

Micro USB host connection

Magnetic Strip Reader

Touch Screen (inc. pin entry)



BUT, this is not enough.



We arenot justselling a smart tablet…



…we are building amerchantecosystem.



Global App-Marketplace



To provide a collaborative environment linking Digital Entrepreneurs, Developers, Merchants, Acquirers and Retailers together.

To provide Merchants with a competitive range of ‘best of breed’ Apps & Services that help them grow and manage their business.

To provide Retailers and Acquiring Banks with an End to End Solution that enables them to offer value add services

Enable Merchants to easily configure and manage their Devices.

Vision



Retail Hospitality Lodging Cash Agents Banking

Postal Taxi Cinema TD

TP.app Seating Returns DCC Pick-Up

Cash Cards Paypal ugo Biometric

Merchant Payback Voucher Brand Games

Info DB Log In Search Security Supervisor

Monitoring Sales Customers Efficiency Info Cons.

End of Day Salesforce Quickbooks SAP Netsuite

Camera QR NFC Scan BT LE

Open Table

Delivery

POS functionality

Customer satisfaction

Loyalty

Flexibility

Transparency

Security

Cost of POS

Collaboration

Easily adaptable industry solutions

New ways of collaboration

Increased flexibility

New & alternative payment methods

Redefining loyalty solutions

Fast learning for sales assistants

E2E transparency

Easy Close- of-day procedures

Future proof technology

Aevi Marketplace



App Development Lifecycle

Development Vetting

B

U

S

I

N

E

S

S

T

E

C

H

N

I

C

A

L

S

E

C

U

R

I

T

Y

Albert SDK

Aevi Marketplace Skinning DistributionCommunity



Client and delivery managementThe fundamental elements of our service operations

Customer Site

Local/Global Service Delivery

Global Service Delivery

Global Field Services

Global Customer Care Center

Global IT Operations

Global Solution Management

Center

Global Cash Management

Center

Client Management

Service and Delivery Management

Global LogisticsCenter

Customer


GIO+

Internet

FirewallsHosting

Facilities

Geo DNS

Load

Balancing

Server

Instances

(Virtual /

Physical)

Storage

Online /

Offline

Application

Load

BalancingMonitoring

Infrastructure as a Service (IaaS)

Internet

POP

GIO+

Internal

Networks

Intrusion

Detection

Managed

OSAdvanced

MonitoringLogging

Web

Application

Firewalls

Internal

Firewalls

Platform as a Service (PaaS)

GSMCOnline

Operations

Extended

Monitoring

Database

Operations

Web Application

Operations

Solutions as a Service (SaaS)

Batch

Operations

Scala

ble

Tenant 1 Tenant 2 Tenant…..

D. LEINEWEBER | NOV. 2012 |GLOBAL IT OPERATION| © WINCOR NIXDORF AG 18

Global Solution Management Center


Use cases AWS

SW DeveloperBanking/Retail

Laboratory

App DeveloperComunity

Store #2

CashStorage

Appliance

Additional StorageDR for small DC

Wincor

Nixdorf

DataCenter

Network

Computing

Storage

Network

Computing

Storage

Load Balancing

Database

http://www.dualtron.ie/wp-content/uploads/2013/12/Beetle-iPOS-Plus-Colour-Screen1.jpg

http://www.dualtron.ie/wp-content/uploads/2013/12/Beetle-iPOS-Plus-Colour-Screen1.jpg

http://clarusapex.com/en/news/software-developer-for-3-4-months/

http://clarusapex.com/en/news/software-developer-for-3-4-months/

http://thumbs.dreamstime.com/z/application-colorful-icons-black-background-stock-vector-34614561.jpg

http://thumbs.dreamstime.com/z/application-colorful-icons-black-background-stock-vector-34614561.jpg

© Wincor Nixdorf International GmbHD. LEINEWEBER | NOV. 2012 |GLOBAL IT OPERATION| © WINCOR NIXDORF AG 20

Web Hosting and payment services combined with AWS

WN own DC

AWS Cloud

Thanks for your attention!

Reinhard RabensteinMember of the Executive Board

CTO & CMO

Wincor Nixdorf International GmbHTRANSFORMING THE CUSTOMER EXPERIENCE | March 2015 | Reinhard Rabenstein|Strictly Confidential

Transforming the Customer Experience AWS Summit …aws-de-media.s3.amazonaws.com/images/Enterprise Summit... · Transforming the Customer Experience AWS Summit 2015 Reinhard Rabenstein

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