1Confidential © Copyright 2016 Avanade Inc. All Rights Reserved.
DRIVING RETAIL
TRANSFORMATION
Laura Malcolm – Digital Lead, Avanade UK
Amir Dehnad – Digital Marketing Lead
2Confidential © Copyright 2016 Avanade Inc. All Rights Reserved.
DIGITAL DISRUPTION IS NO LONGER COMING.
IT’S HERE.
DIGITAL AGEThe need for change is essential to the digital age
4
As our world becomes more digitised,
the pace of change is accelerating.
Organisations that don’t take the time
to rethink or unlearn old habits may
soon find themselves left behind.
To survive, and thrive, companies must
rethink business models, employee
and customer relationships, risks,
partnerships and more.
DIGITAL DISRUPTION FACTORSNew digital technologies & evolving customer expectations
Seamless
omnichannel
Convergence of marketing,
sales and service messages
DIGITAL MARKETING
CAMPAIGN MANAGEMENT
+
Known & anonymous
customers
Personalised experience
expectations
New triggers that identify important
events or Moments of Truth
Social
media
Mobile technology with apps
and geolocation capability
Internet
of things
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DIGITAL IN RETAILOur Point of View
Digital Customer“Know your customer and serve them in ways they expect and ways you’ve never imagined”
Digital Workplace
“Establish a digital culture that
promotes engagement and
informed actions across
workforces to achieve more”
Strategies
Success in the digital age depend on retailers
connecting
Customer, Employee, and Operations
together
Digital Retail Operations“Provide seamless and agile operations to enable
digital retail across customers and workplace.”
ORGANISATIONAL PRIORITIES ARE DIVERSE
SPEED
QUALIFIED LEADS
81% of organisations say providing a personalised
customer experience is a top three priority. 38% say it’s #1 DIGITALPERSONALISATION
60% of consumers change their customer contact channel
based on where they are and what they’re doing
While B2B marketers say lead generation is their #1 goal,
79% of leads never convert into sales
A two-second delay in load time during an e-commerce
transaction results in abandonment rates of up to 87%
SEAMLESS MULTICHANNEL EXPERIENCES
Sources: Avanade, NewVoiceMedia, Content Marketing Institute, MarketingSherpa, LivePerson9
8
FULLY UNLEASHING SITECORE’S ROBUST CAPABILITIES REQUIRES A DEEP KNOW-HOW AND A
STRATEGIC APPROACH TO ENSURE LONG-TERM SUCCESS.
ENHANCED PERSONALISATION
INTEGRATEDCROSS-CHANNEL
EXPERIENCES
POWERFUL PREDICTIVE
ANALYTICS AND INSIGHTS
SITECORE RESPONDS WITH POWERFUL CAPABILITIES
MARKETING-OWNED CAPABILITIES
9
AVANADE TAKES A STRATEGIC APPROACH
Developing priority
consumer journeys and
desired consumer
segments to identify priority
channels and touchpoints.
content needs, information
accessibility and gaps
across all platforms
CUSTOMER EXPERIENCE
Define the enterprise
messaging, information
management and
operational processes
required to ensure
consistent and connected
experience across
platforms
PROCESS AND GOVERNANCE
Employing analysis and
performance measures to
identify key areas of focus
for improvement and
replication
MEASUREMENT
Define the project’s goals
and objectives, and create
a holistic strategy to ensure
leveraging of key Sitecore
capabilities
DESIGN-LED STRATEGY
ORGANISATIONAL GOALS FORM THE FOUNDATIONS
MANAGED SERVICES
AND DEVELOPMENT
Efficient, secure and
reliable delivery of
digital marketing and
application experiences
CUSTOMER
EXPERIENCE
Connecting and
servicing the digital
customer in a B2C or
B2B categories
Unleashing productivity
and collaboration
through a cohesive and
connected workplace
tools
CUSTOMER RELATIONSHIP MANAGEMENT
A holistic,
comprehensive view of
customer behaviors and
preferences that power
their experience
EMPLOYEE
EXPERIENCE
10
DRIVE INNOVATION
AND TIME TO MARKET
IMPROVE
EXPERIENCE AND
REVENUEBUILD LOYALTY AND RETENTION
INCREASE
PRODUCTIVITY AND
EFFICIENCY
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DETAILED STRATEGIC ROADMAPS, WORK PLANS
AND RESOURCE REQUIREMENTS
STRATEGIC PLANNING AND PRIORITISATION WITH
TANGIBLE & ACTIONABLES STEPS
GOAL PRIORITISATION
& VISION CREATION
WORKSHOP & ROADMAP
DEVELOPMENT
PROJECT PLANNING &
IMPLEMENTATION
GETTING STARTED WITH ADVISORY
MANAGED DELIVERY SERVICES
BRINGING THE VISION TO LIFE
Omnichannel Experience
Unified Commerce
Microsoft Dynamics AX
THE OMNICHANNEL RETAILER
Electronics retailer unified commerce platformSeamless integration of processes and data between online and offline channels helps electronics retailer deliver exceptional service levels that differentiate it from its competition. Sitecore
Avanade Delivered
Microsoft Dynamics CRM
DIGITAL ACCELERATOR DAY
Let us show you how Avanade can take you
through your digital transformation journey
SITECORESAFARI
Exploit personalisation, targeting, social
integration and commerce capabilities of
new CDP platform
DEEPEN CUSTOMER
INSIGHT
Run qualitative research sessions with
both installers and consumers to better
understand their needs and align with
overall strategy
SO WHAT’S NEXT?
ESTABLISH AN ANALYTICS FOUNDATION
Connect and expand disparate measurement activities to
provide a more holistic, multichannel customer view