The New-Era Digital Store: Expectations, Insights and Consumer Individuality

Confidential and Proprietary Information

The New Era Digital Store: !Expectations, Insights and Consumer Individuality

featuring


Jason WallisChief Technology Officer, Mozu

Adam serves eBusiness & Channel Strategy Professionals. His research focuses on eBusiness strategy, technologies, solutions and operations, including eCommerce platforms, mobile commerce and in-store commerce technologies.

Adam SilvermanPrincipal Analyst, Forrester Research

Jason Wallis, CTO, brings almost 20 years of experience to Mozu and is responsible for driving the next generation of the commerce platform.

The New Era Digital Store: Expectations, Insights and Customer Individuality Adam Silverman, Principal Analyst

July 28th, 2015

@AdamKSilverman

© 2015 Forrester Research, Inc. Reproduction Prohibited 5

“The pace of change is accelerating faster than anticipated a year ago.”

Blake Nordstrom, President of Nordstrom

April 2014


Mobile connects us wherever we go

Base: 38,146 US online adults (18+) who personally use a smartphone to go online *Base: 23,511 US online adults (18+) who personally use a tablet to go online Source: Forrester’s North American Consumer Technographics® Online Benchmark Survey (Part 1), 2014


Mobile connects us wherever we go

Base: 38,146 US online adults (18+) who personally use a smartphone to go online *Base: 23,511 US online adults (18+) who personally use a tablet to go online Source: Forrester’s North American Consumer Technographics® Online Benchmark Survey (Part 1), 2014


Agenda

›  The Emergence Of The Connected Customer › How Digital Technology Creates

Opportunities In Retail › Recommendations


Where the transaction occurs is irrelevant


of store sales are influenced online

52%

Sources: Forrester Research US Cross-Channel Retail Sales Forecast: 2014 To 2018, The State of Retailing Online 2015. Base: 41 retailers. media.pathfinder.gr/cman_img_f/9549445219531437587.jpg

98% of guests shop digitally

Source: http://www.mytotalretail.com/article/inside-targets-digital-revolution/

© 2015 Forrester Research, Inc. Reproduction Prohibited

73% - expect to click and collect 86% - expect to return online orders in the store 89% - expect to view the in-store inventory of products online

Customers have high expectations when it comes to channel integration

A commissioned Forrester study with Purolator, May 2014


won’t buy in-store 1/4

Source: North American Technographics Retail Survey 2013


In the PAST 3 MONTHS, have you used your cell phone for any of the following while shopping in a physical store

Source: North American Consumer Technographics Retail Survey, 2015 Base : N=4,328 US Online Adults 18+ (Weekly or more) who are cell phone users

Customers research product in-aisle


Digitally enabled associates add value

Forrester’s North American Consumer Technographics Retail Survey, 2014


In-store data capture has skyrocketed

Sources: RetailNext


of enterprise data in used for analytics

12% Only

Sources: Forrester’s “The Forrester Wave: Big Data hadoop Solutions, Q1 2014” report


45% of consumers have chosen, recommended, or paid more for a

brand that provides a personalized service or experience

Sources: Forrester’s North American Consumer Technographics Brand Compass Survey, Q3 2014


Personalization is coming to the retail store


Agenda

›  The Emergence Of The Connected Customer › How Digital Creates Opportunities

In Retail › Recommendations

Digital Technologies Create Opportunities In Retail By:


1. Enabling new insights


2. Optimizing profitability


3. Empowering employees


4. Improving service levels

Promises delivery two full

days quicker than before


Source: POPAI

82% make purchase

decisions in-aisle 5. Influencing sales


6. Bridging the physical with the digital


7. Personalizing the shopping experience


Four Key Barriers Hold Back Innovation


Poor store connectivity prevents modern retail apps from being effective

#1


Retail store systems are focused on record keeping and not engagement

#2


Existing systems can’t provide real-time data insights across all channels

#3


Retail teams are still siloed

#4

The Digital Store Platform Emerges


Agenda

›  The Emergence Of The Connected Customer › How Digital Creates Opportunities

In Retail › Recommendations


Your Roadmap To Building Your Future Retail Store:

1.  Expose inventory visibility 2.  Focus on the customer – align teams and create a single view 3.  Optimize customer and staff mobile experiences 4.  Prepare for real time data driven business – online & stores 5.  Find ecosystem partners & build new business models 6.  Build your digital store platform – centralize commerce and DX

forrester.com

Thank you

Adam Silverman 415.294.8177 [email protected] @AdamKSilverman


You can drown in the !Wave of Accelerating Change!

•  Mobile Adoption •  Inventory Visibility •  Blended Channels •  Mobile and In-store POS •  Social Trends •  Empowered Associates •  Multiple Platforms


Or you can ride it!!


Consumer Behavior Forever Changed with the Launch of the iPhone

1990s ECOMMERCE "IS BORN Early vendors "supplied the basics "of ecommerce: "listing products and accepting payments

2000s MOBILE RISES Mobile devices forced retailers to maintain both traditional and mobile-friendly sites

2010s MULTI-CHANNEL EXPLODES Proliferating sales channels require retailers to create a seamless experience both on- and offline

TODAY LIMITLESS COMMERCE Today’s business is truly omni-channel, requiring a modern platform that provides limitless extensions

2007 IPHONE ARRIVES The invention of the iPhone and rapid adoption of mobile devices transforms the world of online shopping


Mozu | The Cloud Commerce Platform

Connected Digital Experiences

•  Natively responsive and adaptive design •  Unmatched Site Speeds •  Personalization with customer segments •  Smart searching using SOLR •  Lookbooks and product clustering •  Streamlined checkout

Empowered Marketing Teams

•  Fully integrated CMS •  Drag and drop widgets •  Extensive promotions •  Site builder •  Order management •  Master catalog across sites •  Robust transaction and customer

reporting •  SEO optimized

Innovative Technology

•  Open API •  Unlimited dev sandboxes •  Open source SDKs •  True multi-tenant SaaS •  Hypr theme engine •  Custom widget development •  Application development •  Unmatched multi-layer security •  99.9% uptime guarantee •  App marketplace


Consistency Across Devicesü Consistent shopping across all devices is key

ü Shoppers want the ability to begin shopping on one device and end on another or in-store

ü Building, managing and maintaining separate sites for different devices is a thing of the past


Providing Convenience for Customers

ü 51% of customers used mobile to check in-store availability and 24% reserved a product for in-store pick-up

ü Retailers need to be transparent on inventory levels and communicate where customers can find them in-store

ü Empower sales associates in stores to aid in product discovery and decision making

ü 51% of customers use mobile to check in-store availability and 24% reserve a product for in-store pick-up

ü Retailers need to be transparent on inventory levels and communicate where customers can find them in-store

ü Retailers should empower sales associates in stores to aid in product discovery and decision making


Streamlined Content Management

MASTER CATALOG


Embrace Ecosystems of Change

In-store

Online

Optimize Profitability Unified digital experience Improve Service Faster time-to-market

Modern Technology Stack

Native Mobile

Responsive Theme

REST API

SaaS

Business Critical Applications

Commerce

Fulfillment

ERP

POS

Commerce solutions built on a flexible SaaS platform are setting a new standard for performance and innovation


CUSTOMER EXPERIENCE

Stores, Kiosks Call Centers

Mobile, Tablet, PC’s

COMMERCE MANAGEMENT

REST APIMulti-Tenant SaaS

MOZU DEV CENTER

Theme Development

Widget Development

APP DEVELOPMENT Native App

Integrations

Catalog

Reports

Customers Orders

Publish

Locations

Marketing Site Builder

SDKs Hyp

r The

me

Engin

e

Applications

Mozu Platform


Jelly Belly Experiences Sweet Growth

48

Challenges!•  Replace homegrown system •  Focus on expanding online sales •  One platform for B2C, B2B and consolidated

content sites WW

Solutions!•  Cost efficient SaaS platform •  Consistent experience across mobile •  Scale operations with master catalog •  Empower eBusiness team to quickly update

products, promotions and content

Results!•  Mobile revenue increased from 2% to 32% •  Record sales the week after launch •  Happy eBusiness team

“Migrating from our homegrown platform to Mozu has given Jelly Belly the power and agility to innovate.”

Brandon Finch—Director of eBusiness, Jelly Belly

+


Sigma Beauty. Beautiful eCommerce.

“We knew we needed an enterprise level platform that would accommodate our growing needs. That was the most important strategic decision. Going

into the project, we felt nervous but were confident in our partners”Annie Westman—Director of Strategy

+

Challenges!•  Engage a younger demographic •  Limited mobile experience •  Wanted to develop custom features

Solutions!•  Face Chart: Visual showcase of cosmetics on

virtual face •  Free gift with purchase: personalized and

segmented gifts with different purchases •  Dynamic pricing: unique catalogs and price lists

across customer segments •  Responsive mobile sites

Results!•  Unique experiences that disrupt the market •  Marketing is now empowered to create custom

digital experiences •  Consistent, engaging experiences across

devices including mobile

36% 42% 22% LIFT IN CONVERSION RATE INCREASE IN MOBILE SALES BOOST IN TIME ON SITE


Curious to see how a modern SaaS platform can transform your business?"

"Let us show you."

"Request a demo at mozu.com!

Date post:	13-Aug-2015
Category:	Technology
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