Learn about the exhilarating future of the digital store with this presentation from Jason Wallis, CTO of Mozu, and guest speaker, Adam Silverman, Principal Analyst of Forrester Research.

1. Confidential and Proprietary Information
The New Era Digital Store: !
Expectations, Insights and Consumer Individuality
featuring

2. Confidential and Proprietary Information
Jason Wallis
Chief 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 Silverman
Principal 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.

4. The New Era Digital Store:
Expectations, Insights and
Customer Individuality
Adam Silverman, Principal Analyst
July 28th, 2015
@AdamKSilverman

5. © 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

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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

7. © 2015 Forrester Research, Inc. Reproduction Prohibited 7
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

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Agenda
› The Emergence Of The Connected
Customer
› How Digital Technology Creates
Opportunities In Retail
› Recommendations

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Where the transaction occurs is irrelevant

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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

11. 98%
of guests
shop digitally
Source: http://www.mytotalretail.com/article/inside-targets-digital-revolution/

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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

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won’t buy in-store
1/4
Source: North American Technographics Retail Survey 2013

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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

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Digitally enabled associates add value
Forrester’s North American Consumer Technographics Retail Survey, 2014

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In-store data capture has skyrocketed
Sources: RetailNext

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of enterprise data
in used for analytics
12%Only
Sources: Forrester’s “The Forrester Wave: Big Data hadoop Solutions, Q1 2014” report

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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

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Personalization is coming
to the retail store

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Agenda
› The Emergence Of The Connected
Customer
› How Digital Creates Opportunities
In Retail
› Recommendations

22. Digital Technologies Create
Opportunities In Retail By:

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1. Enabling new insights

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2. Optimizing profitability

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3. Empowering employees

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4. Improving service levels
Promises
delivery two full
days quicker
than before

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Source: POPAI
82%
make purchase
decisions in-aisle
5. Influencing sales

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6. Bridging the physical with the digital

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7. Personalizing the shopping experience

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Four Key Barriers Hold Back
Innovation

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Poor store connectivity prevents
modern retail apps from being effective
#1

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Retail store systems are focused on
record keeping and not engagement
#2

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Existing systems can’t provide real-
time data insights across all channels
#3

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Retail teams are still siloed
#4

35. The Digital Store Platform Emerges

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Agenda
› The Emergence Of The Connected
Customer
› How Digital Creates Opportunities
In Retail
› Recommendations

37. © 2015 Forrester Research, Inc. Reproduction Prohibited 37
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

38. forrester.com
Thank you
Adam Silverman
415.294.8177
asilverman@forrester.com
@AdamKSilverman

39. Confidential and Proprietary Information
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

40. Confidential and Proprietary Information
Or you can ride it!!

41. Confidential and Proprietary Information
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

42. Confidential and Proprietary Information
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

43. Confidential and Proprietary Information
Consistency Across Devices
ü 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

44. Confidential and Proprietary Information
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

45. Confidential and Proprietary Information
Streamlined Content Management
MASTER CATALOG

46. Confidential and Proprietary Information
Embrace Ecosystems of Change
In-store
Online
Optimize Profitability Unified digital experienceImprove 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

47. Confidential and Proprietary Information
CUSTOMER EXPERIENCE
Stores, Kiosks Call Centers
Mobile, Tablet, PC’s
COMMERCE MANAGEMENT
REST API
Multi-Tenant SaaS
MOZU DEV CENTER
Theme Development
Widget Development
APP DEVELOPMENT
Native App
Integrations
Catalog
Reports
Customers Orders
Publish
Locations
Marketing Site Builder
SDKs
HyprThemeEngine
Applications
Mozu Platform

48. Confidential and Proprietary Information
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
+

49. Confidential and Proprietary Information
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

50. Confidential and Proprietary Information
Curious to see how a modern SaaS platform can
transform your business?"
"
Let us show you."
"
Request a demo at mozu.com!