2. REVOLUTION IN SHOPPING
We are witnessing a major paradigm shift.
Early 1900s: Mass Since the 1950s: Global Early 2000s: Digital
production of goods transition from local merchants revolution of shopping.
revolutionizes shopping. to chains and brands.
3. DIGITALNESS IS EVERYWHERE
• Changes in infrastructure is changing
the way we think about commerce.
• Digitalness is ubiquitous and
interconnected.
• There is no more online vs. offline.
• Digital maturity is a competitive
advantage for any company.
4. TECHNOLOGY MAKES
COMPLEX THINGS EASY
• Technological development trends are changing
the face of commerce.
LOCAL CINEMA
• Technology is at the same time becoming both The great
blockbuster
more sophisticated and easier to use.
movie II 19:30
• Routines in work and leisure can be automated by Seat 1
Row 6
technological solutions.
• Fusion of hi-tech and enterprise means that tech
companies play a major role in developing the
value of their clients businesses.
5. SHOPPING IS
AN EXPERIENCE Wheeeeeee!
• The pace of life is getting faster,
information flows freely and we
Shopping Cart designed by John Caserta from The Noun Project
communicate in new ways.
• In this environment shopping is driven by
instant availability, customization
and know-how.
6. ENTER AGILE COMMERCE
”Commerce is not just about shoes and cosmetics, it’s
anything that’s transactional”.
Customers are multitasking between several touch
points. The backend for this brand experience is the
agile e-commerce platform.
Package designed by Hakan Yalcin from The Noun Project
Forrester Research: eBusiness leaders will optimize
ADD TO BASKET
their people, processes, and technology to serve today’s
empowered, ever-connected customers across a rapidly
evolving set of customer touchpoints.
7. CUSTOMER
TOUCHPOINTS
• Traditional touchpoints:
Stores, phone services, websites
• Emerging touchpoints:
Social media, mobile sites and apps,
smart televisions. McDonald’s drives brand engagement by
inserting nutritional information with QR
• Non-online touchpoints with web content: codes in food packaging.
Augmented reality, QR codes in magazines and http://bit.ly/mcdonalds-qr
bus stops.
8. MOBILE HAS CHANGED
EVERYTHING
• New smart mobile devices such as smartphones and tablets have emerged. 2012
• Smartphones will replace the computer as the digital hub.
• Mobile web adoption is happening eight times faster
than the adoption of the traditional web
100 %
in the 1990s. growth
2011
The average rise of mobile device usage from
October 2011 to October 2012 on the 5 most popular
e-commerce sites powered by Anders Inno.
9. Hi there! Would you
THE FUTURE OF COMMERCE like to try our new
Cheese Sub for £2,50?
IS MOBILE-DRIVEN
• M-commerce is raising fast, expected growth of 500 %
until 2016.
• Technologies driving m-commerce are NFC, location-
Store designed by Edward Boatman from The Noun Project
based marketing and QR codes.
Why yes I
• Integrating mobile web, e-payments and social media would!
is the Next Big Thing.
• Social-local-mobile (SoLoMo) is the next cutting edge
Subway (UK) sends MMS-based
move for digital businesses. SoLoMo allows targeting
discount coupons to clients near a
ideal market segments and engaging customers. specific diner.
http://bit.ly/subway-uk-mms
10. FROM STORE TO SHOWROOM
• A large portion of retail space will
disappear and be virtualized.
• Stores are transforming into
showrooms with touchable screens,
QR codes etc.
• Stores have also other uses: customer
can place orders online and pick up
Adidas’ adiVERSE Virtual Footwear Wall.
the products from the store.
http://bit.ly/adiverse-youtube
11. INNOVATIVE SHOWROOM
Photo by Danny Choo: www.flickr.com/dannychoo
• Experiments are being done with augmented in-store concepts.
• Mobile devices are used to shop for products using NFC and QR codes
12. ERA OF THE
NEW CONSUMER
We are entering the era of consumer self-
realization. Personalization, unlimited
selection, novelty and instant availability.
Consumers do not want to adapt to society’s
rhythm but instead want new technologies to
serve their own rhythm.
13. BLENDING OF INDIVIDUAL
AND SOCIAL
• Consumers are active, individual and social at the
same time.
• Opinions on brands are formed together with
other people.
• Customer we, instead of Customer I.
• A company’s success depends on understanding
the human perspective.
14. THE ECOSYSTEM CREATES
THE EXPERIENCE
• The shopping experience is created by the
whole ecosystem.
• The ecosystem includes shopping services,
branded apps, payment methods, logistics.
• Completing one single customer promise
requires the co-operation and commitment of
several individual players.
15. THE POTENTIAL OF
SEMANTIC METADATA
• We are seeing the rise of semantic metadata and interconnected APIs.
• People will be able to buy things whenever they see them.
• This would not be possible without a larger ecosystem.
16. BUILDING LOYALTY IN THE
DIGITAL ERA
• In the new era of abundance audiences are
easy to reach but harder to connect with. So, umm, how are you
really feeling today
• Companies need to know their customers
fellas? Everything good?
Group designed by Amar Chadgar from The Noun Project
and their wants.
• This is a complex problem.
17. UNDERSTANDING
CUSTOMERS
• Customers make purchases which make them happy.
Celebration designed by Scott Lewis from The Noun Project
• Customer information is gained through web analytics, location
based technology, social media and other metadata.
• Understand the way people search products, purchase them
and talk about them.
