BEYOND COMMERCE IMPERATIVE: COMMERCE CROSSING BORDERS

Welcome to the Beyond Commerce Imperative WebinarThursday, 17 December 2015

08:30 IST | 11:00 SGT/HKT | 14:00 AEST

Expert Panelists: Chris Gava, EziBuy | Praveen Sengar, Dimension Data | Graham Jackson, SAP Hybris | Sandeep Mukherjee, SAP Hybris

Moderator: Nicholas Kontopoulos, SAP Hybris

Beyond Commerce Imperative: Commerce Crossing Borders

Global Head of Fast-Growth Markets, SAP Hybris

Nicholas Kontopoulos

The Reality of Digital Commerce

$661 billion 30%Global e-commerce will become a $661.66 billion market in 2017

Mobile commerce growing at 30% clip

Our Discussion Topics Today

Commerce Crossing Borders

2016 key trends

How to build a solid commerce strategy

What customers really want

Digital transformation journey

What are some of the best practices

And more …

CIO, EziBuy

Chris Gava

Technology Strategist | Director of Digital Practice, Dimension Data

Praveen Sengar

SVP, APJ & Greater China, SAP Hybris

Graham Jackson

Head of Customer Engagement & Commerce, India, SAP Hybris

Sandeep Mukherjee

Some housekeeping information before we start...

CHRIS, CAN YOU SHARE MORE ABOUT EZIBUY?

EziBuy was established in 1978 and began it’s business as a mail order catalogue apparel retailer with the first black and white hand drawn catalogue being launched in 1978.

In the early 1990s EziBuy expanded into the Australian market and in 1996 EziBuy expanded its Australian operation. EziBuy was acquired by Woolworths Limited in 2013.

EziBuy now produces around 40 catalogues each year – reaching 7.5 million in NZ and 11.5 million in Australia, per year. Today EziBuy processes approximately 1.75 million orders a year for both New Zealand and Australia.

WHAT IS EZIBUY STRATEGY TO OMNI-CHANNEL CUSTOMER

EXPERIENCE?

EziBuy launched its first Internet site in December 1998. In May 2015 we transitioned onto SAP Hybris and moved our Contact Centre agents on to the Hybris cockpit for CRM. This assists Ezibuy in providing a single view of our customer across all sales channels.

GRAHAM, ACROSS THIS REGION, WHAT ARE THE KEY BUSINESS TRENDS WHEN IT COMES TO

ADOPTING COMMERCE?

HOW WILL THESE TRENDS DEVELOP IN 2016?

PRAVEEN, WHAT ARE SOME OF THE KEY CHALLENGES

COMPANIES FACE WHEN IT COMES TO IMPLEMENTING

DIGITAL COMMERCE?

How to get it right? How to drive more transaction on

mobile?

What should be my social commerce

strategy?

How do I improve customer

experience?

How do I go global? Are other organisations

investing?

Other concerns?

Major Pitfalls of Digital Commerce Projects

Digital commerce is a one-time project

Invest and forget My partner will take care License software lives

forever The customer is the first to

know you are behind the competition

Digital commerce is a core part of company’s strategy

Plan in 3-5 year cycles and invest regularly

Inevest in your own talent Upgrade, upgrade,

upgrade Gather and monitor

customer feedback

vs.

WHAT OTHER KEY COMMERCE TRENDS SHOULD THE MARKET

EXPECT IN 2016?

Market Trends

Next day & rapid in-store pickup to finally become a reality

Personalise everything Mobile buying & marketing

will boom Gamification & fun Interactive/real-time

engagements Wow the customer

What’s HOT

Multi-channel shopping Social engagement Online loyalty programs Beacon technology Wearable technology Mobile payments

India's e-commerce market is expected to witness significant uptrend in the coming years & touch $200 billion in terms of

gross merchandise value (GMV)

WHAT ARE SOME OF THE E-COMMERCE TRENDS FOR INDIA

IN 2016?

Cross-border e-commerce in India is likely to grow by more

than 75% next year, mainly from US, UK and China.

SANDEEP, WHY DO YOU THINK IT IS? WHAT ATTRIBUTES TO

THAT TREND?

ON CROSS-BORDER COMMERCE, CHRIS, DOES

EZIBUY BUSINESS COVER THAT?

Effectively by servicing the two markets of Australia and New Zealand we have been supporting cross border purchasing since the 90’s. We also have several customers who purchase from other countries such as the UK, Tonga & Fiji.

WHAT DO YOU THINK THE TREND FOR AUSTRALIA & NZ

CUSTOMER WHEN IT COMES TO CROSS-BORDER COMMERCE?

“Customers want choice to shop across whatever channel makes them comfortable whether that is bricks and mortar, phone or online.” Chris Gava

Australians spent $17.9 billion on online retail in the 12 months to October 2015. This level is equivalent to 7.2% of spending at traditional bricks & mortar retailers. (NAB Retail Sales index)

Kiwis are far more likely to purchase on line and cross border with over 56% of the population shopping online regularly. (Nielsen, By Tony Boyte, Research Director, Media NZ)

LET’S TALK ABOUT CHINA…

CHINA IS NOW THE LARGEST E-COMMERCE MARKET IN THE WORLD!

On the recent Singles’ Day, $2bn in the first 17 minutes, overtook last year’s $9.3b in half the day,

and did 120,000 orders per second at peak.

China has also become cross-border haven, alongside US,

PayPal reports.

GRAHAM, WHAT ARE SOME THE KEY FACTORS CONTRIBUTING

TO THOSE?

WHAT ARE SOME OF THE AREAS ORGANISATIONS NEED TO

FOCUS TO SUPPORT CROSS-BORDER COMMERCE?

ARE COMPANIES IN INDIA GEARING UP TO IMPLEMENT COMMERCE STRATEGY THAT

WILL SUPPORT CROSS-BORDER COMMERCE?

HOW ABOUT SOUTH EAST ASIA WHEN IT COMES TO CROSS-

BORDER COMMERCE – MATURITY LEVEL &

OPPORTUNITY WISE?

> $1B

$171M-

$975M$100M-$171M

$1M-$100 M

Online Revenue

Top 15

Top 15-100

Top 145-500

IT Spending as Percentage of Revenue

18.67% to 0.50%

Top 100 -145

Asia Internet Retailer Top 500

$ 18.61 Billion Digital Commerce Opportunity in SEA

More than 360 million internet users with < 2% Digital Commerce Penetration

CHRIS, WHAT ARE SOME OF THE ADVICE TO ORGANISATIONS

WHO ARE LOOKING TO EMBARK ON DIGITAL TRANSFORMATION

JOURNEY?

“The proposition needs to be centered around the customer what they want and what they need. Go into it with the customer as the primary focus.” Chris Gava

HOW SHOULD IT LEADER AND LOB LEADER WORK TOGETHER

TO BUILD THE RIGHT COMMERCE STRATEGY?

“IT leaders need to be part of the business. The lines between IT, marketing and sales are blurred; working closely with your business partners on a common goal is essential.” Chris Gava

Q & A

THANK YOU!