DHL – Excellence. Simply Delivered.

May 4th 2017

DHL Innovation Center

TORSTEN RETKOWIETZBusiness Development Manager Cisco

DIRK VONTENManaging Director WeShop One.

Managing Customer

Experience @ PoS:

Vision or Mission?

Torsten Retkowietz, Business Development Manager Retail, Cisco

Dirk Vonten, Managing Partner, WeShop.one

DHL Omnichannel Day, Troisdorf, 4th May.2017

Our topic of today

How can stationaryRetailers survive in a digital world?

Our topic of today

How can stationaryRetailers survive in a digital world?

And what is the impact forLogistics?

How can stationary Retailers survive in a digital world?

Trends and Facts from our Research

Customer Experience Management:

The (digital) must for stationary retailers!

Our Solutions

3 things are nailed down

Digitalization opens up new opportunities

The 4 new P’s for Retail…Increased

sharing of data

by consumers

enables

New algorithms

create foresight

in real time

Big Data from

multiple sensors

converge on a

single

PLATFORM

enabling

connected things (2020)

will tell us

‘what is happening and why’

Precision

Process

automation

Personalization

Prediction

THERE IS A HUGE BACKLOG BECAUSE MOST RETAILERS ARE STILL ALLERGIC TO DIGITIZATION.

Prof. Dr. rer. pol. Gerrit Heinemann(Hochschule Niederrhein, Februar 2017)

In the retail world things have changed…

#7Hospitality &

Travel #8CPG &

Manufacturing

#9Healthcare

#10Utilities

#11Oil & Gas

#12Pharmaceuticals

#1Technology

Products & Services`

#2Media &

Entertainment

#3Retail

#4Financial Services

#5Telecommunications

#6Education

© 2015 Global Center for Digital Business Transformation. All rights reserved.

The retail segment is especially targeted bydigital disruption!

Quelle: Cisco Consulting Services, Januar 2015

Product research

Purchase

Transfer

Product support

Pre Internet3Options

Looking around

in the shop

Printmedia

and radio/TVCataloge

Open checkouts Payment

In-storeDelivery to

home

Workers In-

storeCallcenter

Omnichannel / IoT800+

Options

(further growing)

Store

Both

Non Store

Looking around

in the shop

Printmedia and

radio/TV

Retailers

website

Open checkouts PC-Payment

In-storeDelivery to

home

Workers In-

storeOnline-ChatE-MailCallcenter

Mobile

Retailer-App

Web-

search

Digital

Signage

SB-checkout Pay per Mobil

Delivery to Car Drive-Thru Locker

Interactive

kiosk

Mobile Retailer-

AppLive-Video

Digital Disruption in Retail Exponential growth of shopping options

The new core discipline for Retailers

Customer Experience Management:

Sustainable shopping

experiences across all

channels, everyday!

sridesik@cisco.com

How important is the Customer Experience?

Contact srrivatsan desikan sridesik@cisco.com for questions

In

2016 89%66%In

2013

Of companies will compete based on customer

experience (up from 36% in 2012)**

*Accenture 2013 Global Consumer Pulse Survey (13,168 consumers in 33 countries )

**Gartner Survey Finds Importance of Customer Experience is on the Rise; Marketing is on the Hook, Jake Sorofman, Laura McLel lan, Sep 2014

Companies

14© 2015 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Consumers

Switched brands due to

poor customer experience*

In the past

„more turnover per square meter“ was

the key success factor.

Nowadays

„more experiences per square meter“

is the key to success.

How important is the shopping experience?

Source: Deloitte Consulting 2016

How does a better shopping experience look like?

MOST CUSTOMERS DON’T WANT TO BE “WOWED”, THEY WANT AN EFFORTLESS EXPERIENCE.

Matthew Dixon(US-Bestselling Author and Retail Guru)

How does a better shopping experiencelook like?

71%

66%59%

66%

40% of Germans find Shopping in stationary retail is an awfulplight. (They even prefer washing the dishes!)

Difficulties to compare products

Long waiting lines at the checkouts

Irrelevant advertising

Difficulties to find products

Source: Deloitte Consulting 2016

Reality Check: Status Quo Shopping Experience

What Do Customers Want?

Consistent Information across all

Channels

Effortless Service Experience at

every touchpoint

How Can You Deliver?

EnhanceInstore Experience:

More orientation, more information, more

inspiration, more emotions

Createan Omni-channel Experience with the best

from On- and Offline

Personalized Attention to Their Specific

Needs

PredictCustomer Behavior using Analytics &

Insight

How does a better shopping experiencelooks like? Summary

The changing consumerbehaviour and technicalinnovations define the basefor new digital shoppingexperiences.

The WeShop concept stores are state-of-the art and hit the spirit of our time.

Since 2014 they’ve attracted Retailers and Brands from different categories and

industries.

The WeShop shopping experiences

Since 2014 we have learned a lot.

In result ePoS, an open software standard platformhas been developed by Cisco and WeShop.one.

ePoS allows thedigitale transformation and omnichannel retail for retailersof different sizes.

Source:http://etailment.de/news/stories/Finanzen-Billiges-Geld-und-teure-Pleiten-

20318?utm_source=%2Fmeta%2Fnewsletter%2Flongread&utm_medium=newsletter&utm_campaign=nl387&utm_term=f3e368d04ec3f765654dda0f3bb27552

Why do we need a software standard?

Stephan Ortolf (Director Retail Customers DZ Bank)

Right now all stationary retailers work on a similar idea: the intelligent connection ofonline and offline. Every single one of ourcustomers says that it is incredibly complex andcostly. They would need the best programmersin the world. But usually not many have theluck or resources to hire those.

An open standard for the

digital transformation in

retail

A modular software

plattform, easy to integrate

to existing system setups

and with open interfaces

The basic foundation for the

digital PoS

The Operation System

for omnichannel retail

ePoS is:

What is ePoS?

ePoS Platform: Features and Benefits

Connects existing IT backend and frontend systems of the retailer

Standardizes and connects product and customer data from different

sources in all sales channels (online, mobile, stationary)

Utilizes dynamically data to enhance customer interaction at every

touchpoint in all sales channels at every sales stage.

Generates in enriches shopper insights in stationary retail analogue to

online cookies on websites.

Experience ePoS Usecaseslive in the WeShop Showrooms in Munich orFrankfurt.

WeShop Movie 2 Minutes

Thanks for your attention so far....

ePoS solutions integrates with logistics tosupport customer experience

Less stock in stores (Showrooming)

Purchase in store, but shipments from warehouse to

customer home

More delivery options in store

Ship to home, office or car instead of direct take-away

Increased Click and Collect usage

Punctual and time critical deliveries from warehouse into stores

Enriched Prediction

Algorithms and sensors enables better future logistic requirements

Managing Customer Experience @ PoS

Vision and Mission, everyday!Challenge and Chance for Logistics, everyday!

Thanks a lot for your attention!

Have a good trip home!