1Confidential © Copyright 2016 Avanade Inc. All Rights Reserved.

DRIVING RETAIL

TRANSFORMATION

Laura Malcolm – Digital Lead, Avanade UK

Amir Dehnad – Digital Marketing Lead

2Confidential © Copyright 2016 Avanade Inc. All Rights Reserved.

DIGITAL DISRUPTION IS NO LONGER COMING.

IT’S HERE.

DIGITAL AGEThe need for change is essential to the digital age

4

As our world becomes more digitised,

the pace of change is accelerating.

Organisations that don’t take the time

to rethink or unlearn old habits may

soon find themselves left behind.

To survive, and thrive, companies must

rethink business models, employee

and customer relationships, risks,

partnerships and more.

DIGITAL DISRUPTION FACTORSNew digital technologies & evolving customer expectations

Seamless

omnichannel

Convergence of marketing,

sales and service messages

DIGITAL MARKETING

CAMPAIGN MANAGEMENT

+

Known & anonymous

customers

Personalised experience

expectations

New triggers that identify important

events or Moments of Truth

Social

media

Mobile technology with apps

and geolocation capability

Internet

of things

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DIGITAL IN RETAILOur Point of View

Digital Customer“Know your customer and serve them in ways they expect and ways you’ve never imagined”

Digital Workplace

“Establish a digital culture that

promotes engagement and

informed actions across

workforces to achieve more”

Strategies

Success in the digital age depend on retailers

connecting

Customer, Employee, and Operations

together

Digital Retail Operations“Provide seamless and agile operations to enable

digital retail across customers and workplace.”

ORGANISATIONAL PRIORITIES ARE DIVERSE

SPEED

QUALIFIED LEADS

81% of organisations say providing a personalised

customer experience is a top three priority. 38% say it’s #1 DIGITALPERSONALISATION

60% of consumers change their customer contact channel

based on where they are and what they’re doing

While B2B marketers say lead generation is their #1 goal,

79% of leads never convert into sales

A two-second delay in load time during an e-commerce

transaction results in abandonment rates of up to 87%

SEAMLESS MULTICHANNEL EXPERIENCES

Sources: Avanade, NewVoiceMedia, Content Marketing Institute, MarketingSherpa, LivePerson9

8

FULLY UNLEASHING SITECORE’S ROBUST CAPABILITIES REQUIRES A DEEP KNOW-HOW AND A

STRATEGIC APPROACH TO ENSURE LONG-TERM SUCCESS.

ENHANCED PERSONALISATION

INTEGRATEDCROSS-CHANNEL

EXPERIENCES

POWERFUL PREDICTIVE

ANALYTICS AND INSIGHTS

SITECORE RESPONDS WITH POWERFUL CAPABILITIES

MARKETING-OWNED CAPABILITIES

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AVANADE TAKES A STRATEGIC APPROACH

Developing priority

consumer journeys and

desired consumer

segments to identify priority

channels and touchpoints.

content needs, information

accessibility and gaps

across all platforms

CUSTOMER EXPERIENCE

Define the enterprise

messaging, information

management and

operational processes

required to ensure

consistent and connected

experience across

platforms

PROCESS AND GOVERNANCE

Employing analysis and

performance measures to

identify key areas of focus

for improvement and

replication

MEASUREMENT

Define the project’s goals

and objectives, and create

a holistic strategy to ensure

leveraging of key Sitecore

capabilities

DESIGN-LED STRATEGY

ORGANISATIONAL GOALS FORM THE FOUNDATIONS

MANAGED SERVICES

AND DEVELOPMENT

Efficient, secure and

reliable delivery of

digital marketing and

application experiences

CUSTOMER

EXPERIENCE

Connecting and

servicing the digital

customer in a B2C or

B2B categories

Unleashing productivity

and collaboration

through a cohesive and

connected workplace

tools

CUSTOMER RELATIONSHIP MANAGEMENT

A holistic,

comprehensive view of

customer behaviors and

preferences that power

their experience

EMPLOYEE

EXPERIENCE

10

DRIVE INNOVATION

AND TIME TO MARKET

IMPROVE

EXPERIENCE AND

REVENUEBUILD LOYALTY AND RETENTION

INCREASE

PRODUCTIVITY AND

EFFICIENCY

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DETAILED STRATEGIC ROADMAPS, WORK PLANS

AND RESOURCE REQUIREMENTS

STRATEGIC PLANNING AND PRIORITISATION WITH

TANGIBLE & ACTIONABLES STEPS

GOAL PRIORITISATION

& VISION CREATION

WORKSHOP & ROADMAP

DEVELOPMENT

PROJECT PLANNING &

IMPLEMENTATION

GETTING STARTED WITH ADVISORY

MANAGED DELIVERY SERVICES

BRINGING THE VISION TO LIFE

Omnichannel Experience

Unified Commerce

Microsoft Dynamics AX

THE OMNICHANNEL RETAILER

Electronics retailer unified commerce platformSeamless integration of processes and data between online and offline channels helps electronics retailer deliver exceptional service levels that differentiate it from its competition. Sitecore

Avanade Delivered

Microsoft Dynamics CRM

DIGITAL ACCELERATOR DAY

Let us show you how Avanade can take you

through your digital transformation journey

SITECORESAFARI

Exploit personalisation, targeting, social

integration and commerce capabilities of

new CDP platform

DEEPEN CUSTOMER

INSIGHT

Run qualitative research sessions with

both installers and consumers to better

understand their needs and align with

overall strategy

SO WHAT’S NEXT?

ESTABLISH AN ANALYTICS FOUNDATION

Connect and expand disparate measurement activities to

provide a more holistic, multichannel customer view