The Future of Omni-Channel Shopping Experience

Confidential // Neoris 1 Confidential // Do Not Reproduce without prior written permission from Neoris

David Bullock/NEORIS USA June 16, 2015

The Future of Omni-Channel Shopping ExperienceDigitizing the In-Store Experience

Confidential // Neoris 2

Who We Are

Fast Facts

Employees:

Founded:

Offices:

Headquarters:

Presence:

Over 3,500

2000

20

Miami, Florida USA

US, Latin America, Europe, Middle East, Africa and Asia

Longstanding leader in Latin American IT Services

CEMEX founded Neoris as a captive IT services company in 2000; Company was originated from Cemtec, the IT arm of CEMEX created in 1993

Large base of senior consultants with deep domain expertise

300+ clients – attractive, diversified client base; highest client satisfaction among SAP peer group (a)

First and only Latin American IT-founded consulting company to become a SAP Global Services Partner

Strong financial performance – external client revenue has grown at 28% CAGR from 2006 to 2012

Neoris is a global business and IT consulting firm. We establish lasting relationships with our clients, helping them improve performance throughout the different stages of their business. Our unique global delivery model, combined with cutting-edge IT services, allows us to innovate, build, deploy and operate business solutions that are both practical and visionary.


Where We Are Located

Monterrey, Mexico Buenos Aires, Argentina Bogota, Colombia Sao Paulo, Brazil Budapest, Hungary Madrid, Spain Manila, Philippines

Global PresenceSAP Centers Software Development CentersMonterrey, Mexico Culiacan, Mexico Buenos Aires, Argentina Rosario, Argentina Budapest, Hungary Madrid, Spain

Argentina (*)Brazil (*)Colombia (*)Chile (*)PeruVenezuelaMexico (*)

Trinidad & TobagoGuatemalaEl SalvadorUSA (*)CanadaSpain (*)Portugal

Hungary (*)PolandFranceUnited KingdomNetherlandsGermanyUnited Arab Emirates (*)

MoroccoEgyptOmanTurkeyQatarAustraliaPhilippines (*)

(*) Office locations


Overview of Neoris Services Provided

Business Consulting Technology Outsourcing

Enterprise Value Services Process Consulting Services Post Merger Integration Cloud Computing

SAPOracleEnterprise ArchitectureSoftware Engineering ServicesInformation Mgmt ServicesLearning Solution Services

Application Mgmt ServicesBPO ServicesInfrastructure Mgmt ServicesSoftware as a Service (SAAS)Software DevelopmentTesting ServicesContact Center Services


What is The Omni-Channel Experience


What is the Omni-Channel Experience

The omni-channel experience is a consistent,connected and personalized customer experiencewith a flexible order fulfillment model that supportsthe ability to buy from anywhere and fulfill fromeverywhere.



CONNECTEDContinued experience from

one channel to the next. Items added to cart online show up when customers gets on mobile phone and store rep is aware when customer is in the store

CONNECTEDContinued experience from

one channel to the next. Items added to cart online show up when customers gets on mobile phone and store rep is aware when customer is in the store

CONSISTENTConsistent price,

availability, product info and promotions as

customer engages with different channels

CONSISTENTConsistent price,

availability, product info and promotions as

customer engages with different channels

PERSONALIZEDPrice, promote and

recommend based on customer past and current

behaviors

PERSONALIZEDPrice, promote and

recommend based on customer past and current

behaviors



FLEXIBLE FULFILLMENT

Provide ability to buy online pickup in store, ship from store, ship from

distribution center, and deliver from store

FLEXIBLE FULFILLMENT

Provide ability to buy online pickup in store, ship from store, ship from

distribution center, and deliver from store


Key Components Required for Omni-Channel Experience

Key Omni-Channel Platforms and SolutionsKey Omni-Channel Platforms and Solutions

Customer and Workforce Engagement ChannelsCustomer and Workforce Engagement Channels

Single View of Customer

Single View of Customer

Enterprise Product Information Mgt

Enterprise Product Information Mgt

Enterprise Inventory Visibility

Enterprise Inventory Visibility

Ecommerce Platform

Ecommerce Platform Order ManagementOrder Management

ESBESB

Web Mobile In-Store Third PartyCustomer Care

API Layer for Customer and Workforce Channels


Example Omni-Channel Shopping Experience

NEORIS Improves the in-store shopping experience with digital signage, social shopping and beacons


Example Omni-Channel Shopping Experience

NEORIS Improves the in-store shopping experience with digital signage, social shopping and beacons


Key components for In-Store Shopping Experience



















In Store Analytics


Business Moments are the Key

For Customers

At home looking for carpet

Nearby the store

Entering the store

For Workforce

Meeting with customers

Looking for recommendations

Looking for related items

store


Business Moments for Customers

To give information, to give help, to give advice in moments of need is key to customer service and how to retain & attract new customers.

For Customers

At home looking for carpet

Nearby the store

Entering the store


Business Moments for Employees

Every day as new devices connect into the IoT, businesses have the opportunity to enter into new moments of opportunity & better serve

For Workforce

Customer Enters for Store

Assisting Customer with product

recommendations

Looking for related items

store


Services of a sourced Innovation engagement

The Moment The Engagement The Solution The Outcome• Who are you serving?

• How are they engaged?

• What is their purpose and goal?

• What is their situation and location?

• What is their emotional state or attitude?

• What are their preferences and history?

• What service are you going to provide?

• What will it accomplish – what is success?

• How will they find you?

• Does it improve their experience?

• Is the organization ready?

• Are the people ready?

• Are you prepared to change?

• What processes are impacted?

• What systems are required?

• Can they support the architecture and solution?

• How are you going to monitor and what metrics do you collect?

• Business? Engagement? Technical?

• Are you able to collect the data?

• Do you have the tools to analyze and evaluate?

• Do you have expertise?


Internet of Things will Re-invent Industries at 3 Levels

BusinessBusiness ModelModel

Business ProcessBusiness Process

Business MomentBusiness Moment


Digital innovation requires an organization to be more nimbleLead your Business at 2 speeds


Sourced Innovation engagements bring a fresh approach and key experiences leveraging digital innovations

Sourced innovation can naturally provide a separate faster multi-disciplinary team:

Configurable in accord with your vision and participation

Following proven Agile methodologies

With light weight governance and monitoring

To build your proof-of-concepts, architectures and solutions

Traditional in-house innovation is encumbered unable to take risks


Accelerators That Expedite Innovation

Experience An innovation partner has worked through the process, done the

research, and knows how to operate and apply technology to provide business value

Collaboration is necessary to expedite innovation Multi-discipline team is staffed to promote real-time

communication during your business hours with your teams

Best practices, blueprints, frameworks, and reference applications

Technology accelerators leveraged to best compete for and seize digital moments

Leveraging a sourcing partner to inspire, innovate and implement


Thank you

David Bullock

Omnichannel eCommerce Lead

[email protected]

NEORIS USA

Please stop by NEORIS booth to get more info on our digital innovation

services.