Retail 2014: The anytime anywhere universe www.pwc.com Retail 2014: The anytime anywhere universe Strictly Private and Confidential Draft 19 June 2014

– Retailers Dilemma Bandwidth to stay engaged with the customer via text messaging, social media, Disconnected IT systems Low space availability for online purchase Low consumer interest in the channel Insufficient metrics for impact measurement Cultural barriers within teams and geographies Low coverage of digital vehicles Lack of an cross-sell framework Insufficient ad agency capabilities Capability changes to adapt to changing customer behaviour Availability of quality data Consumer cultural barriers Opportunities to conversion measurement Flow of customer feedback to teams Seamless customer experience Lack of strong analytics framework for customer tracking Retail 2014: The anytime anywhere universe • PwC 2

The Total Retail business model – The Total Retail business model Retail 2014: The anytime anywhere universe • PwC 3

The changing role of IT in retail Frugal innovation ‘Frugal innovation’ will give the best chance to be the leader in this journey. Pilots are being seen in all aspects including the loyalty programme, supply chain, reverse logistics and payments. Know the customer The retailer has to ‘know the customer’ and not just stop there. She has to know the entire ecosystem and back it with strong consumption related analytics. Defining the requirement Accelerating execution Digital execution plans will have to go beyond ‘defining the requirement’ and start co-creating content and proposition with the consumer. ‘Accelerating execution’ will hold the key to creating the entry barrier. Designing the digital and payment ecosystem as an integral aspect of the IT architecture will bring in the best value to the operating model. The customer has embraced digital economy in a big way to discover, engage and transact.

The ever changing portfolio – The ever changing portfolio Retail 2014: The anytime anywhere universe • PwC 5

1 2 3 4 5 6 7 8 Technologies that are increasingly creating disruption – Technologies that are increasingly creating disruption 1 2 3 4 M- commerce Virtual shopping Clienteling Virtual dressing room or magic mirror and the likes 5 6 7 8 Mobile wallet Real time social CRM Big data analytics Gamification Retail 2014: The anytime anywhere universe • PwC 6

Agility will drive success..... – Agility will drive success..... 1 Understanding the rapidly evolving digital customer behaviour 2 Understanding how value is created in the digital economy in the value chain and ecosystem 3 Adopting agile approaches to design, build and integrate enterprise-wide social, mobile and web solutions Retail 2014: The anytime anywhere universe • PwC 7

www.pwc.in Rachna Nath Retail and Consumer Leader PwC India rachna.nath@in.pwc.com The information contained in this document is provided 'as is', for general guidance on matters of interest only. PricewaterhouseCoopers is not herein engaged in rendering legal, accounting, tax, or other professional advice and services. Before making any decision or taking any action, you should consult a competent professional advisor. © 2014 PricewaterhouseCoopers Private Limited. All rights reserved. In this document, “PwC” refers to PricewaterhouseCoopers Private Limited (a limited liability company in India), which is a member firm of PricewaterhouseCoopers International Limited, each member firm of which is a separate legal entity.