1. Retail 2014: The anytime anywhere universe
Retail 2014: The anytime anywhere universe
Strictly Private and Confidential
Draft
19 June 2014

2. –
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
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3. The Total Retail business model–
The Total Retail business model
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4. 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.

5. The ever changing portfolio–
The ever changing portfolio
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6. 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
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7. 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
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8. www.pwc.in Rachna Nath Retail and Consumer Leader PwC India
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