The Digital Consumer is at the epicenter of the seamless experience. Discover what's organizations' biggest obstacle to meeting consumers' needs.

1. consulting | technology | outsourcing
High performance. Delivered.
The Power Shift:
Working for your
Digital Customer

2. the digital customer
is at the
of the
seamless experience
epicenter

3. the most improvement?
A. Online
B. mobile
C. in store
D. how all three
work together
what part of the shopping experience
do customers think requires

4. the most improvement?
A. Online
B. mobile
C. in store
D. how all three
work together
what part of the shopping experience
do Retailers think their customers wants
0.0%
12.7%
9.1%
78.2%

5. CONSISTENTEXPERIENCE
CONNECTEDSHOPPING
FLEXIBLE FULFILLMENT& RETURNS
integratedmerchandising
PERSONALIZED INTERACTIONS
BETTER,FASTER & MEMORABLE
7
3
5
7
3
3
WHAT are consumers‘
`report cards?
REPORT CARD?

6. HOW MUCH OF customers
EXPECTATIONS are
Met TODAY?
A. 100%
B. 75-99%
C. 50-74%
D. 25-49%
E. < 25% 20.5%
45.5%
27.3%
4.6%
2.3%

7. what’s your organization’s
biggest obstacle
A. pace of change
B. evolution of organization
C. prioritizing it investments
D. talent
E. conflicting priorities
F. cost
to meeting the customers needs?
19.1%
21.4%
23.8%
11.9%
14.3%
9.5%

8. who’s making
the grade?

11. how should retailers
invest?

13. decrease how
painful it is
for them to get it
2 GOALS
increase how
much customers
want something

14. experience areas
four customer
know me inform me get it to memake it easy
and engaging for me

15. building
blocks
seven
1. unlock big data
2. double down on analytics
3. 100% inventory visibility
4. engaging content
5. thoughtfully designedexperience
6. reimagine supply chain
7. rethink your p&l

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