The retail industry is very competitive. More and more companies are competing for smaller and smaller margins – red markets. The solution is to swim away from the competition, make the competition irrelevant and find a wide-open space and create: a blue ocean. Is an omnichannel experience the way to blue oceans?

1. OMNICOMMERCE: WHY A
BLENDED CHANNEL IS NOW THE
ONLY CHANNEL
How consumer expectations demand change
Maria Prados
VP Global Retail & B2B

2. THE NEW SHOPPER
EXPERIENCE: HIGH
EXPECTATIONS NEED SEAMLESS
CONNECTIONS

3. 73%
of consumers use more than one channel
during their shopping journey
In store
10% MORE
online
than single channel customers
48%
of customers cross back and
forth between digital & physical
interactions with companies
4% MORE
Omnichannel shoppers spend

4. MULTI-CHANNEL CUSTOMERS
ARE RESPONSIBLE FOR
the sales
3.2x
the margin of store
only customers
2.6x

5. GENERATION Z ALREADY MAKES
UP 30% OF THE GLOBAL
POPULATION

6. THE FIRST GENERATION TO GROW UP
ENTIRELY UNDER THE PUBLIC GAZE OF
THE INTERNET

7. In 2017, mobile commerce
accounted for well over half
(58.9%) of the more than
in global eCommerce sales,
a 40.3% increase over the previous year
Worldpay research projects that
global mCommerce will surpass
desktop sales as early as 2023
However, nearly
90%of global retail still takes place
at the point of sale,
WITH 44%
of global consumers
shopping at the point
of sale every week
THE TECHNOLOGY REVOLUTION;
EMERGING TECHNOLOGY DRIVES
OMNICHANNEL

8. CONSUMER SURVEY:
PAST AND FUTURE
TECHNOLOGY USAGE
Use a mobile app to locate a product upon arrival at the store
Use a bar code scanner on a mobile device to get more information about a product
Check out a retail store using a mobile device
Take an image of a product on a mobile device and share it with the store so they can find the closest match
Purchase a service from a retailer online such as installation, repairs, etc.
Text a retailer for customer service
Return an Amazon order to another retailer for processing back to Amazon
Make an appointment online with a store associate
Technology adoption over the past six months
Technology shoppers plan to use more often in the next six months
27%
29%
27%
32%
24%
37%
19%
21%
18%
18%
15%
14%
12%
9%
10%
10%

9. EMEA eCom payment methods EMEA POS payment methods
*Estimated **Forecasted
Numbers adjusted for rounding may impact totals.

10. TECHNOLOGY IS DRIVING DIGITAL PAYMENTS
700
600
500
400
300
200
100
0
800
2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020
282
308
331
359
390
433 473
522
577
644
726
NORTH AMERICA EUROPE LATIN AMERICA ASIA C. EUROPE, MIDDLE EAST, AFRICA
Asia continues to drive most
of the growth in digital
payment, reinforced by
widening acceptance of
non-cash payments in
markets such as China and
India. In Europe, markets
are heading towards more
cashless societies with the
rapid growth in contactless
cards and mobile payment

11. THE OMNICHANNEL
EXPERIENCE: CONSUMER
TRANSACTIONS
TO CONNECTED
EXPERIENCES

12. EXPERIENTIAL
Helping shoppers connect with a brand or retailer
• Events
• Inspiration
• Education
• Value-adding services
• Solutions
• Shops-in-shops
• Gamification
SOCIAL
Helping shoppers connect with each other
• Community role
• Social and meeting hub
• Sharing economy
• Supporting Local
• Businesses
• Social media prompts
• In-store
FRICTIONLESS
Aid the shopper experience
• Click and collect
• Digital engagement
• Fulfilment
• Seamless 020 integration
• Checkoutless stores
• Agile and Flexible
CURATED
Build a differentiated proposition
• Exclusive
• Partnerships
• Value emphasis
• Focus on fresh/natural
• ‘Made in store’
• Cause-related
OPERATIONAL EXCELLENCE - EXECUTE IN
A PROFITABLE AND SUSTAINABLE WAY

13. YOU CAN ACHIEVE THIS WITH
SINGLE VIEW OF THE SHOPPER
SINGLE VIEW OF THE INVENTORY
SINGLE VIEW OF THE PAYMENTS
WHATEVER THE CHANNEL

14. OMNICHANNEL IS THE MOST
IMPORTANT PAYMENT RELATED INITIATIVE FOR
RETAILERS
What are your top overall payment-related initiatives over the next 18 months?
40%
35%
33%
Implementing
Omnichannel scenarios
Combating fraudImplementing emerging
digital and mobile
payment methods

15. ONE PLATFORM, EVERY CHANNEL

16. OMNICHANNEL ACTIONS
Move away from complex,
say hello to simple
Create a shopper experience
that’s made for your customer
Move with the customer,
react to technology
Harness a tailored solution
from global experts