SAP Hybris Vision 2030 success, empowered by SAP Hybris Taha Sajini Hybris Solution Manager KSA
VISION 2030 DISRUPTING INDUSTRIES Media & Entertainment Consumer Products Software E-commerce Energy Retail Technology Government Transportation Food & Beverage
The Consumer
TECHNOLOGY IS CHANGING THE GAME. CUSTOMERS ARE CHANGING THE RULES.
NEW CONSUMER BEHAVIOUR IS CHANGING THE GAME SOCIALLY ACTIVE DIGITALLY CONNECTED OMNICHANNEL ALWAYS ON Customers today prefer to engage, interact, collaborate and transact via self-service websites, social media, mobile apps and devices.
CHANGE IS HAPPENING FASTER THAN EVER 75 YEARS 38 YEARS 13 YEARS 4 YEARS 3.5 YEARS 3 YEARS 50 DAYS 35 DAYS 2.5 YEARS TIME TO REACH 50 MILLION USERS
THE DIGITAL ECONOMY 1900 1950 2000 INDUSTRIAL ECONOMY CONSUMER ECONOMY DIGITAL ECONOMY ABUNDANCE PRODUCTS DESIRE ENGAGEMENT SCARCITY
CUSTOMERS ARE TOUGH TO ENGAGE 99.76% of online ads are ignored. Source: Google 57% 60% of the buying process is completed before a first interaction with sales. Source: Customer Executive Board of consumers abandoned a purchase due to a poor service experience. Source: American Express Global Barometer
MAKE PAYMENT JOIN GROUPS POST REVIEW RECEIVE OFFER Digital ADS Print Web TV CHANGE ADDRESS NETWORK ISSUE SETUP PHONE RECEIVE PACKAGE MISSING ITEM TRACK ORDER BUY SHORT LIST REFER FRIENDS RECEIVE OFFER RESTART SERVICE TERMINATE SERVICE PHONE DAMAGE BILLING ISSUE Social E-mail Social Social Social E-mail Retail store Contact Center Retail store Retail store Contact Center Contact Center Contact Center Contact Center Webshop Web- Shop Webshop Support portal Support portal Word of mouth Word of mouth RESEARCH Reviews Branded community Search KW/ADS Web- Shop Web DISCOVER NEED INTEREST AWARENESS DISCOVERY CONSIDERTATION CONSIDERATION USE USE ADVOCACY ADVOCACY ACTION ACTION
Know Your Audience AWARENESS Be Active on Social Encourage Conversation Social Optimize Content Search KW/ADS Digital ADS TV Print Word of mouth
SAP Hybris Marketing SAP Hybris as a Service
AWARENESS DISCOVERY
Social Search KW/ADS Retail store DISCOVERY Web Word of mouth Trade show Appear In Search Be Omni-Channel Personalize Engagement Deliver Programs
SAP Hybris Commerce SAP Knowledge Central by MindTouch Search
INTEREST AWARENESS DISCOVERY
INTEREST Social Web- Shop Retail store Branded community Contact Center Reviews Personalize More Share Stories Connect Conversations Market and Sell
SAP Jam Communities SAP Hybris Marketing
INTEREST AWARENESS CONSIDERATION DISCOVERY
CONSIDERATION Support portal Deliver Detail Word of mouth Retail store Identify Players Share Experiences Meetings Contact Center Reviews Be One-to-One
SAP Cloud for Sales SAP Hybris Commerce
INTEREST AWARENESS CONSIDERATION DISCOVERY ACTION
Simplify Transaction Stay Engaged Offer Choices Web- Shop Monitor Activity Self service Retail store Meetings Social Contact Center ACTION
SAP Hybris Billing SAP Hybris Commerce
INTEREST AWARENESS CONSIDERATION DISCOVERY USE ACTION
Social Search KW/ADS Retail store Drive Adoption Support portal Field service Effortless Service Be On Brand Contact Center USE Measure Success
SAP Cloud for Service SAP CRM Service Manager
INTEREST ADVOCACY AWARENESS CONSIDERATION DISCOVERY USE ACTION
ADVOCACY Social Meetings Trade show Monitor Branded community Reviews Reward & Amplify Word of mouth Encourage Dialogue Address Issues
SAP Cloud for Service SAP Hybris Marketing
INTEREST ADVOCACY AWARENESS CONSIDERATION DISCOVERY USE ACTION
SAP Hybris @ WEB MOBILE IN STORE/BRANCH CONTACT CENTER DIGITAL GOODS MARKET- PLACES IOT SOCIAL MEDIA SMS/NOTI- FICATIONS SEARCH KW/ADS DIGITAL ADVERTISING EMAIL PRINTING AGENT TOOLS EXPERIENCE MANAGEMENT COMMERCE Loyalty MARKETING SERVICE SALES DATA & PROCESS MANAGEMENT PLATFORM, INFRASTRUCTURE, INTEGRATION
so you can power your customers journeys and be ready for the Vision.
THANK YOU