Global IBM Global Business Business Services Services The Customer-Centric Retailer: GBS Copyright IBM Corporation 2006 Copyright IBM Co

Size: px

Start display at page:

Download "Global IBM Global Business Business Services Services The Customer-Centric Retailer: GBS Copyright IBM Corporation 2006 Copyright IBM Co"

흥기 용
5 years ago
Views:

1 Global IBM Global Business Business Services Services The Customer-Centric Retailer: GBS 2006 Global Business Services

2 Contents and summary Technology Future store IBM Total Store Solutions 2010 GTO for Retail Future Store Retail Enterprise Solution Revolution Total Store Solution 2

3 2010 3

9% Costco 5 2010 4 5% Target Costco Whole Sales : Discount Store Chain, 3% 3% 2% Wal-Mart Mass marketers, mass-focused Kohl's Bell

4 9% Costco % Target Costco Whole Sales : Discount Store Chain, 3% 3% 2% Wal-Mart Mass marketers, mass-focused Kohl's Bell Curves -1% JC Penney Well Curves The Undifferentiated Federated 6% : IBM 2004 Saks 11% Neiman's Neiman maker s : Targeted, consumer-focused

5 Retail,,. + Value System Value Value = Shopping Occasion + + Product/Need Category, : IBM : partially adapted from Retail Forward and Retailing, Dale M. Lewison 5

6 Retail Retail (In-Store, Web, Catalog,,) Target 1:1 Retail dashboard In-Store Shoppers In-Store Touch Points Retail Dashboard In-Store Servers CPG Shoppers Commerce CRM & Fulfillment Shoppers TeleSales Other Back Offices 6

7 Cross- Retail (, Web-> edm-> DM -> Store). Web Kiosk Direct Mail Call Center Store $ $ $ $ 7

8 Shopping Experience,. Demanding Customers Armed with information and armed with devices, E. (, ) 3 rd party reviews Thousands of Units 50,000 40,000 30,000 20,000 10,000 Mobile PCs Handheld PCs 2.5 & 3G Phones CAGR E 83% 185% 133% ** E 2004E 2005E 2006E. : Global Market Size for Mobile Communications Products with embedded WLAN, Reed Business Information, 15 April

9 Retail Challenges,. Format/Merchandising IT Infrastructure POS systems offline application Application Wireless Infrastructure Information Layout favors product/ branding Poor signage and Tools/Systems People/Process, Organization Tool Single view, Silo Data, Silo,,,. : IBM 9

10 Retail,, What To Do Retail Customer-Centric Strategic Imperatives Layout / Formats / Offering How To Do How Retail Stores are Approaching Customer Centricity In-Store Updating Improving / Mgmt Enhancing Upgrading /Tools 1 3 / Starbuck s allows customers to listen to music of new artists and make their own CD while drinking coffee / Bloomingdales tracks customer preferences instore using a clienteling system where associates can send specific promotional material based on the customer s interests : IBM,

11 Technology IBM Global Technology Outlook Future Store Retail Enterprise Application Revolution GTO and Retail Future Store SOA 11

12 1. GTO (Global Technology Outlook)? Technology Industry Worldwide IBM Research(8 Lab) Strategic Outlook 1970: Relational Database 1981: IBM PC 1971: Speech Recognition 1973: Consumer Transaction Facility 1977: DES Data Encryption Standard 1987: IBM 4732 Personal Banking Machine 1997: Deep Blue 2004: Center for Business Optimization 1970's 1980's 1990's 2000's Corporate funded research agenda Technology transfer Centrally funded Collaborative team Shared agenda Effectiveness Joint programs Work on customer problems Create business advantage for customers ebusiness research Research in the marketplace FOAK First of a Kind Technology Transfer IBM 12

13 Retail Trend GTO (Global Technology Outlook) Mapping Technology Technology Technology Technology Technology & Systems Technology & Systems 2010 Modular Systems Storage 1 SW Dependability Post 9/11 SW Quality/Security Legislation & Data Optimize to Survive Continual Optimization Intelligent Information Data & Analytics Stochastic Analysis & Optimization Characteristic s of On Demand Metadata 2 3 Virtual Identity People Proxies Everything goes online Pervasive Embedded Software Pervasive Connectivity Speak to IT 4 SW Layers Dynamic e-business Next Gen Web On-Demand Framework Architecture of Business Innovation in Services Enterprise SW 5 Intelligent Infrastructure Utilities Autonomic 13

14 2. Research(GTO) + Retail의 결합 -> Future Store 차세대 유통, 즉 Future Store는 Technology와 결합하여 고객에게 새로운 컨셉과 Wireless 새로운 서비스를 제공합니다. Networks Mobile manager and POS devices Applicatio n and data integration infrastruct Mobile ure inventory manageme nt devices Digital Video Security Electroni c signs Employee kiosks Customer kiosks Personal shopper devices 14 Asset monitoring system Consumer Mobile Devices Consumer loyalty identification technologies Unattended retailing machines Digital multimedi a displays

15 Consumer loyalty identification technologies Wireless, RFID Biometrics,. Secure Identity with Smart Cards Signature Verification What Fingerprint new Identification services can you offer when you can identify customers? Biometric Voice Authentication Implanted RFID Chips ID Verification System : IBM GTO

identifies her as a very profitable customer 3 An alert is sent to the store manager and the department assistants that she has entered the building

16 Consumer loyalty identification technologies embedded RFID Chip VIP Mobile manager and POS devices A customer enters the store and waves their credit/charge card near a reader 1 2 The RFID chip embedded in her card immediately transmits her historical purchase data to a central server and identifies her as a very profitable customer 3 An alert is sent to the store manager and the department assistants that she has entered the building Alert Ms. Jones. An. Spend $5634K 4 The store manager greets the customer and assigns one of the store s best associates to help her with her purchases : IBM,

application 2 1:1 Browser :, Consumer selects My Specials tab and browses set of offers Clicks on the Add to

17 Personal shopper devices SmartCart Promotion, 1 Logon Consumer walks in store, finds a SmartCart and scans their loyalty card SmartCart greets consumer and automatically shows her their main applications the Shopper application 2 1:1 Browser :, Consumer selects My Specials tab and browses set of offers Clicks on the Add to list button on some offers thereby adding to her My Favorites list Consumer reviews her My Favorites list : IBM GTO

18 Self Check-Out System + RFID 3 Comport Shopping : SmartCart / PSA / Self Check-Out System PSA Check-Out System Radio signal Check-Out RFID Self Checkout Systems 18

19 Digital Video Processing Retail Projects Video Management Audio-Visual Speech Group Person (Walking) Vehicle (Exiting-Lot) : IBM GTO 2005 Biometrics Video Surveillance Expression Analysis 19

20 Video Assisted Self Checkout 1 Cart 2 Barcode RFID tag Cart Record events Detect 3 Detected event, Pickup of item on shelf detected : IBM GTO

21 VeggieVision 1 2 Check VeggieVision ƒ ƒ ƒ : IBM GTO

22 Advanced Display Solutions Everywhere Displays 1 ED Touch Screen. LCD, Camera, TouchImage 2 Flexible Signage (Electronic Ink), 3,,, Display : IBM GTO

23 Advanced Display Solutions : ED Solution 4 ED Solution In store navigation Cross sell/ up sell : IBM GTO

24 5 Advanced Display Solutions : ED Solution Metro Store Future Store : Section Everywhere Display Customer kiosks : IBM GTO

25 Advanced Display Solutions : ED Solution 5 Metro Store Future Store : Section Everywhere Display Kiosk,, : Kiosk Printer 250 : ED (no map!). : IBM GTO

26 Advanced Display Solutions : ED Solution 5 Metro Store Future Store : Section Everywhere Display : IBM GTO

27 Information Augmentation System : InfoScope ( ) Device Image -> : IBM GTO : IBM

28 Eye Tracking : Heat Plots Eye-tracking Web Channel Behavior Lands End Web Site EPCOT( ) Field test Field testing at EPCOT (2004) : IBM GTO

29 Eye Tracking : Heat Plots Heat plots : Web Page, : IBM GTO

30 Future Store : Metro IBM Metro Future store Leading partner On-Demand Reality. Metro Pilot Store Technology Shopping Experience 3. RFID Inventory Management System Information System Check-Out, Smart Check-Out System RFID-enabled Smart Shelf for loss prevention and security RFID-enabled backroom receiving and inventory tracking Wireless WebPad personal shopping assistant mounted on shopping carts Intelligent scale for produce/item recognition and pricing 30

31 Future Store : Top Retailer Future Store. Future Store : RFID,, PDP, Kiosk,, Future Store : RFID( ), Self Check-Out, Shopping Experience Future Store : Self Check-Out,,RFID Cart : 31

32 Service Oriented Architecture ( SOA ) LOB end-users Application, customizing aggregating LOB Applications IT Prototyping, IT Enterprise applications Client-Server World enabled World Enterprise Application 3. Enterprise Applications World 60 s-80 s 90 s s Time 32

33 Enterprise Applications Network, Multi-Channel, Globalization,M&A Business Model IT Solution(, ). Networks /, Transformation Enterprise SOA Solution, Solutions Project Software 33

34 SOA : Assembly Retail -. (CP ) VMI Retailing proj ect Legacy -eg), Retail Internet Standards (XML, SOAP, UDDI, Web Services) Plug-Compatible Software Components Vertical Industry Standards Business Process Modeling and Integration Managed Hosting and Usage-Based Pricing 34 Delivery

35 Enterprise Application : Amazon.com Emerging On-Line Shopping Mall Platform Customer Web Site Amazon. Amazon.com com Web Site Amazon.com, Shopping Cart Access Hosting 35

36 IBM Total Store Solutions Get it Done Right through new IBM project techniques 36

IBM Retail IBM Retail Project Consumer Experience Driven Merchandising Maximize Merchandise Supply Stores Chain Revolutionize Focus the the Store Supply Workforce Chain Enablement

37 IBM Retail IBM Retail Project Consumer Experience Driven Merchandising Maximize Merchandise Supply Stores Chain Revolutionize Focus the the Store Supply Workforce Chain Enablement Empower Teams Multi-Channel Management Integrate Operations Customer Management & Marketing Motivate Shoppers Operational Management (Infrastructure and Corporate Functions) Operate on demand 37

38 IBM Retail 1 2 Craft an exceedingly focused, distinctive brand proposition Drive customer-valued innovation through deeper insight Optimize core activities through systematic intelligence Realign the organization to operationalize customer centricity Trusted Advisor 1 Assortment Planning Merchandise Management Promotions Management Allocations Management Price Management 3 3 Supply Chain Planning Warehouse Management Transportation Management Enterprise Data Management RFID Personal Shopping Assistant Inventory Location Assistant Digital Media Merchandising Optimized Selling Intelligent Retail Analytics RFID Campaign Management Clienteling Segmentation Strategy and Management Loyalty Programs Customer Data Warehouse/ Advance Analytics 2 Merchandise Management Workplace Trading Partner Portal Workforce Enablement Store Management Workplace Multi-Channel Management Marketing Manager Workplace People Management Task Management Learning Key Performance Indicators 4 Multi-Channel Order Management 4 Multi-Channel Customer Management 4 Operational Management (Infrastructure and Corporate Functions) Infrastructure Outsourcing Network Outsourcing Data Center Outsourcing Process Outsourcing On demand Operating Environment Wireless Infrastructure 4 38

39 Retail IBM TSS (Total Store Support) IBM Total Store Support Solution Retail End-To-End, Total Solution. 39

40 Retail IBM TSS Solution Total Store Support - Project Management Office Total Solution Management Single Point of Contact Store of the Future Strategy & Planning Total Cost of Ownership Electronic Shelf Label Digital Merchandising RFID in-store Innovative Payment Solutions Linux POS Next Generation Install / Support Configure & Plan Install Procure Pre-Delivery Preparation Site Preparation Hardware Delivery & Install Store Mobility Shopper-Driven Solutions Store Training Full Service Support Desk Asset Management, Moves, Adds, and Changes Manage & Distribute Software Physical Network Design & Deployment Remote Monitoring Store Telephony Wireless Networks Managed Maintenance Services Store Stability Management Bottom of the Basket Security Digital Video Surveillance Security Management Disaster Recovery 40

41 Innovation 41

Agenda POS Market Trends RSS Product Line-Up Reference & Value Propositions Summary 2

Retail on demand IBM (sybaek@kr.ibm.com) 2006 IBM Corporation Agenda POS Market Trends RSS Product Line-Up Reference & Value Propositions Summary 2 POS Market Trends RSS Product Line-Up Reference & Value