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Cognitive commerce for retail

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Cindy Thierry
Cindy Thierry

The document discusses IBM's cognitive commerce capabilities which aim to create personalized customer experiences through predictive analytics, understanding customer preferences, leveraging vast amounts of data, and enabling moments of serendipity. It focuses on how these capabilities can benefit marketing, ecommerce, customer experience, merchandising, supply chain and other business leaders and professionals by helping them better engage customers, optimize operations and make more informed decisions. The document also provides examples of how some companies are already using IBM's cognitive commerce solutions to improve customer personalization, increase sales and optimize their supply chains and transactions.

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IBM Commerce Overview and the Power of Cognitive Commerce February 2016
What if you could create unbreakable bonds with your customers? 息 2016 IBM2
Create moments moments of serendipity, seemingly by chance. That make the mundane magical. The everyday memorable. 息 2016 IBM3 Imagine if serendipity could happen by design.
Serendipity can happen by designbillions of times each day. 息 2016 IBM4
Perfect Timing The right experience, delivered at just the right moment. Predictive Capability Understanding what individuals really want, before they even know it. Cognitive Power Ability to see patterns and make unlikely connections, beyond human imagination. Infinite Data Access to an endless universe of information and possibilities. 息 2016 IBM5 We help our clients engineer moments of serendipity to build loyalty to create unbreakable bonds.
For marketers the ability to create personalized, meaningful customer experiences, infused by analytics. For e-commerce professionals the ability to perfect all aspects of the customers interaction through customer and experience insights. For supply chain leaders the ability to orchestrate complex systems, processes and partners, to deliver flawlessly. 息 2016 IBM6
Through a holistic approach to engagement 息 2016 IBM7
We help our clients engage with customers, not at them 息 2016 IBM8 Customer Analytics Marketing eCommerce & Merchandising Digital Experience IBM Interactive Customer engagement solutions from IBM help you understand and adapt instantly to what customers are saying and doing so you can deliver the kinds of experiences and offerings they want before they even know they want them.
And, we help our clients have value chains that are seamless and strong 息 2016 IBM9 B2B Integration Procurement Payments IBM Managed Services Partner and supplier engagement solutions from IBM help you establish and manage closely linked value chains enabling seamless and secure collaboration, enhanced transparency and new levels of agility for you and your trading partners.
Specifically for these leaders and professionals 息 2016 IBM10 PROCUREMENT LEADER Chief Procurement Officer VP Supply Chain PAYMENTs and TRANSACTIONS LEADERs VP Payment Services VP Transaction Services eCOMMERCE LEADER VP Ecommerce Chief Sales Officer VP Merchandising CUSTOMER EXPERIENCE LEADER Chief Experience Officer VP Customer Experience MARKETING LEADER Chief Marketing Officer VP Digital Marketing SUPPLY CHAIN LEADER Supply Chain Officer CIO/CTO
With a focus on design and roles to bring them value 息 2016 IBM11 PROCUREMENT LEADER Manage suppliers and contracts to optimize spend PAYMENTs and TRANSACTIONS LEADERs Process commercial and retail transactions with greater insight eCOMMERCE LEADER Deliver differentiated brand experiences across all channels CUSTOMER EXPERIENCE LEADER Really know your customers and how to serve them better MARKETING LEADER Engage customers with relevant and rewarding experiences SUPPLY CHAIN LEADER Drive seamless and secure exchange of data with trading partners
12 息 2016 IBM Merchandisers Identify Trends and Take Action Experience Designers Deliver Compelling Digital Experiences Marketers React with Real Time Personalization And now with cognitive capabilities, we are focused on these workflows
To enable better and more informed decisions 息 2016 IBM13 Sales and Merchandisers with insights about performance When insights come together, so do opportunities. Marketers to understand and adapt instantly Supply Chain and IT with thinking built-in the value chain
For marketers 息 2016 IBM14 Real-time personalization React with tools that continuously learn from individual interactions to deliver a personalized experience across all channels.
Engage with real time personalization 息 2016 IBM15 Wherever customers and prospects are on their journey
For experience designers 息 2016 IBM16 Deliver Compelling Digital Experiences Manage portfolios of digital properties that deliver consistent, compelling, content-driven experiences.
Leveraging cognitive capabilities at design time and at runtime to deliver more effective and personalized digital properties To build and deliver compelling digital experiences 息 2016 IBM17
For merchandisers 息 2016 IBM18 Identify trends and take action Gain insights in real time from a multitude of data sources about what consumers are discussing, what they are buying and why.
To explore data and gain insights 息 2016 IBM19 powered by Watson Analytics
Turn awareness of trends into profitable action 息 2016 IBM20 Driven by the power of Watson
To optimize fulfillment based on demand 21 Analyze peak periods and item velocity Plan depth and breath of peaks Optimize inventory allocation, fulfillment locations Streamline inventory movement
息 2016 IBM22 When your business thinks, you can outthink. To outthink challenges, competitors and limits, you must conceive of new opportunities you couldnt imagine before.
Homebase Homebase uses IBM eCommerce solutions to provide highly personalized shopping experiences that are designed to meet the needs of today's consumer. Customers now shopping online Increase in online traffic driving double digit sales growth40% 30%
24 息 2015 IBM FreshDirect FreshDirect is using IBM Customer Analytics and IBM Marketing solutions to drive campaigns that are personalized with the best offers based on customer insights. 40% Lift in order rates with new customers 10X Increase in transaction rates from cart abandonment communications
JCC Payment Systems JCC Payment Systems is using IBM Payments solutions to deliver SEPA transaction processing as a service to creditors and banks across Cyprus. SEPA 250K Transaction processing to creditors and banks enriching its service offering and driving growth SEPA Direct Debits processed daily at peak times
26 息 2015 IBM Bonnie Plants Bonnie Plants is using IBM B2B Integration solutions to collaborate and engage with partners and suppliers with real-time visibility into inventory, enabling them to anticipate needs of an individual store. Of their business occurs in 3 months from March to May USD realized growth by reducing costs and increasing reliability of their B2B operations10-20M 70%
27 The North Face IBM eCommerce and Expert Personal Shopper from Fluid (IBM Business Partner) helps consumers discover products based on recommendations in a natural language dialog leading to higher conversions, driven by the power of Cognitive Commerce.
Looking ahead leveraging external forces 28 # WeatherMeansBiz Store orders are right-sized to match forecasted consumption by location
Looking ahead .. hyper personalized offers 29 Jack Thomas 1 hour ago iOS Midterms in 2 days. Crunch time #timetostudy #StudySmart Studying for exams? 10% off for all students after 8 PM
Looking ahead leveraging personality insights 30
Leveraging personality insights 31
息 2016 IBM32 Driven by the power of Watson When commerce gets cognitive, amazing things happen.
Join the conversation Blog, YouTube, Twitter, LinkedIn and Facebook
Looking ahead to hyper personalized offers 34 Lily Smith @lmsmith Studying for SATs #SATSmart Jack Thomas 1 month ago iOS Midterms in 2 days. Crunch time #timetostudy Needs Personality Values Network Time Weather Trend for students studying = opporutnity #StudySmart Deliver situation aware personalized offers and experiences Lily Smith 3 months iOS Eek! Crunch time for AP Calculus #getsmartfast Understand individual behaviors, patterns, and sensitivity to external influences Offers correlated with learning and studying activities
Personality Portrait Looking ahead leveraging personality insights 35 These personality types respond to coupons (Orderliness, Self-Discipline, and Cautiousness ) Needs Personality Values Network Time Content determined by intrinsic preferences: dress for success (self- enhancements), high-quality (ideals) 10% off when you bring your friends (social ties) When you bring your friends! 10% OFF Multi-Dimensional Customer Insight
Looking ahead leveraging external forces such as weather 36 Delayed fall means warmer weather trend consumers will need X longer Appropriate raw materials are secured and increased manufacturing capacity is scheduled Store orders are right-sized to match forecasted consumption by location Anticipates surge in warmer seasonal products and services Ensures accurate inventory available in impacted regions # WeatherMeansBiz Which products are impacted? Who is likely to buy and where is the demand predicted?

More Related Content

Cognitive commerce for retail

  • 1. IBM Commerce Overview and the Power of Cognitive Commerce February 2016
  • 2. What if you could create unbreakable bonds with your customers? 息 2016 IBM2
  • 3. Create moments moments of serendipity, seemingly by chance. That make the mundane magical. The everyday memorable. 息 2016 IBM3 Imagine if serendipity could happen by design.
  • 4. Serendipity can happen by designbillions of times each day. 息 2016 IBM4
  • 5. Perfect Timing The right experience, delivered at just the right moment. Predictive Capability Understanding what individuals really want, before they even know it. Cognitive Power Ability to see patterns and make unlikely connections, beyond human imagination. Infinite Data Access to an endless universe of information and possibilities. 息 2016 IBM5 We help our clients engineer moments of serendipity to build loyalty to create unbreakable bonds.
  • 6. For marketers the ability to create personalized, meaningful customer experiences, infused by analytics. For e-commerce professionals the ability to perfect all aspects of the customers interaction through customer and experience insights. For supply chain leaders the ability to orchestrate complex systems, processes and partners, to deliver flawlessly. 息 2016 IBM6
  • 7. Through a holistic approach to engagement 息 2016 IBM7
  • 8. We help our clients engage with customers, not at them 息 2016 IBM8 Customer Analytics Marketing eCommerce & Merchandising Digital Experience IBM Interactive Customer engagement solutions from IBM help you understand and adapt instantly to what customers are saying and doing so you can deliver the kinds of experiences and offerings they want before they even know they want them.
  • 9. And, we help our clients have value chains that are seamless and strong 息 2016 IBM9 B2B Integration Procurement Payments IBM Managed Services Partner and supplier engagement solutions from IBM help you establish and manage closely linked value chains enabling seamless and secure collaboration, enhanced transparency and new levels of agility for you and your trading partners.
  • 10. Specifically for these leaders and professionals 息 2016 IBM10 PROCUREMENT LEADER Chief Procurement Officer VP Supply Chain PAYMENTs and TRANSACTIONS LEADERs VP Payment Services VP Transaction Services eCOMMERCE LEADER VP Ecommerce Chief Sales Officer VP Merchandising CUSTOMER EXPERIENCE LEADER Chief Experience Officer VP Customer Experience MARKETING LEADER Chief Marketing Officer VP Digital Marketing SUPPLY CHAIN LEADER Supply Chain Officer CIO/CTO
  • 11. With a focus on design and roles to bring them value 息 2016 IBM11 PROCUREMENT LEADER Manage suppliers and contracts to optimize spend PAYMENTs and TRANSACTIONS LEADERs Process commercial and retail transactions with greater insight eCOMMERCE LEADER Deliver differentiated brand experiences across all channels CUSTOMER EXPERIENCE LEADER Really know your customers and how to serve them better MARKETING LEADER Engage customers with relevant and rewarding experiences SUPPLY CHAIN LEADER Drive seamless and secure exchange of data with trading partners
  • 12. 12 息 2016 IBM Merchandisers Identify Trends and Take Action Experience Designers Deliver Compelling Digital Experiences Marketers React with Real Time Personalization And now with cognitive capabilities, we are focused on these workflows
  • 13. To enable better and more informed decisions 息 2016 IBM13 Sales and Merchandisers with insights about performance When insights come together, so do opportunities. Marketers to understand and adapt instantly Supply Chain and IT with thinking built-in the value chain
  • 14. For marketers 息 2016 IBM14 Real-time personalization React with tools that continuously learn from individual interactions to deliver a personalized experience across all channels.
  • 15. Engage with real time personalization 息 2016 IBM15 Wherever customers and prospects are on their journey
  • 16. For experience designers 息 2016 IBM16 Deliver Compelling Digital Experiences Manage portfolios of digital properties that deliver consistent, compelling, content-driven experiences.
  • 17. Leveraging cognitive capabilities at design time and at runtime to deliver more effective and personalized digital properties To build and deliver compelling digital experiences 息 2016 IBM17
  • 18. For merchandisers 息 2016 IBM18 Identify trends and take action Gain insights in real time from a multitude of data sources about what consumers are discussing, what they are buying and why.
  • 19. To explore data and gain insights 息 2016 IBM19 powered by Watson Analytics
  • 20. Turn awareness of trends into profitable action 息 2016 IBM20 Driven by the power of Watson
  • 21. To optimize fulfillment based on demand 21 Analyze peak periods and item velocity Plan depth and breath of peaks Optimize inventory allocation, fulfillment locations Streamline inventory movement
  • 22. 息 2016 IBM22 When your business thinks, you can outthink. To outthink challenges, competitors and limits, you must conceive of new opportunities you couldnt imagine before.
  • 23. Homebase Homebase uses IBM eCommerce solutions to provide highly personalized shopping experiences that are designed to meet the needs of today's consumer. Customers now shopping online Increase in online traffic driving double digit sales growth40% 30%
  • 24. 24 息 2015 IBM FreshDirect FreshDirect is using IBM Customer Analytics and IBM Marketing solutions to drive campaigns that are personalized with the best offers based on customer insights. 40% Lift in order rates with new customers 10X Increase in transaction rates from cart abandonment communications
  • 25. JCC Payment Systems JCC Payment Systems is using IBM Payments solutions to deliver SEPA transaction processing as a service to creditors and banks across Cyprus. SEPA 250K Transaction processing to creditors and banks enriching its service offering and driving growth SEPA Direct Debits processed daily at peak times
  • 26. 26 息 2015 IBM Bonnie Plants Bonnie Plants is using IBM B2B Integration solutions to collaborate and engage with partners and suppliers with real-time visibility into inventory, enabling them to anticipate needs of an individual store. Of their business occurs in 3 months from March to May USD realized growth by reducing costs and increasing reliability of their B2B operations10-20M 70%
  • 27. 27 The North Face IBM eCommerce and Expert Personal Shopper from Fluid (IBM Business Partner) helps consumers discover products based on recommendations in a natural language dialog leading to higher conversions, driven by the power of Cognitive Commerce.
  • 28. Looking ahead leveraging external forces 28 # WeatherMeansBiz Store orders are right-sized to match forecasted consumption by location
  • 29. Looking ahead .. hyper personalized offers 29 Jack Thomas 1 hour ago iOS Midterms in 2 days. Crunch time #timetostudy #StudySmart Studying for exams? 10% off for all students after 8 PM
  • 30. Looking ahead leveraging personality insights 30
  • 32. 息 2016 IBM32 Driven by the power of Watson When commerce gets cognitive, amazing things happen.
  • 34. Looking ahead to hyper personalized offers 34 Lily Smith @lmsmith Studying for SATs #SATSmart Jack Thomas 1 month ago iOS Midterms in 2 days. Crunch time #timetostudy Needs Personality Values Network Time Weather Trend for students studying = opporutnity #StudySmart Deliver situation aware personalized offers and experiences Lily Smith 3 months iOS Eek! Crunch time for AP Calculus #getsmartfast Understand individual behaviors, patterns, and sensitivity to external influences Offers correlated with learning and studying activities
  • 35. Personality Portrait Looking ahead leveraging personality insights 35 These personality types respond to coupons (Orderliness, Self-Discipline, and Cautiousness ) Needs Personality Values Network Time Content determined by intrinsic preferences: dress for success (self- enhancements), high-quality (ideals) 10% off when you bring your friends (social ties) When you bring your friends! 10% OFF Multi-Dimensional Customer Insight
  • 36. Looking ahead leveraging external forces such as weather 36 Delayed fall means warmer weather trend consumers will need X longer Appropriate raw materials are secured and increased manufacturing capacity is scheduled Store orders are right-sized to match forecasted consumption by location Anticipates surge in warmer seasonal products and services Ensures accurate inventory available in impacted regions # WeatherMeansBiz Which products are impacted? Who is likely to buy and where is the demand predicted?