Inspired Experiences with Technology from hybris and Agile Methodology #SAPPHIRENOW
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The document outlines how Capgemini leverages hybris technology and agile methodologies to enhance customer experiences and drive digital transformation for businesses. It emphasizes the need for companies to adopt a customer-centric approach and integrate digital strategies for both B2B and B2C markets, highlighting the substantial benefits of improved digital intensity and transformation management. Capgemini aims to support enterprises in creating world-class eCommerce solutions that ensure seamless user experiences and heightened customer engagement across various channels.
Inspired Experiences with Technology from hybris and Agile Methodology #SAPPHIRENOW
- 1. Inspired Customer Experiences enabled with Hybris technology and Agile Methods Fernando Alvarez Chief Digital Officer, Corporate Vice President Capgemini
- 2. Our research with MIT iden/fies 4 categories of companies DIGITAL INTENSITY TRANSFORMATION MANAGEMENT INTENSITY Fashionistas Digital Masters Beginners Conservatives 2
- 3. Digitally mature companies significantly outperform their peers Revenue GeneraMon Profitability Market ValuaMon Companies with stronger digital intensity (WHAT) derive more revenue from their physical assets* Companies with stronger transforma>on management intensity (HOW) are more profitable Companies with stronger transforma>on management intensity (HOW) achieve higher market valua>ons 3
- 4. eCommerce, as part of Digital transforma/on -‐ is about changing the core of how business is done, star/ng with customer experience TransformaMve Digital Vision Digital Governance IteraMve TransformaMon Roadmap Digital Engagement Digital Technologies Digital Enablers Business Model Customer Experience People / OrganisaMons Digital operaMons 4
- 5. Sector Experience Design Customer & Business Strategy Data & Technology Marke/ng & Engagement Ac/va/on InspiraMon & Stewardship Customer Experience is about inspiring interac/ons with your organiza/on and making sure you take care of your customers in the most effec/ve and targeted manner 5
- 6. Our Digital Vision for Inspired Customer Experiences ! Put Customer Experience at the heart of your digital transforma/on ! Design Customer Experience from the outside in ! Increase reach and customer engagement, where it maPers, through new digital channels ! Make data and analyMcs the lifeblood of your customer experience reinven/on ! Seamlessly mesh your digital and physical experience in new ways ! Keep on innovaMng – it’s never over! Every digital improvement in customer experience will open up new possibili/es 6
- 7. All B2B and B2C companies need to build a world-‐class eCommerce business eCommerce Experience and Strategies B to C B to B Business Needs Market Dynamics OrganizaMon’s Primary Market Digital Disruptions Complexity and Constant Flux Staying one step ahead of the competition Digital Commerce means a new way of working Catching up & opening new digital channels, and meeting expectations of B2C experience for B2B buyers Benefits Consistent and seamless user commerce experience across multiple channels, brands, business models and geographies Higher customer satisfaction leads to higher value and repeat sales 7
- 8. B2C and B2B Successes of accelerated results with business benefits to our clients Capgemini helped accelerate >me to market with an agile Speed to Value implementa>on «Satisfy the needs of B2B e-Commerce customers, whilst applying pioneering best practices from B2C e-Commerce » Capgemini had helped transform the company into a “Social Enterprise” and deploy the solu>on for 18,000 employees over a 9-‐month period «Share a new idea every day» How to develop in 6 months new innova4ve Digital services to transform the logis4c support? « Digital services to improve efficiency of logistic support» Capgemini helped perform in a very compe>>ve and innova>ve Digital world «Digital for a better Quality of Service» Capgemini helped speed up the Digital Transforma>on through processes and technological innova>on «Innovative technology to climb up the value chain» How to define a strategy of new B2C Services, Build the plaAorm and rollout the first 3 services in less than 3 months? « Launch in 3 months a new B2C platform of services” Capgemini assisted in united teams around Digital and its poten>al and switch from a product-‐based culture to a customer-‐ oriented culture «Internal collaboration, Customer mindset & Digital roadmap» 8
- 9. We are ready to help with the unique end-‐to-‐end soluMon to support your eCommerce business 9 All-‐channel, Self-‐service, Big data, and Payments PlaZorm Fast Vision, Design and Roll-‐out Unique and DelighZul User Experiences E-‐Commerce plaZorm
- 10. eCommerce Detailed Offering Products/Warehouse! eCommerce360˚! ERP/OrderManagement! legacy 10
- 11. Odigo solu/on provides a consistently excellent service across all channels 140,000 Agents 3+ Billion interac/ons 11
- 12. Speed to Value methodology accelerates /me to market while providing proven benefits to top and boPom lines 12 1 month 2 months 3 to 6 months FAST VISION FAST DESIGN FAST ROLLOUT Move from Ideas to Solu>ons with the Lean start-‐up approach Define Strategy based on concrete solu>ons Accelerate the deployment & solu>on adop>on Commit to results & output Reduce Cost Increase Customer Sa>sfac>on (NPS) Reduce Time to Market
- 13. SAP + Hybris + Capgemini strong alignment and deep knowledge with skillful professionals around the globe will bring innova/on to your company With more than 130,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consul/ng, technology and outsourcing services. The Group reported 2013 global revenues of EUR 10.1 billion (more than $13 billion USD). By combining deep understanding of the customer context with a single view of the enterprise, Capgemini enable organizations to deliver a “profitable promise to its customers” based on intelligent insights, innovative technology and optimised processes " More than 15,900 SAP resources globally " Prac//oners have on average 8+ yrs SAP exp. " 1 300+ SAP customers " More than 5,000 DCX consultants globally " MIT partnership / thought leadership SAP Practice Digital Customer Experience 13
- 14. Capgemini brings partners & solu/on ecosystem to open possibili/es 14 PlaWorm Agile/Lean collaboraMon tools Research Big data ERP ecommerce 3rd Party ecommerce You
- 15. Capgemini is ready to support you in a Speed to Value crea/on of the world class eCommerce for real impact in the market e2E eCommerce Offering B to C B to B OrganizaMon’s Primary Market Benefits Capgemini Value ProposiMon Consistent and seamless user commerce experience across multiple channels, brands, business models and geographies Higher customer satisfaction leads to higher value and repeat sales Integrated customer engagement e2e solution with delightful customer experience Single scalable platform for growth and transformation with delightful customer experience All-channel, Self-service, Big data, and Payments Platform Fast Vision, Design and Roll-out Unique and Delightful User Experiences E-Commerce platform Capgemini Offering 15