Kingfisher PLC · LSE:KGF
Kingfisher — Bernstein E-Commerce Conference 2015
9 slides from Kingfisher's conference presentation, Jun 12, 2015
Slide 1: Bernstein E-Commerce Conference 12 June 2015
Bernstein E-Commerce Conference 12 June 2015
Slide 2: Multi Channel Evolution – a classic model
Multi Channel Evolution …… a classic model Single Multi Cross Omni Channel Channel Channel Channel Single touch point Multiple independent Integrated multiple Seamless experience touch points touch points across all touch points 1
Slide 3: Multi Channel Evolution – our experience
Multi Channel Evolution …… our experience Evolving Seamless Evolving Seamless Single Multi Cross Cross Digital Customer Channel Channel Channel Channel Experience Pathways Seamless Seamless Cross Cross Channel Channel Single touch Multiple Multiple touch Seamless Evolving All touch points point inde
Slide 4: Multi Channel Evolution – Evolving Cross Channel
Evolving Multi Channel Evolution …. Cross Channel Increasing integration between channels usually driven by Click & Collect Low Volume High Volume Single fulfilment route Multiple fulfilment routes Evolution Inventory visibility and accuracy key factors 3
Slide 5: Multi Channel Evolution – Seamless Cross Channel
Seamless Multi Channel Evolution …. Cross Channel Major systems step change, our first was Screwfix Phone Mobile On-line Store Store EDI (Voice) (App or SMS) (Stocked) (Non-Stocked) (B2B) Order from Fulfilled by Pick up from Pick up from Click / Call, & Deliver to Deliver to Supplier Delivery store
Slide 6: Multi Channel Evolution – Seamless Cross Channel systems project
Seamless Multi Channel Evolution …. Cross Channel Our latest group systems project moves concept on even further Consumer Colleague Supplier Web Technologies Layer Services & Integration Layer Core Systems Layer 5
Slide 7: Multi Channel Evolution – Evolving Digital Experience, Device Change
Evolving Multi Channel Evolution …. Digital Experience Trend 1 – Device Change X Device form and capabilities constantly changing 6
Slide 8: Multi Channel Evolution – Evolving Digital Experience, Personalisation
Evolving Multi Channel Evolution …. Digital Experience Trend 2 – Personalisation Algorithmic content Data Users want a more personal experience User content 7
Slide 9: Multi Channel Evolution – Seamless Customer Pathways
Seamless Multi Channel Evolution …. Customer Pathways The next set of challenges …… Functional Multiple Inspiration Emotional Choice Choice Fulfilment Phases How to do it? Bathroom Project c7 Months Cycle 8