© CGI Group Inc. 2016

EXECUTIVE BUSINESS BRIEFING 2017

#RenewYourBusiness Retail & Consumer Services

Torben Ryttersgaard – Vice President Commercial Sectors

30. november 2016

Det fortæller vores kunder os

Dette indlæg

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• CGI’s årlige kundeundersøgelse

• 1.000 personlige interviews

• Forretnings- og teknologi-ledere

• 10 brancher – også Retail & Consumer

Service

• 20 lande – incl. Danmark

CGI Global 1000 - Retail & Consumer Services

• Landskabet

• Vejen frem

• Microsoft Dynamics 365

Cloud – eller ikke Cloud…

For the RCS industry, a digitally connected value

chain is essential to deliver on rising consumer expectations

for a seamless, real-time and personalized experience

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Manufacturer

Retail

Consumer

Distributor

Raw Material

Producer

Supplier

Transport

Convergence continues to accelerate

- the connected consumer can research, buy,

and receive products and/or services from a

retailer, a manufacturer, or from the source

Improving agility and time to

market requires a technology-

enabled, digitally connected

value chain

Retail and Consumer Services

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Reduce the Run Invest in Change Grow Revenue

Industry Trends

Becoming digital organizations to meet customer expectations

95%

Protecting through cybersecurity

68%

Omni-channel is the new normal

56%

Assuring regulatory compliance 47%

Continuing economic pressures restraining consumer spending

22%

• The connected customer demands a seamless, real-time experience across all channels

• The convergence of the physical and digital worlds increases the importance of Cybersecurity

• Data will provide more insight into behaviours, leading to more real-time personalization

Business Priorities

Optimize today’s operations (Fund new, agile models that improve time to market)

78%

Harness the power of data analytics (real-time insights; for new revenue streams)

72%

Improve the customer experience

71%

Collaborate across the boundaries of our organization

62%

Need to drive collaboration between business and IT to prioritize and optimize IT

52%

IT Priorities

Transform to become a digital enterprise

88%

Drive IT modernization 84%

Embrace new IT delivery models (e.g., SaaS, PaaS, agile)

66%

Deliver the benefits of big data and business insight

57%

Improve customer experience through increased digitalization

57%

OpEx

+2%

CapEx

+8%

Source : CGI Global 1000 (2016)

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Digital transformation continues to enable a seamless experience across the physical and digital worlds

• Modernizing and standardizing

platforms is a must to ensure a

seamless experience for the

“phygital” customer

• RCS organizations continue to

innovate further blurring the

lines between channels

• RCS organizations are

leveraging data to better

understand customer

experiences, and tailor future

interactions

• Mobile everything

Digital Transformation in Retail and Consumer Services

* Many CGI clients span multiple industry verticals and may be more advanced than peers. For

the purposes here we have used the predominant industry and average across all CGI clients

Consumer Intensive

Asset Intensive

Insurance

Oil & Gas

Healthcare

Transport & Logistics

Retail

Banking

Manufacturing

Government

Utilities

Communications

Risk & Investment Intensive

Business

urgency

Political

urgency

Source : CGI Global 1000 (2016)

Enterprise

Digital

Transform

ation

Business

Priorities

Customer-Centric Business Transformation

People & Technology Transformation

Operating Model Transformation

Digital Transformation

Challenges

76% Cultural change /

change management

67% Collaboration

between business and

IT

31% Acquiring digital

insight

53% Technology /

legacy / agility

constraints

70% Omni-channel

customer experience

management

RCS is moving into the 3rd generation of the digital

revolution enabled through customer-centricy,

people & technology and operating model innovations

Decommissioning Legacy

Transforming and Enabling

31% Lack of funding /

budget

53% Cybersecurity

concerns

71% Improve the

customer

experience

62% Collaborate

across boundaries

of our

organization

72% Harness the

power of analytics

(real-time insight

78% Optimize

operations (Fund

agile models to

improve time to

market)

57% Drive

collaboration

between business

and IT

9 Source : CGI Global 1000 (2016)

Our roadmap for successful digital transformation

addresses the need to enable a seamless customer

experience across the value chain

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GROW THE ORGANIZATION

CHANGE THE ORGANIZATION

RUN THE ORGANIZATION

+ +

Efficiently manage operations

through:

• Modernization and

standardization

• Cloud and SaaS services

• Outsourcing & managed

services

Digitally transform to exceed

customer expectations through;

• Automation across channels

• Platforms for employee

interaction

• IP solutions (eComm, ERP

Customer Experience, and BI)

360° data to understand

customer behaviors through:

• Mobility – interact and pay

• Proximity and gelocation –

physical and digital assets

• Tablets – research customer

data to improve relationships

Digitization results in highly informed customers with access to more products,

and services. RCS need to connect with customer anytime, anywhere blurring the lines

between the physical and digital worlds.

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PL

AT

FO

RM

-AS

-A-S

ER

VIC

E

Cloud Vendor Landscape

SECURITY

CONNECTIVITY

INTEGRATION

SO

FT

WA

RE

-AS

-A-S

ER

VIC

E

Cloud Transformation Roadmap

Vendors Services Security

Integration Data Processes

Competencies

Microsoft Dynamics 365

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• Du får fart på digitaliseringen

• Løsningen kan vokse med dine behov

• Fordele for både kunder, medarbejdere, drift,

forretning...

• Digital indsigt gør dig proaktiv

‘Next Generation Intelligent Business Applications’

Rejsen

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… at understøtte den digitale

transformation, så du kan differentiere

din virksomhed fra dine konkurrenter.

Det er ikke - som sådan - et spørgsmål

om interessant, ny teknologi som

Cloud, Internet of Things, Machine

Learning mv.

Det handler mere om, hvordan din

virksomhed kan udnytte teknologien til

at skærpe jeres egen profil.

Det er den rejse, der er interessant

I virkeligheden handler det om…

#RenewYourBusiness Kontakt:

VIL DU VIDE MERE?

Torben Ryttersgaard

Vice President, Commercial Sectors

Mobil: 25 18 87 51

E-mail: torben.ryttersgaard@cgi.com

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