ABB CUSTOMER WORLD | Houston | March 4-7 - PowerPoint Presentation

1. ABB CUSTOMER WORLD | Houston | March 4-7, 2019The future of B2B eCommerce and Digital Customer Experience234901Monique Elliott, Global Head of Customer Experience

2. eCommerce defined

3. 123 The future of B2B eCommerce and Digital Customer ExperiencePoints of valueUnderstand the various digital commerce formats and which make sense for you.Learn from a panel of experts on how traditional B2B online commerce is evolving into digital customer experience programs.Take part in an open dialogue to share best practices and discuss the future of B2B eCommerce.The B2B space is undergoing unprecedented change with growth of eCommerce solutions for manufacturers and distributors.  No longer is this only an area of opportunity for consumer-centric business models.  Join this fireside chat to learn how ABB is approaching the evolution of customer experience through eBusiness solutions, digital tools and non-traditional marketing to make it easier for customers to buy online.March 14, 2019Slide 3

4. The buying and selling of goods and services using the internet, mobile networks and commerce infrastructure … It includes research and marketing activities that support these transactions, including people, processes and technologies to execute at all touch points throughout the customer buying journeyeCommerceMarch 14, 2019Slide 4

5. Intimate digital experienceSimplified UXData transparencySelf-sufficiency - with help availableCustomer & manufacturer productivityFrom manual to onlineMore effective use of commercial & customer service resourcesExpand our reachAccess parts of the markets not previously available … remote, no local footprinteCommerce as a business strategyMarch 14, 2019Slide 5

6. Includes research, marketing, configuring, servicing, selling and buying productsAccessibility on all devices/platforms including desktops, mobile, socialFunctionality can be applied across different channel strategies:Manu  Distributor  End UserManu  e-Tailer  End UserManu  Distributor  e-Tailer- - - eBusinesseCommerceCustomer loyaltyTechnology innovationShopping cartsPayment processingOrder trackingElectronic Data Interchange (EDI)Vendor Managed Inventory (VMI)Personalization enginesConfigure, Price, Quote (CPQ)Product InformationManagement (PIM)Marketing AutomationeCommerce ecosystemDigital MarketingMarch 14, 2019Slide 6

7. Digital ContentClosed authenticated order platformsEDIVMIDistributor owned web shopsManufacturer owned marketplacesThird-party e-tailers and marketplacesOnline commerce landscapeMarch 14, 2019Slide 7Digital MarketingInformation Systems/TechnologyOnline search

8. The evolution of Digital Customer Experience

9. TRADITIONALE-COMMERCEE-BUSINESSMULTICHANNELOMNICHANNELFOCUSINVESTMENTEXPERTISE & TIMEEXPERIMENTTraditional industry meets the evolution of Customer Experience

10. B2B customers expect more digital engagementSource: Forrester (Death Of A (B2B) Salesman: Two Years LaterMarch 14, 2019Slide 10B2B buyers expect to buy more online in the coming years:“What percentage of my purchase for work do I make online?”55% of buyers expect to make half or more of their work purchase on-line B2B buyers accelerate their desire for digital self-service:“I prefer gathering information online on my own”68% of B2B buyers do their own pre-sales research on-line because it’s more convenientProfessional buyers look for immediate access, transparent prices, better buying experience2015201720172020

11. B2B buyers have evolved and continue to changeSource: 1 IBM Commerce, 20152 Avanade, Global Survey: B2B is the new B2C, 2013 March 14, 2019Slide 11Getting younger~50% of all B2B buyers are Millennials, up from 27% compared to 2013 1Leverages new technologiesWith reviews and mobile web access, customers know more about your products, service, competitors and pricing than you doMimics consumer shopping behaviours Want convenience, flexibility and customizationWilling to pay for a great experience Pay on average 30% more for a superior customer experience 2Millennials Ages 21-34Generation X Ages 35-51Baby Boomers Ages 51-70

12. B2B buyers have evolved and continue to changeMarch 14, 2019Source: UPS Industrial Buying Dynamics Study 2017; United States studySlide 1230%40%50%10%20%0%Sales representativeOnline search engineCompany websiteSocial mediaMillennials Generation XBaby boomersQ: Which of the following sources do you typically use to find out more information about a new industrial product supplier?Methods of researching suppliers Q: What percent of your total purchases of industrial supplies/ products, in a year, are with the following types of suppliers?

13. Global online B2B market expected to be twice the B2C by 2020Source: FROST & SULLIVAN [Office for National Statistics (UK); EU Stat; US Census Bureau; National Census Bureau]March 14, 2019Slide 13Estimates of B2B eCommerce, Global, 2020eCommerce activity of Enterprises in key economies, Global, 2020 B2B Estimates $6.7 trillion (vs B2C $3.2 trillion) and account for 27% of total manufacture tradeTotal Manufacturer Trade1 $25 trillionOnline Trade = 27% of Total = $6.7 trillionKey EU countriesRest of the WorldChinaThe United KingdomThe United StatesOnline Sales: Excludes sales from the use of ICT technologies such as EDITotal online sales ($ Trillion)

14. March 14, 2019Slide 14