ABB CUSTOMER WORLD | Houston | March 4-7, 2019 The

Transcript:ABB CUSTOMER WORLD | Houston | March 4-7, 2019 The:
ABB CUSTOMER WORLD | Houston | March 4-7, 2019 The future of B2B eCommerce and Digital Customer Experience 234901 Monique Elliott, Global Head of Customer Experience eCommerce defined 1 2 3 The future of B2B eCommerce and Digital Customer Experience Points of value Understand 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, 2019 Slide 3 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 journey eCommerce March 14, 2019 Slide 4 Intimate digital experience Simplified UX Data transparency Self-sufficiency - with help available Customer & manufacturer productivity From manual to online More effective use of commercial & customer service resources Expand our reach Access parts of the markets not previously available … remote, no local footprint eCommerce as a business strategy March 14, 2019 Slide 5 Includes research, marketing, configuring, servicing, selling and buying products Accessibility on all devices/platforms including desktops, mobile, social Functionality can be applied across different channel strategies: Manu  Distributor  End User Manu  e-Tailer  End User Manu  Distributor  e-Tailer - - - eBusiness eCommerce Customer loyalty Technology innovation Shopping carts Payment processing Order tracking Electronic Data Interchange (EDI) Vendor Managed Inventory (VMI) Personalization engines Configure, Price, Quote (CPQ) Product Information Management (PIM) Marketing Automation eCommerce ecosystem Digital Marketing March 14, 2019 Slide 6 Digital Content Closed authenticated order platforms EDI VMI Distributor owned web shops Manufacturer owned marketplaces Third-party e-tailers and marketplaces Online commerce landscape March 14, 2019 Slide 7 Digital Marketing Information Systems/Technology Online search The evolution of Digital Customer Experience TRADITIONAL E-COMMERCE E-BUSINESS MULTICHANNEL OMNICHANNEL Traditional industry meets the evolution of Customer Experience B2B