Digital disruption in retail - February 2020 - Deloitte

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Digital disruption in retail - February 2020 - Deloitte
Digital disruption in retail
February 2020
Digital disruption in retail - February 2020 - Deloitte
Digital disruption in retail - February 2020 - Deloitte
Digital disruption in retail

Contents
Foreword                                                             04
Executive summary                                                    06
Overview of agile retail organisation–Backend                        08
   Supply chain                                                      09
   Logistics and warehousing                                          15
   Finance                                                           24
   Procurement and vendor management                                 27
   Assortment mix and planning                                       30
   People                                                            31
Technology transformation of the physical store                      34
   In-store/Physical store transformation                            35
   Customer experience, personalisation,
   and telling stories                                               38
   Technology driven opportunities for start-ups                     40
Disruption through data unification and marketing                    42
   Omnichannel                                                       43
   Marketing and distribution tech                                   45
   Emergence of digital marketing                                    48
   Data privacy                                                      48
Collaboration in the digital age-Retail ecosystem                    50
Way forward                                                          58
Endnotes                                                             60
Contacts                                                             62
Acknowledgements                                                     62
                                                                         03
Digital disruption in retail - February 2020 - Deloitte
Digital disruption in retail

Foreword
Retailers function in a dynamic                digital content, transactions, and after-
environment witnessing dramatic shifts         sales service to keep pace with market
on key front-end elements, including the       disruptions.
following:
                                               Channel: Direct-to-consumer models,
Consumer: From the perspective of a            such as exclusive brand outlets (EBOs),
brand’s interaction with its consumers,        are witnessing increased investment from
time and distance have been the major          brands seeking to retain their relevance
dimensions that have been decreased.           amid squeezing margins due to large
This led to greater convenience for            format retail (LFR) and large marketplaces.
customers. Preference for instant              While the share of multi-brand outlets
gratification, enhanced shopping               (MBOs)/general trade continues to
experience, sustainability, and easy           deplete, we see an increased focus on
access to social media have led to the         brands increasing their engagement with
creation of new-age consumers who are          the top quartile of MBOs.
more confident and expressive in terms
of how they think, feel, and act.              The resultant changes in business
                                               models are visible across the three
Brand: It is not only about maximising         areas of demand generation, capture,
shareholder value alone but also about         and fulfilment. There are possibilities
the impact that retailers have on local        of dramatically increasing footfall,
communities, the environment, and the          conversion, average bill value on the
social capital that they build. This signals   front end; improving merchandising,
the brand’s commitment to promote              assortment planning, brand
inclusion and celebrate diversity in a         experience at the store; and driving
world where trust levels in big businesses     better availability, demand sensing,
have dropped to a historic low.                and inventory rotation in the supply
                                               chain, by deploying asset-light digital
Product: Return on catchment or pin            technologies using the start-up
code is the key driver to defining product     ecosystem. This might result in retailers
assortment at stores. It is no longer          accelerating sales at a lower cost to
sufficient to track same store sales on        serve to help build more sustainable
return on investments at a store level.        and profitable business models for the
Shortening product life cycles and             future.
the dramatic increase in new product
launches have also created the demand
for agile and dynamic product portfolio
rationalisation.

Store: A phydigital store is a place
where the boundaries between the
physical shop and the online website
blur to provide a seamless experience
to customers. Digital influence factors
have increased across categories and           Anand Ramanathan
brands usually struggle in aligning their      Partner, Consulting

04
Digital disruption in retail - February 2020 - Deloitte
Digital disruption in retail

Foreword
A Definitive Guide to Digital                  Digital transformation is impacting
Transformation                                 every phase of the retail value chain,
Technology advancement and digital             from sourcing and product development
enablement are transforming the                to marketing and distribution. The
consumer as well as the market at              way forward for the retail sector is to
a rapid pace. Agility in the backend           collaborate and offer integrated solutions
processes such as supply chain, finance,       to consumers.
procurement and assortment are the
means to remain competent in such a            This report is aimed at helping readers in
highly competitive environment.                their journey towards integrated retail.
                                               The best practices by retailers from
The report ‘Digital Disruption in Retail’      around the globe will help inspire, learn
sheds light on the various digital             and grow.
transformations expected in retail value
chain . It delves into the offline to online
( O2O ) as well as online to offline and
explores the new business realities
that are emerging with it. These include
hyper-personalisation of consumer
experience, value-driven actions, and
technology-driven process. These serve
as a means to gain a competitive-edge in
a market driven by constant change and         Kumar Rajagopalan
disruptions.                                   Chief Executive Officer - Retailers
                                               Association of India (RAI)

                                                                                                                     05
Digital disruption in retail - February 2020 - Deloitte
Digital disruption in retail

Executive summary
Access to global markets, preference         behavioural insights through advanced
for convenience, and availability of         data analytics, emerging technologies,
diverse choices for consumers have led       such as internet of things (IoT),
to the rapid evolution of retail in India.   augmented reality (AR) and virtual reality
Further, advancement in technology,          (VR), artificial intelligence (AI), bots and
higher household income, varied retail       drones, beacons, and cloud platforms,
channel options, diverse product variety,    have played a key role in enhancing
personalised service offerings, etc.,        consumers’ engagement more than ever.
have resulted in enhancing consumers’        Engaging consumers through immersive
shopping experience. To stay ahead           technologies, bespoke solutions,
of this rapid evolution, retailers need      and custom targeting, is expected to
to consider embracing agility in their       significantly increase the probability
functions and operations. Agility in         of attracting and retaining new-age
processes has the potential to lead to       shoppers. Various new solutions are
collaboration among cross-functional         being offered by established companies
inter-disciplinary members, encouraging      and start-ups to woo shoppers. However,
iterations for an adaptive best-case         these strategies require enabling a digital
process. The concept of agility can          ecosystem to deliver desired outcomes.
be used across functions to augment
productivity and efficiency, as well as      Through this report on ‘Digital disruption
reduce costs and efforts.                    in retail’, we present the aspects of agility
                                             in retail organisations’ operations. The
                                             report then delves into the implications of
                                             technology, leading to disruptions across
                        E                    entire retail value chain and transforming
                                             consumers’ shopping journey at each
                                             value point, making it more convenient.
     N                             T         In the age of digital marketing and
                                             omnichannel offerings, inter-functional
                                             networking has become a crucial aspect.
                       W                     With the lines blurring between offline
                                             channel and online channel, the best way
                                             to put a foot forward in the right direction
     O                              K        is collaboration between physical space
                                             and digital space, i.e., ‘phygital’. Such an
                                             integrated model has the potential to
                        R                    ensure a seamless shopping experience
                                             to consumers from all forms of strata. It
                                             is also a win-win solution for the physical
Technology has been the front runner         and digital players as it supplements the
in driving businesses, and enhancing         model’s overall efficacy by combining
consumer engagement and experience.          complimentary advantages of
Apart from understanding consumers’          individual models.

06
Digital disruption in retail - February 2020 - Deloitte
Digital disruption in retail

                         07
Digital disruption in retail - February 2020 - Deloitte
Digital disruption in retail

Overview of agile
retail organisation
As we enter a new decade, retailers must     with large global retail giants penetrating
take stock of their current positioning      Indian markets, the competition for
vis-à-vis the market and the industry. It    acquiring customers has only become
is also critical for them to be aware of     more intense. Thus, retailers are realising
customers they are serving and manage        the need for constantly innovating. The
operations to meet the rapidly evolving      availability of advanced tools is pushing
expectations.                                retailers’ limits from fully integrated
                                             networks to procurement networks that
Retailers have been periodically investing   allow them to choose vendors.
time and resources in technology. In
the past decade, they have developed         The digital customer has never had a
advanced supply chain operations with        better time to shop, with companies
a far greater reach and a product line       integrating tech throughout their
targeting more consumers. However,           systems.

08
Digital disruption in retail - February 2020 - Deloitte
Digital disruption in retail

Impact of disruption on a retail organisation

Supply chain                                 The collapse of the linear supply chain
                                             New technologies and tolls have allowed the traditionally linear supply chain to collapse
Shift from traditional supply chain to       into an agile interconnected network that unlocks new value across the digitised nodes
digital supply networks (DSN)
A fast-paced shift is being witnessed in
the way supply chains function. Advances
in computing memory and processing
are driving entrepreneurs to develop
innovative new digital technologies
and capabilities. These technologies,           Develop            Plan           Source             Make          Deliver          Support
including sensors, artificial intelligence         New value is being created by digitising and connecting the traditional nodes
(AI), machine learning (ML), and cognitive
computing, create the foundation for
                                                  Digital      Synchronised Intelligent             Smart          Dynamic    Connected
analytics and a conversion between the
                                              development        planning       supply             factory        fulfilment  customer
physical world and the digital worlds,          Optimise           Provide   Reduce costs        Unlock new           Boost     Create
transforming traditional, linear supply          product         significant through new         efficiencies      customer    seamless
chains into connected, intelligent,              lifecycle      efficiencies   advanced          by a more,          service   customer
scalable, customisable, and nimble            management          through    technologies,       connected,      through new engagement
                                                    with      synchronisation models,             agile, and        levels of    from
supply networks.
                                                advanced                         and              proactive       speed and inspiration to
                                              digital tactics                 capabilities         factory            agility   service
These new supply chains, also known as
DSNs, are dynamic and integrated. These
chains address the issue related to the
                                                                 The birth of the digital supply network (DSN)
delayed action-reaction process of the
                                                Innovative and disruptive technologies can enable supply chains to transform into
linear supply chain using real-time data.
                                                            DSNs, which can serve as a powerful competition weapon.
This enables better informed decisions
and enhanced collaboration across the
entire supply network, as well as provide
greater transparency.
                                                                                      Synchronised
                                                                                        planning
The main characteristics of the DSN
include always-on agility, connected
community, intelligent optimisation,
end-to-end transparency, and holistic                                                                              Connected
                                                             Dynamic                                             customer and
decision-making. Each of these
                                                            fulfilment                                            aftermarket
characteristic plays a role in enabling
more informed decisions and can
help organisations address the central
question in their strategic thinking: how                                                  Digital
to win?                                                                                     Core

Organisations need to consider preparing                     Digital
                                                            product                                                  Smart
themselves to lead by imbibing agility
                                                          development                                               factory
into systems, processes, and decision-
making. Personalisation at scale,
leveraging ecosystems, and driving
business-led digital strategies are some
of the key themes.                                                                      Intelligent
                                                                                          supply

                                             Source: https://www2.deloitte.com/us/en/pages/operations/solutions/digital-supply-networks.html#

                                                                                                                                                09
Digital disruption in retail - February 2020 - Deloitte
Digital disruption in retail

How to “Turn-On” your digital supply network
Companies must choose specific supply chain transformation and execute priority initiatives to meet their competitive objectives.

How many supply chains do
                                            What is our
you need?
                                             winning
Where will you segment by
                                            aspiration?
customer, product, geography,
or channel?
                                                                   Where will
                                                                    we play?
Where will you compete on…
Speed? Agility? Service? Cost?                                                           How will we
Quality? Innovation?                                                                        win?

                                                                                                                  What
Where do you need to                                                                                           capabilities
transform your supply                                                                                          must be in
chain to meet your strategic                                                                                     place?
business objectives?                                                                                                                  What
                                                                                                                                   management
                                                                                                                                   systems are
What initiatives will you
                                                                                                                                    required?
deploy to configure your
digital supply networks?

The digital to physical loop unlocks the value
The core supply chain issues persist and present opportunities to apply new solutions to unlock unprecedented value

01
           Physical to digital
           Capture signals and data
           from the physical world
           to create a digital record.

                                                                                         02
                                                                                                   Digital to digital
                                                                                                   Exchange and enrich information
                                    Physical			                                Digital             using advances analytics, artificial
                                                                                                   intelligence, and machine learning
                                                                                                   to drive meaningful insights.

                                     03
                                                Digital to physical
                                                Deliver information in
                                                automated and more effective
                                                ways to generate actions and
                                                changes in the physical world.

Source: https://www2.deloitte.com/us/en/pages/operations/solutions/digital-supply-networks.html#

10
Digital disruption in retail

Digital supply networks (DSNs) characteristics
DSNs share common characteristics that drive differentiated performance and value

            End-to-end                    The ability to see across the network                    Capability elements
            transparency                                                                           Existing data sets
                                                                                                   Sensors
                                                                                                   New data sets
                                                                                                   Visualisation
            “Always-on agility”           The ability to proactively operate across the            Capability elements
                                          network                                                  Predictive alerts
                                                                                                   Advanced analytics
                                                                                                   Edge computing
            Connected                     The ability to extend into your suppliers and            Capability elements
            environment                   customers                                                Third-party data sets
                                                                                                   Real-time collaboration and live data
                                                                                                   sharing
            Resource                      The ability to identify and use the right worker,        Capability elements
            optimisation                  human, or machine, for work                              Artificial intelligence
                                                                                                   Optimisation algorithms
                                                                                                   Unstructured data
            Holistic decision-            The ability to continuously learn and make               Capability elements
            making                        optimal network decisions                                Machine learning
                                                                                                   Voice and thought interaction

Foundational elements

 Cybersecurity                   Data integrity                      Safety                        Talent

Critical components
Digital supply networks require an ecosystem of functional and technical resources, tools, and capabilities to deliver results.

                     Function supply                                Internet of                                  Advanced
                     chain                                          things                                       analytics

        • Product development                           • Sensors                                     • Simulation
        • Planning                                      • Hardware                                    • Data science and algorithms
        • Sourcing                                                                                    • Machine learning
        • Manufacturing                                                                               • Natural language processing
        • Logistics and distribution                                                                  • Video and spatial analytics

                      Platforms and infrastructure                                           Talent

         • SAP/S4 and                  • PTC’s ThingWorx,                         • Future of work             • Humans enhanced
           Leonardo,                   • AWS,                                     • Robot vs. human              through advanced
         • GE Predix,                                                               optimisation                 wearables
                                       • Google Cloud,
         • Oracle Cloud,               • Blockchain                               • Co-bots

Source: https://www2.deloitte.com/us/en/pages/operations/solutions/digital-supply-networks.html#
                                                                                                                                                    11
Digital disruption in retail

New tools and technique enable new solutions
Increased computing power and a reduction in cost have spurred innovation and an array of new exponential tools and
opportunities.

                                       Internet of things                 Intelligent agents                   Text analytics       Machine learning and
 Level of enterprise-wide adoption

                                                                                                                                     predictive analysis

                                                                                                                                   Artificial intelligence and
                                          Cloud               Visualisation              Data lakes                     Big Data      cognitive analytics

                                                                                                                                     Crowd sourcing and
                                              Data warehousing
                                                                                                            In-memory processing        competition
                                              Business intelligence
                                              ERP application
                                              Data modelling
                                                                                                                                      Advanced human
                                                                                                                 Cyber security      Computer interface

                                     				               Table stakes        			                                Modernisers               Exponentials

Digital adoption technology pyramid
Digital adoption is a transformative
process that uses technology solutions
from the ground up, starting from a                                                                       Artificial
unified pool of data that can be analysed                                                               intelligence
and then used to drive business
decisions. Starting from the bottom of the
pyramid, the process of adopting digital
                                                                                      ion

technologies needs to be an ongoing and                                                           Advanced analytics
                                                                                    pt

focused initiative. It should be a part of
                                                                                                     Predictive analytics
                                                                                  do

every business’s long-term strategy. This
                                                                                la

in turn is expected to lead to a game-                                                     Inventory and network optimisation
                                                                             ita

changing competitive advantage. Refer
                                                                          dig

to the diagram to know the four stages
                                                                       of

of digital adoption.
                                                                    es

                                                                                                        Automation
                                                                  ag

                                                                             Robotics and automation, wearable and mobile technology,
                                                               St

                                                                             autonomous vehicles and drones, and 3D printing (additive
                                                                                                 manufacturing)

                                                                                                  Digital connectivity
                                                              Internet of things, cloud computing and storage, sensors and automatic identification,
                                                                                   blockchain, and distributed ledger technologies

                                               Source: 2019 MHI Annual Industry Survey in collaboration with Deloitte
12
Digital disruption in retail

Applications of emerging technologies and tactics across the supply chain

                          Augmented
   After market                               End-to-end                                Predictive
                        reality enabled                           Make-to-use with
     sales and                             transparency to                             aftermarket
                           customer                                 3D printing
      service                                 customers                                maintenance
                            support

                                            Sensor-driven
       Sales           Inventory-driven
                                            replenishment          Target marketing
   optimisation         dynamic pricing
                                                pushes

                         Augmented                                                                                 Dynamic/
     Logistics                                Automated             Direct to user
                       realty-enhanced                                                Driverless trucks            predictive
   optimisation                                logistics               delivery
                           logistics                                                                                routing

                         Augmented                                                       Sensor-
    Operations                                Automated              Predictive
                       realty-enhanced                                                enabled labour
    efficiency                                production            maintenance
                           solutions                                                    monitoring

                                                                     Blockchain-          Cloud/
     Supplier          Analytics-driven                                                                            Supplier
                                             Asset sharing             enabled         control tower
   collaboration          sourcing                                                                                ecosystem
                                                                    transparency       optimisation

  Risk prevention      Proactive quality    Track-and-trace         Proactive risk
  and mitigation           sensing             solutions               sensing

   Planning and                                Dynamic                                   Real-time
                       Analytics-driven                            POS-driven auto-                             Sensor-driven
     inventory                                inventory                                  inventory
                       demand sensing                               replenishment                                forecasting
     efficiency                               fulfilment                                optimisation

                           Data as a
     Product                               Make-to-use with         Ultra-delayed
                          product or
   optimisation                              3D printing            differentiation
                            service

                         Sensor/data-
  Design process                           Open innovation/             Rapid          Virtual Design
                         driven design
   optimisation                             crowdsourcing            prototyping         simulation
                        enhancements

      Supply chain transformations                            Sample Tactics

                                                                                                                                     13
Source: Deloitte
Digital disruption in retail

Digital supply networks can become a major competitive differentiator with the potential to achieve the following results:

                   Increased revenue                                                          Improved margins

     • Reorders and refills: Smart packaging, applications,                      • Cost of R&D: Rapid prototyping can lower R&D cost.
       and data can be combined either automatically or with                     • Cost of raw materials: Digital advances can help identify
       minimal intervention to push reorders and refills.                          substitute materials or connect buyers to alternate lower-
     • Marketing effectiveness: Targeted marketing, combined                       cost sources.
       with data from inventory and competitive pricing, can                     • Cost of quality: Increased visibility and monitoring
       facilitate dynamic discounting.                                             can decrease cost of quality. For example, sensors can
     • Direct connection to customers: Increased access                            identify root errors and drive process improvements that
       to customers can drive sales at the precise point of                        dramatically increase first pass yield.
       consumption (for example, ordering groceries directly                     • Cost of service: Digitally gathering data from products
       from the refrigerator).                                                     and/or users and sending it to remotely located, skilled
     • Value of data: Gathering, packaging, and selling data                       technicians can decrease the costs of service and
       from existing customer bases can open up new revenue                        transportation of service technicians.
       channels.                                                                 • Cost of transportation: Automated warehousing robots
     • Speed to market: Effective use of product lifecycle                         and driverless trucks use analytics and dynamic routing to
       management accelerates every step starting from product                     improve efficiency, and reduce accidents and errors.
       development to delivery, and enables innovative products
       to reach customers quickly.

                   Greater asset efficiency                                                   Meeting shareholder expectations

     • Idle assets: The sharing economy can be used for high-                    • Geographic responsiveness: Increased connectivity
       cost and under-capacity assets. For example, a company                      enables rapid responses to unexpected issues, such as
       that only operates two shifts per day could sell its third                  natural disasters or supplier shutdowns.
       shift to another company.                                                 • Brand responsiveness: Increased insight to customer
     • Supply chain downtime: Predictive maintenance can                           concerns or issues enables fast responses to events
       maximise performance and reliability of manufacturing                       such as food contamination outbreaks.
       devices.                                                                  • Proactive risk mitigation: Increased transparency
     • Idle workforce: Sensor-enabled labour monitoring can                        demands proactive assessment of risks and fast
       optimise workforce assignments and scheduling.                              response to customer demands.
     • Click-to-ship time: Automated inventory management
       can radically increase supply chain efficiency.
     • Error propagation: Augmented reality can assist in
       maintenance, and reducing error propagation and rework
       costs.

Source: https://www2.deloitte.com/content/dam/Deloitte/global/Documents/Process-and-Operations/gx-operations-disrupting-business-models-digital-supply-
networks.pdf

14
Digital disruption in retail

  One of the largest global personal care companies: Operations 4.0 digital transformation programme with a focus on a
  customer-centric supply chain
  The company’s supply chain network delivers more than 34 brands producing over 7 billion products a year from 42 factories,
  using 150 distribution centres, half a million delivery points, and 8 distribution channels in more than 140 countries. The
  company receives an order every two seconds.

  In 2014, the company decided to evolve its earlier approach of segmenting by distribution channel. It re-designed supply chain
  capabilities and implemented a world-class integrated information system that provided a collaborative compilation
  of volume forecasts across sales, marketing, supply chain, and finance teams. These forecasts were then shared with the
  company’s factories and distribution centres worldwide.

  Its operations 4.0 digital transformation programme, which groups together the business of packaging, purchasing,
  manufacturing, and supply chain, is harnessing new technologies, including IoT, connected objects, AR/VR, and AI, to boost
  flexibility and efficiency.

  With a keen focus on the customer, the company senses and uses customer sentiment. It senses consumer preferences to
  change and align its portfolio to offer personalised products for purchasing anytime and anywhere. This has pushed the
  company to ensure hyper-connectivity with the final consumer.

  Example: The company has combined sensors, laser measurement, cameras, and advanced conveyor belts in its new
  production line in one of its plants. The redesigned production line processes dozens of different products simultaneously and
  delivers highly personalised products tailored to the individual needs.

  Strategy: Customer experience is being used as the yardstick for the group’s digital transformation. The company has
  set five medium-term priorities for its operations staff: accelerate design, raise the share of connected products, make
  factories and production lines agile, emphasise customisation, and turn consumer service into a business driver.

  Source: News articles, Company website and Annual report

Logistics and warehousing                          The three pillars of the future movement-of-goods networks

With hyper personalisation, customers
are becoming more demanding and                                                            Holistic
asking for same-day or even same-hour                                                 decision-making
deliveries. These demands are affecting                                             The ability to harness
the logistics and supply chain function.                                               and harmonise
Meticulous planning and execution are                                                traditional and new
needed to fulfill these demands. With the                                           data to continuously
rapid infusion of new-age technologies,                                             learn, optimise, and
the ability to effortlessly coordinate                                                      predict
delivery locations, time, and returns
mile by mile is no more a novelty, but
an expectation. As the online economy
                                                                                                            Connected
grows rapidly, the importance of last-mile                           Intelligent                           community
package delivery increases—the final step                           automation                             The ability to
in the competitive and costly process of                         The ability to utilise                  collaborate and
moving items to customers’ homes as                              the right human or                   connect with partners
quickly as possible.2 Delivering products                         machine for work                       to see across the
‘right now’ is the expected norm.
                                                                                                              network

                                                       Source: Deloitte analysis

                                                                                                                                              15
Digital disruption in retail

Although in the early stages, we are witnessing progress in the formation of the next-gen global movement-of-goods network.

Connected community                              Holistic decision-making                            Intelligent automation
The ability to collaborate and                   The ability to harness, and                         The ability to utilise the right human
connect with partners to see                     harmonise traditional and new data                  or machine for the task at hand and
across the network                               to continuously learn and predict                   automate digital processes

Source: https://www2.deloitte.com/us/en/insights/focus/future-of-mobility/future-of-freight-connected-data-intelligent-automation.html?id=insightsapp

As these capabilities advance, we                   as connected communities grow in
are likely to witness a high degree of              parallel with maturing IoT and blockchain
convergence and movement towards                    standards, critical supply chain data
data unification across platforms, which            will begin to flow more freely across
will communicate seamlessly behind                  the network (amplifying the power of
the scenes. The highly broken global                cognitive technologies to drive improved
networks of transportation and logistics            holistic decision-making). In a similar
providers, ocean carriers, retailers,               vein, when holistic decision-making
and other large shippers are expected               merges with automation, the power of
to witness an incremental but fast-                 automation will shift from cheaper to
paced movement towards integration,                 smarter as cognitive technologies and
intelligence, and automation that can               predictive insights feed into a growing
move more goods more quickly to more                robotic network (creating intelligent
places, and with more transparency and              supply chains that cannot only see into
efficiency than today.                              potential bottlenecks but orchestrate
                                                    around them).
The value of these enabling technologies
will unlock as they converge. For example,

16
Digital disruption in retail

Applying the three pillars

Core pillars scale

                      Holistic
                  Decision-Making                                 Global movers explore, pilot, and scale core pillars
                                                                  • Broadening ecosystem connectivity to horizontal partners and pure
                                                                    technology players
                                                                  • Driving digital transformation capable of real-time analytics and more
                                                                    holistic decision-making
      Intelligent                    Connected                    • Implementing future of work talent models that harmonise machine
     automation                      Community                      and humans

Core pillars merge

                                                                    Connected                       Holistic decision-
                                                                                                                                       Automation
                                                                   environments                          making

                                                                  Holistic decision-                                                  Connected
                                                                                                       Automation
                                                                       making                                                        environments

                                                               Integrated digital                The value of automation         Ecosystem
                                                               platforms form new                shifts from cheaper to          connectivity and
                                                               connective tissue,                smarter, as predictive          data standardisation
                                                               bond traditional and              insights feed into              drive partner-to-
                                                               new data, and enable              a growing robotic               partner automation
                                                               data to flow freely               network, creating the           of digital and
                                                               across the network–               physical-to-digital             physical processes
                                                               amplifying the power              loop that becomes the
                                                               of cognitive technology           backbone of a higher-
                                                                                                 performing supply chain

Core pillars unify

                                                                  Reactive supply chains mature to predictive and self-learning,
                                                                  automated networks, with little human intervention. Value creation
                                                                  shifts more heavily to customer experience and personalisation, s
                                                                  intelligent and dynamic first-to-last-mile networks proactively reach
                                                                  customers at the right time and place

Source: https://www2.deloitte.com/us/en/insights/focus/future-of-mobility/future-of-freight-connected-data-intelligent-automation.html?id=insightsapp

                                                                                                                                                         17
Digital disruption in retail

Future of order fulfilment                        convenience and provide real-time
01. AI and ML based fulfilment                    product availability without having to
    systems: The latest AI and ML                 accumulate unsold inventory.2
    platforms can help retailers accelerate
    their order fulfilment process.           02. Irreplaceable node in order
    These technologies allow retailers to         fulfilment journey: While retailers
    automatically map demand conditions           are still contemplating their plans
    with stock availability across stores,        for fulfilment centres and last-mile
    warehouses, distribution centres,             delivery for convenient order
    and even on-road fleet. For example,          fulfilment, physical stores play a
    a US-based footwear manufacturer              critical role in the supply chain.
    acquired multiple start-ups with              Retailers are likely to accelerate the
    analytics and ML capabilities in the          conversion of excess space in their
    past 18 months. These acquisitions            stores into micro-fulfilment centres,
    are aimed at combining RFID                   especially in densely populated areas.
    technology with predictive analytics          One likely hurdle in retailers’ plan
    to accelerate inventory matching and          to redeploy an unused store space
    order fulfilment to meet consumer             could be redesigning limitations
    needs. By combining investments               due to clauses in existing leasing
    in AI and ML technology solutions             agreements, thus pushing more
    and rewriting sourcing policies,              redesigns to owned storefronts.
    retailers can be at the forefront of

The four key trends in this area that retailers will likely adopt in the short term are given below:

        Urban fulfilment                Inventory strategy                 Flexible network              Data and technology
                                                                                                              adoption

 It will give retailers the         A competitive supply chain        It enables supply chains to      It allows retailers to
 ability to provide same-day        is built on end-to-end            move assets faster than          transform their supply
 delivery service to the            visibility and capability to      ever. The physical network       chains with unprecedented
 connected consumer in              quickly flex with changing        needs to change and              visibility and insights
 large metropolitan areas.          demand. Optimal quantity          evolve to cater to speed as      from data. Technology
 While urban warehousing            and timing of inventory           shippers are forced to re-       integrations should be
 comes with a high price tag,       to align with sales and           evaluate their service-level     focused on understanding
 use of local, small delivery       production capacity are           expectations. Retailers with     the customer journey and
 vehicles and reduction             key to enabling smart             brick-and-mortar stores          providing a substantive
 in distribution spend can          inventory capabilities and        are leaning on their “buy        improvement.
 result in a net total cost         reducing waste.                   online, pick up in-store”
 savings.                                                             or “store-to-car” delivery
                                                                      options to provide flexibility
                                                                      and predictability without
                                                                      having to transport the
                                                                      last mile.

18
Digital disruption in retail

Reverse logistics life cycle

                                        Traditional focus areas result in siloed policies and processes

              Supplier                Return                 Return                 Logistics          Merchandise           Returns
            collaboration             policies               options                processes          disposition           analytics
            Merchandise           Time and credit       Methods offered               Store and        Determining if      Understanding
            assortments           terms offered to       to customers to             warehouse        products should    return drivers and
           and allowances          customers and          make returns            applications and     be returned to       costs incurred
             to address            special product         in person or          transportation to    stock or require     throughout the
           product returns           restrictions       through the mail          final destination      liquidation      product life cycle

             Applying smarter insights throughout the entire pipeline achieves a cohesive reverse logistics strategy

Source: Deloitte Report: 2020 retail industry outlook-Convenience as a promise

Major focus should be on returns
Traditional retailers are also placing               incumbents that fail to adapt their own
                                                                                                           An American multinational retail
big bets in the area of reverse logistics            operations according to the rapidly
                                                                                                           corporation operating a chain of
to attract store traffic. A major US                 evolving environment. The movement of
                                                                                                           hypermarkets, discount department
department retail chain completed the                goods from China to the United States
                                                                                                           stores, and grocery stores with a
nationwide rollout of returns programme              on its owned vessels in 2018 marked the
                                                                                                           significant e-commerce presence
offered by one of the largest e-commerce             completion of the world’s first end-to-end
                                                                                                           The company is taking grocery delivery
players. Foot traffic to its stores increased        shipping network. This is the last missing
                                                                                                           to the next level by providing a unified
nearly 24% in the first three weeks                  leg joining a chain of cargo planes,
                                                                                                           grocery solution.1 It recently launched
following the rollout.1 Emerging retail              fulfilment and distribution centres,
                                                                                                           an in-home delivery service for close
models, such as direct-to-consumer                   long-and short-haul trucks, a rapidly
                                                                                                           to one million people in a few US cities,
and subscription services and rental                 expanding last-mile network through
                                                                                                           where the company’s associate enters
businesses, are built to consume high                branded delivery service partners, and
                                                                                                           the customer’s home and loads the
volumes of returns as a part of their                its own website. The company’s shift
                                                                                                           refrigerator even when the customer
supply chains. Anticipating returns with             towards being vertically integrated and
                                                                                                           is not at home. The associate uses a
high-predictability data helps retailers             having a closed-loop network seems to
                                                                                                           proprietary smart entry device and
form their inventory strategy. For many              be deliberate. The company focuses on
                                                                                                           wears a camera device while doing
retailers, this creates a behaviour for              complete transparencywhen goods enter
                                                                                                           this task. The company also focuses
which the current supply chain is not                its ecosystem from manufacturers, and
                                                                                                           on replenishment and wants to stock
designed. However, to thrive in reverse              the movement of those goods between
                                                                                                           customers’ homes like it stocks stores.
logistics, retailers should move from                warehouses and sort centres, leaving few
                                                                                                           The move to use its physical presence
return policies to return strategies.                dark areas. This transparency is a key
                                                                                                           with an early focus on grocery pick-up
                                                     part of how the brand can guarantee its
                                                                                                           has allowed the retailer to acquaint
More visibility, more control: One of                growing base of global same-day/two-day
                                                                                                           customers with online shopping for
the largest e-commerce giants is building            shipping customers for more than 100
                                                                                                           groceries from the retail corporation
a vertically integrated, closed-loop                 million different items.
                                                                                                           where it is on track to offer grocery
movement of goods network in the US.
                                                                                                           pick-up in 3,100 stores and same-day
Meanwhile a paradigm-changing player                 The definition of convenience is
                                                                                                           grocery delivery from 1,600 stores.
is showing what is possible with a                   constantly being re-written in the age of
truly integrated, start-to-finish supply             intense focus on last-mile delivery.
network and highlighting the threat to
                                                                                                                                                       19
Digital disruption in retail

Top five transformational technologies within logistics, supply chain, and transportation, and their benefits

             IoT                      AI/ML                     Blockchain                 Vehicle safety          Autonomous
                                                                                           technologies              vehicles

        Productivity                Visibility                  Workforce                       Customer            Flexibility
                                                               satisfaction                    satisfaction

      New technologies         Technologies such              Workers tend to            The technology will    Key uptime benefits
      will aid significant      as blockchain and           experience greater            deliver significant     will derive from
          productivity          IoT/telematics will          satisfaction when             benefits across          technologies
       benefits. AI, ML         aid instantaneous               they are given              the customer             such as IoT,
       and blockchain             tracking of any             the right tools to              experience        supplemented by AI,
     give logistics teams         shipment right              enable optimum                spectrum. For            and human
       greater visibility           down to its              job performance.             example, using AI       intuition. With a
      into actual assets          SKU level. With                 Workforce               and ML, logistics     clearer window into
         in use as well           blockchain, it is              satisfaction,              players will be        vehicle use and
       as upcoming or             possible to see             aiding retention              able to better       performance, fleet
     expected demands,            any handovers,             and recruitment,                 understand          managers will be
         which allows            goods’ condition,             is another area            customer needs,           better able to
        them to better           or temperatures            where harnessing                 shifting from         use preventive
     optimise routes and       at which they were              technology will              a reactive to a       maintenance to
          equipment.              warehoused or               drive innovation             more proactive          avoid potential
                                 transported and              and competitive            relationship. Faster       breakdowns.
                                 for what period.                 advantage.              adoption will lead
                                Further, accuracy                                           to first-mover
                                will also be fueled                                           advantage.
                               by greater visibility.

Source: Media articles

Competing in the future of the last mile         journey. Investment of such vast sums of
Decision-making driven by data is                capital proves that customer-centricity
expected to be critical to success in the        is the new way and drives an influx of
future of the last mile. Scores of start-ups     new-age tech companies. The infusion
and old school companies are queuing up          of institutional capital points to the wave
to introduce new last-mile solutions in the      of convenience and flexibility, which is
most difficult and costly leg of the goods       headed towards consumers.

20
Digital disruption in retail

“Smart money” has stepped up investment in new last-mile solutions
Global last-mile start-up investment (2014-18)

                                            3,872
                                                                                                                              Collection point and
                                                                                                                     11% smart lockers
                                                                                                                     7%       Digital aggregators

                                                                                                                     6%       Last-mile software
                                  1,702
                                                                                                                     3%       AV droids and drones

                                                                                                                              Alternative fleet/
                                                                                                                     1%       green fleets
       390       415       454
                                                                                                                     72% Crowdsourcing
      2014      2015       2016    2017     2018
Note: CBInsights data based on publicly available rounds of venture capital/ seed funding for 104 selected global last-mile start-ups.
Source: Deloitte analysis

*figures in US$ million.

Trends defining the warehousing industry: The main theme defining every region is the arrival of social commerce and digital
transformation.

                       Drop-shipping will increase                                                      Flexible pick methods for multiple
                       substantially                                                                    order profiles
                       E-commerce and direct-to-consumer growth                                         Picking methods, such as batch pick and sort,
                       will continue to transform the fulfilment                                        will become more common as they are ideal
                       operations of retailers, manufacturers, and                                      for cost efficiently processing high volumes of
                       their wholesalers and 3PLs.                                                      small orders quickly.

                       Time to delivery becomes a key                                                   New workarounds to overcome labour
                       competitive differentiator                                                       shortages
                       Time to delivery will be equally                                                 In Europe and the US, a tight labour market
                       important as a key differentiator as                                             remains one of the overriding challenges for
                       price. E.g., Amazon                                                              warehouse operations managers, not so much
                                                                                                        in Asia, specially India and China.

                       Social media commerce returns will                                               Investing in a WMS is increasingly common
                       make reverse logistics even more                                                 WMS and partial automation using conveyors
                       important                                                                        or automated sortation systems will remain
                       Reverse logistics was already an issue for                                       top priorities. Investment AGVs, transport
                       many sellers and will only increase over                                         management systems, voice recognition for
                       time, due to the ‘Instagram effect’.                                             picking, and putaways and palletisers will also
                                                                                                        increase.

Source: https://www.logisticsit.com/articles/2020/01/09/what’s-in-store-for-2020-and-beyond-6-trends-shaping-warehouses-of-the-future

                                                                                                                                                                  21
Digital disruption in retail

Over time, consumers across the                   a solid foundation around these
globe wanting greater delivery volume,            capabilities is crucial.
speed, flexibility, transparency, and
convenience will compel the movement              The following illustration suggests
of goods network to adapt according               strategic questions that leaders should
to the evolving needs. Signs of change            begin asking as they continue their
are underway and centered on core                 journey with introducing technology
building blocks: connected community,             across their supply chain.
holistic decision-making, and intelligent
automation. For global movers, building

Building a foundation: Key question to ask

                               Connected community               Holistic decision-making             Intelligent automation

                               Connect and collaborate with      Harness and harmonise traditional    Use the right human or machine
                               partners to see across the        and new data to continuously         for work
                               network                           learn, optimise, and predict

Application                    Where can new, integrated         How will you strategically balance   Where can robotic process
modernisation                  data-sharing platforms create     investments between legacy           automation help efficiently
                               benefit for participating         ERP systems and the emerging         connect legacy ERP system to
                               ecosystem players and unlock      technologies that enable holistic    emerging technology?
                               new value for consumers?          decision-making

Cloud                          What off-the-shelf cloud          Where can you use the processing     Where can cloud-base
                               solutions can provide             power of cloud computing as data     applications support the
                               quick on-ramp to partner          sets grow in size and complexity?    automation support the
                               connectivity?                                                          automation of workflows, such
                                                                                                      as pricing, customer approval,
                                                                                                      compliance, and reporting?

Next-gen talent                Where are the opportunities       How will your arm teams with the     How will you blend the strength
                               to employ new and emerging        right skills and training to work    of essentially human skills and
                               talent models (e.g., gig work)    with new analytics platforms?        automation?
                               across the network?

Cyber risk                     How will standards of practice    How will new data steams from        Where can safeguards control
                               for secure development be         RFID, IoT, and mobile technologies   for vulnerabilities of new robotic
                               created and enforced with new     be examined for weakness and         technology, including new
                               partners?                         vulnerabilities?                     software, firmware, and over-
                                                                                                      the-air updates?

AI                             What AI solutions are being       Where can AI combine wit             Where can you implement AI
                               used by supply chain partners     new data streams, such as            to drive more value from rule-
                               that can be integrated into       smart city sensors, connected        based robotics and automation?
                               your organisation?                transportation, and smart
                                                                 packaging to drive deeper
                                                                 insights?

IoT                            Where can collaborative IoT       Where can IoT combine with AI        Where can sensors turn physical
                               implementations and IoT data-     to improve transportation safety,    events into the real-time data
                               sharing protocols improve         predictive maintenance, fleet        needed for automation?
                               ecosystem inefficiencies?         monitoring and routing, and
                                                                 product life management?

22
Digital disruption in retail

Blockchain                      Does your network exhibit            Once data is on the blockchain,             Where can the use of smart
                                the characteristics that make        how will it be accessed and what            contracts help automate existing
                                blockchain a viable solution,        data will be on versus off chain?           processes?
                                including a shared repository
                                of data, multiple entities
                                that modify it, and lack of a
                                trusted intermediary between
                                transactions?

Robotics                        Where data standardisation           Where can you apply machine                 In addition to ROI, how does
                                and exchange support the             learning as a continuous                    labour scarcity impact decision-
                                automation of physical work at       improvement opportunity?                    making when evaluating
                                partner connection points?                                                       automation opportunities?

Source: Deloitte insights: How are global shippers evolving to meet tomorrow’s demand? The future movement of good

What would the logistics and warehouse of future look like?

Source: The shed of future: Deloitte report

                                                                                                                                                      23
Digital disruption in retail

Finance
The new digital core: Finance and supply chain in action

                                                    Data-driven design, enabling
                                                    ultra-delayed differentiation

                                                                        Digital-enabled
                                        Scenario analysis
                                                                        collaboration,
                                        powered by predictive
                                                                        simulation, and
                                        analytics, machine
                                                                        rapid prototyping
                                        learning, and sensors                                                       On-site part
            RPA-powered                 to forecast demand                                                          replacement
            procure-to-pay              and optimise pricing                                                        to reduce
            and order-to-cash                                                                                       downtime

            Cognitive system to detect                                                              Monitoring of equipment,
            anomalies in transaction                                                                labour, and off-site facilities
            data and mitigate issues                                                                using sensors and drones

            Enhanced live customer
            support and predictive
            aftermarket maintenance

                                                                                             Predictive             AR-enhanced
                               Make-to-use repair and                                        routing and            production
                               enhancement parts                                             driverless             and remote
                                                                                             vehicles for           maintenance
                                                        Automatic replenishment              delivery
                                                        driven by POS and sensors

                                                                Blockchain-based transactions
                                                                to improve security and accuracy

Source: Deloitte analysis

24
Digital disruption in retail

Finance services must take advantage of break-through technologies to drive exponential benefits around economics, risk, and value
to stakeholders.

Source: Finance in the digital age, Deloitte analysis, 2017

Source: Crunch time III: The CFO’s guide to cognitive technology–Deloitte report

                                                                                                                                     25
Digital disruption in retail

Source: Crunch time III: The CFO’s guide to cognitive technology–Deloitte report

Impact of cloud on Finance                            and simplified. Given the challenges,
CFOs know that cloud investments                      these capabilities might be considered
(whether motivated by the need for                    almost priceless. Even in other business
innovation, cost reduction or both)                   areas, such as sales and marketing,
will be part of the future. . For some                supply chain, R&D, and customer care,
organisations, the area of finance itself             cloud is being frequently brought in
is a promising cloud opportunity. For                 conversations about opportunities for
example, with cloud capabilities in hand,             innovation. CFOs need to be aware of
this area could produce and deliver                   those opportunities. The key to make
real-time management reporting to                     the effective use of cloud is to have a
help business leaders make better                     workable plan starting with pilots that
decisions faster. Cloud can also enable               can be implemented when needed.
finance operations to be standardised

26
Digital disruption in retail

The three flavors of cloud services

                                                            Software-as-a-service
                                                   SaaS is the most commonly used cloud
                                                service. With SaaS, companies pay for finished
                                                 applications on a subscription basis. Almost
                                                any software you can think of is available as a
                                                    service or will likely be available soon.

                                                                    SaaS

                                                                                                        Platform-as-a-service
 Infrastructure-as-a-service                                                                             PaaS can be used by
IaaS allows customer to obtain                                                                          organisations that want
   resources without actually                                                                          to develop new software
   purchasing hardware. This                                                                       applications without needing to
 approach has the potential to                                                                    acquire and install the hardware
  eliminate capital expenses.                  IaaS                                       PaaS      and operating system. It also
 The marketplace for IaaS has                                                                     provides access to different, new,
 matured rapidly, with dozens                                                                       and innovative services, such
  of providers eager to handle                                                                     as facial recognition, internet of
   almost any need you have.                                                                      things, and artificial intelligence.

Source: Crunch time 8: The CFO guide to Cloud–Deloitte Report

Procurement and vendor management
The past decade saw companies moving                As the cost of implementing technology
towards a digital model, with many                  is reducing, there has not been a better
companies stating that digital innovation           time for companies to digitise their
within their procurement and supply                 operations. Most of the emerging
chains is key to their growth. Companies            technologies have been built to enhance
have been facing more complexity in                 older legacy systems and involve minimal
their supply chains. However, with the              investment. The purchasing value chain
transformational digital capabilities,              can be optimised using these digital tools
they have the ability to revolutionise the          and approaches.
procurement process.

                                                                                                                                      27
Digital disruption in retail

Procurement Value Chain

         Identification        Request for Proposal              Positioning                 Negotiations      Monitoring

           Analysis of              E-Auction for                  Defined                  Discussions and    Performance
          spend, price            selection of initial         specifications of             finalisation of    tracking and
          variance and                 shortlist                goods needed,               contract terms     management
            suppliers                                              sourcing                 and conditions        of future
                                                                requirements                                   requirements
                                                                  and linear                                   from vendors
                                                                 performance
                                                                    pricing

Source: Deloitte analysis

Digital procurement solutions have                more automated with predictive
led to a technological disruption to the          analytics and artificial intelligence.
purchasing value chain by fundamentally
altering the impact of each element.              These advancements have provided chief
Sourcing is becoming more predictive,             procurement officers access to previously
with eSourcing providing a strategic              unavailable data or massive (previously
route to facilitate best pricing and value.       unorganised) data sets to solve their
Transactional procurement is becoming             complex procurement needs.

     Large global retailer: Acquiring companies to strengthen digital capabilities
     and build omnichannel customer experiences
     The company has made several key acquisitions in India in the past few years,
     indicating that it is not averse to acqui-hiring from companies for the underlying
     tech and the people that built it.

     Procurement solution platform: The platform simplifies the buying and selling
     processes for business. In essence, it allows businesses to directly connect with
     various manufacturers and sellers to negotiate and transact.

     Healthcare retail company: This Bangalore-based company provides customers
     access to affordable and scalable healthcare services. The core tech team joined
     the retailer’s customer technology team.

     Source: News articles

The solutions available today allow               to develop better strategies. Increased
for more inputs to be connected, thus             visibility and transparency lead to a
providing users greater access to                 greater control of processes (such as
data to drive better decision-making              procurement of products and services),
and improved efficiency. This in turn,            provide more assurance of the supply,
produces more and higher quality                  and lower risk.
insights, which can enable leadership

28
Digital disruption in retail

                                                                                           Improved decision
Improved inputs                                                                          making and efficiency                         Results
                                                                                                           Decision support

    Physical data files          Extract data from physical
    • Contracts                 documents                                   Cognitive computing                                   Predictive S2C
    • Specs                                                                                                                        Insights and
    • Bills of materials                                                                                                            strategies
                                Intelligent content                                         Advanced                             Decision support
                                                                                            should costing                       Cost leadership
    Unstructured                Categorise
    databases                   unstructured                                                          Cyber
                                data                                                                  tracking
    • Supplier spend
    • Accts payable
                             Cognitive
                             computing                                                                   Collaboration
                                                                                                         networks                Automated P2P
                                                                Digital Solutions
                                                                                                                                Process excellence
    Movement of                 Detect                    ...which grow in value when
                                                                                                                                  Efficiency and
    goods tracking              movement                         used together
                                                                                                      Advanced                     effectiveness
                                of goods                                                              visualisation
    • Deliveries
    • Demand                                                                                                     Automation
    • Material Consumption                  Sensors
                                                                                             Blockchain
    • Receipt of goods

                                                                         Robotics
    Third-party data            Enrich with external data                                                                         Proactive SRM
                                                                                                                                   Assurance of
                                                                                                                                      supplies
    • Supplier data
                                                                                                                                  Risk mitigation
    • Social media                                                                                                                   strategies
    • Commodity trends                                                                                                             Supplier and
    • Duties and tariffs                                                                                                         category strategies
    • Country risks
    • Third-party payment clearing

Source: Deloitte Thought Leadership–The Future of Procurement in the Age of Digital Supply Networks

  GeM: e-Procurement for government functions from private players on integrated e-Marketplace
  The Government of India (GoI) launched an eMarketplace in 2016 to provide government individuals and departments access to
  an “efficient, transparent, and inclusive” marketplace for the procurement and sale of goods and services.

  Customers can purchase consignments of goods from resellers or original equipment manufacturers (OEMs), to compare prices
  and trends between two different suppliers.

   Key Stats

   325,000+                                42,000+                          ~3,200,000                            45,000+
   Sellers and Service Providers           Buyer Organisations              Orders                                Transaction Value, in INR Cr

                                                                                                                                                       29
Digital disruption in retail

Assortment mix and planning
In 2019-20, customers have access to a                 demand-driven model to optimise their
multitude of options while purchasing                  assortment strategies. With the use
products and services. Companies                       of technology, they can carry out data
must strive harder to meet the needs                   analytics to plan the mix. Companies
of consumers, particularly millennial                  need to take several decisions while
consumers. To attract customers,                       planning its mix that are mentioned
companies need to consider adopting a                  below.

Assortment management decision points

                                           How many
                                            choices
                                           (breadth)

                When and
              where to flow                                        Type of
              (product flow)                                       choices
                                                                  (menu)

           Need by                                                       What
         size (sizing)                                                 location
                                                                      (eligibility)

                                          Customer

                          Amount per                    Total
                         location (pre-                quantity
                           allocation)                  (buy)

Source: Deloitte

One of the trends we see emerging                      consumers that they need to replenish
from the analysis is that companies are                their stock of products. Engaging with
using automation to provide consumers                  consumers in this manner allows
what they want before they even know                   companies track what is selling, what
it. For example, a company can provide                 future demand could look like, and what
recommendations based on previous                      needs to be changed.
customer baskets or email reminders to

     Leading e-commerce company: Using contextual data to drive personalised
     offers and suggestions
     This company has stated that using data and analytics enables it to provide
     personalised services to customers. Their CEO had earlier stated that the
     company’s mission is to improve customer experiences.

     Using big data, the company has been able to identify customer needs, provide
     recommendations, and tailor its product offerings to maximise the probability of
     making a sale.
     Source: News articles

30
Digital disruption in retail

Companies have been moving away                     This new model can provide customers
from a generalisation model in which                a feeling of personal touch and can
consumers receive blanket offers and                win their loyalty. This customer data is
suggestions to a new model that offers              expected to be one of the keys in the
a higher probability of sale by giving              future of retail as brands fight to win over
customers hyper-personalised offers.                buyers.

People
The fourth industrial revolution is                  need guidance to wade through these
bringing disruption in many ways,                    choppy waters. Hence, we have put
including the way companies build their              together a list of five principles that
store face and operate their supply                  frame the “human focus” for the
chains. This disruption is making an                 social enterprise. These can serve as
impact on work, workers, and employers,              a benchmark against which we can
and issues such as income inequality,                measure any action or business decision
wages, and the role of businesses in                 that can affect people.
society are under debate. Organisations

Human principles for the social enterprise: Benchmark for reinvention

     Design principles

           Purpose and                    Ethics and              Growth and                Collaboration      Transparency
            meaning                        fairness                 passion                 and personal       and openness
                                                                                            relationships

                                                                    It means
         Giving organisations              Using data              Designing jobs,           Building and      Sharing information
           and individuals a            technology, and              work, and            developing teams,     openly, discussing
          sense of purpose at         system in an ethical,        organisations              focusing on        challenges and
         work; moving beyond            fair, and trusted        mission to nurture             personal          mistakes, and
           profit to focus on           way; creating jobs       passion and a sense        relationship, and       leading and
         doing good things for         and roles to train       of personal growth;         moving beyond        managing with a
              individuals,                systems and           affording people the         digital to build     growth mindset
            customers, and            monitor decisions to         opportunity to        human connections
                society               make sure they are        create and add their            at work
                                                fair            own personal touch

Source: Deloitte Global Human Capital Trends survey, 2019

                                                                                                                                            31
Digital disruption in retail

Many trends are emerging that we              of the organisation (which discusses how
believe will be crucial for the success       people build their networks and how the
of organisations and their people in          approach for reward and recognition are
the future. We can categorise them as         driving forward business performance);
follows: future of the workforce (how         and finally future of HR (what is the
organisations should adapt to the open        function doing to step up and transform
talent economy, external forces affecting     its capabilities and technologies to lead a
job, work design, and leadership); future     revolution across enterprises).

Three domains for reinvention, three approaches to change

                                   Refresh                           Rewire                     Recode

        Future of              • Leadership                      • Alternative              • Superjobs
        the                                                        workforce
        workforce

                               • Human experience
        Future of the
                               • Rewards
        organisation
                               • Teams

        Future of HR                                             • Talent Access            • Talent Mobility
                                                                 • HR cloud                 • Learning

Source: Deloitte analysis

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