Best Practice

The next generation of Digital Commerce

Future concepts and insights from Reply experts to boost the customer journey experience.

How to increase sales in an growingly digitalised world?

The race for a digital strategy and its fastest possible implementation has never been as relevant as today. Now, in the post-pandemic era, digital customer journeys play a fundamental role. The new social distancing economy requires companies use technological capabilities to minimize real-world risks, invent unique experiences to maximise sales and, above all, increase customer perceived value.

Insights from experts

The first things that come to mind regarding digital commerce might be web stores, shopping carts, product recommendations and personalization engines. But that's not the whole package. Emerging technologies and techniques, such as Artificial Intelligence (AI), Machine Learning (ML), Augmented and Virtual Reality (AR/VR), Internet of Things (IoT), Robotic Process Automation (RPA), Natural Language Processing (NLP) and Data-driven processes, can unlock the potential of digital commerce, turning shopping applications into emotional shopping experiences.

Reply is permanently carrying out studies to anticipate trends and explore key-strategies. Lately, we interviewed 15 experts, conducted digital surveys made by 13 different Reply companies and promoted Bootcamps with more than 40 clients in the Automotive, Manufacturing, Retail (Home Appliances, Fashion, Furniture), Energy and Assurance industries.

Unleash creativity, harness technology

Boost your digital commerce

New game-changing shopping formats are emerging like Voice Commerce, Digital Shopping Assistants, Digital Twins, Social Commerce, Data-Driven Ecommerce, Interactive Shopping Windows and much more. In combination with Hyper-Personalisation, it will be possible to create ground-breaking shopping experiences for the individual customer that go far beyond what is known today.

Reply, with the support of all its highly specialised companies, helps customers to exploit relevant technology and face economic transformations. Our holistic approach can offer: consultancy strength with technology know-how, e-commerce expertise with marketing proficiency, agency knowledge combined with system integration skills.

See how we can apply the results of our insights to your business

Insight #1 - Combine creativity and efficiency

Everyone and everything are fated to have a digital representation. It means a one-size-fits-all approach is not going to be enough to stand-out. E-Shops will have to be unique and creative to grab attention. The ultimate challenge will be balancing the customers’ expectations and the complexity of businesses.

Reply will help you to connect both worlds, driving your success in the market

Insight #2 - Digital commerce is a micro-science

A unique consumer shopping experience can only be offered if the company recognises customers as individuals within micro-moments, manages vast amounts of micro-data, structures it to generate valuable insights and uses them to respond to consumers with benefits. Once again, it’s the end of the one-size-fits-all approach.

Reply can guide you to customer hyper-personalisation, making you win in the long run

Key takeaways

1

Future commerce combines creativity and efficiency in the digital and physical world

2

Unleashing creativity and harnessing technology are the challenges of the future

3

Customer emancipation is a megatrend showing a need for individual recognition

4

There is no room for the “one-size-fits-all” approach

5

The individual customer requires personalisation of content and offers

6

Personalisation leads to a growing number of micro-segments

7

Efficient data management is key

8

Leveraging data, algorithms and predictions drives customer experience

9

Hyper-personalisation is hot stuff

10

Intelligent digital shopping assistants combine attraction and conversion

We will lead you to the next generation of digital consumer journeys

Strategy

Market
Segments
Content
Business Model
Channels
Design
Tools and Methods

Attraction

Marketing
Campaign
Advertising
Third Party Partnership
Influencer
Relevance
Engagement
UX / UI
Recommendation
Promotion

Conversion

Omnichannel
Customer Management
Consent / Identity Management
Product Information Management
Cart / Order Management
Personalization
Flexible Pricing
Cross-selling / Upselling
Ease & Convenient Service Level

Retention

Retention
Retargeting
Loyalty Management
Customer Survey
Data Analytics

Advocacy

Social Media
Influencer
Blogs
Ratings
Comments

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