Access the full event here: https://event.on24.com/wcc/r/1817452/02D1B9BC132DB9B7D2D14665CC4B815D The first in a succession of monthly holiday-focused webcasts, this session will help retailers prepare for the holiday shopping season ahead. Stay tuned for related online events in Q4 2018 and the anticipated Holiday Wrap Up in Q1 2019! It’s the happiest time of the year, but it’s the busiest too, particularly for retailers. Every year, Salesforce analyzes data from 500 million shoppers to develop insights related to shopping behaviors during the holiday season. Last year, shoppers favored mobile to search for and purchase holiday gifts. AI-powered product recommendations demonstrated their value, driving a lift in overall transaction size for digital commerce. And every holiday season brings an element of surprise, such as the growing adoption of mobile combined with physical stores opting out of store hours on Thanksgiving Day or Black Friday. Tune in to hear about what’s in store for retailers this holiday season and what retailers must do to capture the hearts, minds and wallets of today’s sophisticated shoppers. Listen to Salesforce’s Rick Kenney, Sr. Director, Industry Strategy and Insights and Caila Schwartz, Business Intelligence Senior Analyst, discuss shopper research trends and how to create impactful shopping experiences to set your business up for holiday success.

1. #RSP18
Holiday Predictions: What To Expect Based
On Data From 500 Million Shoppers
SPONSORED BY:

2. retailtouchpoints.com
twitter.com/rtouchpoints
linkedin.com/company/retail-touchpoints/
#RSP18

3. May 6-8, 2019
SAVE THE DATE:
Convene, New York City
www.retailinnovationconference.com

4. #RSP18
#RSP18 Prize Pack: Register & Attend to Win
Join all our #RSP18 sessions live for the best chance to win
• $10 Starbucks gift cards - 1 winner per session
• Free passes to #RIC19 - 1 winner per day

5. How are we doing?
#RSP18
Questions, Tweets, Resources, Survey

6. #RSP18
Speakers
Caila Schwartz
Salesforce
Rick Kenney
Salesforce
Debbie Hauss
Retail TouchPoints

7. 2018 Holiday Shopping Predictions
@CailaSchwartz
Caila SchwartzRick Kenney
@RickKenney

8. Rick Kenney
Head of Consumer Insights,
Salesforce
Today’s Speakers
Caila Schwartz
Senior Business Intelligence
Analyst, Salesforce

9. Today’s Agenda
Holiday Lookback
2018 Predictions
Bust
Buzz
Buzz or Bust

10. True Shopping Stories from Across the Cloud
Shopping Activity
>1 Billion Visits
Periods
2018: 20 Nov. thru 26 Dec.
2017: 21 Nov. thru 27 Dec.
Geographies
>30 countries globally
NA and EU focus

11. Looking Back
Holiday 2017

13. 33%
Cyber Week Accounts for
a third of the season’s
total revenue
33%
Growth from
Thanksgiving Day
through
Cyber Sunday
Dec 3rd: 50% of shopping complete

14. MOBILE TRAFFIC
61%
MOBILE ORDERS
40%
DECEMBER 25TH
Peak Mobile Day: 68% Traffic,
50% Order Share
THANKSGIVING DAY
Computers account for less than
50% of orders for the first time

15. 26% ↑ discount rate YOY Pre-Cyber Week
Cyber Week
27% - 29%
Tuesday Post Cyber
Week: 27%
Discounts peak
to 26%

16. Unwrapping
Holiday 2018

17. #1
Mobile Will Make
Registers Ring

19. Mobile Will Break Even More Records in 2018
68% 61%Traffic Share
Order Share
2018 2017
46% 40%

20. Mobile is Carrying Digital Growth During the Shopping Season
Mobile
Visits
in 2018
>
All Visits in 2015

21. This season, find ways
to bridge the physical
and digital realms.
83% of shoppers use their
phone in store
46% of shoppers still prefer
to shop in store

22. Flashback to 2017
Mobile Shoppers Turn to Mobile Payment Solutions
40%
Mobile Wallet Usage Peaks
the Thursday and Friday
before Christmas

23. Mobile Reduces Friction For Shoppers
IN-STORE MOBILE SELF-
CHECKOUT
(NO APP NEEDED)
“Stance guests
will never wait
in a line, ever
again.”
Paul Zaengle
EVP, Direct to Consumer
Stance
of mobile orders
use Apple Pay
faster checkout
with Apple Pay
90sec15%

24. Get Mobile Ready Now
Focus on
Findability
Get Speed
Design Your UX
for Mobile First
Reduce Friction

25. #2
AI-Based Product Recommendations
Will Have an Outsized Impact

27. 2017

28. Personalization is Critical, Especially During Holiday

29. Recommendations placed between the product description and the reviews enjoy:
Placement Matters - Don’t Bury Recommendations
14%
INCREASE IN
CONVERSION
RATE
25%
HIGHER
ADD-TO-CART
RATE

30. #3
Shoppers Will do More
Shopping Earlier in the Season

32. Cyber Week Includes Each of the Top 5 Days of the
Season
Black Friday (11/23) 10%
Cyber Monday (11/26) 8%
Cyber Sunday (11/25) 6%
Thanksgiving (11/22) 5%
Cyber Saturday (11/24) 5%
Day of Season Share of Season’s Revenue

33. Flashback: The Big Shopping Days through the Years
2018 Sunday will be nearly as
large as Cyber Monday 2017
Anniversarying last year’s deals
helps keep Monday relevant

35. #4
Instagram Will Emerge as a Top
Shopping Channel

37. Social Influences the Purchase
30% of Internet users report
purchasing a product they
discovered on Facebook or
Instagram

38. Instagram Shopping for Holiday
Outfits & Collections Gift Ideas Inspiration

39. Bring Your
Influencers Out of
Social, too.

40. #5
What About Discounts and Free
Shipping?

41. Discounts Dictate Cyber Week, Not the Other Weeks
Discounts Free Shipping
22%
21%
31%
72%
68%
84%
Entire Season
Black Friday and
Cyber Monday
Non-peak Time:
Q2 2018

42. Giving Tuesday Provides Some Relief from the Madness
Shop for a Good Cause

43. Buzz or Bust
Buzz Bust

44. Chatbots
Buzz Bust

45. Keep Your Eye on Service
Shoppers self-serve most during
Cyber Week (fewer CSRs!)
Case-Views spike the week before
Christmas
Customer Service Cases
Use of FAQ/Knowledge Base
Share of Customer Service Tools Used
2017 Holiday, by week

46. Voice
Buzz Bust

47. Shoppers Are Still Finding Their Voice

48. Breaking Through
the Noise
Buzz Bust

49. 2018 Holiday – What to Expect
AI-Everywhere!
Bots, Visual Search,
Voice, Guided Selling
Service-Focus:
Self Serve in digital.
Click & Collect in-store
Big Mobile #’s
68% Mobile Traffic
46% Mobile Orders
Remember, ‘Holiday’ is
1 day longer this year,
6 days shorter in 2019

50. Resources to Learn More
Shopping Index
commercecloud.com/shopping-index
Personalization in Shopping Report
sforce.co/PersonalizeShop
Holiday Readiness
sfdc.co/HolidayReady

52. #RSP18
Q&A / Speakers
Caila Schwartz
Salesforce
Rick Kenney
Salesforce
Debbie Hauss
Retail TouchPoints

53. #RSP18
Register for more sessions now thru September 17th!
Join Our Next Session: Session Title Here
webinars.retailtouchpoints.com/retail-strategy-and-planning-series/2018/
Date Here
Time Here

54. #RSP18
Thank You For Attending
The 2018 Retail Strategy and Planning Series!
webinars.retailtouchpoints.com/retail-strategy-and-planning-series/2018/