This document discusses how digitization is transforming customer journeys and the relationship between retailers and customers. As lines between online and in-store shopping blur, customers now ping-pong between devices and expect a seamless experience. Retailers are adjusting their business models to meet changing customer expectations and behaviors. For financial services companies partnering with retailers, the role is to increase retailer performance in this competitive environment by digitizing the relationship. This involves connecting physical stores, salesforces, and offering embedded financial services throughout the customer journey, regardless of the sales channel.

1. Financial Services:
Digitizing New On & Off-
line Customer Journeys
An Unparalleled & Unprecedented
Transformation
1
Laurent de Teneuille, E&Y Alumni,
Head of retail innovation - Global Sales & Marketing
Division, BNP Paribas Personal Finance
https://fr.linkedin.com/in/laurentdeteneuille
MARDI 23 JUIN 2015

2. “Shoppers today ping-pong from physical stores to laptops to smartphones, and a
purchase can come via any of these avenues at any time.
As the lines blur between in-store and digital shopping, retailers believe they
must win over these shoppers if they are to thrive in a fast-changing retail landscape”
The WashingtonPost

3. #1 CONTEXT
3

4. ATAWAD
ROPO
Web to store
Click & collect
Connected client
In-store experience
PhygitalShowrooming
CUSTOMERS HAVE
CHANGED …
Demanding
EmpoweredInformed
Mobile Real time
Social
… AND THEIR SHOPPING BEHAVIORS TOO
3 h 51%
Time
spent
Daily on the
Smartphone
Penetration rate
of Smartphones
4
An Unparalleled & Unprecedented New User Experiences Transformation

5. 5
IN 2014, THE MOBILE HAS REVOLUTIONIZED THE CUSTOMER EXPERIENCE AND EXPECTATIONS
MOBILE HAS BECOME THE CATALYZER BETWEEN THE DIGITAL AND PHYSICAL WORLD
This indicates the end of silo opposition from e-commerce channels & physical store, with more
and more hybrid purchasing process. These paths combine physical outlets, Internet use, and use
of mobile/smartphone; before, during and after the purchase.

6. 6
NOWADAYS, DURING THEIR BUYING JOURNEY, CONSUMERS BLUR THE BOUNDARIES BETWEEN E-COMMERCE AND STORE
This reveals a strong distortion of the traditional business models before (search, choice) and
after purchase (reflect). The challenge is on the whole buying journey.

7. 7
Digitalizing 17 stores has
transformed the business
model of JUMP stores
“Novo” by BANK AUDI
Mini interactive
branches within malls
DARTY “button” to get in
touch instantly, 24/7,
with one of the 750
Darty advisors
LECLERC DRIVE, a click to
store accessible from any
device (4th French app)
AMAZON DASH
SCANNER: when
you do your
grocery shopping
directly from your…
fridge
LEROY MERLIN
“FABLAB”:
DIY lessons for
customers
FLASHIZ
Easy payment
via smartphone
REBECCA
MINKOFF: in-
store digital
interfaces to
personalize
clothes
MY LOWE’S BY
LOWE’S: every
salesperson has
access to the
customer profile,
including
purchasing history
“MY SEPHORA”
app to have access
to the customer’s
profile, and
dedicated apps to
help choose make
up shade
BURBERRY
“CUSTOMER 360”:
Customers’ profile at
every employee’s
disposal
RETAILER WORLD HAS CHANGED TOO
RETAILERS ADJUST AS LINES BETWEEN IN-STORE AND DIGITAL SHOPPING BLUR

8. #2
Financial
Services
Stakes
8

9. 9
 Traffic in store
Offers to attract the customer in store,…
…whatever the customer path (agnostic channel)
 Repeat business
Services and solutions to bring the customer back
 Keep the client in his business eco system
Add new models to keep the client in his eco system
AS A PARTNER, OUR ROLE IS TO INCREASE THE RETAILER PERFORMANCE IN A MORE COMPETITIVE WORLD

10. 10
HOW TO DIGITIZE OUR RELATIONSHIP WITH RETAILERS-PARTNERS : FROM WHERE OUR CUSTOMERS COME
Connected
store
Connected
sales force
Embedded
services

11. 11
Laurent de Teneuille, E&Y Alumni,
Head of retail innovation - Global Sales & Marketing
Division, BNP Paribas Personal Finance
https://fr.linkedin.com/in/laurentdeteneuille
Thank you
for your
attention