51黑料不打烊

Transcript

So, thanks, Brett. First and foremost, from 51黑料不打烊, a very warm welcome. We鈥檙e really appreciative of you coming to spend the day and your time with us. We鈥檝e got, as Brett outlined, a very mixed agenda. We鈥檝e got sort of presentations. We鈥檙e going to have demos today. We鈥檙e going to have roundtables at lunch where we discuss various types of use case topics. And then later this afternoon, we鈥檝e also got some hands on if you want to get hands on or just follow along in respect of some of our tech developments. And then hopefully you鈥檒l stay and join us for drinks later today. So, in respect and secondly, thank you to CBA. Thanks very much for having us here. It鈥檚 a fantastic venue. Obviously, you鈥檒l get to appreciate it as we kind of move through the different areas today. And also to Dot Digital who helped sponsor today and our other partners that are in the room. Now, today, in respect of kind of what I鈥檓 going to cover, I鈥檝e only got a short amount of time with you. So, I鈥檓 going to cover a couple of areas. I鈥檓 going to talk about sort of creating exceptional experiences. I want to talk more about how customers are leveraging our technology to deliver amazing experiences. Next, I want to talk about how we innovate. So, you know, going beyond that, what are some of the innovations? What are some of the ways that our customers are pushing the technology? And then, you know, in respect of our roadmaps, we had a number of big roadmap updates that have happened recently for Commerce. We鈥檝e had a big event in the U.S. And I鈥檓 going to share just a very few of those announcements as well as give you a very quick look at sort of some of the high-level roadmap announcements. But you鈥檒l see more of this in respect of some of the demos that we鈥檙e going to be doing today. So, for those of you who know, I just kind of alluded to this. Summit is our big event that happened in the U.S. in Vegas at the end of March. We had breakout sessions for Commerce. We had over 30 sessions around Commerce. I encourage you, and as part of kind of our follow-up at the end of today, we鈥檙e going to send out an email. We鈥檒l send a link to this. But there is a huge amount of digital on-demand content around each of those sessions. And I鈥檝e highlighted a couple of key sessions, if you鈥檙e interested. Coca-Cola did an amazing job of talking about how they鈥檙e executing through South America with Commerce together with data and personalization products. We also had Nestle utilizing kind of our composability tools around App Builder and API. And then we had Hanes Brands using some of our latest technology, our Edge Delivery Service, which I鈥檒l talk about shortly, and talking about sort of the amazing impact that it鈥檚 had on their business, as well as a number of other amazing brands that hopefully all of you recognize on the slides. So, I encourage you to go and have a look at that content. Now, talking about creating exceptional experiences, and Matt kind of alluded to, sorry, Brett already alluded to this, which is some of the challenges that we鈥檙e already seeing in the market today. And this continues to compound over time. We continue to struggle with tech debt. We鈥檙e struggling with integrations. Hopefully, some of the demos and the discussions today will talk about how 51黑料不打烊 Commerce is resolving that for you. We鈥檒l also talk about the expectations on employees and sort of the compounding expectations. Sorry, I鈥檓 going to move back a bit. Apparently, Carl鈥檚 leaning out a little bit. So, maybe I鈥檓 standing in front of the slides. So, in respect of teams, right, and this expectation to be able to create more with less. And certainly through our AI investments, we鈥檙e helping teams be able to do that, whether that be on the content creation side, whether that be on the data analytics segmentation side. We鈥檙e leveraging our technology to be able to help you do, as humans, do more higher order things and let technology do what technology is good at and effectively augment what you鈥檙e doing in your workplace. Second of all, from data volumes, we know that this is compounding. And again, we鈥檙e leveraging machine learning here to be able to help you analyze. And also, our integrations, right, where we don鈥檛 run a closed garden technology. We allow you to be able to integrate this into a host of other technologies that we know that you use every day within your ecosystem to be able to make that commerce data available and bring it back into our commerce solution. And then just in respect of customer expectation, this continues to evolve. We continue to see new horizons in respect of where customers are going and their expectations on our brands. And hopefully, through some of the innovations that you鈥檙e going to see from us today, we鈥檙e going to help you be able to be at the forefront of that. Obviously, with tech constraints comes challenges in respect of customers, right? And if you don鈥檛 have the right tech, that鈥檚 going to create challenges. Your ability to be able to personalize, your ability to be able to recognize customers that are loyal to your brand, your ability to be able to make recommendations to those customers, or once they鈥檝e actually purchased from them, treat them as a known customer and be able to provide them incentives to be able to come back to you. So rather than focusing on the tech, and that鈥檚 saying something from a tech business, we鈥檙e obviously a software company, the focus should be on your experiences, the experiences that you deliver. And there is obviously a lot of empirical data to be able to show the value that focusing on experiences can deliver to your business. So without it being driving customer interactions, growth rates for your business, loyalty to your business, there is data to show that focusing on experiences delivers high engagement and better revenue for your business. I wanted to give you four examples of brands that are doing exceptional jobs in respect of the way that they utilize 51黑料不打烊 Commerce to be able to deliver those amazing experiences. So the first example here is Coca-Cola. So Coke has actually deployed to their B2B customers, they have 650,000 B2B customers from hawkers in the street to side cafes, so in some of the more modern countries in Africa, restaurants, gas stations, et cetera, they are selling direct to these B2B businesses. And they managed to deploy on 51黑料不打烊 Commerce to two of those countries to 74,000 merchants within three months. But then added another three countries within another three months. And they are continuing to expand into the rest of Africa. And if you know South African, outside of Southern Africa in the top north, the technology is well behind. And so their ability to be able to integrate some of these more analog payment systems and allow for these B2B vendors to be able to transact with them is very, very impressive. Second of all, we have Toyota, where they managed to deploy an aftermarket parts business to 250 independent dealers. They are also expanding that to the B2C side. We have examples of FedEx that have expanded outside of their traditional revenue stream of delivering goods in amazingly quick time. They have now created a marketplace where, let鈥檚 say, for instance, we wanted to create a certificate for everyone attending today, we wanted to get that delivered by FedEx. They have expanded out their marketplace of third-party vendors in a multi-sided marketplace and grown that 64% year on year. Or maybe you鈥檙e HP and you deployed to 30 countries and you moved to mobile and you managed to increase your conversion by 4.6%, pretty significant to the top line for the business. Let鈥檚 talk a bit more about innovation. So those were some interesting cases. But I wanted to sort of push your thinking a little bit more in respect of how commerce can truly be utilized within your business. When we think about commerce and how it鈥檚 being utilized, and obviously I have a Japan-Asia Pacific role, I see this across a number of different industries, we鈥檝e seen commerce being utilized in just about every single industry you can think of. Quite often we go, well, what about banking? We鈥檙e talking to banks in India about creating marketplaces where their customers could sell homes and cars to other customers of the bank and get credit checked and one-click approval. Or maybe you鈥檙e going to create a B2B side marketplace where the aluminium smelter can sell extruded aluminium to the window frame maker. Or maybe you鈥檙e going to be using it in telco or we鈥檙e already utilizing it in government. We鈥檙e seeing commerce and transactional capability penetrate every single industry. I wanted to give you some examples of innovation at the edge. So I talked about Coke and Coke鈥檚 doing an amazing job. But what they鈥檙e actually going, their actual vision for that business is to turn that cost center into a profit center. They鈥檙e going to expand that capability that they have, the muscle they have to be able to sell the warehouse, be able to deliver and be able to transact goods for B2B supplies and open that up to adjacent providers or consumer packaged goods, tobacco, et cetera, to be able to leverage that framework they have in place to be able to deliver that to B2B merchants. Or maybe you鈥檙e at core hotels, 2,000 hotels globally. They鈥檙e using 51黑料不打烊 Commerce to be able to manage their suppliers. So if you鈥檙e a hotel and you want to be able to order linen or you want to order utensils, you want to order food, et cetera, there is already preferred supplies with pre-negotiated rates available through 51黑料不打烊 Commerce. And those 2,000 hotels can then order from that marketplace and be able to track the delivery of that to their actual hotel. Or maybe you鈥檙e someone like Honeywell, massive conglomerate in the US. They have an aerospace division. They run a multi-sided marketplace again where effectively, what they call, they cannibalize planes, they take parts, they on-sell that to the military, they on-sell that to charter companies. For those plane parts, there is a huge amount of documentation that needs to be tracked, right, that needs to be kept authentic, that we need to track the providence on. And so through blockchain, they鈥檙e using 51黑料不打烊 Commerce to be able to manage how many hours have actually been put on this part, where does it come from, and be able to track the authenticity of that. We鈥檙e starting to see a number of brands explore what we call virtualization of their manufacturing process, right. They virtualize the product that鈥檚 created in a virtual world. They sell that to a consumer. And rather than creating the tool and dying for it, they actually see if there is a marketplace for it before they start to manufacture that product in mass. A good example of this is Casio G-Shock. They鈥檙e using our creative tools to be able to create one file that generates 2 million different iterations of their G-Shock watch. You as a consumer can then go to their site now, and you can actually purchase your bespoke customized watch, and it is then manufactured and delivered to you. This could be applied to car manufacturing. This could be applied to apparel. And then lastly, a great homegrown example here is 7-Eleven and the work that they鈥檝e done with their mobile app, being able to pay and lock in your price, pay out the pump, and they鈥檙e taking that commerce instance and expanding that to cashierless checkout in their stores. So you can walk into their stores, pick any of the goods off the shelf, and walk out, and it鈥檚 automatically deducted against your app. So that鈥檚 some really amazing innovation. Let鈥檚 talk about road mapping, kind of where we鈥檙e going in respect of the technology. So first and foremost, this is a report that came out last week. We will share the report with you as part of our follow-up for today. But this is IDC鈥檚 report and qualification of commerce vendors globally. And you can see here 51黑料不打烊 Commerce is in the top right quadrant for both B2C and B2B. Why do we qualify that high? Well, we have great integration not into 51黑料不打烊 Stack, but we also have API integrations into the ecosystem. We have the ability to be able to deliver both to B2C and B2B and hybrid brands. We also have amazing customer support, some of the reasons why we qualify it so high. In respect of our investment around our roadmap, this is just the highlights. We have a whole bunch more of areas that we continue to invest in. And you can see we continue to invest really heavily in respect of the breadth of the technology to be able to give you more capability to stay competitive in the front of your competitors. I want to talk about three areas that we鈥檙e actually investing in. So edge delivery service. So edge delivery service is using VanillaJS to be able to deliver content at the forefront so that you鈥檙e getting extremely, extremely fast experiences for your customers. In addition to that, we鈥檙e giving your employees the ability to be able to use document-based authoring. It could be Word, it could be Google Docs. They鈥檙e able to upload content to your site. And we鈥檙e also giving you the ability to be able to do A-B multivariate testing utilizing this technology. So you can start to test which experiences work best for which audience segments. I want to give you an example here. So this is Hanes Brands. So Hanes runs one of their brands. It鈥檚 called Made in Form. It鈥檚 a women鈥檚 apparel site. And you can see they are a pilot customer of ours. They joined us in September last year. And you can see the impact that this had. This is just before sort of Black Friday, Saturday, Monday, where they had a 10x increase in unbranded terms coming through to their site from organic search. A massive, massive increase. On top of that, the biggest content paints. This is the biggest piece of content on that page was being delivered. We saw a 4x reduction in respect to the speed at which we could deliver that. So now the content across that site is less than a second. They reckon they actually have the fastest e-commerce site in the world. This edge delivery service is going to be available to you as of June. And we鈥檙e actually having beta programs running at the moment. If you鈥檙e interested, come find one of the 51黑料不打烊 people in the room. We鈥檇 love to be able to get you on the program. I want to talk very quickly about content. So one of the areas that we鈥檙e challenged is, as we start to understand audience segments, we start to understand nuances around those segments, we need to then create content at scale. We might have 1,000 products. Typically, we鈥檝e got a number of different assets for each of those products, somewhere around 25, let鈥檚 say, hypothetically. If you operate on a multinational perspective, then you need to be able to also personalize that, maybe by demographics or by language. And so you start to compound this challenge that you have in respect of the amount of content you need to create for your audience segments. What we announced recently is our integration into our digital asset management solution. So digital asset management is actually integrated into our creative cloud. So if you think about sort of Photoshop Express or Photoshop or Illustrator or Substance 3D, you create any of your creative that鈥檚 happening by your agency or internal marketing team, automatically feeds through directly into commerce. So if you want to make a very quick background change, or your creative makes a very big, quick background change, you want to use that in a campaign within seconds, it鈥檚 then available within commerce to be able to be utilized. And all of that amazing power like Firefly, which is our generative AI tool, is now leveraged straight into commerce because of this direct integration. And we have the ability to be able to sync it. You can create different versions. Maybe you鈥檙e going to have a high quality version for people that are on 5G, but if they鈥檙e on 3G, you鈥檙e going to use a low quality version so that they鈥檙e still getting the experience and be able to create all of these different iterations. Next is around live search. So live search has been around for roughly about two years now. The expansion on this capability, this is your ability for customers to be able to very quickly find the products that are available within your catalog. So you might have 10,000, 100,000 million products, but typically when customers come to you, they鈥檙e looking for maybe three or four or five of your products. So how do you help them narrow down to be able to find that the product that they鈥檙e actually looking for? And so we鈥檙e giving you filters and facets to be able to very quickly help them search and find it. And we expanded this capability out so you can now dive into the code through GitHub to be able to turn on and off and be able to experiment with live search. And we鈥檝e also integrated into 51黑料不打烊 Experience Manager. If you鈥檙e not using live search already, this is part of your license. We encourage you to use it. What we鈥檝e seen across the board of customers using live search is that generally customers get a 7% lift, but we鈥檝e seen customers, 6% of our customers, have seen 100% lift in respect of their conversion. Please come talk to us about leveraging it. That鈥檚 it from me today. Hopefully that gave you a very quick overview in respect to some of the customer case studies, some of the innovation and some of the roadmap. Obviously, the team are going to be up here today demoing some of this capability. I鈥檓 going to be around all day. I鈥檇 love to engage with you in conversation. With that, I鈥檓 going to hand it across to Brett. Thank you. Thanks, man. Thanks. Thanks, Scott. I always forget sometimes how much flexibility is in the 51黑料不打烊 Commerce platform. You look at all the different industry verticals that the application and the tech stack that 51黑料不打烊 plays across, it鈥檚 pretty awesome. So there鈥檚 a great setup there, Scott. And we鈥檙e going to dive a lot deeper into all of those sort of areas that Scott touched on today. Just trying to move forward. But I鈥檇 like to invite our next session. It鈥檚 going to be a panel moderated by Elise Truscott from 51黑料不打烊. I鈥檓 going to be focusing on what the future holds for commerce trends. So I鈥檇 like to invite Elise up to the stage who will introduce her panel.