The digital and interactive
One-Stop Shop
Hervé Bouvier, Orange
Feb 9, 2017
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Companies
Champion Confirmed
Champion Tentative
Orange
Participant Confirmed
Participant Tentative
Infonova
NTS Retail
QualyCloud
GlobeTom
We are still looking for:
• a participant specialized in robotics
(to use a robot as a welcoming agent or a retail assistant in the digital store)
• a bank or insurance company
(for new financial and insurance models)
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The shop is not dead !
Expectations have changed, channels are for television
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The customer journey
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Problem Statement (one-liners)
 As a Communication Service Provider
 I need to leverage my retail distribution
 So that I can differentiate myself in the competitive context of service providers
and GAFA (Google Apple Facebook Amazon)
 To do this, I need to initiate a retail transformation and reinvent the customer
relationship
 I know I am successful when deliver in our shops an unmatched experience to
the customer and improve our sales team operational efficiency to generate
more revenues
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Problem Significance/ Market Drivers
Why is this an important problem to solve?
 For communication service providers such as Orange,
distribution is a major asset and plays a key role in sales
and customer relationship.
 However, we are today facing a new generation of
customers with increasing digital expectations.
 We need to adapt to new customers behavior and attract
them in stores where they will generate more revenues by
discovering new services, products and devices.
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4 key points to define the digital one-stop shop
 Omnichannel feature
The customer generally starts his journey online and we want him
to finalize it in the store
 Full digital
This is a no paper system
 Privacy
As a customer, I can hand over my private data to the CSP and
3rd parties in a trusting environment
 Innovative UC for new business models
insurance and banking products, settlement with third parties,
loyalty programs…
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Ideas for Innovation
What new areas do you plan to explore?
 Build a fully integrated ecosystem based on TMForum APIs:
ProductCatalog, ProductOrder, Customer, Privacy, Loyalty
 New technology for robotic or AI to support sales assistant
(welcoming agent in store)
 New business model with 3rd parties (ex: for private data
selling)
 How to engage more with customers with the use of loyalty
programs
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