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6
Business
Industry andmarket overview
38
Worldline
2016 Registration Document
As Forrester notes, “consumers are embracing mobile, social,
tablets, and cross-touchpoint experiences like click-and-collect
and no longer think in terms of channels, instead expecting
preferences create significant IT challenges for retailers.
Forrester notes that as customers continue to embrace
multichannel services, retailers are finding that using manual
workarounds for “siloed” systems can no longer support the
growing volume of orders.
seamless service on every touchpoint”. Challenge for retailers is
to answer these omni-channel consumer expectations
immediately, and in this context, retailers need to implement
new services such as Drive solutions, as well as Digital Stores
through virtual shelves, mobile seller, or dynamic brand content
to engage shoppers in an innovative way and to improve store
efficiency. This increased interaction creates new sales
opportunities for retailers, while also providing rich customer
data that can help companies better understand and anticipate
consumer needs. At the same time, these new consumer
data analytics, and implementation of contextual advanced
services such as indoor location, interactive products, or
proximity marketing.
This is forcing retailers to revisit their systems and reinvent the
operations; this does include a unique cross-channel repository
of data (product catalogue, prices, offers, etc.), innovative
payment solutions such as wallet or mobile terminals to make
the sales process easier, processing of big data and advanced
travel options. Governments are increasingly relying on digital
technology to make government services and recordkeeping
more efficient, to enhance healthcare information systems, and
to improve traffic and parking enforcement as well as tax
collection. In parallel, the increasing universe of connected
devices is creating a new “Internet of things” that is expected to
enable a range of new services using connected vehicles,
connected appliances and other Connected Living applications,
to improve product performance (preventive maintenance,
warranty cost, product launch reliability, etc.) or customer
A similar process is underway in other sectors, creating new
digital businesses with potential to create new markets and
drive even further non cash payment transaction growth.
Transport systems worldwide are pursuing “smart transport”
solutions that make use of technology to improve fare
collection, facilitate multi-modal transportation, improve traffic
flows and provide better information to passengers on their
satisfaction (new and extended services, pay per use business
model, advices on product use, etc.)
These trends are creating a range of new markets with
significant growth potential:
Forrester forecasts that European online retail sales will
●
grow to €
191
billion by 2017;
11.57% between 2015 and 2020;
Markets and Markets forecasts that the market for
●
machine-to-machine solutions will grow from €
15.79
billion
in 2014 to €
32.34
billion by 2020, representing a CAGR of
GSMA and SBD estimate that the global market for
●
connected vehicles will increase from €
13
billion in 2012 to
€
39
billion by 2018. SBD forecasts that nearly 36
million
cars embedded with factory-fitted mobile connectivity
systems will be shipped in 2018, up from 5.4 million in 2012.
Markets and Markets estimates the connected vehicles
market is expected to reach €
42.93
billion by 2020, at a
CAGR of 10.82% from 2014 to 2020.
connected cars or smart watches, have experienced dramatic
growth in recent years, and this growth is expected to continue.
According to CounterPoint Research, shipments of
smartphones reached an all-time high in 2016, exceeding the
1.5
billion mark. This represents an annual growth of 3%,
however in the fourth quarter of 2016 this growth accelerated to
9
percent.
Smartphones, tablets and other mobile devices, such as
through the purchase and payment, consumers expect a
smooth end-to-end experience, irrespective of whether this is on
the internet, face-to-face or cross-channel. New Fintechs have
often been quicker to exploit this than traditional incumbents,
refining the customer-facing interaction to provide a seamless
experience.
The rise of the internet, 3G and 4G mobile connectivity means
consumers are used to a world of always on connectivity. As a
result, their expectations when engaging with the commercial
world have increased, from the moment of initial engagement