1. Jill Puleri Vice President and Global Industry Leader for Retail IBM Global Business Services

2. 2013 IBM Consumer Research Study 26,000 Respondents 14 Countries From Transactions to Relationships: Connecting with the Transitioning Shopper

3. The Good News 4% increase over 2011 $586B Holiday Sales

4. The Good News Holiday Sales Online sales $96B 4% increase over 2011 $586B

5. The Good News Holiday Sales In-store sales $490B Online sales $96B 4% increase over 2011 $586B

6. Shopper’s Last Purchase 84% In Store 14% Onlin e

7. Shopper’s Next Purchase 84% In Store 56% Store Decided 9% Store Abandoners 35% Transitional Customers

8. The Revolution is Over The Customer is in Control

9. The Showroomer 48%33% Research while in store Use a mobile device in store

10. The Showroomer 58% Visit online communities more than once a day Over half write positive reviews

11. Learning to Listen Sources used to influence strategy decisions Source:Q15 What sources of information influence your marketing strategy decisions? n=1733 Market research Competitive benchmarking 82% 80%

12. Learning to Listen Sources used to influence strategy decisions Source:Q15 What sources of information influence your marketing strategy decisions? n=1733 Market research Competitive benchmarking 82% 80% Customer analytics Consumer-generated reviews Third-party reviews & rankings Online communications Blogs 74% 48% 40% 42% 26%

13. The Digital Exhaust

14. From Many to One

15. The Revolution Is Over The Customer Is King (Again) All Hail The King