Carrefour - 2017 Annual Report

C A R R E F O U R — 3 8 Offering a unique digital experience and innovative services As e-commerce continues to advance in all countries, Carrefour is embarking on a far-reaching transformation of its model to adapt to new consumer demands. An extensive, clear offering, a smooth customer journey and a choice between collection or delivery are now prerequisites for a quality digital experience. Everywhere, Carrefour will therefore reinforce its e-commerce offering to promote a powerful omni-channel strategy. To this end, the Group will invest €2.8 billion in digital by 2022, with the aim of becoming the leader in food e-commerce. A homogeneous and smooth customer experience In order to create a customer experience that is homogeneous, smooth and comprehensible from the first click, the Group will progressively overhaul its websites in order to offer a single e-commerce website in every country. In France, from 2018, Carrefour will provide simplified and unique access to its entire online offering from the carrefour.fr website. The aim is to offer an e-commerce website and mobile app with enhanced customer experience that showcase Carrefour’s food and non-food products and services. To support the Group in building this new ecosystem and to accelerate online sales growth, a partnership agreement has been signed with Sapient, the technology and digital platform owned by Publicis. In the other countries, a similar approach is progressively being implemented with, for example, the new carrefour.pl and carrefour.ro websites launched at the start of the year. The Group has continued to develop its e-commerce offering in Brazil, with the launch of food products and a marketplace, as well as the extension of its delivery service within the state of São Paulo. Bringing hypermarket choice and prices into city centres In Lyon, Paris and Saint-Étienne, Carrefour is opening its first pedestrian Drive services. With just a few clicks, city dwellers can choose from some 15,000 products at particularly attractive prices. Once they have paid for their orders online, customers can pick up their shopping on foot the next day from their local store. With pedestrian Drive, Carrefour is bringing the hypermarket to the city centre, featuring a wider product offering, competitive prices and no delivery fees. To find out more: www.carrefour.fr … CREATING AN OMNI-CHANNEL UNIVERSE OF REFERENCE