March 20198 IN MY V EW1. What are the current market trends you see shaping the ecommerce space? How those trends are changing the ecommerce landscape? The driving trends in the Australian and New Zealand ecommerce market is the rapid growth of customers ordering online and being much more comfortable and confident in buying products and services online. Domino's Pizza Enterprises (DPE) entered the space more than a decade ago, which was early in terms of competitors in the Quick Service Restaurant (QSR) space. We have been working hard on building our digital experience and database and over time, we are now in a position where online for Australia and New Zealand (ANZ) now regularly exceed 70 per cent of network sales. The total number of pizzas and sides ordered online regularly exceed two million per week, which demonstrates our loyal customer base. With our vision to lead the internet of food in every neighborhood, our determination to drive more online sales will continue to grow. We have been refining our software systems to keep up with the technology changes to ensure we always remain in a competitive space and deliver customers more of what they want. Early adoption and being agile in this space is critical to success. I strongly believe those companies, who were early adopters in ecommerce and the digital online space, are in a much more competitive space than the new comers. 2. What should be a CIO's role when it comes to following the emerging trends? As Group Chief Digital and Technology Officer at Domino's my role is unique as I have several direct reports from a CIO to Digital Marketing/Technology Managers, with both areas required to connect and understand the internal needs of the business. Our aim is to simplify technology solutions to meet internal stakeholder needs; making technology digestible to the rest of the business as well as making the customer technology experience enjoyable. I'm proud of the number of firsts Domino's has achieved over the past ten plus years, in particular. Our teams have not had a lot to go off to deliver firsts in the digital landscape. We have had the right people and partnerships in place to deliver our achievements. Recently we have also introduced `Project Co-Pilot' which involves launching new technology that works alongside our team members to help improve efficiencies and make team members jobs easier. 3. What according to you are the challenges that organizations face related to ecommerce market and how those can be overcome? Challenges that I see for organizations in the ecommerce space is that having a presence online is not enough. Businesses need to continue to attract new customers while maintaining loyal and committed ones. With the pace at which new technologies emerge, it can be overwhelming for businesses to embark on new solutions. Domino's is structured in a way that new ideas are tailored and optimised to ensure we are building a solution that the customer wants and needs. We do this by validating ideas, through quantifiable or qualifiable data, and prototyping solutions until we have demonstrated the demand. At Domino's we are data driven and this makes us accountable and disciplined in this space. The challenge can be in ensuring what works in the Australian and New Zealand market can translate to an Asian or European market place because we are a DEDUCING THE FUTURE OF ECOMMERCEBY MICHAEL GILLESPIE, GROUP CHIEF DIGITAL AND TECHNOLOGY OFFICER, DOMINO'S PIZZA ENTERPRISES LIMITED
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