Artefact’s Post

Transcript

You know, I can hear you excellence. So hello Enrique, first of all, welcome to adopt A and very glad to have you on stage today. So you see of McCarty, I don't think he needs any introduction, but still just in case is a major leader in retail. In Europe specialize in cultural products, consumer electronics and home plances is also the number two player in ecommerce in France. But beyond these very impressive business facts, in that case, you're also very committed person as evidence in your latest book that I bought, which is called the what if we consumed a better. So I read through the book and that's something that I found extremely interesting almost. Say a very thought provoking you said that you want to sell less but instead repair more. And frankly I find this quite surprising for retailer to say so. So can you tell us a bit more about your vision here? Thank you. Thank you very much to invite me. I hope this sound is better there than here. If I understand right, I think I never said that I want to say less. I want to say I want to have more customers. And held them to have a different access to the products using all the technology, all the service you can propose them. And that's the key thing for us. And honestly, when I saw what my company has done in the last seven years and I'm at home, we have invested in services and teams in in knowledge. I think is the right time to put that in the center of discussions with the customer and make that major asset to help the customer to improve their life. Without damaging the planet. This is the, I think this is the key thing and and if I if we do that well and we find the good business model to support this transition. In the end, I think we will catch more and more customers. They would love to join the platform today. So we are market leaders, but it's a huge space we can compare thanks to this positioning for the group. That's quite enlightening. So how do data in AI can help you promote and achieve this vision of enabling a more sustainable and a more responsible consumption model? And do you have as well concrete examples of how these technologies actually transforming penalty in terms of customer experience, in terms of operations, in terms of services? So imagine now I say, no, it's nothing you can help for us, I don't understand nothing. Yeah, for sure. I think today question for the companies like us is how we can integrate that into our transformation plan. And I think all the industries, but retail in special we are following the last 20 years deep transformation coming from the online first following with us all the challenges on transitional. For those as we mentioned on the service and competition is very tough. So question for us is not to have fine things so nice or cool things to make it fun on, Yeah. But the question is how we can choose the ones that can help us to deeply transformative or business models and we can cover some topics. I will do that. But first what the challenge is, how we can be prepared to do that. And few years ago we are not even in the cloud. So imagine that we can do use cases only before to even start doing cloud. It was I think we're very impossible. So the first challenge for us was starting this transformation few years ago, starting moving on, on on all applications to the new web applications in cloud started cooperating. Because also in the moment we were integrating African dirty. So there are things we put in, in the right level of for the company for both brands and that's it. I think we start in the right rhythm in the last five years. So now we are, I think we can go even farther and faster. And for example, give you probably one of my favorite ones. We decide to open all the data we have, we collect for the last 30 years about the performance of the products the. Customer solicitations on after sales etcetera and we decide to open. And to create like our collective indicators to qualify the the vendors and the products and uses to market their products. Thing but it was very difficult to do it without the help of the big data or whatever. And that for us was the first star. So create these data. Elaborate, something we can share. And now the question is how we can improve the data with the intelligence and that's the things we are doing now. And for example, the use case we are working in this moment is how we can qualify when a customer call us and we have a call every two seconds. How we can identify what is the best solution we can propose them is different ones, the cheaper, the faster and the more appropriate for the customer and that's the things in the past probably would be very difficult costly long term projects and I think today that's sounds more easy to to put in place for example. And so I share that innovation is really at the heart of the DNA of of naked artist. So I think we all very much impacted by the revolution of generative AI. So how are you approaching this revolution of majority? What is your conviction on this? How do you think is going to transform snack that CVS model? And also how are you supporting your employees through that revolution? Yeah. I think the challenge was to integrate that in the agenda. I think our business model is moving. And there's a long discussion, but I think a significant part of my business, we will come from the future for the service, for the rec room revenues, more for the transactions. And that means we are taking a big risk on changing our business model. And I think to do that, we need to be sure that we are being supported and we support all the teams with the best possible data they need to do this transformation. So this is the basic, so main. Effort for all the KPI performance for the company coming for the general T the tools and the process, that's probably the more the the biggest advance in the last year. And now we are moving on the two main topics probably facing the customer relationship. One as I mentioned is trying to qualify and to identify the best solution for the customer for the after sales and the other is on the call Center for our service, customer service. Is a huge part of the cost base. And I think these things we can put in in place so. The fact we we start creating the conditions to move on cloud protection. We are we have several millions of tentatives of attacks every day on the systems like everybody. So was critical to don't create new risk thanks to the eye and the and the data we make that will save seriously in the last two years and now the question is how we can at scale. And moving the organization to help all the business managers and the IT managers to. Introduce the EA capabilities, their journey not to be a separate team, but moving on the actual transformation plan for the for the group. And that's probably the challenge for the this year. Introducing was my challenge for the teams. I would love to have two, at least two. Huge use case with several impact in the business company, in the business of the company, something we can really see. Short term performance improving thanks to integration of those two use case and I think we are in the wrong in the in the right direction. And the 11 last question, so this year you celebrate 70 years of existence of laughner action. Also we're celebrating 50 years of selling books at Lavaca. And now today LACNIC is actually a major driving force in the cultural ecosystem of France, but. In the in the industry, we share lots concerns about people in the culture industry, quite concerns about AI in terms of cultural diversity, in terms of cultural creation, in terms of copyrights. So what's your position on this and how are you basically supporting the French cultural creation, which is typically called exception Frances? These are huge topic for me. I think we are in the. New era of creation. We can we call it artificial creation. There is something probably we will take more and more space in our daily life on the digital and other and that's OK. For me, I think we have to create the rules to understand the the impact on the all the ecosystem in the creators for example. But it's important to don't miss the things that's different for me, human creation in artificial creation. And when you call a book, for me, a book is something that is a author behind the book. And that's the kind of things we need to be more specifics today for the for the for the customers or for their citizens. And I think in France, we are pretty good on on regulation, regulation. So I think we will put the things to. Created conditions to make these market moving on. I think there's a lot of things we can introduce to complete the digital experience to improve the access to the big catalogs we content through the customers thanks to the Eye. But they prefer to let the creation for the human let the DI to help customers to have access to the creation. This is I I my view as a. Someone that is exposed to the technology, we use it and we sell the technology for the customers. We are market leader in hardware that I hope there will be a huge boom. Thanks Sudia. But at the same time we are really engaged on the creation and the culture market in France and we want to keep this market really protected for the for the creation, for the human being so. That answer your question yes, thank you. Thank you very much, Enrique. I'm personally very much looking forward to where the how snack it's like the artist is going to transform the the retail ecosystem in France Australian culture. I think many of us French people, we spent we were kids hours and hours at left. So for us laughing holds really something special for us. So thank you, Enrique. Do you have maybe a last sort of conclusion. I think technology is key on their life and that's OK. And we as a. Professionals of the industry, we need to make them available for the larger number of people, not just for the companies, in our case also for the end customers. And we are investing this year a lot of training and preparing all the go to market on the EI capabilities for hardware and that's a good thing. I think this is something we can put in place. And but we need we can do it in a responsible way. And I think the challenge for all of us is regarding facing the most important challenge for the humanity today is ecological transition and risk on social, disturbing how this technology can help to do better and not worse. And I think everyone has we can contribute in a certain way. So I think this is a good challenge for everybody. But thank you very much, Enrique, and looking forward to continuing to work together.