Fuels Retail Vision 2030

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THE WORLD IN 2030

The nature of society is changing—driven by global consumer, industry and technology trends.

The future presents challenges as well as opportunities. Fuel retailers need to understand how a number of emerging developments can help them build and improve their businesses.

Disruptive Tech

Machine-to-machine communications and the Internet of Things are driving customer engagement and operational improvement.

By 2030 all new cars produced globally are expected to support 'connected' features¹.
The number of smartphones in circulation is predicted to reach 6 billion by 2020, and wearable technologies are predicted to become mainstream.

Workforce patterns

Flexible working hours and at-home working—along with improved internet speeds are reshaping the “daily commute.”

Approximately 4.2 million, or 14 percent of employees in the UK were classed as ‘home-workers’ in 2015 ³.

Sharing economy

Vehicle-sharing services are disrupting traditional infrastructure and revolutionizing the way consumers and businesses use transportation.

Ride-hailing apps have claimed to generate up to 11 million rides a day globally⁴ and are expected to grow exponentially.

Customer convenience

User-friendly, cross-platform digital technologies are offering consumers a wider range of flexible options.

Technology start-ups have been able to provide services quicker, more conveniently and at lower cost than competitors.

Fuel diversification

Biofuels, LPG, fuel cells and batteries offer new sources of power.

Fully electric vehicles are now widely available, and hybrid electric vehicles (internal combustion + lithium-ion batteries) are offering flexibility and increased driving range.

¹"Data to become new profit centre for car makers" 5 December 2015, The Telegraph Online © 2015. Telegraph Media Group Ltd via Factiva.
²"Global smartphone users to cross 6-bn level by 2020: Baidu" 15 February 2016, Press Trust of India © 2016. The Press Trust of India Limited via Factiva.
³"Home worker numbers rise by 800,000" 5 June 2015. Press Association Newswire ©2015. The Press Association via Factiva.
⁴"Ride-hailing apps on the rise". 31 May 2016, SMEBiz News / The Star Online © 2016. Star Media Group Berhad via Factiva.

THE DIGITAL CONSUMER

Who is the retail fuels consumer of the future?

Expects personalisation and speed

Values ethical practices

Seeks price transparency

Is connected to multiple digital platforms

Expects physical retail plus digital options—"clicks and mortar"

Zahra Bahrololoumi explores the digital consumer of the future in the April 2016 Petroleum Review.

This article was first published in Petroleum Review's Retail Marketing Supplement, published in April 2016. See www.energyinst.org for more information.

BP selects Accenture to help transform customer experience at the fuel pump using digital and advanced analytics

READ MORE

PLANNING FOR THE FUTURE

What do fuel retailers need to do to start their journey to meet—and exceed—the evolving needs of digitally-savvy consumers?

Start with data

Having quick and easy access to the right data can help fuel retailers:

Shape retail offerings based on demographics and geographic information
Personalise offerings for each customer based on previous purchases
Optimize operations, improve maintenance regimes and reduce downtimes

Collaborate and innovate

Understand relevant, disruptive technologies that can enable innovative service offerings
Identify the best partners to deliver these digitally-enabled, higher levels of service

Improve agility and speed

The velocity of change will not slow down so prepare to be agile:

Structure your business to identify, accept and act swiftly on emerging threats
Future-proof capabilities at sites and head office locations

MEET THE TEAM

Zahra Bahrololoumi

Zahra has worked at Accenture for 17 years and leads Accenture's Fuels Retail Business. She has deep transformation and delivery experience across both grocery and fuels retailers. As the client account lead for an Oil & Gas Supermajor client, Zahra shapes and leads highly innovative digital work across the downstream value chain.
James Hallam

James has over 15 years of experience working with Oil & Gas and Retail clients, with a particular focus on Fuels Retailing. He has a passion for innovation and digital disruption, and for the past four years has been helping clients explore key macro, industry and technology trends and advising on how to change, innovate and adapt to ensure future success.
Brian Gray

Brian is a senior manager in Accenture’s Energy industry group. He has over 12 years of experience working with oil and gas clients supporting their downstream fuels retail businesses. Brian is passionate in helping to drive innovation throughout the business and ultimately setting clients up to capitalize on future trends. His experience in fuels retail stretches across customer experience, loyalty, retail site systems, payments, divestments, and large-scale complex deployments.
Malcolm Pratt

Malcolm is a senior manager in Accenture's Energy Practice with over 10 years' experience working with oil super majors in their Downstream Retail business. Malcolm has extensive functional experience in fuels retailing, specifically in the areas of retail business models, strategy, marketing and site delivery.
Becky Drewry

Becky is a senior manager in Accenture's Digital practice. She has deep functional knowledge across the retail value chain, and is truly passionate about marketing and loyalty and customer experience.
Judith Jackson

Judith has over 7 years of experience working with major oil companies across the retail value chain, helping them to embrace digital disruption. Judith specialises in helping convenience retailers grow their business through business and technology strategy, customer marketing and analytics.
Mark Gregg

Mark is a technology specialist, with deep knowledge of site systems, payments and loyalty systems within the retail sector. He is a leading industry expert in payments card processing.
Tom Westcott

Tom is a manager in the fuels retail practice with over six years of experience. His background is in creating and delivering strategic solutions and services on a global scale and more recently has specialised in Convenience Retail and Supply Chain on business lead projects.
Rushad Chinoy

Rushad is a Senior Manager within Accenture's Fuels Retail consulting practice. He has over 12 years of experience shaping and delivering Business and IT transformation programmes, and has spent the last five years managing large engagements across site systems, convenience retail, operations and retail network at a major IOC.