Creating a Smart Retail Environment

David Guest Specsavers CTO

Agenda

• The Specsavers Partnership• Current retail optical landscape• Specsavers’ situation and challenges• Possible solutions• Smart Store

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The Specsavers Partnership

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• More than 30 years in business

• World’s largest privately owned optical and audiology group

• Over 2,300 store partners worldwide

• Over 1,750 stores across 10 countries

• Market leader in eight countries

• Total turnover for the financial year 2014/15 was £2.06 billion

The Specsavers Partnership

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Retail optical landscape

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Until now has been based in store and on a physical eye test

Disruptive technology is emerging

Retail optical landscape

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Auto Refraction

Online sight tests

Retail Optical Landscape

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Until now has been based in store and on a physical eye test

Disruptive technology is emerging

Customers are expecting more technology and more online

Virtual dispensing toolbox measuring

Delivering precision eye care using technology

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Retail optical Landscape

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Until now has been based in store and on a physical eye test

Disruptive technology is emerging

Customers are expecting more technology and more online

National Health Service reforms of secondary services

The Customer Is taking control

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The customer is now at the heart of the process

The user was at the heart of the process

The user was at the heart of the network

Specsavers specific challenges

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Busy storesCustomers are also patients

Optical heritage

Aging infrastructure

So what are we doing?

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Data programme

iHarmony

Digital programme

iHarmony

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New store layout to create more space

Replacement of fixed stations with tablets

Mobile payments

More test roomsImproving customer interaction

Facilitating higher volumes

Genesys – extending the store journey

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Globalisation : Promoting simplification,

transfer of best practice & standardise solutions

Data programme

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Single view of customer

Master product data

Delivering business intelligence

Supporting digital strategy

Giving business, partners and customers access to the right data at the right time making informed decisions

Digital programme

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“Making every customer journey better”

Sally & her busy life John who likes tech & football

Digitising our customers

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Manage appointments and collections online

Frame recommendations

Order a second frame online

My Specsavers Account

Try on glasses app and hearing check app

It all adds up to ‘The smart store’

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