Retail Technology - The Experience is Everything
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Transcript of Retail Technology - The Experience is Everything
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Mark Thomson Retail Solutions Director Europe & Africa
THE EXPERIENCE IS EVERYTHING DELIVERING SOLUTIONS FOR RETAILERS
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IMPROVED SAFETY
SECURITY EFFICIENCY
ACCURATE SUPPLY CHAIN DATA
INVENTORY AND PRICING OPTIMIZATION
CONSISTENT CUSTOMER SERVICE
40% CRIME
REDUCTION
SECURITY AND SAFETY
AUTOMATION AND EFFICIENCY
ECONOMIES OF SCALE
30% REVENUE
RECOVERY
50% SYSTEM GROWTH
SOLUTIONS THAT MAKE OPPORTUNITIES A REALITY
65% FEWER
FULFILLMENT ERRORS
700% INCREASE IN
PRODUCTIVITY
50% FASTER
CHECKOUT
Examples based on specific customer results.
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• Guest access and recognition
• Digital loyalty services
• Mobile inventory, Price check
• RFID perpetual inventory solutions
• Device and network management
• Mobile electronic marketing
• Personal shopping assistant
• Interactive kiosks Digital signage
• Guest WiFi for personalization and metrics
• Mobile point of sale solutions
• Self checkout, mobile commerce
• Point of sale laser and imaging scanners
• Point of sale RFID readers
• Merchandise locator
• Task management, skill-based routing
• Voice, data, video connectivity
• Image, video share for situational awareness
• Network assurance and security
• Converged voice and data communications
• Video surveillance and analytics
• Mobile workforce management
• Automated ordering and replenishment
• Mobile receiving solutions
• Price verification and mobile mark downs
• Store activity, sales analytics at all levels
IMPROVE THE BUYING EXPERIENCE
PERSONALIZE THE SHOPPING EXPERIENCE
INCREASE SUPPLY CHAIN EFFICIENCY
ENHANCE ASSOCIATE EFFECTIVENESS
MANAGE STORE OPERATIONS
TRANSFORMING RETAIL
• GPS Tracking and management of delivery service vehicles
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SUCCESSFUL COMPANIES WILL ENGAGE CUSTOMERS THROUGH “OMNICHANNEL” RETAILING: A MASHUP OF DIGITAL AND PHYSICAL EXPERIENCES Darrell Rigby, Bain & Co
Of Retailers are unable to
connect shoppers’
activities online with what
they do in the store 89 %
Source: MSI 2012 Retail Survey
Retail associates and
managers who report
providing a better in-store
shopper experience when
equipped with the latest
mobile technologies
75 %
Source: MSI 2012 Retail Survey
95 %
Expected percentage of
mobile handsets shipped in
the US that will be Wi-Fi
enabled in 2015
Source: Coda Research June 2011
RETAIL IS CHANGING – ARE YOU READY?
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KEY TRENDS SHAPING THE FUTURE
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TRANSACT VALIDATE DISCRIMINATE NAVIGATE IDENTIFY
OMNICHANNEL?
Store
E-Commerce
M-Commerce
Mobile App
Tablet App
Catalogue
TV Channel
eBay
REACHING SHOPPERS WHERE THEY ARE
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WHEN BROWSING BECOMES BUYING,
CUSTOMERS BECOME BRAND ADVOCATES AND
RETAILERS INFLUENCE THE PURCHASE PATH.
Shopper selects a
retail destination and
enters the store
Shopper tries to locate
a selection set within
the store
Shopper seeks to
evaluate among
relevant alternatives
Shopper looks to
confirm a purchase
decision
Shopper ready to
commit to the
purchase
HOW CAN YOU IMPROVE THE SHOPPERS PURCHASE PATH?
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GREETED & ENABLED Connected Shopper
mobile applications
INCENT SHOPPERS Customer profiling
delivers customer
offers and messages
Video Recognition
GUEST ACCESS Presence AirDefense
Security NX Series
infrastructure
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THE TALE OF THE LOST SALE
Every shopper enters the store hoping they’ll
find what they want at an acceptable price. But
it doesn’t always turn out that way.
MOST ABANDONED SALES
BECOME LOST SALES
When the shopper leaves the store
without everything they wanted, those
abandoned sales are likely lost forever.
WHY SHOPPERS LEAVE
EMPTY HANDED
The reasons shoppers leave the store without
buying everything they wanted are varied. Some
are under the control of the retailer. Others aren’t.
Retail associates
provide directions
to a location with
item in stock
Retail associates
have out-of-stock
item delivered to
shopper’s home
BEFORE LEAVING THE
STORE, SHOPPERS ARE
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KEEP MOBILE WORKERS INFORMED Task Management, workflow services, task specific devices
SMARTER LISTS Proximity awareness
CONVERGED NETWORKING NX Series infrastructure
REDUCE SHOPPER WAIT TIMES Integrated communications between shopper and associates
PERSONAL SHOPPING Connected Shopper apps and devices
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IN STORE APPS
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AUTONOMOUS TASK MANAGEMENT
E-RETAIL MEETS BRICKS-N-MORTAR
CONNECTED ASSOCIATES, ENHANCED PRODUCTIVITY
VOICE COMMUNICATIONS
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EXTENDED AISLE Item level RFID Self service kiosks Item locator
SMART INVENTORY Video analytics RFID
CONNECTED ASSOCIATES In-store locationing Workforce management Dressing room assistant
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ENABLE CONVENIENT SHOPPER CHECKOUT Secure smartphone mobile commerce, e-wallets, home delivery, collection points
SECURELY MOBILIZE TRANSACTIONS Mobile point of sale solutions
INSTANTLY RECOGNIZE BOTTLENECKS Video and heat mapping analytics enable visibility, trigger associate allocation
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PUTTING IT ALL TOGETHER : TESCO SHOPPING TECHNOLOGY
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MOTOROLA IS HELPING RETAILERS BUILD EXPERIENCES WITH TECHNOLOGY
KNOW WHAT YOUR SHOPPERS WANT, BEFORE THEY DO.
YOU ASK ASSOCIATES TO DO MORE THAN EVER. WITH THE RIGHT TOOLS, THEY CAN.
WHEN I.T. DOESN’T HAVE TO DO EVERYTHING, THEY CAN DO ANYTHING.
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