THE EXPERIENCE
IS EVERYTHING
DELIVERING SOLUTIONS FOR RETAILERS

Mark Thomson
Retail Solutions Director Europe & Africa

1
SOLUTIONS THAT MAKE
OPPORTUNITIES A REALITY
40%

65%

CRIME
REDUCTION

FEWER
FULFILLMENT
ERRORS

SECURITY AND
SAFETY

IMPR...
TRANSFORMING RETAIL

PERSONALIZE
THE SHOPPING
EXPERIENCE

IMPROVE
THE BUYING
EXPERIENCE

ENHANCE
ASSOCIATE
EFFECTIVENESS

...
RETAIL IS CHANGING –
ARE YOU READY?

89

SUCCESSFUL COMPANIES WILL
ENGAGE CUSTOMERS THROUGH
“OMNICHANNEL” RETAILING: A
MAS...
KEY TRENDS SHAPING THE FUTURE

5
OMNICHANNEL?
IDENTIFY

NAVIGATE

DISCRIMINATE

VALIDATE

Store
E-Commerce
M-Commerce
Mobile App
Tablet App

Catalogue
TV C...
HOW CAN YOU IMPROVE THE
SHOPPERS PURCHASE PATH?

WHEN BROWSING BECOMES BUYING,
CUSTOMERS BECOME BRAND ADVOCATES AND
RETAIL...
GREETED &
ENABLED
Connected Shopper
mobile applications

INCENT
SHOPPERS
Customer profiling
delivers customer
offers and m...
THE TALE OF THE LOST SALE
Every shopper enters the store hoping they’ll
find what they want at an acceptable price. But
it...
CONVERGED
NETWORKING
NX Series
infrastructure

SMARTER LISTS
Proximity awareness

REDUCE
SHOPPER
WAIT TIMES

KEEP
MOBILE
W...
IN STORE APPS
CONNECTED ASSOCIATES,
ENHANCED PRODUCTIVITY

VOICE
COMMUNICATIONS

AUTONOMOUS
TASK MANAGEMENT

E-RETAIL MEETS
BRICKS-N-MOR...
EXTENDED
AISLE

SMART
INVENTORY

Item level RFID
Self service kiosks
Item locator

Video analytics
RFID

CONNECTED
ASSOCIA...
INSTANTLY
RECOGNIZE
BOTTLENECKS
Video and heat
mapping
analytics enable
visibility, trigger
associate allocation

ENABLE
C...
PUTTING IT ALL TOGETHER :
TESCO SHOPPING TECHNOLOGY
MOTOROLA IS HELPING
RETAILERS BUILD EXPERIENCES
WITH TECHNOLOGY

KNOW WHAT YOUR
SHOPPERS WANT,
BEFORE THEY DO.

YOU ASK AS...
Retail Technology - The Experience is Everything
Retail Technology - The Experience is Everything
Retail Technology - The Experience is Everything
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Retail Technology - The Experience is Everything

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Mark Thomson, Retail Solutions Director at Motorola Solutions presentation on The Experience is Everything within the retail industry

Published in: Technology, Business

Retail Technology - The Experience is Everything

  1. 1. THE EXPERIENCE IS EVERYTHING DELIVERING SOLUTIONS FOR RETAILERS Mark Thomson Retail Solutions Director Europe & Africa 1
  2. 2. SOLUTIONS THAT MAKE OPPORTUNITIES A REALITY 40% 65% CRIME REDUCTION FEWER FULFILLMENT ERRORS SECURITY AND SAFETY IMPROVED 30% REVENUE RECOVERY AUTOMATION AND EFFICIENCY 50% SYSTEM GROWTH ECONOMIES OF SCALE ACCURATE SUPPLY CHAIN DATA SAFETY SECURITY EFFICIENCY 700% INCREASE IN PRODUCTIVITY INVENTORY AND PRICING OPTIMIZATION 50% FASTER CHECKOUT CONSISTENT CUSTOMER SERVICE Examples based on specific customer results. 2
  3. 3. TRANSFORMING RETAIL PERSONALIZE THE SHOPPING EXPERIENCE IMPROVE THE BUYING EXPERIENCE ENHANCE ASSOCIATE EFFECTIVENESS MANAGE STORE OPERATIONS INCREASE SUPPLY CHAIN EFFICIENCY • Guest access and recognition • Digital loyalty services • Mobile inventory, Price check • RFID perpetual inventory solutions • Personal shopping assistant • Mobile point of sale solutions • Merchandise locator • Device and network management • Network assurance and security • Mobile electronic marketing • Self checkout, mobile commerce • Task management, skill-based routing • Interactive kiosks Digital signage • Point of sale laser and imaging scanners • Voice, data, video connectivity • Point of sale RFID readers • Image, video share for situational awareness • Guest WiFi for personalization and metrics • Converged voice and data communications • Video surveillance and analytics • Mobile workforce management • GPS Tracking and management of delivery service vehicles • Automated ordering and replenishment • Mobile receiving solutions • Price verification and mobile mark downs • Store activity, sales analytics at all levels PAGE 3
  4. 4. RETAIL IS CHANGING – ARE YOU READY? 89 SUCCESSFUL COMPANIES WILL ENGAGE CUSTOMERS THROUGH “OMNICHANNEL” RETAILING: A MASHUP OF DIGITAL AND PHYSICAL EXPERIENCES % Of Retailers are unable to connect shoppers’ activities online with what they do in the store Darrell Rigby, Bain & Co 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 75 % Retail associates and managers who report providing a better in-store shopper experience when equipped with the latest mobile technologies Source: MSI 2012 Retail Survey
  5. 5. KEY TRENDS SHAPING THE FUTURE 5
  6. 6. OMNICHANNEL? IDENTIFY NAVIGATE DISCRIMINATE VALIDATE Store E-Commerce M-Commerce Mobile App Tablet App Catalogue TV Channel eBay Facebook REACHING SHOPPERS WHERE THEY ARE TRANSACT
  7. 7. HOW CAN YOU IMPROVE THE SHOPPERS PURCHASE PATH? 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
  8. 8. 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
  9. 9. 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 WHY SHOPPERS LEAVE EMPTY HANDED When the shopper leaves the store without everything they wanted, those abandoned sales are likely lost forever. BEFORE LEAVING THE STORE, SHOPPERS ARE 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
  10. 10. CONVERGED NETWORKING NX Series infrastructure SMARTER LISTS Proximity awareness REDUCE SHOPPER WAIT TIMES KEEP MOBILE WORKERS INFORMED Task Management, workflow services, task specific devices Integrated communications between shopper and associates PERSONAL SHOPPING Connected Shopper apps and devices
  11. 11. IN STORE APPS
  12. 12. CONNECTED ASSOCIATES, ENHANCED PRODUCTIVITY VOICE COMMUNICATIONS AUTONOMOUS TASK MANAGEMENT E-RETAIL MEETS BRICKS-N-MORTAR
  13. 13. EXTENDED AISLE SMART INVENTORY Item level RFID Self service kiosks Item locator Video analytics RFID CONNECTED ASSOCIATES In-store locationing Workforce management Dressing room assistant
  14. 14. INSTANTLY RECOGNIZE BOTTLENECKS Video and heat mapping analytics enable visibility, trigger associate allocation ENABLE CONVENIENT SHOPPER CHECKOUT Secure smartphone mobile commerce, ewallets, home delivery, collection points SECURELY MOBILIZE TRANSACTIONS Mobile point of sale solutions
  15. 15. PUTTING IT ALL TOGETHER : TESCO SHOPPING TECHNOLOGY
  16. 16. 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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