Kiosks, Mobile and the Evolving Retail       ExperienceFK Funderburke and Hilding Anderson
Speakers                        FK Funderburke                        Hilding Anderson  © Copyright 2010 Sapient Corporati...
The Changing Retail Experience© Copyright 2010 Sapient Corporation | Confidential   3
The Situation: retailers are under pressure – justbarely back to 2007 holiday season levels   © Copyright 2010 Sapient Cor...
And e-commerce takes up a growing percentage ofoverall retail sales   © Copyright 2010 Sapient Corporation | Confidential ...
Tale of two companies  © Copyright 2010 Sapient Corporation | Confidential   6
Consumer’s shopping process is no longer linear  A proliferation of  engaging digital  touch-points  Non-linear,   cross...
New technologies: touch screens, interactive displays, digitalsignage, mobile are changing the way consumers shop         ...
We are witnessing the integration of these new technologies into theevolving retail experience                            ...
The way we do simple, everyday tasks has changed    © Copyright 2010 Sapient Corporation | Confidential   10
The way we shop in a store has changed too…    © Copyright 2010 Sapient Corporation | Confidential   11
The Future of Retail© Copyright 2010 Sapient Corporation | Confidential    12
Our vision of the future of retail1.  Mobile is ubiquitous…and an enabler2.  In-Store Apps at the Point of Sale / End-Caps...
Mobile is ubiquitous…and an enablerActions / Benefits:Native AppsCheck In  Get A DealAccess Wish ListMobile Payments / Mo...
In-Store Apps at the Point of Sale / End-Caps / SalesAssociate TabletsActions / Benefits:Scan itemsCheck InventoryDigital ...
Digital Signage in-store will grow…and integrate into kiosksActions / Benefits:Communicate Products & OffersDay-partingSoc...
Interactive KiosksActions / Benefits:Scan Items and get suggestions – outfits, goes withOccasion based suggestions – Work,...
Loyalty will become a central component…and tie into social media    © Copyright 2010 Sapient Corporation | Confidential  ...
The continued importance of .Com channelsActions / Benefits:Start shopping experienceImmersiveHeads up display of accountW...
RFID & Checkout: New Ways To Buy…Actions / Benefits:Living Sales TicketScan for InformationSmart InventoryQuicker Check Ou...
Social shopping: geo + mobile + physicalActions / Benefits:Your friends + your buying history = socialshopping    © Copyri...
What Does This Mean For The Business Of                     Retailing?© Copyright 2010 Sapient Corporation | Confidential ...
First                      let’s look at              when Social Media and Retail                       first met© Copyri...
Social Media and Retail: Rough First Couple of Dates      WHAT are they saying                                WHERE are th...
But now you can come in, snap a picture, and compareprices online and near your location using an appRetailers are still f...
To address these changes, retailers are creating a newin-store experience                                                 ...
With improved loyalty and rewards initiatives   © Copyright 2010 Sapient Corporation | Confidential   27
And new floorplans and new designs   © Copyright 2010 Sapient Corporation | Confidential   28
Which enable more personalization & data throughbrand-owned apps and experiencesGoals:Know Customers BetterLeverage DataIm...
What Does This Mean For Consumers?© Copyright 2010 Sapient Corporation | Confidential   30
Consumers implications   They will be watching: less privacy   Improved channel choice   More interactivity     © Copyrigh...
They will bewatching: lessprivacy   © Copyright 2010 Sapient Corporation | Confidential   32
Improved channel choiceConsumers have manymore connections to                                                         tv/v...
More fun in the mall   © Copyright 2010 Sapient Corporation | Confidential   34
Privacy: the near future   © Copyright 2010 Sapient Corporation | Confidential   35
Some important questions remain   How comfortable will consumers be with the privacy implications of    personalized produ...
Questions?© Copyright 2010 Sapient Corporation | Confidential          37
Appendix© Copyright 2010 Sapient Corporation | Confidential    38
Kiosks, Phones, Tablets,Signage – Retail is Different      © Copyright 2010 Sapient Corporation | Confidential   39
The digital customer experienceDigital mindset is influencing how consumers see retail                                    ...
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SXSW 2011 - Kiosks, Mobile and the Evolving Retail Experience

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Presented by FK Funderburke and Hilding Anderson at the 2011 SXSW Interactive Festival.

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Transcript of "SXSW 2011 - Kiosks, Mobile and the Evolving Retail Experience"

  1. 1. Kiosks, Mobile and the Evolving Retail ExperienceFK Funderburke and Hilding Anderson
  2. 2. Speakers FK Funderburke Hilding Anderson © Copyright 2010 Sapient Corporation | Confidential 2
  3. 3. The Changing Retail Experience© Copyright 2010 Sapient Corporation | Confidential 3
  4. 4. The Situation: retailers are under pressure – justbarely back to 2007 holiday season levels © Copyright 2010 Sapient Corporation | Confidential 4
  5. 5. And e-commerce takes up a growing percentage ofoverall retail sales © Copyright 2010 Sapient Corporation | Confidential 5
  6. 6. Tale of two companies © Copyright 2010 Sapient Corporation | Confidential 6
  7. 7. Consumer’s shopping process is no longer linear  A proliferation of engaging digital touch-points  Non-linear, cross-channel  Web-first for many consumer buying decisions © Copyright 2010 Sapient Corporation | Confidential 7
  8. 8. New technologies: touch screens, interactive displays, digitalsignage, mobile are changing the way consumers shop Interactive displays We’ve rediscovered the power of Touch (in a good way!) Digital Signage © Copyright 2010 Sapient Corporation | Confidential 8
  9. 9. We are witnessing the integration of these new technologies into theevolving retail experience QR code redemption Mobile Wallet Mobile Couponing QR coded advertising RFID technology Microsoft’s 2-D “TAG” barcode © Copyright 2010 Sapient Corporation | Confidential 9
  10. 10. The way we do simple, everyday tasks has changed © Copyright 2010 Sapient Corporation | Confidential 10
  11. 11. The way we shop in a store has changed too… © Copyright 2010 Sapient Corporation | Confidential 11
  12. 12. The Future of Retail© Copyright 2010 Sapient Corporation | Confidential 12
  13. 13. Our vision of the future of retail1.  Mobile is ubiquitous…and an enabler2.  In-Store Apps at the Point of Sale / End-Caps / Sales Associate Tablets3.  Interactive kiosks will become more important and common, with increased functionality and deeper integration into the retail experience4.  Digital Signage in-store will grow…and integrate into kiosks5.  Loyalty will become a central component…and tie into social media6.  The continued importance of .Com channels7.  RFID & Checkout: New Ways To Buy…8.  Social shopping: geo + mobile + physical © Copyright 2010 Sapient Corporation | Confidential 13
  14. 14. Mobile is ubiquitous…and an enablerActions / Benefits:Native AppsCheck In  Get A DealAccess Wish ListMobile Payments / Mobile WalletView Rewards & LoyaltyScanShareOrder © Copyright 2010 Sapient Corporation | Confidential 14
  15. 15. In-Store Apps at the Point of Sale / End-Caps / SalesAssociate TabletsActions / Benefits:Scan itemsCheck InventoryDigital Sales AssistantOrder & Pay for out of stock itemsCustomer Reviews & Social Media LinksCompare & Contrast ItemsIdle Screen = Digital Signage © Copyright 2010 Sapient Corporation | Confidential 15
  16. 16. Digital Signage in-store will grow…and integrate into kiosksActions / Benefits:Communicate Products & OffersDay-partingSocial Media feedsNewsVideoInstructional © Copyright 2010 Sapient Corporation | Confidential 16
  17. 17. Interactive KiosksActions / Benefits:Scan Items and get suggestions – outfits, goes withOccasion based suggestions – Work, Weekend, WhateverConfigure Outfit – Save to ClosetTake a Photo and ShareRetail App – not in store, no problemNews Feed – Surface TwitterShare outfits and experiences in store through Social MediaIdle Screen = Digital SignageContent – New Items, Specials, Twitter Feed © Copyright 2010 Sapient Corporation | Confidential 17
  18. 18. Loyalty will become a central component…and tie into social media © Copyright 2010 Sapient Corporation | Confidential 18
  19. 19. The continued importance of .Com channelsActions / Benefits:Start shopping experienceImmersiveHeads up display of accountWish ListShare with Friends © Copyright 2010 Sapient Corporation | Confidential 19
  20. 20. RFID & Checkout: New Ways To Buy…Actions / Benefits:Living Sales TicketScan for InformationSmart InventoryQuicker Check Out LinesTrack your dog © Copyright 2010 Sapient Corporation | Confidential 20
  21. 21. Social shopping: geo + mobile + physicalActions / Benefits:Your friends + your buying history = socialshopping © Copyright 2010 Sapient Corporation | Confidential 21
  22. 22. What Does This Mean For The Business Of Retailing?© Copyright 2010 Sapient Corporation | Confidential 22
  23. 23. First let’s look at when Social Media and Retail first met© Copyright 2010 Sapient Corporation | Confidential 23
  24. 24. Social Media and Retail: Rough First Couple of Dates WHAT are they saying WHERE are they saying about my brand? it? WHY are they saying it?WHO is saying it? HOW do I engage with HOW can I leverage what them? they’re saying? It’s a new CHANNEL! I’m ok with this, I think. Retailers are just getting a handle on social media and your ability to write whatever you want about them © Copyright 2010 Sapient Corporation | Confidential 24
  25. 25. But now you can come in, snap a picture, and compareprices online and near your location using an appRetailers are still figuring out what to do with these new channels– how do you maintain control when consumers can price shopin every aisle © Copyright 2010 Sapient Corporation | Confidential 25
  26. 26. To address these changes, retailers are creating a newin-store experience Digital Signage Touch Display Mobile { In-Store Experience } Point of Sale © Copyright 2010 Sapient Corporation | Confidential 26
  27. 27. With improved loyalty and rewards initiatives © Copyright 2010 Sapient Corporation | Confidential 27
  28. 28. And new floorplans and new designs © Copyright 2010 Sapient Corporation | Confidential 28
  29. 29. Which enable more personalization & data throughbrand-owned apps and experiencesGoals:Know Customers BetterLeverage DataImprove/Increase Customer Affinity and Satisfaction © Copyright 2010 Sapient Corporation | Confidential 29
  30. 30. What Does This Mean For Consumers?© Copyright 2010 Sapient Corporation | Confidential 30
  31. 31. Consumers implications   They will be watching: less privacy   Improved channel choice   More interactivity © Copyright 2010 Sapient Corporation | Confidential 31
  32. 32. They will bewatching: lessprivacy © Copyright 2010 Sapient Corporation | Confidential 32
  33. 33. Improved channel choiceConsumers have manymore connections to tv/videothe brand communities mobile email online store THE syndication BRAND microsites kiosk display ads retail search promotions print partnerships © Copyright 2010 Sapient Corporation | Confidential 33
  34. 34. More fun in the mall © Copyright 2010 Sapient Corporation | Confidential 34
  35. 35. Privacy: the near future © Copyright 2010 Sapient Corporation | Confidential 35
  36. 36. Some important questions remain   How comfortable will consumers be with the privacy implications of personalized product offers and location-aware apps owned by the major retailers?   To what degree will physical stores continue to be important? The Redbox effect?   How adaptable will the U.S. consumer be to the new kiosks and mobile device integration – walk in and swipe your phone on the kiosk? © Copyright 2010 Sapient Corporation | Confidential 36
  37. 37. Questions?© Copyright 2010 Sapient Corporation | Confidential 37
  38. 38. Appendix© Copyright 2010 Sapient Corporation | Confidential 38
  39. 39. Kiosks, Phones, Tablets,Signage – Retail is Different © Copyright 2010 Sapient Corporation | Confidential 39
  40. 40. The digital customer experienceDigital mindset is influencing how consumers see retail There is a big difference between watching & participating Traditional media most often involves a static push experience. But consumers are now looking for traditional retail experiences to respond and engage them the same way digital experiences do The game has changed…© Copyright 2010 Sapient Corporation | Confidential 40
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