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The forgotten shop floor – 'The rise of the digital high street' research results

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From enhancing efficiency to improving productivity and delivering a more compelling customer experience, the successful deployment of in-store technology can deliver a range of benefits to high street retailers. In our research reports - "The rise of the digital high street" - we questioned 1,000 consumers and 1,000 employees from major UK retailers about their experiences of in-store technology. We learned a great deal about the factors that thrill and frustrate customers when it comes to physical retail. In this session, our panel will discuss the report findings, offer insight as to where in-store technology is failing to meet customer needs, the benefits of getting in-store technology right, and predictions of the future for high street stores.

Speaker:

Richard Clarke
Executive Director, Global Retail
Fujitsu

Martin Smithen
Proposition Lead, Digital Workplace Services
Fujitsu

Max Schoredits
Director, Europe
Grassfish

Paul Kirkland
Retail & Hospitality Specialist, UK
Fujitsu

Tom Smith
Retail & Hospitality Specialist, UK
Fujitsu

Published in: Retail
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The forgotten shop floor – 'The rise of the digital high street' research results

  1. 1. 0 © Copyright 2017 FUJITSU Fujitsu Forum 2017 #FujitsuForum
  2. 2. 1 © Copyright 2017 FUJITSU The Forgotten Shop Floor – The rise of the digital high street research results Richard Clarke - Interviewer Executive Director, Global Retail, Fujitsu Max Schoredits - Panellist Director, Europe, Grassfish Tom Smith - Panellist Retail & Hospitality Specialist, UK, Fujitsu Martin Smithen - Panellist Digital Workplace Propositions Director, EMEIA, Fujitsu Paul Kirkland - Panellist Retail & Hospitality Specialist, UK, Fujitsu
  3. 3. 2 © Copyright 2017 FUJITSU The Forgotten Shop Floor – The rise of the digital high street research results VIDEO >
  4. 4. 3 © Copyright 2017 FUJITSU
  5. 5. 4 © Copyright 2017 FUJITSU uk.fujitsu.com/retail/forgottenshopfloor
  6. 6. 5 © Copyright 2017 FUJITSU ANY QUESTIONS?
  7. 7. 6 © Copyright 2017 FUJITSU Fujitsu Sans Light – abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789 ¬!”£$%^&*()_+-=[]{};’#:@~,./<>?| ©¨~¡¢¤¥¦§¨ª«»¬- ®¯°±²³µ¶·¸¹º¼½¾¿ÀÁÂÃÄÅÇÈÆÉÊËÌÍÎÏÐÑÒÓÔÕÖ×ØÙÚÛÜÝÞßàáâãäåæçèéêëìíîïðñòóôõö÷øùúûüýþ ÿĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝·-‒–—―‘’‚“”„†‡•…‰‹›‾⁄⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉€™Ω→∂∆∏∑−√∞∫≈≠≤≥⋅■◊fifl Fujitsu Sans – abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789 ¬!”£$%^&*()_+-=[]{};’#:@~,./<>?| ©¨~¡¢¤¥¦§¨ª«»¬- ®¯°±²³µ¶·¸¹º¼½¾¿ÀÁÂÃÄÅÇÈÆÉÊËÌÍÎÏÐÑÒÓÔÕÖ×ØÙÚÛÜÝÞßàáâãäåæçèéêëìíîïðñòóôõö÷øùúûüý þÿĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝·-‒–—―‘’‚“”„†‡•…‰‹›‾⁄⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉€™Ω→∂∆∏∑−√∞∫≈≠≤≥⋅■◊fifl Fujitsu Sans Medium – abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789 ¬!”£$%^&*()_+-=[]{};’#:@~,./<>?| ©¨~¡¢¤¥¦§¨ª«»¬- ®¯°±²³µ¶·¸¹º¼½¾¿ÀÁÂÃÄÅÇÈÆÉÊËÌÍÎÏÐÑÒÓÔÕÖ×ØÙÚÛÜÝÞßàáâãäåæçèéêëìíîïðñòóôõö÷øùúû üýþÿĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝·-‒–—―‘’‚“”„†‡•…‰‹›‾⁄⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉€™Ω→∂∆∏∑−√∞∫≈≠≤≥⋅■◊fifl
  8. 8. 7 © Copyright 2017 FUJITSU A closer look
  9. 9. 8 © Copyright 2017 FUJITSU The Digital High Street – Consumer View Consumers see the main role of the high street as: Consumers see the main benefits of in-store tech as: 49% allowing them to browse for products 30% the customer in-store experience 51% quicker service 39% ordering out of stock products 36% accessing extra product info
  10. 10. 9 © Copyright 2017 FUJITSU The Digital High Street – Employee View The in-store technology employees most often use is: Employees believe that technology: 56% smart checkouts 48% mobile point of sale 61% allows them to solve customer issues 58% saves them time 54% mobile stock monitoring
  11. 11. 10 © Copyright 2017 FUJITSU Gaps in Technology – Consumer View Consumer experience: 41% experience poor in-store technology ‘quite often’, ‘very often’ or ‘every time they go in-store’ 41% technology very slow Key issues for the consumer: Consumer trust: 61% say the quality of in-store tech impacts the loyalty of consumers 75% trust Amazon or eBay to give a better in-store tech experience than the high street stores 37% unreliable 25% not enough devices
  12. 12. 11 © Copyright 2017 FUJITSU Gaps in Technology – Employee View Key issues for employees: The gaps between employees and customers: 66% employees say there isn’t enough tech for the team 65% of employees use their own device on the shop floor to do their job more effectively 73% of customers can get info more quickly with their own devices 50%say the technology they have is slow
  13. 13. 12 © Copyright 2017 FUJITSU The Future of the Store – Consumer View The tech-empowered high street that consumers want to see includes: 45% personalised offers sent in-store 33% smart mirrors 24% delivery of purchases directly to their car through the IoT 19% advanced biometric payments 22% VR technology
  14. 14. 13 © Copyright 2017 FUJITSU The Future of the Store – Consumers View Consumers see the future of the high street as: The business opportunity: 49% browsing and purchasing products 79% of consumers say a more positive experience of in-store tech (like personalised vouchers) would make them more likely to spend more money in-store 47% the customer in-store shopping experience
  15. 15. 14 © Copyright 2017 FUJITSU Fujitsu Sans Light – abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789 ¬!”£$%^&*()_+-=[]{};’#:@~,./<>?| ©¨~¡¢¤¥¦§¨ª«»¬- ®¯°±²³µ¶·¸¹º¼½¾¿ÀÁÂÃÄÅÇÈÆÉÊËÌÍÎÏÐÑÒÓÔÕÖ×ØÙÚÛÜÝÞßàáâãäåæçèéêëìíîïðñòóôõö÷øùúûüýþ ÿĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝·-‒–—―‘’‚“”„†‡•…‰‹›‾⁄⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉€™Ω→∂∆∏∑−√∞∫≈≠≤≥⋅■◊fifl Fujitsu Sans – abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789 ¬!”£$%^&*()_+-=[]{};’#:@~,./<>?| ©¨~¡¢¤¥¦§¨ª«»¬- ®¯°±²³µ¶·¸¹º¼½¾¿ÀÁÂÃÄÅÇÈÆÉÊËÌÍÎÏÐÑÒÓÔÕÖ×ØÙÚÛÜÝÞßàáâãäåæçèéêëìíîïðñòóôõö÷øùúûüý þÿĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝·-‒–—―‘’‚“”„†‡•…‰‹›‾⁄⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉€™Ω→∂∆∏∑−√∞∫≈≠≤≥⋅■◊fifl Fujitsu Sans Medium – abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789 ¬!”£$%^&*()_+-=[]{};’#:@~,./<>?| ©¨~¡¢¤¥¦§¨ª«»¬- ®¯°±²³µ¶·¸¹º¼½¾¿ÀÁÂÃÄÅÇÈÆÉÊËÌÍÎÏÐÑÒÓÔÕÖ×ØÙÚÛÜÝÞßàáâãäåæçèéêëìíîïðñòóôõö÷øùúû üýþÿĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝·-‒–—―‘’‚“”„†‡•…‰‹›‾⁄⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉€™Ω→∂∆∏∑−√∞∫≈≠≤≥⋅■◊fifl

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