What's driving tomorrow retail experience. Microsoft Dynamics 365 will elevate retailers shopping experience challenge.

1. Outlook of Tomorrow’s
Retail Experience

2. SOMETIMES AGO, retail was based on
relationships: When people walked through
the front door, the merchant personally
greeted them and asked how they could help.
Customers trusted the merchant to help them
with what they needed and educate them
about new items on the shelf.
What’s
Driving
Tomorrow’s Retail
Experience

3. 41%
Expect to provide personalised product details, based on
previous behavior, to a shopper’s smartphone
35%
Expect to recognise their customers in the store with geofencing
or presence technology
42%
Expect to send coupons based on their geolocation and personal
custom interest
56%
Of all transactions will be completed via mobile point of sale, self
checkout, and / or any other paperless transaction method

4. Retailers with brick and mortar stores have incredible advantages, if they
can create the right experience and product mix.
The Future of Retail in
an Omni-Channel world
Omni-Channel retailing is about
giving customers a seamless,
consistent experience, whether it’s
in - store online or through a mobile
device
“ “

5. Q: “WHAT ARE THE
PRIMARY DRIVERS FOR
INVESTMENT IN
TECHNOLOGIES FOR
YOUR ORGANISATION?”

6. IDENTIFY
● Staff is not available to greet
● Past relationship not recognised
● Pre-trip research
● Unsure what’s new that I want
● Don’t know where to find what I need
● Shopper is confident the store has what they need
● Virtual assistant and personalised greeting
● Custom and pragmatic shopping experience delivered to
handset
● Profile - based custom messages and offers delivered
● Connected shopper mobile applications
● Enterprise Resource Planning & Customer Relationship
Management
● Geo-Tagging & Geo-Targeting
● Pragmatic Marketing

7. NAVIGATE
40%
Of Retailers identified the inability to find the item
they came to purchase a major source of customer
dissatisfaction, second only to out - of - stock
situations.
73%
Of Retailers are investing in technology to know
where a customer is in the store. They are looking
to inform shoppers through solutions such as
digital signage displays, electronic shelf labels and
handheld personal shopping assistants.

8. NAVIGATE
● Don’t know where to find an area of the store
● Look at signage to navigate
● Need to go back to customer service for help
● Have to wait for assistance to arrive
● Every associate is virtually connected & empowered to
assist shopper
● Shoppers can shop around & received updates through
smartphone
● Intelligent task manager identifies, auto-dispatches the
right associate
● Integrated communication between shopper & associate
● Personal Shopping
● Task dispatch and workflow service

9. TRANSACT
The checkout process is critical, as it usually sets the tone for whether or not a retailer
makes the selection set for the next shopping trip. The immediacy of online checkout has
increased the expectations that customers have in this part of the shopping process. Yet, it
also doesn’t need to be an independent piece of retailers’ operations.
“

10. CUSTOMER ENGAGEMENT AND CROSS
CHANNEL EXPECTATIONS
Of shoppers went online to research a
product before going to the store to buy it.
That data, combined with other activities
and when coupled with analytics, presents
robust shopping experience data
Customers today don’t see the many channels that retailers have as distinct and different, rather, they view
this as quite the opposite and expect that retailers recognise shoppers across all of their activities performed
with them. Therefore, why wouldn’t omni-channel retailers know how shoppers have interacted with them
online, on their mobile and in their store?
83%

11. DISTRIBUTION OPERATIONS AND
SUPPLY CHAIN MANAGEMENT
OVER THE LAST DECADE,
THIS HAS BEEN THE
LARGEST STRATEGIC
INVESTMENT FOR
BUSINESS IMPROVEMENT
THROUGH EITHER
INTERNAL INVESTMENT
OR A MIX OF LOGISTICS
BUSINESS PARTNERS.

12. MICROSOFT DYNAMICS 365 for
RETAIL

13. Engage every
shopper,
everywhere
Dynamics 365
Benefit for Retailers

14. Drive Unified Commerce
Create seamless shopping experiences
Increase revenue, customer satisfaction, and brand
loyalty by delivering a consistent shopping experience
across stores, web, mobile, and call centers.
Enable omni-channel buying
Give customers the convenience and flexibility to buy
in-store, pick up in other locations, or get home delivery
through optimized ordering and fulfillment tools.
Increase brand loyalty
Enable customers to earn and redeem points, and use
gift cards and promotional coupons across channels.

15. Create a Modern Store Experience
Deliver exceptional customer service
Meet customer expectations by using tools to access real-
time product, customer, inventory and order visibility
Tailor product selection & recommendations
Offer more product selection & recommendations through
advanced analytics that provide the best of both online
and in-store shopping.
Optimise store operations
Gain insights through automation & business intelligence
dashboards that manage reports, scheduling, time
tracking & sales

16. Effectively Manage Merchandising
Streamline sourcing & replenishment
Acquire inventory from the right vendor at the right
price, and allocate and replenish stores based on season,
market demand, and competitive pressures.
Manage product demand
Offer the right products in the right channels at the right
prices by centrally tracking product information,
categories, assortment, and pricing.
Amplify sales and promotions
Target product and promotion by category, channel,
season, loyalty and tier to impact revenue.

17. STUDY CASE

18. Try #Dynamics365 for Retail
info@metisc.com.au >

19. Metisc is a Microsoft Dynamics 365 specialist and an independent Software Vendor
providing software and integration services to customers in non profit, consumer,
corporate, government, education and small to medium businesses.
We have a long history of working with CRM systems, and we do it well. Metisc has more
than 25 years of experience supporting and providing software across Australia and
internationally.

20. Thank You