Future is Premium Customer

1. Behold, the near future!
Retail of the Future

2. “Future” is a premium customer.

3. “ Omni-channel ” is the norm
We have to connect with the customer on multiple channels and touch points simultaneously or
even interchangeably.
Customer can view an item online, purchase it using their phone, and return it by dropping by the
store, and they can do so in a smooth and seamless way.

4. “ Always Connected ” is the secret
Customers expect fast answers to questions or requests, and we will need to work extra hard to
get in touch with them as quickly as possible
Leverage the potential of traditional and digital media to communicate with them. Within 10 years
everyone under 25 will be what's called a "digital native"

5. “ Personalized Experience ” is everybody’s wish
One-size-fits all marketing just won’t cut it anymore, which is why we need to implement solutions
to personalize each customer’s experience.
Customer gets alerts and notifications about his favourite product range, wins coupons on his
birthday and special discounts based on their previous purchase.

6. “ Virtual Wallet ” is the new buzzword
Cash and credit cards won’t be things of the past any time soon, but mobile will definitely get a
huge chunk of the payments pie in the coming years.
Like “Beam” which is gaining prominence among the smart shoppers of the region. Mashreq Bank
has also introduced the tap and go payment concept.

7. Bottom Line: The Future lies in the hands of Customers

8. Emerging Click & Mortar trends
Click and Deliver
Click and Collect
Shop on the move
Collect on the move
Scan and go
Pay and go

9. The focus of our technology investments has swung
180 degrees, from the operations to the customer,
from efficiency to loyalty, from lowering our cost base
to increasing our revenues.

10. “I don’t come to work everyday to run a heap of
infrastructure. It is something that I don’t need to
worry about.”
“I want to see the blend of technical and creative
skills reflected all the way down the organization and
put to work on designing anything a customer might
use to interact with us.”

11. Technology Focus
To have build a healthy, scalable and evolving infrastructure and information
structure which will,
Increase Efficiency and Productivity
Increase quality of service
Increase customer interaction
Decrease error rate
Decrease idle time spent accessing or processing data
Decrease time spent on hardware maintenance
Decrease storage costs
Reduce paper, forms and duplication costs
Lower energy costs
Improved Mobility

12. “The battleground for the future is who serves the
customer best in this seamless and connected world
of physical and digital.”

13. Lets work smarter. Not just harder.