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The future of commerce (not just e) - Working Digital 2018

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Stephen Whitelaw's presentation from Working Digital 2018 in Kilmarnock. A fast and fun look at the future of retail and the impact of bots and more!

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The future of commerce (not just e) - Working Digital 2018

  1. 1. The Future of Commerce (not just E) Thursday 22nd March 2018
  2. 2. "There is no reason anyone would want a computer in their home." Ken Olson, president, chairman and founder of Digital Equipment Corp., 1977
  3. 3. Not an easy job !
  4. 4. “50% of them will be gone in 10 years!”
  5. 5. We are teaching children who will be doing jobs that do not exist today!
  6. 6. Jobs of the future ! • Drone traffic optimizer • Genetic baby designer • Augmented Reality Architect • Crypto Currency Lawyer • Bio-Hacking Security Inspector • Clone Rancher • Data Hostage Specialist
  7. 7. www.willrobotstakemyjob.com
  8. 8. Voice Recognition Assistants
  9. 9. Digital Assistants
  10. 10. Amazon has dominated voice search
  11. 11. The Honeywell H316 Computer
  12. 12. It’s not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change - Charles Darwin
  13. 13. In the last 2 years... – 350 million users to 2.1 billion active users – 75 million user accounts to 328 million active users – 50 million users worldwide to 500 million users 540 million active users (... since July 2011 launch) 150 million users.
  14. 14. E-Mail Volume within organisation >80% reduction of email >80% reduction of email
  15. 15. Size of e-commerce marketplace ?
  16. 16. Can you help reduce this?
  17. 17. Amazon Lockers
  18. 18. Amazon Dash Button
  19. 19. Amazon Drones
  20. 20. Gone …
  21. 21. Store with a difference! Tesco open 5th internet ‘dark store’
  22. 22. ‘dark store’ from above
  23. 23. House of Fraser in Aberdeen
  24. 24. Online subscriptions exploding
  25. 25. Online shopping is safer!
  26. 26. www.Lamoda.ru
  27. 27. You’ve got 15 minutes to try them on!
  28. 28. If you want to keep them then pay the driver
  29. 29. Amazon Prime Wardrobe
  30. 30. www.bloomandwild.com
  31. 31. Amazon Book Shops
  32. 32. Amazon Go – No lines, No checkout !
  33. 33. Amazon Go stores ..
  34. 34. Amazon Prime Now
  35. 35. Food delivery companies …
  36. 36. Amazon Restaurants
  37. 37. Amazon Buys Whole Foods
  38. 38. Who much did they pay?
  39. 39. Amazon versus Walmart “Amazon wants to become Walmart before Walmart becomes Amazon.”
  40. 40. Amazon Meal Kits – move over Blue Apron
  41. 41. Amazon owns lots of ‘secret’ brands … • Brand Product • Arabella Lingerie • Beauty Bar Cosmetics • Denali Tools • Franklin & Freeman Men’s shoes • Happy Belly Fresh food • Lark & Ro Women’s clothing • Mae Underwear • Mama Bear Baby products • Myhabit Consumer goods • North Eleven Women’s clothing • NuPro Tech accessories • Pike Street Linen • Pinzon (by Amazon) Linen • Scout + Ro Kid’s clothing • Single Cow Burger Frozen food • Small Parts Spare parts
  42. 42. Amazon Certified Refurbished
  43. 43. Amazon Business
  44. 44. Amazon Global Store
  45. 45. Amazon Pharmacy – coming soon
  46. 46. Amazon Basics
  47. 47. Amazon hardware products • Kindle Reader • Echo/Echo Dot/Tap • Fire Stick
  48. 48. Amazon Alexa Skills
  49. 49. Amazon Alexa Skills
  50. 50. Amazon Prime Air Amazon buys 40 Boeing 767 cargo jets – August 2016
  51. 51. Amazon ‘Instant’ Pickup
  52. 52. Amazon take on Etsy with Handmade
  53. 53. Amazon Jewellery Boutique
  54. 54. Amazon Vehicles
  55. 55. Amazon tickets
  56. 56. Amazon Spark
  57. 57. Amazon Underground Apps
  58. 58. Amazon Robots
  59. 59. Zappos – ecommerce on steroids
  60. 60. Stichfix – ecommerce gone mad
  61. 61. tripadvisor
  62. 62. www.feefo.com
  63. 63. Trustpilot ..
  64. 64. Some great reviews … well sort of ! “I have been a customer for about a year and a half and I have nothing but great things to say about this place. I always get the pizza, but the Italian beef was also good and I was impressed. The service was outstanding. The best service I have ever had. Highly recommended.” “The food here is freaking amazing, the portions are giant. The cheese bagel was cooked to perfection and well prepared, fresh & delicious! The service was fast. Our favourite spot for sure! We will be back!” “My family and I are huge fans of this place. The staff were super nice and the food is great. The chicken is very good and the garlic sauce is perfect. Ice cream topped with fruit is delicious too. Highly recommended!”
  65. 65. ALMOST 75% OF ONLINE SEARCH WORLDWIDE IS NOT IN ENGLISH Smart businesses knows localization makes them a true global competitor.
  66. 66. Google Translate …
  67. 67. Chinese translation: Lost in Translation ”Eat your fingers off”
  68. 68. These products have never made it to the UK
  69. 69. Even within one country !
  70. 70. Google Buys Nest for $3.2B !
  71. 71. Ambient Umbrella
  72. 72. HAPIfork 
  73. 73. www.mimobaby.com
  74. 74. Smart Mirrors
  75. 75. Project Jacquard
  76. 76. Google - Levi
  77. 77. Mode.ai – shopping bot
  78. 78. Nomophobia ?
  79. 79. mobile is having a huge impact on our lives
  80. 80. planet wide …
  81. 81. all ages …
  82. 82. Everywhere !!!
  83. 83. Intexticated
  84. 84. Time spent in toilet!
  85. 85. Keys…plastic….phone apps.
  86. 86. WeChat does everything!
  87. 87. WeChat does everything!
  88. 88. WeChat does everything!
  89. 89. WeChat does everything!
  90. 90. Mobile Payments …
  91. 91. Starbucks iphone cash app Launched Jan 2011 Launched Jan 2012
  92. 92. Amazon Pay www.themagazineshop.com
  93. 93. A new way to pay
  94. 94. With your face – just smile
  95. 95. Mobile payment systems used by Chinese visitors
  96. 96. Easyjet “speed to cart”
  97. 97. User Engagement
  98. 98. Reduce Cost of Participation versus Free, but not so easy This is easy
  99. 99. User Engagement – Made Easy Improve your website sign-in experience Increase Registrations
  100. 100. vanityfair.com If you make customers unhappy in the physical world, they might each tell 6 friends…
  101. 101. vanityfair.com If you make customers unhappy on the Internet, they can each tell 6,000 friends! - Jeff Bezos, Amazon
  102. 102. Google “Google’s mission is to organise the world’s information and make it universally accessible and useful.” Larry Page, Google co-founder and CEO, once described the “perfect search engine” as something that “understands exactly what you mean and gives you back exactly what you want.”
  103. 103. Google
  104. 104. December 2013 • December 2, 2013 SCHAFT, Inc, .Robotics, humanoid robots JPN • December 3, 2013 Industrial Perception Robotic arms, computer vision USA • December 4, 2013 Redwood Robotics Robotic arms USA • December 5, 2013 Meka Robotics Robots USA • December 6, 2013 Holomni Robotic wheels USA • December 7, 2013 Bot & Dolly Robotic cameras SA • December 8, 2013 AutofussAds and Design USA • December 10, 2013 Boston Dynamics Robotics, USA
  105. 105. Autonomous dogs !
  106. 106. Google and the World Brain
  107. 107. Search Engines
  108. 108. Chinese social networks … • www.renren.com • www.qzone.com • www.51.com • www.weibo.com
  109. 109. Google Knowledge Graph
  110. 110. What is the Knowledge Graph?
  111. 111. Google Maps/Streetview
  112. 112. Print me a Stradivarius!
  113. 113. MakerBot
  114. 114. Geomagic
  115. 115. 3dsystems
  116. 116. Print your own phone cases!
  117. 117. Guitars!
  118. 118. 3D cast for your broken arm …
  119. 119. Prosthetic devices…
  120. 120. Print yourself a gun and some ammo ! http://www.youtube.com/watch?feature=player_embedded&v=xY16r6EkUNY#!
  121. 121. ThingiVerse …
  122. 122. First 3D printed car!
  123. 123. What is this?
  124. 124. Understanding Users
  125. 125. User Experience
  126. 126. User Experience
  127. 127. Reading on the Web • Users are impatient and hurried – Have a goal they want to achieve – Typically reading for research rather than entertainment – Content must provide value quickly or users will move on • Users read 25% slower from computer screens than from paper – Reading from a screen is uncomfortable and tiring – Emitted rather than reflected light – So you should use less content than you would on paper • 79% of users scan rather than read word for word – Typically only read ~ 28% of words on the page – Pick out highlighted words, headings, bullets – Looking for information bearing content
  128. 128. Aoccdrnig to rseerach at Cmabrigde Uinvetrisy, the oredr of ltteers in a wrod deosn’t mttaer. The olny iprmoatnt tihng is taht the frist and lsat lteter be at the rghit pcale. The rset can be a toatl mses and you can sitll raed it wtihuot any porbmels. Tihs is bcusaea the hmuan mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe.
  129. 129. Upper Case WRITING TEXT IN UPPER CASE SLOWS THE READER DOWN. THIS MAY BE BECAUSE PEOPLE READ WHOLE WORDS AT A TIME AND ALL-CAPITAL TYPE BREAKS THE WORD PATTERNS THAT WE EXPECT TO SEE. ALTERNATIVELY WE MAY JUST LACK PRACTICE IN READING BLOCK CAPITALS TEXT.
  130. 130. How many “F”s in the sentence below? Finished files are the result of years of scientific study combined with the experience of many years.
  131. 131. How many “F”s in the sentence below? Finished files are the result of years of scientific study combined with the experience of many years.
  132. 132. Call to action! Customer Journeys
  133. 133. Three Simple Questions • Who are your customers? • Where do they hang out online? • How can we best engage with and energise them?
  134. 134. Customer Personas? The key to successful marketing is making marketing people love. And the first step to making marketing people love is understanding *what* your best customer loves. http://blog.hubspot.com Match.com your customers… •Retired couples have different requirements to young parents •Do young couples want to hang out in the same places as retired couples? •Brides to be don’t necessarily care about high tea offers. •High earning management executives want challenging team building activities citizenM is a hotel chain in Europe that offers affordable luxury for the mobile citizens of the world.
  135. 135. QR Codes “Get offline audiences online instantly”
  136. 136. QR Codes
  137. 137. QR Codes
  138. 138. Pet Shop Boys
  139. 139. Airline tickets in Japan
  140. 140. Haymarket Train Station Timetables QR Code Overkill !?!
  141. 141. Good looking QR Codes
  142. 142. QR code shopping
  143. 143. QR code shopping
  144. 144. QR Codes After Death !
  145. 145. Augmented Reality
  146. 146. WikitudeWikitude Augmented Reality connects reality with computer-generated data. Information is shown on the current camera display of the smartphone. The exact positioning of data in a live photo is possible thanks to the equipment of modern smartphones: using the data of GPS, the compass and the movement sensor, the exact geographical coordinates are calculated. In the case of the Wikitude World Browser, the data comes from cooperation partners like the online yellow pages qype, Wikipedia or the user community. Package includes: The Wikitude Java API; javadocs; documentation and a sample application,
  147. 147. VR finally maturing Facebook Oculus Rift - www.oculus.com/en-us Microsoft Hololens - www.microsoft.com/microsoft-hololens/en-us Samsung Gear - www.samsung.com/global/galaxy/wearables/gear-vr Sony - www.playstation.com/en-us/explore/playstation-vr Google Cardboard (Magic Leap!) - www.google.co.uk/get/cardboard Open Source VR – www.osvr.org The year of VR
  148. 148. Interactive voice activated shopping mirrors with AR
  149. 149. An entire AR Shopping Mall
  150. 150. www.youtube.com/watch?v=KnpzAz7qLgI
  151. 151. www.youtube.com/watch?v=ujhejY278yU
  152. 152. Some people like you…
  153. 153. Some people don’t…
  154. 154. Social Media Monitoring Tools
  155. 155. 33
  156. 156. http:// neverseconds.blogspot.co.uk
  157. 157. Live Chat • www.providesupport.com • www.livechatsoftware.com • www.liveperson.com • www.mioot.com • www.oggchat.com • www.clickandchat.com • www.whoson.com • www.live2support.com • www.livehelpnow.com • www.providechat.com • www.boldchat.com • www.click4assisstance.com • www.clickandchat.com • www.activalive.com • www.velaro.com • www.zopim.com
  158. 158. Instagram – coming soon .. Actually NOW.
  159. 159. WhiteHouse.Gov
  160. 160. Hudson
  161. 161. Christchurch Earthquake
  162. 162. A very brief history of money/payments Barter Early mediums of exchange: Livestock, grain, cowry shells, beads Precious metals: Bronze, silver, gold. Coins:
  163. 163. A very brief history of money/payments Paper Money: Credit Cards : Diners Club (1950) Online payment : Paypal
  164. 164. Crypto Currency
  165. 165. Crypto Currency • 1,500+ different crypto currencies. • Main ones are Bitcoin, Ripple, Ethereum, Litecoin, Dash.
  166. 166. Project Titan
  167. 167. 2018 – The year of the Messaging Bots …
  168. 168. Messaging Bots … Messaging bots are also called chatbots, virtual assistants, conversational agents, virtual agents etc..
  169. 169. Bot Stores
  170. 170. Transacting Online with a bot !
  171. 171. Bots are everywhere …
  172. 172. Myth – We are losing jobs to immigrants
  173. 173. Real Robots are taking over ..
  174. 174. www.linkedIn.com/in/stephenwhitelaw

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