Presenters: Jasdeep Singh, Best Buy Director of Engineering Jay Myers, Best Buy Technical Product Manager, Digital Innovation Labs Google, Alexa, and Siri are part of the modern home. Retail stores need to use these voice assistants to delight their customers. How do we best enable customers to use voice to browse, shop, and buy in their own voice? We will explore how to best to convince a customer that voice control for shopping is easier and more efficient then web and mobile. How we can stay connected with the customer after the purchase. And even how we can turn a casual purchaser into a brand loyalist.

1. HOLIDAY SHOPPING WITH
YOUR VOICE
SEATTLE INTERACTIVE CONFERENCE
Jasdeep Singh & Jay Myers

2. GROWING LANDSCAPE OF VOICE-
ENABLED DEVICES

3. 24 MILLION AMAZON ECHO &
GOOGLE HOME DEVICES WILL
BE SOLD IN 2017
(KPCB)

4. RETAIL OPPORTUNITIES

5. YOU CAN LEAD A HORSE TO WATER…
“Horses Drinking Water at Trail Springs in the Jackson Mountains HMA - April
2012” by BLM Nevada is licensed under CC BY 2.0

6. ENGAGING CUSTOMERS VIA
VOICE
PRODUCTS USER EXPERIENCE

7. PRODUCT PRICE

8. PRODUCT TYPES
Things that work well
• Deals
• Consumables/
frequently ordered
• Subscription-based
Not so much…
• High dollar items
• Products that require
additional information
from the customer
(scheduled delivery,
customization, etc.)
• High-touch products

9. LEAD USERS DOWN THE HAPPY PATH…
“happy” by Carmela Nava is licensed under CC BY
2.0
…BUT OPEN THE CONVERSATION OVER TIME

10. K.I.S.S
“Lisa Luken - I Need Simple Because” by Simple REV is licensed under CC BY 2.0
• Brevity and simplicity
win!
• Product titles, content
built for voice
• Transactions with less
steps

11. PROVIDE A SCREEN OR TRADITIONAL
CHANNEL OPTION

12. RETAINING THE CUSTOMER
• Personalization
• Proactive messaging
• Connecting to
customers
• Educating them on
what they can do with
their voice

13. WE’RE BUILDING FOUNDATIONAL
ELEMENTS HERE IN SEATTLE

14. THANK YOU!