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Presentation from NRF 2019 Retail's Big Show
Ian Hutchinson, Head of Business Development B2B Mobile for Retail
John Soricelli, Director, Technology Analytics, The Home Depot
Uzma Rauf, Senior Director, Consumer, Shopper and Market Insights, Samsung
George Lawrie, Vice President & Principal Analyst, Forrester
Presentation from NRF 2019 Retail's Big Show
Francois Chaubard, CEO, Focal Systems, Inc.
Lindon Gao, Co-Founder and CEO, Caper
Steve Gu, Co-Founder and CEO, AiFi
Krishna Motukuri, Co-Founder and CEO, Zippin
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Presentation from NRF 2019 Retail's Big Show
Jude Reter, VP of Digital Experiences, Express
Ed Gleich, SVP of Marketing, Little Caesars
Alex Price, Global VP of Alliances, Channels and Strategy, JDA Software
Kent Savage, Founder and CEO, Apex Supply Chain Technologies
Presentation from NRF 2019 Retail's BIG Show and NRF Foundation Student Foundation
Sherry Egerton, Director of Customer Success - ACEO Retail - 1
Ian Holland, VP, R&D, Professional Services, ACCEO Retail - 1
Scott Pearson, CEO, Curator Retail Consultant
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Adam Levene, Founder, Hero
Gabrielle Chou, Founder and CEO, Allure Systems
Alex, Adelman, CEO & Co-Founder, Lolli
Oliver Tan, CEO, ViSenze
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Eleanor Morgan, Casper
Drew Green, INDOCHINO
Jennifer Braunschweiger, MM.LaFleur
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Presentation from NRF 2019 Retail's Big Show
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Pranav Tyagi, President and CEO, Tango
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2019 Global Shopper Expectation: How Calvin Klein & Showpo are winning in new...National Retail Federation
Presentation from NRF 2019 Retail's Big Show
Bernardine Wu, Founder & CEO, Fit for Commerce
Cynthia Hollen, President USA, eshopworld
Janelle Spatz, Director of Operations, Ecommerce
Jane Lu, CEO & Founder, Showpo
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European executives from the retail banking and telecoms sectors came together to share their experiences, reflect on the CX journey so far and discuss future challenges and opportunities.
How Enterprise SaaS Companies Justify Investment in Customer SuccessGainsight
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In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
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Presentation from NRF 2019 Retail's Big Show
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Eleanor Morgan, Casper
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Not Tooling Around: How The Home Depot Uses Machine Learning for Vendor Accou...National Retail Federation
Presentation from NRF 2019 Retail's Big Show
David Berry, Leader of Business Intelligence Global Custom Commerce, The Home Depot
Jeff Huckaby, Global Segment Director, Retail and Consumer Goods, Tableau
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Michael Feindt, Founder and Chief Scientific Officer, Blue Yonder
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Pranav Tyagi, President and CEO, Tango
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Presentation from NRF 2019 Retail's Big Show
David Bessis, Founder and CEO, Tinyclues
Shirley Chen, Founder and CEO, Narrativ
Richard Kestenbaum, Co-Founder and Partner, Triangle Capital
Karen Moon, Co-Founder and CEO, Trendalytics
2019 Global Shopper Expectation: How Calvin Klein & Showpo are winning in new...National Retail Federation
Presentation from NRF 2019 Retail's Big Show
Bernardine Wu, Founder & CEO, Fit for Commerce
Cynthia Hollen, President USA, eshopworld
Janelle Spatz, Director of Operations, Ecommerce
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Andy Wilkins at Transform was asked to deliver a keynote presentation at 2014 International Customer Experience Summit run by KP Morgan, to discuss the urgent need for a more ambitious and transformational approach to CX if maturing industries are to escape from the clutches of commoditisation and high customer churn.
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How Enterprise SaaS Companies Justify Investment in Customer SuccessGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
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Presentation from NRF 2023: Retail's Big Show
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Seana Strawn, IKEA US
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Kelly MacPherson, Union Square Hospitality Group
Morgan Wiley, Union Square Hospitality Group
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Aaron Dunford, Nordstrom
Andrew Lipsman, Insider Intelligence
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Adam Braun, Illinois Attorney General's Office
David Johnston, National Retail Federation
Millie Kresevich, EssilorLuxottica
Maria Michel-Manzo, Homeland Security Investigations
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Voice in retail: It speaks, it listens, it’s impacting our real world businessesNational Retail Federation
Presentation from NRF 2023: Retail's Big Show
Glenn Allison, Tractor Supply Company
Donald Buckley, Lullaboo Studios,
Treehouse Consulting, LLC
Vicki Cantrell, Vendors in Partnership LLC
Mirko Saul, Schwarz Digital GmbH & Co. KG
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Think again. A number of leading retailers know conversational artificial intelligence – voice assistance -- as a technology that is creating operational efficiencies (from warehouse to store), aiding employee retention, and lifting brand affinity. A technology that’s not only on the roadmap, but in implementation. (And in ways you may not expect.)
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Ira Kalish, Deloitte Touche Tohmatsu Ltd.
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A look ahead to 2023: Impasse or opportunity for a new path
9 Ways to Offer the Omnichannel Experience Your Customers Expect
1. 9 Ways to Offer the
Omnichannel Experience
Your Customers Expect
2.
3. 25+ years delivering Collaborative Supply Chain
and Unified Commerce solution services.
• In 50 countries
• Servicing thousands of customers
• Processing 50k transactions/minute
• SaaS and Edge/Hybrid options
4. Browns Shoes is a family-owned business
established in Montreal in 1940.
Today, Browns has 68 locations
throughout Canada and is synonymous
with top international designer collections
and exclusive street savvy fashion for
ladies, men and children.
5. • Leverage the insights and learnings
of a thriving retailer 79 years into
their customer-centric journey
• Assess your own position against
the top “must-do’s” to deliver the
experience your customers expect
Actionable Takeaways
from this session:
6. Study of the top challenges retailers
must address to succeed in today’s
and tomorrow’s markets.
• 70+ interviewees in Europe
• Expanded sampling taken in
N. America by Generix Group Directly
Background
7. • Silos are killers –
Every group in your company must work together to
deliver the experience your customers expect
• Transformation is not for the faint of heart –
The initiatives required to succeed are
ambitious and wide-sweeping
• Customer experience demands coherence –
There can be no separation of on-line
and in-store strategies or execution
Core Principles
8. 1. Phygital is more than a buzz word –
You must reimagine the store experience
2. Knowledge is power –
You must break data silos, federate information
and form 360° client understanding
3. Don’t let systems hold you back –
You must modernize your technology
landscape and adopt an ecosystem of
application services
Survey Says…
9. Survey Says…
4. K.I.S.S. and Collaborate –
You must simplify processes, drive transparency and
promote client engagement across your organization
5. Automate –
You must automate non-value add
tasks and leverage automation to facilitate
client interaction
6. Make it easy –
You must make the customer journey
easy, streamline and unify their
interactions with you
10. Survey Says…
7. A.I. and Machine Learning –
You must leverage AI and machine learning
to scale client engagements, gain insights
and optimize conversion paths
8. Trust is paramount –
You must ensure data protection.
9. Deliver on your promises –
In today’s world of near infinite choice,
brand integrity and trusted delivery is
critical
11. Conclusion
• Silos are killers
• Transformation is not for the faint of heart
• Customer experience demands coherence
• Strong management and solid talent
are a must
• Agile systems and processes are
critical
Description:
Are you really offering the omnichannel experience your customers want? In a recent global survey of retailers, 50% of respondents said it’s too hard to adapt their legacy systems and processes to omnichannel supply chain needs. In this session, Generix Group offers 9 ways to overcome the top challenges.
Browns Shoes has always known the customer experience is central to its success. One of the secrets to the success of the chain is the retail philosophy of the late Chairman Morton Brownstein C.M., who explained, “I want every customer to say, ‘I need to go to Browns,’ not ‘I need to buy a pair of shoes.’ If we accomplish this, then we have succeeded in equating shoes with Browns in a customer’s mind, so that for her or him, the only place to purchase shoes is Browns.”
In mid-2018 Generix Group sponsored a review of the top challenges retailers must address to succeed in today’s omni-channel environment or as Gartner and others have begun to aptly describe it , the world of unified commerce.
The review was conducted by an outside research and consulting firm, Markess, and was focused in Europe. The group compiled data from interviews with over 70 representatives from retailers of various size and specialty.
We in N. America then took the liberty of comparing the results within a spot sampling of retailers we knew to be more focused in N. America – not surprisingly the findings were by and large consistent.
Over these next 20 minutes or so we will share with you the must do’s the study surfaced and hear from Alex the real life approaches, experiences and thoughts Browns Shoes has on these.
Prior to highlighting and discussing the 9 specific actions necessary to thrive in our current and future times let’s highlight 3 overarching conclusions of the review:
Silos are killers – if you are not working cross-functionally you will fail
Transformation is not for the faint of heart – per the above everyone and every system is implicated in meeting the demands of today’s consumers and anticipating tomorrow
Customer experience demands coherence – just a short 3 years ago there were still debates taking place on the viability and applicability of on-line shopping within some of the surveyed companies, today the debate isn’t about on-line and in-store but about the convergence of the physical and digital
Alex, for many of us living this daily, these feel like “motherhood and apple pie” statements (to use an American expression). What are your thoughts? Do you feel everyone has grasped these fundamentals and their implications or are some/many out there still holding onto outdated modes of thought? Would you suggest any other overarching guidelines this audience should retain from your own experience?
- Speak to the 3 points but highlight the criticality of executive strength and talent
Thanks Alex, we’ve promised this audience they would walk out of this 30 minute session with 9 ways to deliver the customer experience required to compete today and tomorrow so let’s get to it
Phygital – From click collect to self scanning to your phone to virtual reality product testing, etc the convergence of the physical and digital is core to delivering the customer experience. It is here to stay as we can see with the leaders in Digital like Amazon developing and acquiring physical points of consumer interaction and in reverse Kroger teaming with Microsoft to pilot the grocery store of the future with digital shelving displays providing real time pricing updates, nutritional information, ads, etc. Alex tell us about Browns Shoes thoughts and actions in this area and what you believe your greatest obstacles will be
Knowledge – Alex I think we all agree that having that complete profile and understanding of a client is gold but we also know that our data collection systems didn’t develop with a view to delivering that 360 view – the reality is most of us have disparate data sources. It remains a struggle to gather and convert all this data into meaningful information due to access (which is more easily overcome these days) and due to the more daunting issue of data quality or integrity – please share with us what Browns is doing in this arena, how are you addressing the obstacles, is it paying off?
Systems – 50% of those surveyed stated that their IT systems were inhibitors to addressing the needs of changing markets…[shameless plug – if anyone in the audience feels the same as those 50% come by and visit us in booth 2942 we will have a lot to talk about!]…Alex, Browns Shoes is rightly proud of its work and results in the area of automation and IT solutions. Speak to us a little about the challenges you faced/are facing? How have you did or are adressing them? What benefits have your efforts brought?
On to #4
KISS and Collaborate – obviously a bit of a tongue in cheek label but it makes the point, across the surver pool 40-50% of respondents believe a key to success is ensuring simplicity - don’t overengineer processes, to be successful it cannot be difficult to for you to interact cross-functionally, to interact with your client and for them to interact with you. Further this same pool felt that with simplicity comes transparency which is a big contributor to developing trust as we’ll discuss later.
5. Automation – 100% of those interviewed believe automation is criticial to developing agility and being ready to rapidly adapt to on-going changes in market expectations. Alex, I know this is an area near and dear to your heart and something Browns’ is excels in daily, tell us a bit of what you have done, the results, lessons learned through the challenges you faced and where are going?
Make it Easy – Interestingly, when the concept of simplicity was applied to the customer journey specifically (ease of interaction with you regardless of channel) the number of interviewees higlighting this concept as critical jumped to a vast majority.
Alex, what is Browns Shoes view to these points – would you rate the need for internal simplicity below customer ease of interaction? What is Browns Shoes doing along these concepts?
AI – Alex, in my conversations there is both an enthusiasm and reticence toward AI, on the one hand we love the scale and insights it can or could deliver and on the other we hate those annoying chat bots that don’t understand what we are trying to say. And, we feel that bit of unease when a product we are thinking about looking into is suddenly recommended on our feed – or maybe that’s just me that thinks how cool from a tech perspective then “hmm it’s a bit creepy”…what is Browns Shoes approach to leveraging AI and machine learning, anything you can share about where and how you think they serve the greatest value to your clients?
Trust 1 – Protection of personal data whether under mandates such as GDPR or not is crucial to developing client trust, you must ensure data privacy and respect your clients desire to share less not more
Trust 2 - Just as important to developing trust as is protecting your clients data is ensuring the quality of what you put out and do – proper labeling, origin traceability, delivery promises, sustainability reporting, etc are all critical to developing trust in today’s consumers…
Alex, a lot of what we have discussed today centers around getting an even better understanding of our clients which could to some mean pushing for and pursuing more and more data collection, how is Browns approaching the challenge of changing feelings and regulations about data sharing with getting what you need?
To conclude today’s session, let’s go back to where we started. Any retailer wishing to retain and grow its business needs to be actively working across all the areas highlighted today. However to be successful in the overall objective, you must:
Eliminate those silos
Know and own the fact that this is a continuous journey that takes time, investment and effort --- it’s not an isolated event and not one and done
The customer experience is not a one by one – web, store, etc. It is singular across all channels.
And, as Alex noted without strong management, solid talent and investment in agile systems success will be evasive
Alex any concluding recommendations from Browns? [This is the point to discuss the challenge of managing priorities, maturity, making choices and managing expectations…]