Connecting Devices & Data To Build The Store Of The Future
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This document summarizes a presentation about connecting devices and data to build the store of the future. It discusses how technology is central to consumers' lives, especially when shopping, with many using digital channels before and during store trips. While some see technology as a threat due to showrooming, it is actually an opportunity for retailers to create more enriching experiences. The presentation features a moderator and panelists discussing these topics. It promotes using mobile devices and technologies like mobile POS to improve the in-store customer experience and build loyalty.
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Connecting Devices & Data To Build The Store Of The Future
- 1. Connecting Devices & Data To Build The Store Of The Future #TheNewStore
- 2. #TheNewStore On24 Presentation Slide Deck • Website link • White Paper • Interactive Infographic • Webinar
- 3. #TheNewStore Follow The Webcast On Twitter #TheNewStore @RTouchPoints @UXCEclipse @maxmedia_atl
- 4. #TheNewStore About Retail TouchPoints Launched in 2007 Over 30,000 subscribers To provide executives with relevant, insightful content across a variety of digital medium
- 5. #TheNewStore Today’s Panelists MODERATOR Alicia Fiorletta Senior Editor Retail TouchPoints Randy Davidson Solution Architect for Retail Solutions UXC Eclipse Laura Davis-Taylor EVP of Customer Experience MaxMedia
- 6. #TheNewStore Technology Is At The Center Of Our Lives 79% of adults have their devices with them 22 hours a day 75% use their phones while in the bathroom Source 2: 11Mark, IT In The ToiletSource 1: IDC
- 7. #TheNewStore Especially When We’re Shopping 84% of consumers use digital channels before or during their store trip Source: Deloitte, The New Digital Divide
- 8. #TheNewStore Some Say Technology Is A Threat 76% of consumers frequently showroom Source: Interactions
- 9. #TheNewStore More than 50% of in-store sales are influenced by digital channels Source: Deloitte, The New Digital Divide But It’s Really An Opportunity
- 10. #TheNewStore To Create More Enriching Experiences 61% value or highly value asking a sales associate for product recommendations Source: Forrester, Customers’ Desires Vs. Retailers’ Capabilities
- 42. Randy Davidson Solution Architect, Retail Solutions UXC Eclipse
- 43. Today’s Customer • Drives the shopping journey • Has higher expectations • Chooses the channel that works best for them
- 44. Customer Use of Mobile Devices [1] Forrester Research: Customer Desires vs. Retailer Capabilities: Minding the Omni-channel Commerce Gap.
- 45. The In-store Experience [1] Forrester Research: Customer Desires vs. Retailer Capabilities: Minding the Omni-channel Commerce Gap.
- 46. Mobile POS-Fast, Efficient & Personal [1] UPS Pulse of the Online Shopper Study, June 11, 2014. [2] Forrester Research: Customer Desires vs. Retailer Capabilities: Minding the Omni-channel Commerce Gap.
- 47. Make it Personal [1] Personalization Infosys 2013, Study: rethinking retail, insights from consumers and retailers into an omni-channel shopping experience. [2] CMO Report: Getting a Business Lift from Loyalty: The Leaders In Loyalty.
- 48. Better Customer Experience Builds Loyalty & Revenues [1] RightNow Customer Impact Experience Report 2011 [2] Temkin Group, The Secret to B2B2C Customer Experience Success, Dec 2014.
- 49. Incorporating Social Media into the Store Is Social Media part of the in-store experience? It is for your Customers
- 50. Incorporating Social Media into the Store Who, What, Where, When, Why of Social Media
- 51. Want to know more? info@uxceclipse.com www.uxceclipse.com/retail
- 52. #TheNewStore Q&A // Panelists MODERATOR Alicia Fiorletta Senior Editor Retail TouchPoints Randy Davidson Solution Architect for Retail Solutions UXC Eclipse Laura Davis-Taylor EVP of Customer Experience MaxMedia
- 53. Thank You For Joining Us! View this presentation on-demand at: http://rtou.ch/uxcweb315
Editor's Notes
- Randy Notes: 67% of customers are through the buying process before they talk to you 86% are willing to pay more for a better customer experience Customers have done their research and in most case know more about a product they are wanting to purchase than the store associates. Original Verbiage: The future is here for Retail ERP with UXC Eclipse and Microsoft Dynamics AX for Retail. Leaders in the implementation of Specialty Retail, Fashion and Hospitality solutions for global retailers, UXC Eclipse shares their predictions for what today’s consumers expect from their retail experience and what Retail ERP implementations will demand in 2015
- Randy Notes: 67% of customers are through the buying process before they talk to you 86% are willing to pay more for a better customer experience Customers have done their research and in most case know more about a product they are wanting to purchase than the store associates. Original Verbiage: The future is here for Retail ERP with UXC Eclipse and Microsoft Dynamics AX for Retail. Leaders in the implementation of Specialty Retail, Fashion and Hospitality solutions for global retailers, UXC Eclipse shares their predictions for what today’s consumers expect from their retail experience and what Retail ERP implementations will demand in 2015
- Randy Notes: 91% of American adults have mobile phone 56% of American adults have a smartphone Pew Research – The internet and American Life Project April 2013
- Randy Notes: When in-store shoppers prefer to interact with a sales associate rather than use their own mobile technology, but they also expect sales associates to use mobile technology to be able to view stock availability and have product knowledge. By using mobile technology sales associates can engage customers through out the store while shopping and when the customer is identified, the sales associate can have immediate access to their shopping preferences, previous purchases, wish list items and associated information. Original Verbiage: Mobility is now core to Omni-channel retail, featuring as the single most important feature of in-store transactions in the coming years. Microsoft Dynamics AX from UXC Eclipse delivers integrated ERP functionality with mobile POS for today’s click ‘n mortar retailers.
- As a customer, It’s all about Me: As a customer I expect to be known and expect the interactions you have with me to be relevant Original Verbiage: Consumers want and expect a personalized experience. They expect retailers to know their preferences and interests and tailor their offerings to suit their individual requirements whether in-store or online. Microsoft Dynamics AX from UXC Eclipse delivers omni-channel ERP with integrated social media to ensure retailers can track customer preference and deliver personalization.
- The Customer Experience: It’s not just the individual transaction but all of the interactions through the entire shopping journey – research on the web, making the final purchase either online or in the store, was there a problem with the purchase and need to return/exchange the item or connect with the call center? Customers expect consistency in the journey – the same experience regardless of how they choose to interact. The experience needs to be the same whether digital or personal One challenge customer have is a different experience between digital channels or that mobile sites are slow and inefficient Original Verbiage: Retailers need to deliver consistent customer experience across all their retail channels, ensuring the same quality of shopping experience in-store or online. Microsoft Dynamics AX from UXC Eclipse delivers omni-channel ERP with integrated social media to ensure a seamless customer experience.
- Randy Notes:
- Randy Notes:
- Original Verbiage: For retailers the future is clear. Investing in the right ERP is fundamental to meeting today’s consumer demand and the omni-channel retail reality. The good news is that the functionality needed and what consumers are demanding is here today, delivered by Microsoft Dynamics AX for Retail and implemented by Retail Specialists at UXC Eclipse.