Innovating e-commerce Is your customer base outgrowing your shop space, or do you have difficulty driving revenue online? Learn how Specsavers are transforming their customer processes in store increasing capacity, driving sales and enhancing the customer experience. See how they are reshaping their systems and their products to allow a easy transition between the online and the store experience through innovative customer engagement and in store and mobile technology.

1. Creating a Smart Retail Environment
David Guest
Specsavers CTO

2. Agenda
• The Specsavers Partnership
• Current retail optical landscape
• Specsavers’ situation and challenges
• Possible solutions
• Smart Store
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3. The Specsavers Partnership
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• More than 30 years in business
• World’s largest privately owned
optical and audiology group
• Over 2,300 store partners
worldwide
• Over 1,750 stores across 10
countries
• Market leader in eight countries
• Total turnover for the financial
year 2014/15 was £2.06 billion

4. The Specsavers Partnership
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5. Retail optical landscape
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Until now has been based in store
and on a physical eye test
Disruptive technology is emerging

6. Retail optical landscape
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Auto Refraction
Online sight tests

7. Retail Optical Landscape
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Until now has been based in store
and on a physical eye test
Disruptive technology is emerging
Customers are expecting more
technology and more online

8. Virtual dispensing toolbox measuring
Delivering precision eye care using technology
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9. Retail optical Landscape
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Until now has been based in store
and on a physical eye test
Disruptive technology is emerging
Customers are expecting more
technology and more online
National Health Service reforms of
secondary services

10. The Customer Is taking control
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The customer is now at
the heart of the process
The user was at the
heart of the process
The user was at the
heart of the network

11. Specsavers specific challenges
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Busy stores
Customers are also
patients
Optical heritage
Aging
infrastructure

12. So what are we doing?
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Data programme
iHarmony
Digital programme

13. iHarmony
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New store layout to
create more space
Replacement of fixed
stations with tablets
Mobile payments
More test rooms
Improving customer
interaction
Facilitating higher
volumes

14. Genesys – extending the store journey
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Globalisation :
Promoting simplification,
transfer of best practice &
standardise solutions

15. Data programme
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Single view of customer
Master product data
Delivering business intelligence
Supporting digital strategy
Giving business, partners and customers access to the right
data at the right time making informed decisions

16. Digital programme
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“Making every customer journey better”
Sally & her busy life John who likes tech & football

17. Digitising our customers
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Manage appointments and collections online
Frame recommendations
Order a second frame online
My Specsavers Account
Try on glasses app and hearing check app

18. It all adds up to ‘The smart store’
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