The document discusses the importance of creating connected associates to enhance consumer experiences in retail due to the increasing expectations of hyper-connected consumers. Key insights from a panel indicate that knowledgeable associates can significantly impact sales and customer loyalty, with statistics showing that a single negative experience can lead to lost shoppers. The panel emphasizes the potential for retailers to boost sales growth by equipping associates with mobile tools for personalized interactions.

1. Creating the
Connected Associate

3. • Have a plan to meet the Connected Consumer
• Have a plan to create Connected Associates
• Contact Ian - i.hutchinson@SEA.Samsung.com
Actionable Takeaways from this session:

4. Ian Hutchinson (Moderator) Samsung
Head of Business Development B2B Mobile for Retail
Panel
John Soricelli – The Home Depot
Director – Technology and Analytics
Uzma Rauf – Samsung
Snr. Director – Consumer, Shopper and Market Insights
George Lawrie – Forrester
Vice President & Principal Analyst

5. The retail industry is in line for a
massive disruption. No longer
will hyper connected consumers want
to enter unconnected stores. The
connected associate is the answer in
bridging the gap and to delivering a
meaningful interaction that increases
loyalty and ROI, and decreases
returns and employee turnover.
Panel Discussion

6. 17% of Shoppers leave
after one bad
experience
59% of Shoppers will
leave after several bad
experience
*PwC

7. 63% of Shoppers will
share more
information for a
better experience
59% of Shoppers
consider real time
personalized offers
“for me” important
*PwC

8. Knowledgeable
Associates impact buying
49% of customers
“extremely likely” &,
39% “somewhat
likely” to buy from an
informed Associate
*PwC/TimeTrade

9. 77% sales growth for
Retailers providing
Associates with mobile
tools
25% increase in ARPB
when Consumer and
Associate share a
screen
*IHL/BRP