Digital Retail Experiences

1. © Mindtree limited 2013-14
Retail
Digital Customer Experience

2. 2
Index to glossary...
What’s not covered
We are not learning “How to code”
No a deep dive into a specific technology, business or user need
Not going too deep thinking retail
What’s probably covered
Understand facets of digital technology
Empowering different businesses in delivering better experiences and/or solving
problems
Think about some cool ideas around digital technology and its specific relevance

3. 3
Third Wave of Digital
Digital Living Service
Living Services are
the result of two
powerful forces:
the digitization
of everything and
‘liquid’ consumer
expectations

4. 4
Sensors
Technologies Enabling Rise of the Living Services
Jawbone UP, Nike Fuelband, Fitbit Flex, Basis, Pebble, MotoACTV, Garmin, Leikr, TomTom
Latest estimates from
Gartner suggest that there
will be 30 billion
connected devices by 2020
(up from 2.5
billion in 2009).

5. 5
Technologies Enabling Rise of the Living Services
Faster networks
Intelligent and aware with real-time analytics
Anytime, anywhere access with Cloud

6. 6
Entrepreneurship
is in their DNA. Result oriented. Surrounded by
DIY education and crowdsourcing. Feel
pressured to gain professional experience at a
very early age
Multi-tasking
across as many as 5 screens.
Shorter attention span.
8 sec is the avg. Ultimate consumer of snack
media, bite size communication. Liking for
Vine. Can process more information faster
Suffer from FOMO – fear of
missing out. So being culturally
connected is critical
Don’t track me. More concerned
about privacy issues, data security.
Drawn to ephemeral Snapchat, Secret
and Whisper

7. 7
Are self-directed in research. Use multiple channels of
interactions.
Customer Decision Journey
has changed – Its is no longer
linear
Consumers are experiencing
many more product choices
and channels of
communication
Methods of researching and
buying less linear and a bit
more complicated
Digital Living Service

8. Disruption in Different Businesses
8

9. 9
$1 Billion Bet by Disney
Digital Living Service

10. 10
Digital Disrupting Travel
Digital Living Service

11. 11
Digital Disrupting Travel
Digital Living Service

12. 12
Digital Disrupting in Payments
Digital Living Service

13. 13
Digital Disrupting in Payments
Digital Living Service

14. 14
Starwood Hotels Phone Keys

15. 15
Smart Homes
Multi-channel

16. 16
Connected Cars and Homes
Insurance in the box Driverless, shared cars Pay as you drive
Digital Living Service
SmartThings

17. Reimagining Retail
17

18. • The Omni-channel Dilemma
• Lack of customer intelligence
• Customers are more aware and are better
informed
• Evolving Customer Profiles
• Lower footfalls
• Customer Loyalty
• Channel Conflict
18
Current Challenges

19. 19
Location and context sensitive in-store assistance

20. 20
Tate Modern encouraging visitors to leave their mark

21. 21
Informative product experiences

22. 22
Storytelling Through Playful Interactions

23. 23
More immersive environmental experiences

24. 24
Informative product experiences

25. 25
Bringing Stores Near You

26. 26
Making transaction easy
Multi-channel

27. 27
Making Transaction Ubiquitous