The document discusses how tablet mobility is transforming retail by engaging customers and driving business growth. It summarizes that customers are more knowledgeable than ever before and expect unified commerce experiences. The rise of millennials and their preference for digital and mobile experiences will also impact retail strategies. Successful retailers will offer seamless omnichannel experiences and implement comprehensive mobile strategies to improve the customer experience and increase sales.
Scott Silverman, Principal, Scott Silverman Associates, Michael Haswell, Dir., Global Business Development, Retail & Shopping, Google, Inc., Amy Vener, Retail Vertical Strategy, Pinterest, John Xiao, Senior Director, Product Discovery and Evaluation, Nordstrom
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Jean-Baptiste Branquart, VP, Retail, CGI; David Cost, VP, eCommerce and Digital Marketing, Rainbow Apparel Co.; Scott Emmons, Director and Founder, Innovation Lab, Neiman Marcus; Gianni Rino, Global Industry Lead, Retail and Consumer Services, CGI
How business ecosystems have force-multiplied value for retailers and consumersNational Retail Federation
Presentation from NRF 2022: Retail’s Big Show
with Alberto Serrentino, Founder, Varese Retail; Tony Shan, Head of TmallGlobal, the Americas, Alibaba Group; and Stelleo Tolda, President of Commerce, Mercado Libre
NRF 2019: 5 Secrets to Omnichannel and Retail SuccessApplause
Top brands compete almost solely on the strength of their customer experience. For every brand, that experience means something different.
Discover how leading retail companies like eBay, John Lewis, and Walmart ensure the experiences they provide are flawless across every customer touchpoint, device, and location to grow sales and customer loyalty.
Scott Silverman, Principal, Scott Silverman Associates, Michael Haswell, Dir., Global Business Development, Retail & Shopping, Google, Inc., Amy Vener, Retail Vertical Strategy, Pinterest, John Xiao, Senior Director, Product Discovery and Evaluation, Nordstrom
The what and how of digital transformation: Three consumer expectations to me...National Retail Federation
Jean-Baptiste Branquart, VP, Retail, CGI; David Cost, VP, eCommerce and Digital Marketing, Rainbow Apparel Co.; Scott Emmons, Director and Founder, Innovation Lab, Neiman Marcus; Gianni Rino, Global Industry Lead, Retail and Consumer Services, CGI
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Presentation from NRF 2022: Retail’s Big Show
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Top brands compete almost solely on the strength of their customer experience. For every brand, that experience means something different.
Discover how leading retail companies like eBay, John Lewis, and Walmart ensure the experiences they provide are flawless across every customer touchpoint, device, and location to grow sales and customer loyalty.
Omnichannel is one of the most abused buzzwords in retail. But, in a world of digitally connected consumers, developing and implementing a solid omnichannel strategy is critical to the long-term success of a retail business.
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- Setting realistic goals and expectations for your organization
- Building out a step-by-step plan with manageable phases
- Deploying best practices while managing to a budget
- Leveraging core order management functionality to pull the strategy together
You’ll walk away with valuable insight and practical information that will guide your omnichannel goals and investments.
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Presentation from Retail’s BIG Show, January 15-17, 2017.
ANITA BALCHANDANI, Partner, OC&C Strategy Consultants
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Presentation from Retail’s BIG Show, January 15-17, 2017.
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Presentation from NRF 2019 Retail's Big Show
Greg Petro, CEO, First Insight
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In this presentation content, Don is taking the topic of omnichannel commerce and customer experience right to the core of their essence. What should businesses and management pay attention to in order to successfully transform their business digitally? And what is a good customer experience really about? Access the content now.
Visit "The Future of Customer Engagement and Commerce" by SAP Hybris to get more valuable content around commerce, marketing, and customer engagement here: http://www.the-future-of-commerce.com/
With guest Sucharita Mulpuru, Retail Industry Expert; Adrien Nussenbaum, CEO, Mirakl.
The retail graveyard is growing faster than expected. Store closure and layoff headlines are bleak. It’s no longer debatable - Retailers are getting Amazon’ed.
Every retail annual report showcases risk factors - and making the wrong investments, or not making the right investments fast enough is on everyone’s mind. Retailers are struggling to identify the right opportunities that will create growth & profit.
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Attendees will learn:
What technical fads to avoid that won’t deliver near-term results
How to connect the dots across your marketing, merchandising, and eCommerce teams to identify investments with cross-functional impact
How launching your own marketplace allows you to fight fire with fire
What's next after omnichannel? A customer centric approach to retail. Mark Th...StrongPoint
Retailers around the world have faced more change in the last 5 years than in the previous 25, mainly due to a shift in power from the retailer to the consumer. Most of this is as a result of consumer technology allowing shoppers to access information about products and to buy on line from a far wider choice of retailers. In itself, this technology has also undergone change, from desktop PCs to mobiles. So, is it all about managing channels to create an Omnichannel offering, or are retailers now facing a new reality where retail needs a re-design. In this session, we explore what some retailers are doing to create a single approach to the customer across all channels and platforms.
Presentation from NRF 2019 Retail's Big Show
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Ed Gleich, SVP of Marketing, Little Caesars
Alex Price, Global VP of Alliances, Channels and Strategy, JDA Software
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25 Digital Transformation Case Studies In RetailHappy Marketer
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Mike Anthonys presentation deck from the In-Cosmetics Conference in Bangkok, Thailand (October 31st 2013) "How shoppers use technology and the implications to cosmetics brand marketing"
The ROI of Empowering Associates Through In-Store MobilityG3 Communications
Today’s consumers have more choices and more control than ever before. They will not tolerate less-than-stellar customer service, because they can reach into their pockets and check product reviews, prices and even purchase nearly any product in real time from an online retailer.
So what can retailers do to up their game when it comes to customer experience? By equipping store associates with mobile devices used to build relationships, not simply process transactions, retailers can have a significant impact on transaction size, conversions and even overall traffic, leading to incremental increases in sales.
In this upcoming webinar, Scott Pearson from Retaligent and Danya Rielly from Raymark will discuss the ways retailers can use mobile technology to improve store operations, boost associate productivity and empower every store associate to provide outstanding levels of customer service. Topics will include: clienteling, mobile POS and a focus on the ROI and competitive advantage that specialty retailers can attain by employing mobile clienteling.
Omnichannel is one of the most abused buzzwords in retail. But, in a world of digitally connected consumers, developing and implementing a solid omnichannel strategy is critical to the long-term success of a retail business.
During this webinar featuring Sucharita Mulpuru-Kodali, one of Forrester’s most distinguished analysts, we’ll review the most fundamental considerations of an omnichannel strategy, including:
- Setting realistic goals and expectations for your organization
- Building out a step-by-step plan with manageable phases
- Deploying best practices while managing to a budget
- Leveraging core order management functionality to pull the strategy together
You’ll walk away with valuable insight and practical information that will guide your omnichannel goals and investments.
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Presentation from Retail’s BIG Show, January 15-17, 2017.
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Ann Joyce, Chief Customer Officer & EVP, Technology, Chico's FAS, Inc.
Mark Chrystal, Chief Analytics Officer, rue21
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In this presentation content, Don is taking the topic of omnichannel commerce and customer experience right to the core of their essence. What should businesses and management pay attention to in order to successfully transform their business digitally? And what is a good customer experience really about? Access the content now.
Visit "The Future of Customer Engagement and Commerce" by SAP Hybris to get more valuable content around commerce, marketing, and customer engagement here: http://www.the-future-of-commerce.com/
With guest Sucharita Mulpuru, Retail Industry Expert; Adrien Nussenbaum, CEO, Mirakl.
The retail graveyard is growing faster than expected. Store closure and layoff headlines are bleak. It’s no longer debatable - Retailers are getting Amazon’ed.
Every retail annual report showcases risk factors - and making the wrong investments, or not making the right investments fast enough is on everyone’s mind. Retailers are struggling to identify the right opportunities that will create growth & profit.
We’ve assembled an expert panel of leaders who will openly discuss Amazon’s dominance, and what retailers need to focus on to stay alive. Join Sucharita Mulpuru, retail industry expert, and Adrien Nussenbaum, Co-founder & CEO of Mirakl to learn what investments need to be made today to compete with Amazon.
Attendees will learn:
What technical fads to avoid that won’t deliver near-term results
How to connect the dots across your marketing, merchandising, and eCommerce teams to identify investments with cross-functional impact
How launching your own marketplace allows you to fight fire with fire
What's next after omnichannel? A customer centric approach to retail. Mark Th...StrongPoint
Retailers around the world have faced more change in the last 5 years than in the previous 25, mainly due to a shift in power from the retailer to the consumer. Most of this is as a result of consumer technology allowing shoppers to access information about products and to buy on line from a far wider choice of retailers. In itself, this technology has also undergone change, from desktop PCs to mobiles. So, is it all about managing channels to create an Omnichannel offering, or are retailers now facing a new reality where retail needs a re-design. In this session, we explore what some retailers are doing to create a single approach to the customer across all channels and platforms.
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
25 Digital Transformation Case Studies In RetailHappy Marketer
Digital is transforming the retail experience online & offline; here are 25 global case studies to highlight 10 trends that are creating techtonic shifts in a 24 Trillion Dollar industry!
Mike Anthonys presentation deck from the In-Cosmetics Conference in Bangkok, Thailand (October 31st 2013) "How shoppers use technology and the implications to cosmetics brand marketing"
The ROI of Empowering Associates Through In-Store MobilityG3 Communications
Today’s consumers have more choices and more control than ever before. They will not tolerate less-than-stellar customer service, because they can reach into their pockets and check product reviews, prices and even purchase nearly any product in real time from an online retailer.
So what can retailers do to up their game when it comes to customer experience? By equipping store associates with mobile devices used to build relationships, not simply process transactions, retailers can have a significant impact on transaction size, conversions and even overall traffic, leading to incremental increases in sales.
In this upcoming webinar, Scott Pearson from Retaligent and Danya Rielly from Raymark will discuss the ways retailers can use mobile technology to improve store operations, boost associate productivity and empower every store associate to provide outstanding levels of customer service. Topics will include: clienteling, mobile POS and a focus on the ROI and competitive advantage that specialty retailers can attain by employing mobile clienteling.
The connected shopper. Fallacy fad or reality?Simon Etchells
Does the connected shopper really exist? Is ominchannel a trend or the future?
As the line between physical and digital begins to blur, what is the role, relevance and importance of the various channels in “omni channel”? With examples, case studies and insights I explore what the connected shopper paradigm means for now and the future.
VeriFone eBook: Mobile Commerce - Challenge or Opportunity?Verifone
The Unstoppable Mobile Revolution - With more than 1 Billion smartphones worldwide, retailers are taking notice of the benefits and opportunities provide by mobile payments. This eBook by VeriFone explores the opportunities of mobile for both retailers and consumers alike.
Informes PwC - Encuesta Total Retail GlobalPwC España
El informe "Hacia un modelo de Total Retail", elaborado por PwC, analiza las expectativas y hábitos de consumo del comprador online, a partir de 15.000 entrevistas a compradores digitales de todo el mundo, y las implicaciones para las compañías del sector de distribución y consumo en los próximos años.
Informe de PwC sobre las expectativas y hábitos de consumo del comprador onlineMaría Bretón Gallego
El informe Hacia un modelo de ‘Total Retail’, elaborado por PwC, analiza las expectativas y hábitos de consumo del comprador online, a partir de 15.000 entrevistas a compradores digitales de todo el mundo, y las implicaciones para las compañías del sector de distribución y consumo en los próximos años.
Internet y las nuevas tecnologías han multiplicado la influencia del consumidor, pero, ¿qué les están pidiendo a las marcas? Las nuevas expectativas y hábitos del consumidor digital tendrán importantes implicaciones para las compañías del sector en los próximos años
Enhancing the Retail Omnichannel Customer ExperienceSPS Commerce
Our recent webinar slides, featuring Todd Kozan, ebusiness and channel strategy consultant with Forrester, and Pete Zaballos, vice president of marketing at SPS Commerce, on Enhancing the Retail Omnichannel Customer Experience, reported on findings from Forrester’s study of consumers and retailers about omnichannel.
VWO’s eCommerce Consumer Survey Report for 2017 dives deep into the challenges associated with eCommerce. The report also covers how enterprises can address these challenges, and understand what makes a customer tick and stick with an eCommerce venture.
Here’s a brief of what the report entails:
- Challenges faced by eCommerce enterprises at various stages of a customer lifecycle
- Business expansion challenges
- Low conversion rate
- Importance of mobile optimization
- Omnichannel approach in the eCommerce industry
Order and inventory fulfilment
Digitization of Telecom and Smartphone Business: Post-COVID-19 Effects on the...ELEKS
"Digitization of Telecom and Smartphone Business: Post-COVID-19 Effects on the Industry" by Haroon S Khan, Founder & Chairman, SANSO.
The topic covers:
— The need for Digitalization of Telecom/Smartphone Business;
— Pros & Cons;
— Trend Changing;
— Post COVID-19 Effects forecast for the businesses in Telecom;
— Human & Digital world interaction especially in these days
these would be base points mainly;
— Digital currency and its need in this era of digitalization.
Explore the cutting-edge eCommerce trends that will define 2024 and revolutionize the way you do online business. Don't miss out on the insights that will keep you ahead of the curve. Download now and stay at the forefront of eCommerce innovation! 🌐💡
Dive into the future of digital commerce with our latest eBook: https://bit.ly/3Ha5bbv
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3. Total Retail by 2025 China will have the largest retail
spending in 2020
Of global retail will happen online
Of Internet users on social media by
2025
Store sizes will reduce size by 2020Total Online retail by 2025
4. of sales influenced by digital shopping
(research, peer review or online transaction)
of smart phone users globally who check their
phones more than 150 times each day
of retailers who’s in-store experience
needs most improving
of sales that still include
an in-store element
5. Customers Are More Knowledgeable Than Ever Before
Millennials Will Become The Majority
Customer Experience Is King
Unified Commerce Is Necessary For Survival
Having a Comprehensive Mobile Strategy Is A Must
Key Retail Trends Driving Retail Strategy
5
6. The Empowered Consumer…
• Tech-Savvy: Moves seamlessly & interchangeably between devices
• Well-informed: Shopping as a mission
• Relies on online referrals, reviews, price comparison and recommendations
• Requires loyalty to be rewarded – otherwise it’s short-lived
• Grasps new concepts quickly – gets bored easily
• Seeks stimulation and enjoys change
• Highly conscious of time and value
The balance of power has shifted to consumers –
they are setting the agenda for retailers to follow.
7. The Millennial Takeover
“Thanks to globalization,
social media, the exporting
of Western culture and the
speed of change, Millennials
worldwide are more similar
to one another than to
older generations within
their nations.”
Time Magazine
Millennials have more spending
power than any other age group
By 2030, Millennials will outnumber
Boomers by 22 Million
of Millennials are Online
8.
9. Top Differentiators for Business Success
Customer now rate the overall Experience as the second biggest differentiator
driving buying decisions.
7%
8%
17%
22%
37%
47%
52%
Social Responsibility
Selection
Availability
Price
Brand Reputation
Customer Experience
Quality
Source: Harvard Business Review Analytic Services
10. Shoppers That Engage With Retailers On Multiple Channels
Make Purchases More Often
Source: Fluent
Survey: How often do you make purchases from your favorites retailer’s website?
21%
28%
52%
25%
32%
43%
49%
36%
14%
Once a Week or More At Least Once a Month, Less Than
Once a Week
Less Than Once a Month
One - Four Five - Nine Over 10
11. Historical Retail
(100’s of years)
eCommerce
(Last 20 years)
Channel Convergence
(Last 5 years)
Future of
Retail
Digital Capabilities Rapidly Transforming Commerce Needs
12. Consumers are seeing less of a difference between shopping in a store and going online,
creating a need for retailers to create unique in-store experiences.
Online Retail Converges with Brick & Mortar Strategies
14. Customer Experience Improvements
Increase Sales and Conversions
Enhance Associate Effectiveness
Easily Accept Mobile Payment Options
WHY MOBILITY MATTERS
Retailers are using mobile devices to provide a differentiated customer experience while solving tough
retail pain points such as EMV transition, line busting and building customer loyalty.
15. 12%
13%
16%
18%
19%
24%
30%
34%
44%
Improvement in Employee Working Conditions
Change in the Business Model
Better Stock Management
Increase in Traffic
Increase in the Average Shopping Cart
More Effective Marketing Strategy
More Effective Promotions
Strengthened Customer Loyalty
Improved Brand Image
Benefits of Installing Digital Devices In-Store
Survey conducted of top Retailers in France
16. How are retail sales associates using mobile devices at POS?
Tracking & Managing Orders Checking Out Customers Reviewing Customer Profiles
Making Personalized RecommendationsTracking Inventory Across Channels
29%
17. The mobility aspect of the mPOS
device helps merchants provide a
more personalized experience to
customers.
Omnichannel retailing will facilitate
everything from checking stock to
locating products and completing
online purchases, all while in-store.
Using technology to create
efficiencies by integrating your
inventory, labor scheduling and
employee management software.
Store Operations
POPULAR MOBILE DEVICE USE CASES
Digital Signage / KioskPOS/mPOS (Mobile POS)
18. FORECAST: US Mobile Point-of-Sale Installed Base
Millions of units, 2014-2021
Recent Software and Hardware
enhancements have simplified
mPOS implementation
requirements
3.2
4.1
7.1
8.5
12
16.4
21.6
27.7
0
5
10
15
20
25
30
2014 2015 2016 2017 2018 2019 2020 2021
Source: US Census Bureau, 451 Research, Wells Fargo Works, BI Intelligence estimates
The US EMV migration in
October 2015 led to
accelerated adoption
through 2016.