creating a smart retail environment - david guest, specsavers
TRANSCRIPT
Creating a Smart Retail Environment
David Guest Specsavers CTO
Agenda
• The Specsavers Partnership• Current retail optical landscape• Specsavers’ situation and challenges• Possible solutions• Smart Store
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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
The Specsavers Partnership
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Retail optical landscape
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Until now has been based in store and on a physical eye test
Disruptive technology is emerging
Retail optical landscape
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Auto Refraction
Online sight tests
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
Virtual dispensing toolbox measuring
Delivering precision eye care using technology
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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
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
Specsavers specific challenges
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Busy storesCustomers are also patients
Optical heritage
Aging infrastructure
So what are we doing?
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Data programme
iHarmony
Digital programme
iHarmony
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New store layout to create more space
Replacement of fixed stations with tablets
Mobile payments
More test roomsImproving customer interaction
Facilitating higher volumes
Genesys – extending the store journey
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Globalisation : Promoting simplification,
transfer of best practice & standardise solutions
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
Digital programme
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“Making every customer journey better”
Sally & her busy life John who likes tech & football
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
It all adds up to ‘The smart store’
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