retail trends and opportunities leveraging new technologies fileincrease value of shopping based on...

Confidential Cisco Business Solutions

Retail Trends and Opportunities leveraging new technologies

Mar 19, 2014

Stefano Pambianchi

Director Business Solutions Cisco Italy

CONFIDENTIAL

2Cisco Business SolutionsConfidential

Agenda

� Introduction

� Customer Shopping behavior in the multichannel area (Survey-study Cisco)

� Retail Trends (NRF,...)

� Opportunities for retailers

3Confidential Cisco Business Solutions

IntroductionA new “digital Revolution”


Ma quanto vale l’Internet of Everything per le Aziende ?

14 400 Miliardi $

(+21% Profitti Aziende)

2 500 mld $

2 500 mld $

2 700mld $

3 700mld $

Risparmi uso risorse

Produttività Personale

Efficienza Ops e Supply Chain

Efficacia commerciale

3 000mld $

Innovazione e nuovi ricavi

Qual’è la nostra / vostra Strategia Digitale ?


Intelligenza nella Rete(Persone e Cose)

Big Datae loro analisi

(analytics)

Automazione Processi

PersonalizzazioneComunicazione

Interazione

• Identificazione

opportunità

• ...

• Supply chain

• Pagamenti

• ...

• Target Marketing

• Vendita

• ...Comportamenti Transazioni - Operazioni

La Rete è sempre più l’elemento strategico di CRESCITA…… e lo sarà ancora di più con l’ Internet delle Cose

L’utilizzo intelligente e pro-attivo dei dati, per automatizzare,

guidare i processi e COMUNICARE, sarà l’elemento di successo


PRODUTTIVITA’ Personale

Efficientamento Operations

Efficacia Commerciale

• Automazione processi produttivi• Controllo Filiera (Ops, qualità)• Domotica-risparmi energetico• Sicurezza (dati, fisica)

• Lavoro in mobilità• Comunicazione unificata (in particolare video di

qualità) per interazione a distanza (es. Negozi, sedi,...)

• Interazione-vendita multi canale• Smart offering

La CRESCITA delle aziende passa per investimenti sulle tecnologie di Rete che portano: 1) Produttività personale, 2) Efficienza Operativa, 3) maggior Efficacia Commerciale


Multichannel StudyShopping Behaviors


We conducted a survey on advanced digital market to understand multichannel clients shopping behavior


Cross channel behavior is constantly growing

Previous research


Sharing of information is a sensitive area for clients…


…but they are willing to share if there is a return and if not “too confidential” in terms of behavior


Shoppers want personalized experiences


Use of digital device in store is a MUST


Use of personal device and mobile App is the preferred channel for customers in store


Clients are interested in using digital devices in particular to access info (price,…)


More interactive solutions are interesting for 20-30% of clients


Key takeaways

� Customers wants personalized offering...

� ...but sharing of info is a sensite area, to be managed carefully

� Use of data to interact with customers is a major opportunity for Retailers

� Customers are quickly increasing the use of digital devices in the purchasing

process and in store...

� ...with particular interest in using their personal device to access info to guide their

purchasing process


Trends and NRF 2014 evidences


Technology is moving from Operations “enabler” to Strategic element for the Business performances

� Enable everywhere shopping (multichannel integration) and personalized / smart interaction to increase commercial effectiveness

� Attract more clients (#, frequency) to stores (personalized communication, in

store «customer experience technology», window video, target mktg messaging,

cross channel sales cycle,...)

� Increase value of shopping based on specific client segments (video for speed

up puchasing and cross selling, out of stock reduction, offering extension, sales

force support info-tools, location based services / target offering..)

� Reduce costs of operations and increase service level (mobile PoS,

advanced communication for training, domotics-energy savings,...)

� Advanced B.I. for optimized offering / merchandising

Technology value addition to Retail performances

ST

OR

EO

NL

INE


NRF 2014, New York store visits and Retailer worldwide implementations confirmed 5 major trends

� Wifi in PoS (in particular for employee) to enable mobile devices: scanner, tablets, mobile PoS is a MUST

Connectivity in store

(wifi)

Analytics and

business intelligence

Video

Mobile

Multichannel

� Digital signage major growth (still mostly “passive-one way”, but some advanced uses – target msg, multi device integration,…)

� Unified communication acceleration (video, doc sharing) for company productivity (training, communication,…)

� Fast growing penetration of mobile-tablet usage in PoS,…for employee,…

� …and MOBILE APP for customer info, services,…

� Store-Internet increasing integration in the shopping journey (product info, availability, order-pick up,…)

� Use of data for advanced business intelligence, pro-active mktg,…


Some Examples

Smart vending machineInteractive video, with augmented reality

Video for customer experience Online-store integrationInteractive video

Advanced B.I. for target customer offering

Virtual-physical integration


Employee Mobile in PoS(Product info, ops, Payment)

Location based services and advanced marketing

IP Domotics

Some Examples

Store analytics

Smart digital signage


Opportunities


Use of advanced communication solutions and data is the next frontier for Retailer


1) Connectivity everywhere (offices, store) - - Advanced wifi

• Everywhere access to services

• Location based services

• Analytics for target interaction

Customer services Sales Assistance Mobile POS, payment

Wifi, Location based services, Analytics

Analytics


Advanced comm

Training

Advanced online

Internet of ThingsDomotics

Caller

Recognition

Mgnt in Pos,

serve client

2) Advanced communication (U.C. – Video) inside the Retailer and with customers (for specific retailers, online,…)

� Riduzione spazi/uffici (da 1.5 a 3 a seconda delle

aziende e modelli organizzativi: da -700€/dip/anno)

� Riduzionecosti di comunicazione audio (30-90 €/anno per dipendente)

� Riduzione del 20-30% dei costi operativi di spostamento (viaggi)

� Aumento vendite con accesso ad info, supporto (+5-20%)

� Aumento di produttività (+5% medio)

� Riduzione dei tempi decisionali (>20%)

� Aumento del livello di servizio e della

“soddisfazione dei dipendenti) (>20%)


3) Video, Video, Video for SALES (not only for customer experience)

Advanced Product info (location,...) and shopping list (up-cross selling)

Network Signage, Wifi, Analitycs, Mobile app

Video – smart, network, integrated


4) IoE in the store and along the whole Retail Chain (efficiency, energy savings,..)

Tableau de

Board

• Raccolta di info eterogenee (Prod, Materie prime,

trasformazione,...) con dispositivi

e sensori danno vita ad un Data Base Aziendale con funzionalità di Intelligence

• Tableu de Bord: vista in

tempo reale degli eventi

• Decision Support System:

Business ed il Marketing.

• Customer Loyalty: la lettura

delle infocontenute nel QR-

code.

• Collaborazione con gli Organi di controllo

• Dematerializzazione e ottimizzazione dei processi

• Sicurezza Alimentare (corrispondenza delle

proprietà degli alimenti) e Prevenzione

Esempio S4F


Conclusions


� Tecnology is increasingly strategic for the Retail business, not as a pure enabler of

operations, but as an ACTIVE driver of performances

� It is fundamental to USE-LEVERAGE the digital network (one, flexible, scalable, secure,...) building applications that can feed “any device, everywhere, everytime”

� Major business opportunities are today’s related to

� Single «smart» store infrastructure for efficiency and sales increase

� WIFI for employee and customer interaction

� U.C. Communication for retail productivity

� Domotics for efficiency

� Video (Signage, communication) and interactivity

� Mobile services

Value is in CONNECTING “the dots”, and in using digital info, leveraging the POWER OF THE NETWORK SOLUTIONS

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