connecting devices & data to build the store of the future
TRANSCRIPT
Connecting Devices & Data To Build The Store Of The Future
#TheNewStore
#TheNewStore
On24
Presentation Slide Deck
• Website link
• White Paper
• Interactive Infographic
• Webinar
#TheNewStore
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@UXCEclipse@maxmedia_atl
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About Retail TouchPoints
Launched in 2007
Over 30,000 subscribers
To provide executives with
relevant, insightful content
across a variety of digital
medium
#TheNewStore
Today’s Panelists
MODERATOR
Alicia FiorlettaSenior Editor
Retail TouchPoints
Randy Davidson
Solution Architect for Retail Solutions
UXC Eclipse
Laura Davis-Taylor
EVP of Customer Experience
MaxMedia
#TheNewStore
Technology Is At The Center Of Our Lives
79% of adults have their
devices with them 22 hours a day
75% use
their phones while in the bathroom
Source 2: 11Mark, IT In The ToiletSource 1: IDC
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Especially When We’re Shopping
84% of
consumers use digital channels before or during their store trip
Source: Deloitte, The New Digital Divide
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Some Say Technology Is A Threat
76% of consumers
frequently showroomSource: Interactions
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More than
50% of
in-store sales are influenced
by digital channels
Source: Deloitte, The New Digital Divide
But It’s Really An Opportunity
#TheNewStore
To Create More Enriching Experiences
61% value or
highly value asking a sales associate for product recommendations
Source: Forrester, Customers’ Desires Vs. Retailers’ Capabilities
#TheNewStore
Need More Proof?
Randy DavidsonSolution Architect, Retail SolutionsUXC Eclipse
Today’s Customer
• Drives the shopping journey
• Has higher expectations
• Chooses the channel that works best for them
Customer Use of Mobile Devices
[1] Forrester Research: Customer Desires vs. Retailer Capabilities: Minding the Omni-channel Commerce Gap.
The In-store Experience
[1] Forrester Research: Customer Desires vs. Retailer Capabilities: Minding the Omni-channel Commerce Gap.
Mobile POS-Fast, Efficient & Personal
[1] UPS Pulse of the Online Shopper Study, June 11, 2014.[2] Forrester Research: Customer Desires vs. Retailer Capabilities: Minding the Omni-channel Commerce Gap.
Make it Personal
[1] Personalization Infosys 2013, Study: rethinking retail, insights from consumers and retailers into an omni-channel shopping experience.[2] CMO Report: Getting a Business Lift from Loyalty: The Leaders In Loyalty.
Better Customer Experience Builds Loyalty & Revenues
[1] RightNow Customer Impact Experience Report 2011[2] Temkin Group, The Secret to B2B2C Customer Experience Success, Dec 2014.
Incorporating Social Media into the Store
Is Social Media part of the in-store experience?
It is for your Customers
Incorporating Social Media into the Store
Who, What, Where, When, Why of Social Media
#TheNewStore
Q&A // Panelists
MODERATOR
Alicia FiorlettaSenior Editor
Retail TouchPoints
Randy Davidson
Solution Architect for Retail Solutions
UXC Eclipse
Laura Davis-Taylor
EVP of Customer Experience
MaxMedia
Thank You For Joining Us!
View this presentation on-demand at: http://rtou.ch/uxcweb315