March 2016

GADM #RETAIL

@LolaOye

Dear retailer, Do you really care about me?

2

If you care about me, you would pay attention to what’s important to me.

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Context - Location, time & environment

Responsiveness - Voice, text

& haptic feedback

Connected devices - Laptop, tablet,

TV, music, environmental control etc.

I am always online.

Feedback - Instant lookup,

History, Voice, Haptic feedback

Familiarity - Personal,

intuitive, comfortable

Connectivity - WiFi & 4G,

Bluetooth, Mesh networks etc.

Source: eMarketer Retail Sales Forecasts, September 2015

15.7%UK eCommerce Sales Forecast 2016

So that’s ~85% transacted outside eCommerce

5

The high street isn’t dead to me, it’s just not fit for purpose.

You are old skool, I am new

skool

7

Desktop, mobile and web don’t

mean much to me

Smart TV

Wearables

TabletsApps

8

You know me, my activity (quant), but you don’t do anything with it.

Big Data

Smart TV

Wearables

Analytics

TabletsApps

9

You want me to spend my money,

but you won’t you spend yours.

!Legacy Technology

Big Data

Smart TV

Wearables

Analytics

TabletsApps

Real-time web technology

10

If you care about me, you should be willing to change anything you need to, to keep me.

11

High Operational Costs - BAU + Transformation

Technical Debt & Monolithic Architecture

Absence of best practice

1

It’s never going to be cheaper

Divest & build micro-services now

Claim virgin territory

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2 3

If you cared about me, you would stay connected to me.

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Use WiFi & Beacons. Let me shop how I want

where I want!

Give your staff mobile

‘smart’ devices so they can

do their job better.

Let me login, use my

phone to browse the shop

e.g. Product locations.

Use what I have on me as

normal, no extra apps.

CHECK-IN

1 2 3 4 5

If you cared about me, you would work hard to stay relevant to me.

16

If you cared about me, you would show me you’re trying to do better.

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PHYSICAL STORE

RAPID EXPERIMENTS

Upgrade WiFi

Empowered staff

Beacons (Eddystone)

DIGITAL TEAM

Mixed disciplines

Everyone onsite at

store

Agile delivery

Map in-store

journeys

Incentivise customers

Learn & launch fast

…and I’ll stay with you.

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@LolaOye

lola.oyelayo@headlondon.com

THANK YOU