Santhosh Sagar Reddy, India Retail Practice, ThoughtWorks
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Digital and Physical are colliding to change the retail experience TECHNOLOGIES INFLUENCING CUSTOMER EXPERIENCE
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Transcript of Santhosh Sagar Reddy, India Retail Practice, ThoughtWorks
- 1. Digital and Physical are colliding to change the retail experience TECHNOLOGIES INFLUENCING CUSTOMER EXPERIENCE
- 2. Remember when retail of the future seemed an unobtainable dream?
- 3. BURBERRY WORLD LIVE
- 4. Live catwalk shows filmed and beamed instantly to store
- 5. Bringing the catwalk directly into stores and simultaneously on customers mobile devices
- 6. Large screens magically turn into mirrors
- 7. A digital app engages with customers by recognising pre-programmed information
- 8. Within beauty areas, multi- functional screens show moving content or changing imagery
- 9. Digitally-enhanced interactive windows welcome shoppers with style tips based on their current outfit
- 10. 3M+ Facebook fans are selected and invited to fashion shows and special events in store
- 11. Constant customer engagement via social channels
- 12. RFID continues to be a trend, used to track and release information
- 13. Your customised Trench ultimate personalisation
- 14. Brands Merging Digital with Physical CREYATE (Ambience Mall)
- 15. Brands Merging Digital with Physical
- 16. Brands Merging Digital with Physical
- 17. MOBILE PHONE PENETRATION
- 18. The connected consumer
- 19. The Internet of Things (IoT) is a scenario in which objects, animals or people are provided with unique identifiers and the ability to transfer data over a network without requiring human-to-human or human-to-computer interaction.
- 20. INTERNET OF THINGS, INTERNET OF EVERYTHING AND RETAIL Source: Research from Zebra Technologies 67% of retail decision makers have already implemented and IoT strategy 26% plan to roll one out by the end of this year
- 21. Value the customer as a person and make them feel special Source: Google Images
- 22. Access to personalized goods Source: Google Images
- 23. Treat as VIP Give access to real exclusivity and early release items Source: Google Images
- 24. Respect and value your customer Say Thank You and mean it Source: Google Images
- 25. THE CONSUMER JOURNEY AWARENESS EVALUATION PURCHASE USAGE REPURCHASE ADVOCACY DIRECT MAIL PR PRINT/TV SOCIAL E-MAIL E-BOOK WEBSITE WEBINAR BLOG SOCIAL SEO E-COMMERCE IN-STORE CATALOG APP SALES SMS E-MAIL COMMUNITY SOCIAL FAQ E-MAIL DIRECT MAIL WEBSITE SALES COUPON E-MAIL REVIEWS COMMUNITY SOCIAL EVENT Connecting the dots of his journey.You need to look at your customer & the touchpoints & look at retail holistically.
- 26. Why & Why Now DIGITAL TRANSFORMATION
- 27. why does it matter NOW? What makes digital transformation so important NOW? Social business connections alone are not enough. . Brands are out of touch with digital consumer behaviours. Digital transformation puts people at the Centre.
- 28. 1 VISION & LEADERSHIP THE 3 KEY ELEMENTS What makes digital transformation so important NOW? 2 THE DIGITAL CUSTOMER EXPERIENCE 3 TRANSFORMATION TEAM
- 29. KEy elements3 Key Elements for Digital Transformation Vision & Leadership Digital Customer Experience Digital Trans- formation Team
- 30. KEy elements3 Key Elements for Digital Transformation Where are you? Vision & Leadership Digital Customer Experience Digital Trans- formation Team
- 31. DIGITAL TRANSFORMATION KEY QUESTIONS Digital Customer Experience Vision & Leadership Digital Transformation Team WHO DRIVES YOUR CHANGE PROGRAM? WHERE DO YOU WANT TO TAKE THE BRAND? WHAT DOES YOUR DCX LOOK LIKE?
- 32. THANK YOU For questions or suggestions: Santhosh Sagar Reddy [email protected]