Deliver Compelling Shopping and GREAT Customer Service with Interactive Technologies

Transcription

1 Deliver Compelling Shopping and GREAT Customer Service with Interactive Technologies Focus on the Finish. Driving Consumers to Purchase 2013 Cisco and/or its affiliates. All rights reserved. Cisco Public 1

2 Ron Kafka, Director Smart Solutions, Cisco Rachael McBrearty, Senior Director, Creative Design, Innovations Practice, IBSG, Cisco Syed Hoda, Director, Industry Solutions Group, Cisco

3 Why Focus on the Finish? Retail Industry Challenges Human + Digital Enticing Customers with Contextual Engagements Enhancing the Customer Experience Cisco Interactive Services Technology

4 Driving Consumers to Purchase Closing the Sale: Helping your customers say Yes!

5 Catch Keep Entice Catch consumers as they search for products, prices, and shopping ideas Keep shoppers connected to your brand as they hop from channel to channel Entice customers with experiences that trigger them to buy, and buy more New consumer behavior: Cross-channel shopping from internet ubiquity, personal technology adoption, and e-commerce

6 Decision thru Digital Sources -not your brand Buying Happens In Store 5 of 10 Reviews on site 5 of 10 Manufacturer Site 3 of 10 Expert Sources 9 of 10 transactions 9 out happening of 10 Customers in Transactions store Happening in Store Projected 85% by 2015 Projected 85% by 2015 Source IBSG and Forrester Research 1 of 10 customers Research Online Entice Shoppers

7 Shopping Experience to Build Brand Loyalty Digital Captured Knowledge Reviews Ratings Suggestions Offers Blogs + Human Scaling People Untether Employees to be anywhere Shelf-Edge Tablet Remote Reviews/Blog Twitter Video in store

8 Remote Expert Types of Expert Engagements: Specially-trained or certified experts (multi-lingual) Vendor or manufacturer sponsored experts (revenue opportunity) Customer service Employee to expert collaboration and training Retail Use Case Expense Reduction Revenue Increase Customer Satisfaction Large complex transactions at private consultative console In-aisle products and services expert New products / process training for employees

9 Building an Intelligent Foundation to Entice In-Aisle Front of Store Consultative Web & Social Media Content 2011 Cisco and/or its affiliates. All rights reserved. Sales Data Customer Information Common backend infrastructure Consistent user experience Multiple locations in your store

10 In-Aisle Front of Store Consultative Offer Endless Aisle

11 Enable & Control the Digital Experience In-Aisle Front of Store Consultative All-in-One: Online shop and payment Bar code scanner Social content: ratings, reviews, 3 rd parties Customize relevant to location in the store Collaborate with remote experts Integrate Loyalty Account Upsell and cross-sell products and services Advertising media

12 In-Aisle Front of Store Consultative Source: Cisco IBSG Innovations Team Expand Selections 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12

13 Highly Interactive Rich Media In-Aisle Front of Store Consultative Large real estate to distinguish your brand with engaging experience Static or rotating advertisements Sensors and devices: RFID, NFC, Scanners, or any HID-USB device Application or content rendering from existing public or private web sources Collaborate with Remote Experts

14 In-Aisle Front of Store Consultative Simplify Complex Processes

15 In-Aisle Front of Store Consultative Support Specialized Sales Source: Cisco IBSG, Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15

16 Fully Immersive & Collaborative Experience In-Aisle Front of Store Consultative Intimate and private setting One button to start a session Expert controls the session easily push or share content Digital space for collaborating and sharing applications Print / scan / signature capture capable Session recording Reporting and analytics

17 Example applications and layouts Endless Aisle Touch screen interaction View entire product catalog on line Offers and Promotions Special deals and targeted promotions, ad revenue Location or time-based information Wayfinding In-store way finding Product searches and shopping carts Live Expert Support realtime user interactions Sharing content

18 Always On Always Available

19 Social Media Dashboard

20 Interactive Services Remote Expert Media Player Management The integration of Communications, Collaboration and Interaction Cisco Digital Media Network based, cloud enabled Secure, open platform Broad ecosystem of partners

21 What are your thoughts on the mash up of digital + human? What are your in-store opportunities to help your customer s cross the finish line? How can you use Interactive Technologies in your stores? Other questions?

22 Cisco Remote Expert Smart Solution for Retail Cisco Interactive Services Solution Cisco Retail Industry Solutions

23 Thank you.