2 Welcome to the new high street BT is helping retailers thrive in a changing world and enabling growth through applied innovation across all channels. The past 25 years have seen incredible change, much of it technology-driven, changing the ways companies operate and consumers behave. BT is dedicated to giving you the means to create memorable and engaging experiences every time, in-store, online and via mobile. Our vision is that optimal connectivity is at the heart of a thriving economy, which ultimately leads to a better society and world. Because when everything is connected, anything is possible. No one can tell what the next 25 years will bring, but we do have some insights on what the next 25 months will bring for retail. Find out what the near future holds with our round up of the top 25 technologies set to light up the high street.
3 Secure High Speed Networks Secure High Speed Networks All that exciting in-store technology needs some powerful bandwidth. Within the next 25 months, serious retailers will invest in fibre to ensure digital delivers in real time. BT s 2.5bn investment in fibre has already reached 15m UK homes and aims to bring fibre to more than 90% of premises in the next three to four years.
4 In-store Mobility and Devices In-store Mobility and Devices Help customers compare and contrast products on the spot. Process a sale securely right there and then with mobile POS solutions, or if the item is out of stock, enable them to buy it online in-store. Free your staff to work more flexibly using mobile devices (including their own) to stock take, track and order new items and enjoy a more productive workforce. The combined power of wi-fi and in-store mobility means you can give great customer service, be more efficient and improve sales.
5 Customer Wi-Fi Customer Wi-Fi Free wi-fi in exchange for a coffee? No longer a nice-to-have, customers expect in-store wi-fi, opening the door for you to learn more about what they want from you. Take customers on both a virtual and in-store journey and increase loyalty with personalised promotions, geo-localised offers, click and collect, extended aisles, e-wallets and augmented reality.
6 Cloud Computing Cloud Computing Stretch and flex as your customers demand by putting your IT in the cloud. With all your data and processing held securely in one place you can scale up and down easily and only ever pay for what you use. Create, rollout, monitor and manage your own IT infrastructure through a self-service portal.
7 Thin Point of Sale Thin Point of Sale We all love shopping, but equally we hate to queue! We ll ditch the basket if the checkout looks swamped. Thin POS terminals allow for speedier, more secure transactions and easy updating of your systems. With your customer data and processing held in the cloud your tills will cost less to run and you will have better card payment security, shorter queues and happier customers.
8 Cloud Contact Centres Cloud Contact Centres Expertise and agents on tap. Scale up, scale down. Put customers through to the people who can help them first time, every time. Blend , web chat and voic with traditional voice technologies. Have someone else host the hardware and you only ever pay for what you use, when you use it. Less cost, less risk, more contact.
9 Supply Chain Solutions Supply Chain Solutions Phantom stock? Estimated allocation? Stockroom treasure hunts? Not anymore. Keep tabs on every item or delivery, from factory to doorbell. Our 99% stock accuracy means less markdown, fewer lost sales and happier customers. 19 out of the top 30 US retailers are currently trialling, piloting or implementing an item-level RFID solution.
10 Store Collaboration Store Collaboration Your staff can light up new opportunities if you can give them a voice. Use the power of social collaboration to enable your staff to work more effectively, share their knowledge and provide a more effective and motivated team to open up this potential.
11 Big Data Analytics Big Data Analytics Get to really know your customers. Gather data from online activity, in-store behaviour, social media and loyalty card spending patterns. Turn this information into valuable understanding using data visualisation tools and use it to think about new product lines, reveal customer sentiment and understand geographic-based effects.
12 Traffic, Video and Sentiment Analysis Traffic, Video and Sentiment Analysis See the big picture and go beyond emoticons. Track what shoppers do across channels and get a more accurate view of why they are doing it. Use sentiment analysis to dig deeper into people s thoughts by classifying the polarity of a social media post as positive, negative or neutral so you can understand what customers love or loathe about your brand.
13 Social Media Mining Tools Social Media Mining Tools Can you feel your ears burning? Your customers are talking about you so you should join in on those conversations. Harness the power of likes and shares on Facebook and Twitter, as well as forums and blogs with pre-set workflows and automated monitoring so your customer care teams can respond in an instant.
14 Mobile Commerce Mobile Commerce Your customers have you in the palm of their hands, but you need a mobile experience in order to keep their attention. 4G offers a revolution in the mobile experience with lightning quick downloads making stuttering apps and m-sites a thing of the past. Design a mobile site for the optimum customer experience and boost your bottom line with secure mobile payments, geo-location technology and personalisation to enhance the browsing and buying experience.
15 Social Commerce Social Commerce After a few false starts, social media retailing is about to take off. More and more retailers are getting the mix right and selling effectively through sites like Facebook. People trust their friends for recommendations and reviews much more than a corporate site. A trusting audience can become brand champions.
16 Clienteling Clienteling Give every single customer the VIP treatment. Clienteling tools and processes will help you to know exactly who they are, what they like and when they shop. Tie it into your loyalty and CRM programmes and put all this information at the fingertips of every sales person. They ll never have to ask, Can I help you? again.
17 Real-time Multichannel Retailing Real-time Multichannel Retailing Show and tell what you have to every customer in every channel in real-time. Get better stock accuracy and drive down capital costs. Take it to the shop floor by allowing your sales people to see what is available with hand-held devices such as tablets and with browser-based systems they can perform their tasks from any location, freeing them up to focus more on your customers.
18 Self-Scan Self-Scan Check yourself out! Customers with smart mobile devices can scan as they shop, pay securely with an online e-wallet or at a contactless in-store pay point. No queues, no waiting, no fuss.
19 E-Wallets E-Wallets Bank cards, store cards, credit cards, loyalty cards, bus pass, driving licence... oh, and some cash. The modern wallet has become more of a suitcase. Instead of lugging all this around, customers can access everything online in one place for simple, secure payments, rewards, gift cards and ID. And with NFC or POS scanners, e-wallets can be used just as easily in-store as online.
20 Provenance Tags Provenance Tags We all like to know more about what we are buying. Cut out the middle-man and allow customers to use their NFC smartphones to learn more about your products. Using improved RFID stock information you can tell them where the raw materials came from, which renewable resources were used, or the people that produced it. Combined with mobile self-checkout, customers can simply shop and go.
21 Biometric Payment Solutions Biometric Payment Solutions Touch and pay using finger vein technology. Biometric customer data offers a secure way of buying. It helps to create a cashless environment, reducing management costs and security issues. It also puts a whole new spin on the question: Do you want to leave a tip? all at the tip of your fingers.
22 Interactive Signage Interactive Signage The shopper s world revolves around them, they re used to tailored offers and recommendations online and they increasingly expect a more personalised, engaging in-store experience. Meet their wants with interactive kiosks, e-catalogues and in-store digital signage to enrich the customer experience. Provide real-time and on demand access to virtual experts, relevant content and offers that are just right for them.
23 Virtual Expert Advice In-store Virtual Expert Advice In-store Never go hunting for a sales person again. In-store virtual experts are able to respond directly to your customer s questions in real time. Using video teleconferencing technology you can ensure that the right product expert is always accessible and able to better shape a customer s decision towards the right product for them.
24 Virtual Fitting Rooms Virtual Fitting Rooms Try it on(line) at home. One of the biggest issues online fashion retailers face is coping with returns. With a virtual fitting room you can help your customers to see exactly what a particular size and style will look like on them, using real photos rather than computer-generated imagery. Boost conversions and slash returns rates - retailers using Fits.me have seen garment returns for reasons of fit, fall by up to 77%.
25 Micro-Location Services Micro-Location Services Really catch a customer s eye by reacting to where they are. Passing trade can be enticed into store by triggering events as a customer moves by. In store you can serve information to their phone as they near stands or browse aisles. It doesn t get much more personal shopper than that!
26 Holographic Greeters Holographic Greeters They don t get tired, never complain or have an off-day and deliver the right message every time. Holographic greeters take digital signage to a whole new level, providing an eye-catching, fun, interactive way to share sales messages, product details and layout information.
27 Augmented Reality Augmented Reality What you see is what you get. Using smart mobile devices and augmented reality apps, customers can see much, much more than what s in front of their eyes such as a toy or game unboxed and built up in front of them, a 360 view of an outfit, or suggested recipes for the ingredients on the shelves. So when your customer is wavering over their purchase, Augmented Reality can help close the sale.
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