Roelant Prins (CCO of Adyen) explores UK shopper behaviour in omnichannel environments and the role of technology in retail innovation.

1. Lets bring the joy back to shopping
Retail Therapy

2. wherever people pay
Chief Commercial Officer, Adyen
Changes Faces
The New Shopper and What They Want
Roelant Prins

3. Surveyed
2,000 Consumers and
500 Retailers in the UK

4. The research
In-store innovation Online optimisation Unified commerce

5. In-store innovation
The high street is not dead. It’s not even resting
More likely to complete
a purchase in-store
than online
We enjoy browsing and
75% want to see, touch
and try on items
64%
63%
The bigger the
retailer, the more
faith in their in-store
experience vs online
Only 3% of
Britons say
they no longer
shop in-store

6. Queuing is the biggest
in-store turn-off of the
British public
Why have you left a store or decided not to
buy an item?
64%
19%
16%
Queues are too long
Payment card terminal out of order / cash-only option
Poorly functioning self-service checkout
57%
named queuing as their
biggest frustration with the
in-store experience
69%
shop online
to avoid queues
64%will abandon a purchase
if we think the queue
is too long

7. prefer to deal
with a person rather
than a machine
when paying
48%
really relish
chatting
to in-store
associates
10%
believe they know
more than store staff
62%
don’t like talking with
checkout staff
25%

8. love shopping quickly,
and would rather not
use cash in-store
80% 61%
would like store staff
with mobile-payment
terminals to avoid queues

9. Online optimisation
33% of small
businesses believe
the best shopping
experience is online
63% like shopping online
as their contact details
are saved so they can
pay quickly
69% shop online
as it lets them
compare prices
70% head online
for the convenience
of having goods
delivered

10. of shoppers have abandoned an
online transaction because the
delivery cost is too high
73% 68%
of Britons would jump ship
if they spotted a better
deal elsewhere

11. shop online, 60% in apps but 21% of
retailers still don't offer the ability
to purchase online or in-app
95% 4%Less than 4% of all
retailers are satisfied
with their apps

12. Tech it or leave it
16% of retailers feel
they are lagging behind
when it comes to
digital innovation
20% of retailers are
planning to add the
ability to pay in store and
deliver to home for any
items in the next year
18% of retailers are
investing in mobile
payment technology
Contactless is a key
priority technology
investment area
for retailers

13. Social
Up and coming
Do you plan to enable shoppers to purchase from
you via any of the channels below?
30%
Facebook (via FB ad)
47%of retailers lack the capability to
let their customers buy through
social media
40%have never shopped via an app
and 75% have never purchased
an item through social media
17%
Twitter (in-tweet purchased via a buy button)
15%
Instagram (via ad or link from other shoppers)

14. Unified commerce
37% have gone into a
store to look at a product
but then purchased the
product online from the
same retailer
42% would like the
ability to pay in-store for
out of stock items and
have them delivered
to their home
34% want the ability
to pay in-store and
deliver to home for
any items
32% want the
ability to buy online/
in-app, return
in store

15. Customer experience
In-store innovation Unified commerceOnline optimisation

16. wherever people pay
Thank you!
Roelant Prins
@roelantprins