Brendan Cuthbertson

1. Brendan Cuthbertson Head of Private Sector Sales Cisco January 2023 Digital Transformation in Retail What Lies Ahead?

2. © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential What is going on in Retail? Online growth – here to stay • Last mile delivery services, moving to autonomous and new partnerships • Stores becoming ecommerce fulfilment points • Reverse logistics • New automated DC’s • 24x7 assisted online selling Digitization & Innovation - Accelerating • Personalized seamless cross channel and in-store experiences • Capturing & leveraging Data from sensors • 65% of enterprises will require indoor location asset tracking by 2023 (Gartner) • Adoption of automation (IFTTT, Edge compute & analytics from sensors and feedback via signage/ESL) • Transparency from Edge to Cloud (Full Stack Observability) • AI marketing, using customer-facing chatbots and virtual assistants Physical stores – new roles • Number of Connected devices in stores growing exponentially, combined with Transition to Cloud leads to infrastructure dependency • Blended Retail - emergence of unexpected retail combinations • Rise of self checkout  increase of Fraud & Theft (65% of shoppers use self-checkout, vs 35% before 2020) • Monitoring & adapting to patterns, behavior in real time • Getting ready to compete (against Amazon Go) AI, robotics, IoT, and extended reality is enabling retailers to bring the convenience of online shopping to offline shops Sustainability • Reverse logistics, waste management, local sourcing • Customers want to see data on the environmental impact. • Transparency and metrics are crucial • offer customers the option to choose sustainability • >40% of consumers will pay more for products that support sustainability and align with fair trade practices • 60+% customers buying products that will last longer Data • Customer tracking will become trust based • Only 33% of consumers believe companies use personal data responsibly (Forbes) • Coalition – data sharing across Retailers generates better insights into customer preferences • The rise of IoT and edge devices has caught the attention of hackers • Data Management & Security (IoT, analytics, availability, compliance, ethics, etc.) • Data Sovereignty + National Critical Infrastructure

3. © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential What do shoppers want from Retailers? Convenience & instant gratification Selection & choice High-quality customer service Feel good by shopping ‘Green’ Source: Capgemini 2022 consumer behavior tracker for the Consumer Products and Retail industries Personal recommendations 57% of people say brands have one shot to impress them, or they won’t use it again. The solution? Smarter technology that pre-empts problems and threats

4. © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential From the traditional 4 P’s push model To the 4 new P’s enable ‘Retail Reflexes’ 1. Personalization enabled by contextual data What 2. Prediction AI, ML and new algorithms When 3. Precision multi-data sensor fusion Where 4. Process automation programmable Retail edge How to respond Digitization in Retail

8. © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential What are the leaders doing? Next best action models being applied in store are evolving to Next Best Conversation models Examples from the book: Sense & Respond 1. Create a ‘two-way-conversation’ 2. Focus on end results not products 3. Embrace change 4. Encourage collaboration 5. Stimulate learning Real-time contextually relevant interaction with customers (‘sense & respond’ API-platform)

9. © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential What are the leaders doing? Walmart patents a connected shopping cart that can measure your emotional state, heart rate, stress levels and even how fast you are moving through the store Amazon has filed a patent for "Voice-based determination of physical and emotional characteristics of users” Next best action models (starting to be) applied in store are evolving to Next Best Conversation models Examples from the book: Sense & Respond 1. Create a ‘two-way-conversation’ 2. Focus on end results not products 3. Embrace change 4. Encourage collaboration 5. Stimulate learning Real-time contextually relevant interaction with customers (‘sense & respond’ API-platform)

10. © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential • We see Cisco as your company’s nervous system that • Connects the Edge with the Cloud • Enabling Corporate Reflexes at the Edge o Sense (sensors, cameras, wifi devices) o Analyse (AI, ML & Analytics using Edge Compute) o Respond (Displays, Signs, Sounds, Mobile & Actuators) • Allowing, companies to Learn & Adapt ‘on the fly’ • With Enterprise grade end-to-end Security • You need the right Partners Bringing Retail to life

13. © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential promote a SKU target individual customers contextualize an offer customize an offer anticipate a need Customer centric Data-driven Retailing Digital Capabilities Supply Chain Retail Operations Customer Experience Store Online 3G Individualized pricing Personalized messaging Coupons Click & collect Crowd logistics Instant delivery Contextualized recommendations & offerings Seamless brand experience Mobile app Indoor Navigation CRM Video Wireless CMX Big Data Analytics Cloud Fog computing Pick-up points Smart Lockers Connected Staff Application Centric Unified access Behavioral data analytics Kiosks Signage Real-time data analytics Secure mobile payment Real-time inventory ‘e-butlers’ Mobile Payment Bitcoin Payment Multi-screen content Flexible order fulfilment Semantic search Single view of the customer Cross-touchpoint tracking WFM T&A Delivery scheme Dynamic trip optimization Anticipatory logistics Customized products Gamification Unattended AI merchandising Free-Wifi most leaders innovators Separate channels ‘omni-channel’ integration Network as The Platform Generic products Stamps Shopping list Discount Flyers Personalized shopping process Return to store Product availability In store on web page Book appointment for advice in store Personalized support Personalized fulfillment Connected services IP/CCTV 4G External APIs VR Shopping UX is no UI AB Store Testing Blockchain provenance Li-Fi IoT Store Sensors Bots Product-aaS ML Stock Replenishment NPS measured CX Frictionless Payment Buy in-store fulfill on-line In-store robots Smart Labelling AI Targeted Ads Smart Changing Rooms Robotic Delivery Clienteling Apps Customer emotion analytics Smart Shelves Smart Buildings Voice Order at Home 1hr delivery Store NFV CCTV/Video Analytics AR Wearable Compute IoT post-sale Enable Differentiate Define Conversational UI The availability of Digital Capabilities is dependent on the Network (as a platform)

14. © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 *Source: Dell’Oro, Omdia, Synergy Wireless LAN DC Switching (managed) SD-Branch Routing Campus Switching (managed) SP Core + Edge Routing Voice LAN Switching (managed) Cloud and Network Edge Security Telepresence #1 in market share It’s why we serve 98% of the Fortune 500.

16. © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Cisco Full Stack Observability ‘We used to be a paramedic, now we are a brain surgeon.’ - Executive Waitrose Actual customer case

17. © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential What does the Store of the Future look like? Mall of the Emirates and Cisco collaborate to create the ‘store of the future’

20. © 2020 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20 ChatGPT is a chatbot launched by OpenAI in November 2022 ChatGPT interacts with the user in a conversational way. The dialogue format makes it possible for ChatGPT to answer follow up questions, admit its mistakes, challenge incorrect premises, and reject inappropriate requests In closing How many of you have heard of or used Chat GPT?

23. Thank you

Brendan Cuthbertson

Vous êtes en train de lire un aperçu.

Consultez-les par la suite

Brendan Cuthbertson

Plus De Contenu Connexe

Similaire à Brendan Cuthbertson (20)

Plus par itnewsafrica (20)

Plus récents (20)