classic | mobile
Follow us on:
Follow us on Facebook  Share via Twitter  Share via LinkedIn
 

Search...
Hi-Tech Security Solutions Business Directory
Residential Estate Security Handbook 2017


Transforming customer experience in retail
March 2018, Retail (Industry), Integrated Solutions, IT infrastructure

From virtual reality dressing rooms and drone deliveries, to iPads in-store and targeted mobile advertising, the retail sector is arguably at the forefront of technological innovation. The industry’s focus on data-driven information with organisations merging the physical and the digital is creating a tailored experience for consumers.

Yet despite e-commerce being a firmly established method of shopping for consumers (58% of online adults in South Africa shopped online over the past 12 months, amounting to an estimated total spend of R37,1 bn), delivering a consistent service across the multiple channels they now operate in, has remained a challenge few have conquered. Digital start-ups are driving a new phase of e-commerce – e-Commerce 3.0 – where machine learning and cognitive computing are challenging the traditional players. Omnichannel experiences that customers demand from pre-sale and post-sale needs to be in sync and deliver ‘personalised moments’, which drives brand loyalty and increases basket spend.

However, creating these moments is not always an easy task. Challenges start to arise as consumers become empowered with numerous amounts of data and information at their fingertips. Whether they’re comparing prices, products or services across retailers, it’s levelling the playing field – the control no longer lies with the retailers. Instant gratification from a retail experience is now an expectation. Consumers want to influence and shape their entire purchasing journey, across every touchpoint they have.

But behind every great consumer experience is a hard-working retail process, of which technology is playing an increasingly effective role. With a digital workspace platform where users have simple, secure and seamless access to all business resources, retailers can focus on making their employees more mobile, boosting their productivity and creating new apps and services, that deliver the experience customers are looking for.

As online purchasing continues to rise in popularity, taking some of the pain of in-store purchasing away becomes even more important for retailers to transform traditional bricks and mortar stores to meet the demands of modern consumers. There are examples where technological innovations can not only benefit the consumer, but also streamline back end processes for employees.

m-Commerce – where retailers can buy and sell goods on wireless devices from anywhere in the store – is a good example of mobilising employees to process payments faster, as well as act as brand ambassadors to consult with individual customers on their purchasing decisions. A managed retail device can also support retailers in meeting the PCI-DSS compliance regulations when it comes to handling branded credit cards.

Tools now exist that allow retailers to access critical back-office content and resources from anywhere. Meanwhile, digital displays in store offer customers instant and accessible information about products or promotions on sale at that time. This can be very simple to customise for retailers, resulting in customers being kept informed in real-time and closer to their decision point of purchase. Managed content from a unified endpoint management stack is critical to achieving this. Expect the day to come when a retailers’ app on your phone will tell you what you last bought, what items would suit you and tell you where in the store you can find it when you get near to a mirror, till or digital display.

The first step towards creating the ultimate experience for consumers is for retailers to understand the need to rethink their approach to digital application delivery. It will empower their employees, which in turn drives a better journey for customers.

Whether it’s making small incremental changes or completely revisiting the operating model, a user-centric experience needs to sit at the heart of the offering. Retailers have to shift their focus towards consumer outcomes and realise the opportunities that new tech platforms such as the digital workspace, have to offer. These changes can ultimately transform the customer experience and put forward thinking retailers ahead of their competition.


  Share via Twitter   Share via LinkedIn      

Further reading:

  • Where safety, security and Industry 4.0 meet
    July 2018, Technews Publishing, This Week's Editor's Pick, Integrated Solutions, Industrial (Industry)
    Integrated security offers more than simply a means to keep unwanted people out of industrial settings, its benefits extend to supporting and enhancing daily operations.
  • Protecting the machines
    July 2018, Technews Publishing, This Week's Editor's Pick, Cyber Security, Integrated Solutions, Industrial (Industry)
    Security operations at industrial sites need to include cybersecurity and it needs to be treated with the same importance as the physical security of the site as well as health and safety standards.
  • Securex 2018 pulls the (right) crowds
    July 2018, Technews Publishing, Access Control & Identity Management, CCTV, Surveillance & Remote Monitoring, Cyber Security, Integrated Solutions
    With over 6000 visitors attending and exhibitors expressing their satisfaction with not only the number, but also the calibre of the visitors, this year’s Securex was a winner.
  • Advances in NVR and VMS capabilities
    July 2018, Technews Publishing, This Week's Editor's Pick, CCTV, Surveillance & Remote Monitoring, IT infrastructure, Products
    Hi-Tech Security Solutions looks at what the latest trends are in the NVR and VMS worlds, along with some of the latest products.
  • Securing your digital assets
    July 2018, Technews Publishing, This Week's Editor's Pick, Cyber Security, IT infrastructure
    Cyberattacks can’t be prevented, but companies and individuals have ways to keep the attackers out. However, the coming year will see more attacks and more losses because of poor cyber planning.
  • Beyond building security
    July 2018, Johnson Controls, This Week's Editor's Pick, Integrated Solutions, Security Services & Risk Management
    In Ireland’s smartest building, One Albert Quay, Cork, security and building management technology does more than police perimeters and keep the office at the right temperature.
  • The data explosion has just begun
    July 2018, Seagate Technology, IT infrastructure, Integrated Solutions, Products
    Data generated globally will grow to 163 zettabytes (ZB) in 2025; 163 ZB is like watching the entire Netflix catalogue 489 million times.
  • Critical doors under constant surveillance
    July 2018, Bosch Security and Safety Systems, Access Control & Identity Management, Retail (Industry)
    The Mall of Switzerland implemented a tailored, integrated access control solution for controlling access to restricted areas.
  • The good, the bad and the AI
    July 2018, Technews Publishing, This Week's Editor's Pick, Integrated Solutions, Security Services & Risk Management
    It’s estimated that AI will create a market worth over $35-billion by 2025 and the optimistic view is that humans and machines will work together to solve the world’s problems.
  • Guarding your time with WFM solutions
    June 2018, Technews Publishing, This Week's Editor's Pick, Access Control & Identity Management, Asset Management, EAS, RFID, Integrated Solutions, IT infrastructure
    Workforce management solutions ease some of the burden of out-of-sight-out-of-pocket costs for companies by instituting simple or complex checks to ensure that schedules are followed to the letter.
  • Simplicity, standards and predictability
    June 2018, Technews Publishing, This Week's Editor's Pick, Integrated Solutions
    In today’s world of technology, global communications and the IoT, we have almost endless options when it comes to building management.
  • Bringing different systems into a cohesive solution
    June 2018, Technews Publishing, Retail (Industry), Integrated Solutions
    Modern commercial environments no longer have the luxury of treating systems such as security and building management as isolated entities.

 
 
         
Contact:
Technews Publishing (Pty) Ltd
1st Floor, Stabilitas House
265 Kent Ave, Randburg, 2194
South Africa
Publications by Technews
Dataweek Electronics & Communications Technology
Electronic Buyers Guide (EBG)

Hi-Tech Security Solutions
Hi-Tech Security Business Directory (HSBD)

Motion Control in Southern Africa
Motion Control Buyers’ Guide (MCBG)

South African Instrumentation & Control
South African Instrumentation & Control Buyers’ Guide (IBG)
Other
Terms & conditions of use, including privacy policy
PAIA Manual
         
    Mobile | Classic

Copyright © Technews Publishing (Pty) Ltd. All rights reserved.