PSFK Future Of Retail 2017

Retail

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  • @PSFK | #FutureofRetail Transformation Strategies For Customer-First Commerce SUMMARY PRESENTATION THE FUTURE OF RETAIL 2017 REPORT
  • • 3 pillars for customer-first business transformation • 10 trends defining the new retail landscape • Exclusive interviews, insights and statistical support from leading retail experts at Walmart, Marriott and Cisco • 60+ examples of retail innovation from major brands and retailers • Recommended strategies for employee empowerment, retail technology and responsive operations • Transformative retail scenarios to kickstart innovative thinking The PSFK Future of Retail Report presents key strategies that retailers and brands must take to create a customer-first organization that can exceed the expectations of a new generation of shoppers. The 7th edition of PSFK’s annual report provides an in-depth trends-analysis of the retail landscape and delivers actionable strategies for an empowered frontline, performance technology and responsive operations. Download the Full Report at: psfk.com/future-of-retail Access all Reports and Debriefs as a PSFK Member: psfk.com/membership GET THE FULL REPORT @PSFK #FutureofRetail Future Of Retail 2017 Report2 http://psfk.com/future-of-retail http://psfk.com/membership
  • Piers Fawkes Founder, PSFK While every organization likes to think they strive to embrace a customer-first philosophy, a plethora of legacy systems and organizational behaviors build up over time that reconfigure the corporation and prohibit the dynamic behavior that emerging brands and retailers display today. This survey offers a framework that affects the whole organization - because success needs to be everyone's job. The Future of Retail 2017 report is our most strategic to date because we believe that a fresh approach is critical for, at the very least, survival today. If retailers and brands are to build off of their legacy, adapt to the market changes and thrive, they need to see their shopper strategy as their business strategy and their customers as their shareholders. It's not that we need to throw away the stores, the sites and the widgets that we have amassed and start afresh. However, we do need to take a step back and work out how these tools and assets can be leveraged as we transform our businesses to deliver a customer-first strategy that differentiates us from the market and adds extreme value in the eyes of our customers. About The Report Download the Full Report at: psfk.com/future-of-retail Future Of Retail 2017 Report3 http://psfk.com/future-of-retail
  • Future Of Retail 2017 Report Structure: Foundations For The Customer-First Business 4 Future Of Retail 2017 Report RESPONSIVE OPERATIONS PERFORMANCE TECHNOLOGY EMPOWERED FRONTLINE 4
  • 01 Immersive Training Instating experience-first education programs that prepare associates for on- the-job problem solving. EMPOWERED FRONTLINE PERFORMANCE 
 TECHNOLOGY RESPONSIVE
 OPERATIONS 02 Networked- Knowledge Exchange Investing in fluid communication platforms that allow employees to share knowledge and streamline interactions as they serve consumers. 03 Associate Advocates Equipping staff with the resources and opportunities to act as independent frontlines of customer support. 04 Assisted Selling Providing employees with access to on-demand information that reduces friction in the purchase process. 05 Customer 
 Relationship Dashboards Organizing consumers’ preferences, purchase history and behavioral data to ensure consistent service across channels. 06 Frontline Automation Automating simple or time- consuming tasks, freeing up associates to offer a higher level of customer service. 07 Data-Refined Experience Refining retail, production and merchandising processes based on collected shopper data. 08 Optimized Deployment Adapting staffing and workflows to fluctuating customer traffic, without impacting background functions or responsibilities. 09 Dynamic Supply Chain Creating a flexible supply chain to optimize individual orders and keep up with the demands of the marketplace. 10 Last-Mile Fulfillment Leveraging real-time logistics and third party services to deliver products as quickly and conveniently as possible. Building A Customer-First Business Future Of Retail 2017 Report5
  • Information Silos Knowledge Networks Out Of Stock Always Available Customer Service VIP Customer Sales Associates Product Experts Major Shifts Defining Customer-First Business Retail Transactions Brand Relationships Intuition-Led Data-Driven Bottom Line Consumer-First Future Of Retail 2017 Report6
  • Solve For The Customer Drive Towards Transparency Offer 360-Degree Support Iterate Towards Improvement Complement The Human Touch With Tech Invest In Time And Attention Driving Customer-Focused Transformation Future Of Retail 2017 Report7
  • TRANSFORMATIVE RETAIL SCENARIOS Inspired by the 10 strategies of transforming a business into a customer-first organization, PSFK partnered up with agencies around the world to bring the future of retail into reality. – Automated Shopper Aide – AI Enabled Intuitive Customer Support – Associate AI Assistant – Gas Station Ordering And Delivery Service Future Of Retail 2017 Report8
  • LABS @PSFK #FutureofRetail LABS CartMate Challenge: Big-box retailers can seem overwhelming and generic to customers. Aisles of products are designed for a broad audience, but not for an individual shoppers. Retailers are struggling to provide a true personal shopping experience to every customer. Solution: CartMate is a self-driving shopping cart controlled by an AI-enabled virtual assistant which accompanies a customer during their shopping trip. Based on the customer’s shopping list, the cart suggests best routes around the store, can access purchase history, helps to discover new products and points out savings and deals. Concept created by: dieste.com Future Of Retail 2017 Report9 http://dieste.com/
  • When a customer arrives at the store, CartMate automatically connects to the shopper’s device to gain access to the customers shopping list and uploads it to the system. Based on the customer’s shopping list, CartMate optimizes a route through the store for the shopper to follow. Based on customer’s past purchases, shopping list and social media activity, CartMate finds and suggests deals and coupons that are suitable for the shopper. 01 02 03 04 Once the shopping trip is complete, items are tallied and payment is processed. There is no need to go through the cashier line. The customer can leave the store without pulling out their wallet. Future Of Retail 2017 Report10
  • LABS @PSFK #FutureofRetailHear + Now Challenge: Regardless of vertical, brick-and-mortar retail needs to improve its key point of differentiation – personalized customer service. Solution: Hear + Now is an AI-enabled, in-ear platform for retailers looking to enhance their customer service. The Hear + Now system helps direct Customer Service Representatives to where they are needed most and supplies them with on-demand access to inventory, product information and supplemental opportunities to cross-sell via e-commerce. Concept created by: carrot.is Future Of Retail 2017 Report11 https://carrot.is/
  • A customer enters Roger’s Department Store and wanders over towards the Furniture section. H+N’s eye-tracking sensors in-store identify the customer as idle or indecisive. Tech: Motion sensors indicate that she has been standing near a product for a prolonged period of time. 01 02 03 An associate gets a quick notification in the H+N’s earpiece; associate checks H+N app on the tablet. Tech: Earpiece is connected to tablet via Bluetooth. Notifications fire simultaneously through audio and visuals. Associate taps the H+N’s earpiece once to accept the task. The H+N app on the tablet directs associate to Furniture Department to help the customer. The H+N app pre- populates with in-store offers relevant to Furniture. The H+N’s earpiece dictates one piece of potentially valuable information related to the department. Tech: Custom algorithm sorts through offers and information relevant to Furniture. The H+N’s Algorithm also cross-checks notes and reviews from other associates regarding which offers or information have been most receptive amongst store visitors recently. OBSERVATION AND PREPARATION Future Of Retail 2017 Report12
  • Associate greets the customer, who wants to know if they have a Kingsley Leather Couch in brown. Tech: H+N natural language processor listens to specific and common keywords used by customers or sales associates. It pulls up potentially relevant information on tablet-based conversations happening in the immediate vicinity. 04 05 06 Associate taps the H+N earpiece and asks, “Do we have the Kingsley Leather Couch in brown?” If not, the tablet will display alternative options such as “buy online” or display other locations with item in stock. Tech: Earpiece tap overrides passive listening and forces system to allow associate to ask specific questions about inventory. The system increases speed by storing information locally about store- specific inventory, then quickly moves to custom cloud configuration for accessing inventory in other stores or online. Associate shares the info with the customer who is now considering alternative products. Associate asks the earpiece for “similar products.” The tablet refreshes with new product results. Associate shows the customer the Harrington Leather Couch a few aisles away in brown. It also suggests matching coffee tables and ottomans for upselling. Tech: System taps into previous eye-tracking recordings to determine which products frequently capture the attention of the same shopper. Database compiles probable alternatives from past shoppers based on length of time individuals spent looking at similar products. INFORMATION GATHERING Future Of Retail 2017 Report13
  • 07 08 The customer is ready to purchase but wants more information about the product. Associate is trained to ask questions that will spur the customer to answer with keywords that H+N will likely translate into useful results on the tablet. As associate continues to have a natural conversation with the customer, tapping into their own knowledge and experience, the tablet will deliver useful information in real-time. Tech: Continued use of natural language processing. As associate moves from one section of the store to the another (for cross- selling), beacons will trigger the appropriate information database to access. For example, as associate walks from couches to tables, in- store beacons will adjust his tablet results appropriately. The customer departs with item. Associate double taps their earpiece to leave notes for database about the product and questions received. These notes rate ongoing offers, log complaints or suggest products that sell well together. Tech: Database compiles associate’s feedback and enriches recommendation engine for next customer engagement. SELLING, UPSELLING, IMPROVING Future Of Retail 2017 Report14
  • LABS @PSFK #FutureofRetail The Imperceptible Psychologist Challenge: LOEWE is a brand that is known for its anti-tech approach to retail. With the rise of technology, how can LOEWE enhance the customer experience in a primal, emotively charged and personal way? Solution: Future House of Loewe stores are designed around an invisible artificial intelligence system. The technology enables staff to understand, in real-time, how customers react to the collection’s textures, forms and artworks within the space, enabling a service experience designed around a customer’s psychological needs. Concept created by: weareyourstudio.com Future Of Retail 2017 Report15 http://weareyourstudio.com/
  • When a customer walks into the LOEWE store, infra-red sensors track their body language and movement, drawing insight into their present mood and behavior. Floor staff are informed about the customer’s emotions, giving associates the opportunity to build a service experience genuinely in-tune with the customer’s state of mind. The AI system will track customers’ facial expressions as they encounter certain objects or art pieces around the store. The staff can use this knowledge to facilitate personalized recommendations and suitable advice. MOVEMENT EXPRESSION Future Of Retail 2017 Report16
  • As customers connect and engage with the objects and surfaces in the retail space, their temperature and heart beat are measured to gauge customer interest. This informs staff about customers’ excitement for specific items or art objects, leading them to share their intellectual and cultural knowledge on specific items. As a customer completes a purchase, they will receive a “Loewe Relic”, a scholar’s stone that they can take home as a reward for their loyalty The object is enhanced with a RFID tag. As the customer interacts with the object using their smartphone, Loewe’s fashion shows appear to stream from the stone via Augmented Reality assisted software. CONNECTION REWARD Future Of Retail 2017 Report17
  • LABS @PSFK #FutureofRetail LABS Delivered To Your Pump Challenge: The gas station retail environment is not structured to facilitate customer engagement, many customers do no enter the store. How can brands and retailers engage customers and add value to the customer narrative? Solution: Customer wait time becomes an opportune moment for retailers to provide their services. A customer delivery service brings goods straight to a customer’s gas pump. Gas station customers can order products from an app and get them delivered while they wait at the pump, without ever stepping foot into the gas station retail store. Concept created by: jwt.com/atlanta Future Of Retail 2017 Report18 http://jwt.com/atlanta
  • While a customer is waiting at the pump for their car to be filled up, they realize they want something to drink. The customer opens the Delivered To Your Pump app and selects products for purchase. They add them to their cart and complete the purchase. 01 02 03 04 As the customer finishes their transaction at the pump, a gas station attendee brings the purchases to the customer. Future Of Retail 2017 Report19
  • LABS @PSFK #FutureofRetailAbout PSFK Labs PSFK Labs 42 Bond Street, 6th Floor New York, NY 10012 PSFK is the world’s leading provider of innovation insights. Since 2004, we have offered the tools, content and advice to inspire creative professionals to make better products, services and experiences. Our daily business intelligence portal and newsletters help members find and track new ideas that they can use in their work. Our reports provide insights into trends driving creative business and our audiences access thought leadership from pioneers at our events. PSFK Labs, our consulting service, provide corporations with trends-led strategy, concepting, content and delivery. Insights And Ideation Workshops PSFK Labs’ workshop program informs and inspires executives, integrating trend immersion, innovation strategies and expert speakers to take teams from emerging insights to future-forward ideation in a single day. If you are interested in organizing a workshop, seeing a presentation of this report, or understanding how PSFK can help your team explore the white space within your industry, contact us at sales@psfk.com Future Of Retail 2017 Report20
  • • 3 pillars for customer-first business transformation • 10 trends defining the new retail landscape • Exclusive interviews, insights and statistical support from leading retail experts at Walmart, Marriott and Cisco • 60+ examples of retail innovation from major brands and retailers • Recommended strategies for employee empowerment, retail technology and responsive operations • Transformative retail scenarios to kickstart innovative thinking The PSFK Future of Retail Report presents key strategies that retailers and brands must take to create a customer-first organization that can exceed the expectations of a new generation of shoppers. The 7th edition of PSFK’s annual report provides an in-depth trends-analysis of the retail landscape and delivers actionable strategies for an empowered frontline, performance technology and responsive operations. Download the Full Report at: psfk.com/future-of-retail Access all Reports and Debriefs as a PSFK Member: psfk.com/membership GET THE FULL REPORT @PSFK #FutureofRetail Future Of Retail 2017 Report21 http://psfk.com/future-of-retail http://psfk.com/membership
  • PSF K MEMBERSHIP PSFK is a business intelligence platform for creative professionals. Since 2004, we’ve provided insights, research tools, advice and immersive experiences to help our members as they build better products, services, marketing and retail. GET TRIAL NOW Future Of Retail 2017 Report22 http://www.psfk.com/membership
  • @PSFK | #FutureofRetail Transformation Strategies For Customer-First Commerce SUMMARY PRESENTATION THE FUTURE OF RETAIL 2017 REPORT
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  • @PSFK | #FutureofRetail Transformation Strategies For Customer-First Commerce SUMMARY PRESENTATION THE FUTURE OF RETAIL 2017 REPORT
  • • 3 pillars for customer-first business transformation • 10 trends defining the new retail landscape • Exclusive interviews, insights and statistical support from leading retail experts at Walmart, Marriott and Cisco • 60+ examples of retail innovation from major brands and retailers • Recommended strategies for employee empowerment, retail technology and responsive operations • Transformative retail scenarios to kickstart innovative thinking The PSFK Future of Retail Report presents key strategies that retailers and brands must take to create a customer-first organization that can exceed the expectations of a new generation of shoppers. The 7th edition of PSFK’s annual report provides an in-depth trends-analysis of the retail landscape and delivers actionable strategies for an empowered frontline, performance technology and responsive operations. Download the Full Report at: psfk.com/future-of-retail Access all Reports and Debriefs as a PSFK Member: psfk.com/membership GET THE FULL REPORT @PSFK #FutureofRetail Future Of Retail 2017 Report2 http://psfk.com/future-of-retail http://psfk.com/membership
  • Piers Fawkes Founder, PSFK While every organization likes to think they strive to embrace a customer-first philosophy, a plethora of legacy systems and organizational behaviors build up over time that reconfigure the corporation and prohibit the dynamic behavior that emerging brands and retailers display today. This survey offers a framework that affects the whole organization - because success needs to be everyone's job. The Future of Retail 2017 report is our most strategic to date because we believe that a fresh approach is critical for, at the very least, survival today. If retailers and brands are to build off of their legacy, adapt to the market changes and thrive, they need to see their shopper strategy as their business strategy and their customers as their shareholders. It's not that we need to throw away the stores, the sites and the widgets that we have amassed and start afresh. However, we do need to take a step back and work out how these tools and assets can be leveraged as we transform our businesses to deliver a customer-first strategy that differentiates us from the market and adds extreme value in the eyes of our customers. About The Report Download the Full Report at: psfk.com/future-of-retail Future Of Retail 2017 Report3 http://psfk.com/future-of-retail
  • Future Of Retail 2017 Report Structure: Foundations For The Customer-First Business 4 Future Of Retail 2017 Report RESPONSIVE OPERATIONS PERFORMANCE TECHNOLOGY EMPOWERED FRONTLINE 4
  • 01 Immersive Training Instating experience-first education programs that prepare associates for on- the-job problem solving. EMPOWERED FRONTLINE PERFORMANCE 
 TECHNOLOGY RESPONSIVE
 OPERATIONS 02 Networked- Knowledge Exchange Investing in fluid communication platforms that allow employees to share knowledge and streamline interactions as they serve consumers. 03 Associate Advocates Equipping staff with the resources and opportunities to act as independent frontlines of customer support. 04 Assisted Selling Providing employees with access to on-demand information that reduces friction in the purchase process. 05 Customer 
 Relationship Dashboards Organizing consumers’ preferences, purchase history and behavioral data to ensure consistent service across channels. 06 Frontline Automation Automating simple or time- consuming tasks, freeing up associates to offer a higher level of customer service. 07 Data-Refined Experience Refining retail, production and merchandising processes based on collected shopper data. 08 Optimized Deployment Adapting staffing and workflows to fluctuating customer traffic, without impacting background functions or responsibilities. 09 Dynamic Supply Chain Creating a flexible supply chain to optimize individual orders and keep up with the demands of the marketplace. 10 Last-Mile Fulfillment Leveraging real-time logistics and third party services to deliver products as quickly and conveniently as possible. Building A Customer-First Business Future Of Retail 2017 Report5
  • Information Silos Knowledge Networks Out Of Stock Always Available Customer Service VIP Customer Sales Associates Product Experts Major Shifts Defining Customer-First Business Retail Transactions Brand Relationships Intuition-Led Data-Driven Bottom Line Consumer-First Future Of Retail 2017 Report6
  • Solve For The Customer Drive Towards Transparency Offer 360-Degree Support Iterate Towards Improvement Complement The Human Touch With Tech Invest In Time And Attention Driving Customer-Focused Transformation Future Of Retail 2017 Report7
  • TRANSFORMATIVE RETAIL SCENARIOS Inspired by the 10 strategies of transforming a business into a customer-first organization, PSFK partnered up with agencies around the world to bring the future of retail into reality. – Automated Shopper Aide – AI Enabled Intuitive Customer Support – Associate AI Assistant – Gas Station Ordering And Delivery Service Future Of Retail 2017 Report8
  • LABS @PSFK #FutureofRetail LABS CartMate Challenge: Big-box retailers can seem overwhelming and generic to customers. Aisles of products are designed for a broad audience, but not for an individual shoppers. Retailers are struggling to provide a true personal shopping experience to every customer. Solution: CartMate is a self-driving shopping cart controlled by an AI-enabled virtual assistant which accompanies a customer during their shopping trip. Based on the customer’s shopping list, the cart suggests best routes around the store, can access purchase history, helps to discover new products and points out savings and deals. Concept created by: dieste.com Future Of Retail 2017 Report9 http://dieste.com/
  • When a customer arrives at the store, CartMate automatically connects to the shopper’s device to gain access to the customers shopping list and uploads it to the system. Based on the customer’s shopping list, CartMate optimizes a route through the store for the shopper to follow. Based on customer’s past purchases, shopping list and social media activity, CartMate finds and suggests deals and coupons that are suitable for the shopper. 01 02 03 04 Once the shopping trip is complete, items are tallied and payment is processed. There is no need to go through the cashier line. The customer can leave the store without pulling out their wallet. Future Of Retail 2017 Report10
  • LABS @PSFK #FutureofRetailHear + Now Challenge: Regardless of vertical, brick-and-mortar retail needs to improve its key point of differentiation – personalized customer service. Solution: Hear + Now is an AI-enabled, in-ear platform for retailers looking to enhance their customer service. The Hear + Now system helps direct Customer Service Representatives to where they are needed most and supplies them with on-demand access to inventory, product information and supplemental opportunities to cross-sell via e-commerce. Concept created by: carrot.is Future Of Retail 2017 Report11 https://carrot.is/
  • A customer enters Roger’s Department Store and wanders over towards the Furniture section. H+N’s eye-tracking sensors in-store identify the customer as idle or indecisive. Tech: Motion sensors indicate that she has been standing near a product for a prolonged period of time. 01 02 03 An associate gets a quick notification in the H+N’s earpiece; associate checks H+N app on the tablet. Tech: Earpiece is connected to tablet via Bluetooth. Notifications fire simultaneously through audio and visuals. Associate taps the H+N’s earpiece once to accept the task. The H+N app on the tablet directs associate to Furniture Department to help the customer. The H+N app pre- populates with in-store offers relevant to Furniture. The H+N’s earpiece dictates one piece of potentially valuable information related to the department. Tech: Custom algorithm sorts through offers and information relevant to Furniture. The H+N’s Algorithm also cross-checks notes and reviews from other associates regarding which offers or information have been most receptive amongst store visitors recently. OBSERVATION AND PREPARATION Future Of Retail 2017 Report12
  • Associate greets the customer, who wants to know if they have a Kingsley Leather Couch in brown. Tech: H+N natural language processor listens to specific and common keywords used by customers or sales associates. It pulls up potentially relevant information on tablet-based conversations happening in the immediate vicinity. 04 05 06 Associate taps the H+N earpiece and asks, “Do we have the Kingsley Leather Couch in brown?” If not, the tablet will display alternative options such as “buy online” or display other locations with item in stock. Tech: Earpiece tap overrides passive listening and forces system to allow associate to ask specific questions about inventory. The system increases speed by storing information locally about store- specific inventory, then quickly moves to custom cloud configuration for accessing inventory in other stores or online. Associate shares the info with the customer who is now considering alternative products. Associate asks the earpiece for “similar products.” The tablet refreshes with new product results. Associate shows the customer the Harrington Leather Couch a few aisles away in brown. It also suggests matching coffee tables and ottomans for upselling. Tech: System taps into previous eye-tracking recordings to determine which products frequently capture the attention of the same shopper. Database compiles probable alternatives from past shoppers based on length of time individuals spent looking at similar products. INFORMATION GATHERING Future Of Retail 2017 Report13
  • 07 08 The customer is ready to purchase but wants more information about the product. Associate is trained to ask questions that will spur the customer to answer with keywords that H+N will likely translate into useful results on the tablet. As associate continues to have a natural conversation with the customer, tapping into their own knowledge and experience, the tablet will deliver useful information in real-time. Tech: Continued use of natural language processing. As associate moves from one section of the store to the another (for cross- selling), beacons will trigger the appropriate information database to access. For example, as associate walks from couches to tables, in- store beacons will adjust his tablet results appropriately. The customer departs with item. Associate double taps their earpiece to leave notes for database about the product and questions received. These notes rate ongoing offers, log complaints or suggest products that sell well together. Tech: Database compiles associate’s feedback and enriches recommendation engine for next customer engagement. SELLING, UPSELLING, IMPROVING Future Of Retail 2017 Report14
  • LABS @PSFK #FutureofRetail The Imperceptible Psychologist Challenge: LOEWE is a brand that is known for its anti-tech approach to retail. With the rise of technology, how can LOEWE enhance the customer experience in a primal, emotively charged and personal way? Solution: Future House of Loewe stores are designed around an invisible artificial intelligence system. The technology enables staff to understand, in real-time, how customers react to the collection’s textures, forms and artworks within the space, enabling a service experience designed around a customer’s psychological needs. Concept created by: weareyourstudio.com Future Of Retail 2017 Report15 http://weareyourstudio.com/
  • When a customer walks into the LOEWE store, infra-red sensors track their body language and movement, drawing insight into their present mood and behavior. Floor staff are informed about the customer’s emotions, giving associates the opportunity to build a service experience genuinely in-tune with the customer’s state of mind. The AI system will track customers’ facial expressions as they encounter certain objects or art pieces around the store. The staff can use this knowledge to facilitate personalized recommendations and suitable advice. MOVEMENT EXPRESSION Future Of Retail 2017 Report16
  • As customers connect and engage with the objects and surfaces in the retail space, their temperature and heart beat are measured to gauge customer interest. This informs staff about customers’ excitement for specific items or art objects, leading them to share their intellectual and cultural knowledge on specific items. As a customer completes a purchase, they will receive a “Loewe Relic”, a scholar’s stone that they can take home as a reward for their loyalty The object is enhanced with a RFID tag. As the customer interacts with the object using their smartphone, Loewe’s fashion shows appear to stream from the stone via Augmented Reality assisted software. CONNECTION REWARD Future Of Retail 2017 Report17
  • LABS @PSFK #FutureofRetail LABS Delivered To Your Pump Challenge: The gas station retail environment is not structured to facilitate customer engagement, many customers do no enter the store. How can brands and retailers engage customers and add value to the customer narrative? Solution: Customer wait time becomes an opportune moment for retailers to provide their services. A customer delivery service brings goods straight to a customer’s gas pump. Gas station customers can order products from an app and get them delivered while they wait at the pump, without ever stepping foot into the gas station retail store. Concept created by: jwt.com/atlanta Future Of Retail 2017 Report18 http://jwt.com/atlanta
  • While a customer is waiting at the pump for their car to be filled up, they realize they want something to drink. The customer opens the Delivered To Your Pump app and selects products for purchase. They add them to their cart and complete the purchase. 01 02 03 04 As the customer finishes their transaction at the pump, a gas station attendee brings the purchases to the customer. Future Of Retail 2017 Report19
  • LABS @PSFK #FutureofRetailAbout PSFK Labs PSFK Labs 42 Bond Street, 6th Floor New York, NY 10012 PSFK is the world’s leading provider of innovation insights. Since 2004, we have offered the tools, content and advice to inspire creative professionals to make better products, services and experiences. Our daily business intelligence portal and newsletters help members find and track new ideas that they can use in their work. Our reports provide insights into trends driving creative business and our audiences access thought leadership from pioneers at our events. PSFK Labs, our consulting service, provide corporations with trends-led strategy, concepting, content and delivery. Insights And Ideation Workshops PSFK Labs’ workshop program informs and inspires executives, integrating trend immersion, innovation strategies and expert speakers to take teams from emerging insights to future-forward ideation in a single day. If you are interested in organizing a workshop, seeing a presentation of this report, or understanding how PSFK can help your team explore the white space within your industry, contact us at sales@psfk.com Future Of Retail 2017 Report20
  • • 3 pillars for customer-first business transformation • 10 trends defining the new retail landscape • Exclusive interviews, insights and statistical support from leading retail experts at Walmart, Marriott and Cisco • 60+ examples of retail innovation from major brands and retailers • Recommended strategies for employee empowerment, retail technology and responsive operations • Transformative retail scenarios to kickstart innovative thinking The PSFK Future of Retail Report presents key strategies that retailers and brands must take to create a customer-first organization that can exceed the expectations of a new generation of shoppers. The 7th edition of PSFK’s annual report provides an in-depth trends-analysis of the retail landscape and delivers actionable strategies for an empowered frontline, performance technology and responsive operations. Download the Full Report at: psfk.com/future-of-retail Access all Reports and Debriefs as a PSFK Member: psfk.com/membership GET THE FULL REPORT @PSFK #FutureofRetail Future Of Retail 2017 Report21 http://psfk.com/future-of-retail http://psfk.com/membership
  • PSF K MEMBERSHIP PSFK is a business intelligence platform for creative professionals. Since 2004, we’ve provided insights, research tools, advice and immersive experiences to help our members as they build better products, services, marketing and retail. GET TRIAL NOW Future Of Retail 2017 Report22 http://www.psfk.com/membership
  • @PSFK | #FutureofRetail Transformation Strategies For Customer-First Commerce SUMMARY PRESENTATION THE FUTURE OF RETAIL 2017 REPORT
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