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How food shopping habits are being changed by technology:
November 2017
“Conversational commerce, chat, bots and all that”
Dr Tim Denison Director of Retail Intelligence
Technology driving shopping habits in bygone days
2
Mobile: shaping habits today
3
The exponential rise of smart phones
4
How frequently do you use a smart phone?
5
82%
92%
92%
90%
90%
90%
89%
89%
89%
87%
85%
82%
82%
81%
80%
79%
79%
78%
77%
76%
75%
75%
73%
62%
5%
3%
4%
6%
3%
4%
4%
4%
7%
3%
7%
9%
5%
5%
5%
7%
11%
7%
5%
5%
3%
4%
6%
3%
4%
2%
3%
3%
6%
1%
4%
3%
2%
5%
2%
5%
2%
2%
4%
2%
6%
3%
2%
8%
5%
2%
17%
1%
9%
3%
1%
1%
2%
5%
2%
4%
2%
4%
6%
4%
12%
12%
11%
12%
5%
12%
15%
11%
17%
19%
4%
34%
Total
S Korea
Indonesia
China
Mexico
S Africa
Spain
Sweden
India
Italy
Turkey
Brazil
GB
Australia
Germany
Poland
Peru
Argentina
U.S.
Belgium
Russia
Canada
France
Japan
T
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
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23 • Base: 18,180 adults across 23 countries, online, 12th Sep – 11th Oct 2016 – Ipsos Global Trends
KEY:
DAILY OR MORE OFTEN
1 – 3 TIMES PER WEEK
TOTAL
1 – 3 TIMES PER MONTH
NEVER
Smart phones have become our “exobrains”
6
Who do we trust? …………..
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Social media losing favour to messaging apps
8
Today’s shopper
9
Knowledgeable
Demanding Connected
Impatient Time poor
Fast living Attention deficient
Value conscious
Promotion driven Promiscuous
Quest for simplicity
EMPOWERED
Digitally savvy
Distracted
Messaging – 2.5 billion of us are doing it
10
Chat bots version 1.0
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User message keywords
Search engine
Results in messaging box
Facebook launches Messenger platform with bots in 2016
12
Whole Foods 2016: Recipe Chat bot
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Chat bots version 2.0
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User message
AI, machine learning, natural language processing
‘Concierge’ style response
The natural progression: from “chat” to voice-driven “conversational commerce”
15
Will the retail technology find an audience?
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23% of respondents don’t know what a chatbot is Source: IFTTT 2017
6% of retailers use one Source: Forrester 2017
By 2020 85% of customer interactions with businesses will be managed without humans Source: Gartner 2017
Will bots change our food shopping habits?
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I think I fancy a curry tonight – what do you recommend?
Well, James, if it is just for you, I’d recommend the lamb biryani ready to go which has had rave reviews this week. I know you like your curries
spicy and you haven’t had this one yet.
But if Melanie is coming over for supper, why not surprise her by making a chicken Balti from scratch. I’ll drop off all the ingredients and the
recipe at your home in 10 minutes and it will be on the table by 8pm. That Rioja you bought last week will go really well with it.
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