We’ll  glance  into  a  few  of  the  most  cri3cal  challenges,  implica3ons  and  ac3ons  that  retailers  must  address  over  the  next  few  years…  

When  you  look  at  the  Retail  landscape  it’s  robust  and  ever  changing  due  to  the  consumer  and  market  demands-­‐-­‐  

POV  Retail  Industry  Outlook    Tabitha  Vickers  

Even  with  prepara3on  and  planning  today,  retailers  can  expect  the  following  most  cri6cal  challenges  by  2020:  

Advancing  with  technological  innova6ons  

Aligning  behavior  to  the  customer  experience  

Delivering  value  through  all  channels  

•  Mobile  plaGorms,  NFC,  smart  sensors,  and  social  media  

•  Loyalty  and  CRM  plaGorms  

•  POS  system  upgrades  and  tools  

 

•  Segmenta3on  •  Personas  and  influencers  •  Data  and  insights  •  Privacy/regula3ons/

security  

•  Omni-­‐channel  presence  •  E-­‐Commerce  vs.  Brick  

and  Mortar  experience  •  Supply  chain  •  Processes  and  people      

FACTORS:  

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Only  40%  of  companies  consistently  track  what  happened  during  customer  interac3ons  with  their  business.  

Source: Forrester Measure Customer Experience Success

Base 100 Customer Experience Professionals

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To  maintain  a  compe33ve  advantage,  business  implica3ons  of  these  challenges  suggest  the  following:  

Aligning  behavior  to  the  customer  experience  

Retailers  must  stay  innova6ve  in  their  ability  to  integrate  

technology  plaHorms  to  draw  insights  from  

analy3cs,  social  networks  and  loca3on-­‐based  

soVware.  They  must  also  invest  in  secure  ways                

to  protect  their  informa6on.    

Retailers  should  use  the  data  of  their  consumers  to  draw  insights  based  on  their  learnings  and  predic6ons  about  the  

purchasing  behavior  and  influences  that  drive  the  consumer’s  decisions  

and  cart  value.  

Retailers  must  maintain  a  360  view  of  the  

customer  experience  by  ensuring  all  channels  are  

integrated  and  can  deliver  the  proper  value,  

service,  or  goods.  Ul3mately,  they  should  strive  towards  a  fric6on-­‐

less  experience.  

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Therefore,  to  best  address  these  challenges  agencies  must  be  prepared  to…  

Use  the  appropriate  analy6c  tools  and  

measures  to  drive  insights  and  build  rela6onships.  Maintain  a  constant  refresh  of  data  and  

insights.  

Evolve  supply  chain  opera6ons  into  real-­‐6me  view  of  orders.  

Break  down  demand    silos  and  forecast  based  on  unified  

consumer  behavior,  preferences  or  

paUerns.  (Ex:  Personas,  Customer  journey  

mapping)  

Innovate  on  communica6ve  

technologies  to  beUer  understand  the  

consumer  and  their  purchase  decisions.

(Ex:  Beacons,  wearables,  interac6ve  

store  displays)  

Educate  retail  employees  and  equip  them  with  

the  tools  to  become  solu6on  

drivers.    

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Ques6ons?  

www.tabithavickers.com  Tabithavickers@yahoo.com   6