Retail OS - Delivering the Omnichannel Experience.pptx

Retail OS - Delivering the Omnichannel Experience.pptx

• 1.
  Retail OS Delivering theHeadless Retail Channel Experience John Andrews –Retail Co-Innovation Director, Ricoh-USA March 8, 2024
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  Retail’s 3 BigChallenges 1. People 2. Shopper Expectations 3. Supply Chain Flexibility and Resilience
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  Retail OS 1. ‘Headless’Commerce 2. Shopper Personification 3. Retail-as-a-Service (RaaS) 4. Computer Vision + AI/ML 5. Sustainability and Ethical Sourcing
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  Headless Commerce An architecturethat allows seamless delivery of content and products to any device, screen, or location, eliminating the need for specific channels. Retailers have the freedom to design unique user experiences tailored to specific customer segments or devices using any front-end technology, without being limited by the e-commerce platform's back-end. UI/UX updates can be made without impacting back-end systems, allowing for faster response to changing shopper behaviors. Personalized Experiences: Retailers can more effectively leverage customer data to personalize content, offers, and products in real-time across any touchpoint.
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  Data – TheElephant in the Room
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  Omnichannel as NoChannel Shoppers don't see or care about channels; they care about convenience, relevance, and consistency. Channel-based retail is replaced by a focus on delivering seamless, personalized, and consistent interactions across the entire customer journey. Unified Customer View: Leveraging data to have a 360-degree view of the customer, enabling personalized interactions based on their preferences, history, and behavior across all touchpoints. Seamless Experience: Ensuring that the customer experience is consistent and fluid, whether the customer interacts with a brand through a mobile app, website, social media, or in a physical store. Agility and Adaptability: The ability to quickly adapt to changes in consumer behavior or market conditions and seamlessly introduce new touchpoints or technologies without disrupting the customer experience.
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  Customer Personification Personification isa customer engagement strategy that infuses the shopping experience with humanity and care beyond algorithms. It fosters deeper loyalty and brand connection, particularly in the future of retail where companies must offer unprecedented customer-centric service. • Brand as a Personal Companion • Story-Driven Experiences • Emotional Connections • Retail Spaces as Extensions of Home • Products as Personal Avatars • AI Personal Shoppers
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  Retail as aService (RaaS) RaaS aims to provide customers with a holistic service that prioritizes their satisfaction, while leveraging the latest technologies for operational excellence, instead of simply offering retail as a place or a product.
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  Retail as aService (RaaS) RaaS is a modern business model that uses technology to enhance traditional retail practices. It offers personalized and scalable services, enabling brands and retailers to engage with customers effectively and create better shopping experiences. Data-Driven Insights: Retailers collect and analyze large amounts of data to better understand customer preferences and behavior. This data informs everything from product development and stocking to personalized marketing and customer service. Technology Integration: RaaS platforms use cloud computing, data analytics, artificial intelligence (AI), and the Internet of Things (IoT) to collect and analyze customer data, manage inventory, optimize supply chains, and more. Experiential Retail: This model emphasizes creating memorable in-store experiences for customers. It's not just about selling a product but offering a value-added experience through services like personal stylists, try-before-you-buy options, and interactive displays. Subscription and Loyalty Programs: RaaS can facilitate subscription services where customers receive products or services regularly. Loyalty programs powered by RaaS platforms can offer customers more personalized rewards and experiences based on their shopping habits. Flexibility and Scalability: The service-oriented approach allows businesses to scale up or down quickly based on market demand without investing heavily in physical infrastructure or inventory. Inventory Management: Advanced inventory management techniques like just-in-time inventory or drop- shipping that can be more cost-effective and responsive to consumer demands.
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  Computer Vision +AI/ML Computer vision and AI/ML (Artificial Intelligence/Machine Learning) are transforming various sectors, including the way businesses operate in the ecommerce domain. The concept of "headless commerce" is one of the areas where these technologies are making a significant impact. Computer Vision + AI/ML
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  Sustainability and ethicalsourcing in retail are topics that have gained significant attention in recent years, driven by a growing awareness of environmental issues and social responsibility. The question of whether shoppers truly care about these issues is complex, as it encompasses a range of behaviors, attitudes, and market trends. Sustainability & Ethical Sourcing
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  Interesting Supply ChainPeople • Mike Anthony – Global CEO, Engage, ltd • Uzma Rauf – Founder & CEO, Khatanalytics • John McClymont – Principal, Operational Solutions • Brittain Ladd – Supply Chain Management Consultant • Olga Yurovski – CEO, Shopperations • Ben Gibson – Owner and President of SyrRoc Systems