CX: DO OR DIE SARAH LOVE L E A D E R S C O N G R E S S I R I S H R E T A I L L A N D S C A P E E C R

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1 CX: DO OR DIE SARAH LOVE L E A D E R S C O N G R E S S I R I S H R E T A I L L A N D S C A P E E C R

2 TECHNOLOGY

3 WHAT ARE THE KEY ISSUES FOR THE RETAIL LANDSCAPE?

4 OF RETAIL MARKETING EXECUTIVES IN US AND UK SAY THEY WOULD USE ARTIFICIAL INTELLIGENCE OR MACHINE LEARNING THIS YEAR. 86% YES 14% NO

5 CONSUMERS SEE TECHNOLOGY AS AN OPPORTUNITY TO LIVEN UP THE OVERALL SHOPPING EXPERIENCE 19.7% of consumers said virtual / augmented reality and interactive signage as well as in-store robots are technologies that they would like to see their favourite brands use.

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7 ELIMINATE OR REDUCE RETAIL PAIN POINTS

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9 CUSTOMER EXPERIENCE

10 Less than half are satisfied with most elements of the in-store shopping experience

11 CX ISN T EASY

12 IN A 2017 KPMG STUDY: TOP 25 CX LEADING BRANDS WERE BRINGING IN 7X THAT OF CX LAGGARDS

13 SOURCE: TNS GLOBAL DATABASE OF RETAIL AND SHOPPER STUDIES HAPPY SHOPPERS SPEND MORE

14 ELEMENTS OF CX

15 REINVENT THE RELATIONSHIP

16 WE NEED TO MAKE THE FIRST MOVE!

17 STEP ONE RELATIONSHIP MARKETING

18 IT S NOT THE DATA THAT MATTERS, IT S HOW YOU USE IT

19 BIG DATA ANALYTICS ALGORITHMS

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21 WALMART Walmart is making use of facial recognition to identify shoppers who are unhappy or frustrated. That data can then be used to tell associates to open new checkout lines. Source: Vend, Vend s Retail Trends and Predictions for 2018

22 HAPPY EMPLOYEES MEAN HAPPY CUSTOMERS

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24 INSPIRED EMPLOYEES DELIVER LEGENDARY EXPERIENCES FOR CUSTOMERS

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26 OFFLINE STORES REMAIN KING

27 OF SALES STILL GOING VIA OFFLINE STORES

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29 PERSONALISE

30 OWNING RENTING

31 GEN Z / MILLENNIAL MEGATRENDS BACK TO BASICS DIGITAL DE-TOXING VALUE OF EXPERIENCES

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33 LISTENING TO YOUR CUSTOMER GENERATES PAYBACK

34 BRICKS AND CLICKS

35 SHOPPERS SWITCH SEEMLESSLY BETWEEN ON AND OFF LINE

36 ANYTIME ANYWHERE

37 SOURCE: E-CONSULTANCY 2017

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39 Not to serve the needs of different shoppers, but rather to serve the different needs of a shopper

40 MCOMMERCE

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43 INITIAL INTERACTION RIGHT TO A SALE

44 By 2020, 30% of mobile users will experience engaging rather than transactional interaction via mobile app SOURCE: IDC FUTURESCAPE: WW CX 2018 PREDICTIONS

45 Continuous mobile experiences than span in and out of store The True Path to Purchase In the shoppers consideration until the precise moment or truth and indeed beyond

46 ⅔ of the worlds population owning a mobile and over 50% being a smartphones

47 NOT VERY SOCIAL, SOCIAL

48 50% use social media as way to keep in touch with friends and family

49 42% use social media for funny and engaging content

50 51% 48% 37% 25% watched read content clicked on a post to read news article listened to / discovered music purchased a product / service via social media SOURCE: (GLOBAL WEB MONITOR)

51 SOCIAL IS NO LONGER MERELY SOCIAL

52 % WHO SAY THEY HAVE MADE AN EFFORT TO DECREASE THEIR DAILY TIME SPENT ON SOCIAL MEDIA COMPARED TO LAST YEAR 58% 58% 43% 37% 25% SOURCE: GLOBALWEB INDEX 6-10 SEPTEMBER 2018

53 SOCIAL MEDIA IS COMING OF AGE

54 % WHO SAY THEY WOULD BE COMFORTABLE IN USING SOCIAL MEDIA NOW OR IN THE FUTURE FOR THE FOLLOWING ACTIVITIES 61% 52% 44% 43% Entertainment News, opinions & current affairs Reading / leaving reviews on brands / products Researching products / ideas 43% 37% 31% Buying / selling products Staying in touch with brands / celebrities Activism / community events

55 Missguided saw a sales spike of 40% when the show was on air Once an islander wore a product its sales spiked from % During the campaign period 18% of sales came from product worn by the Islanders Ad awareness score increased from 13% to 20%

56 THE RISE OF SCOMMERCE

57 NOT DR A CLEVER BLEND OF CONTENT CONSUMPTION / ENTERTAINMENT AND COMMERCE

58 THE IDEAL SHOPPER JOURNEY WEAVES YOUR BRAND INTO THE ENTIRE EXPERIENCE

59 SOCIAL IS THE NEW SHOPPER TOOL

60 CX TIPS TOWARDS 2023 Re-invent the Relationship Empower your employees to strive for better Customer Satisfaction Make the Physical Experience of buying your brand GREAT Be truly Omnichannel to compliment the seamless Flux between On and Offline Shopping Plan for Mobile Embrace Scommerce by getting the balance right between sales and content

61 Successful brands don t make people want things. They make things people want.

62 Start thinking about what your Shoppers want. Then make some great plans to give them the very best CX.

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