keynote slides: creating the future of retail

Creating the Future

of RetailFuturistStrategy advisorAuthor

@rossdawson

u ne ve n ly d is tr ib u te d

- William Gibson, author

The future is already here,

it’s just

Shifts

Crowds

PresenceExperiencePersonalizationImmediacyCommunity

ChannelsStrategy

Shifts

Becoming connected

Price visibility

Society becomes networked

Competition

Flickr image: Andrew Michaels

Aspirations

Customization

Presence

The value of presence

Flickr credit: Bert Kaufman

Destinations

Flickr credit: Neils Photography

Linking shopping and work

Flickr credit: .dh

Products that can be digitized

Dimensions of retail

• Freshness

• Immediacy of gratification

• Frequency of purchasing

• Tactility

• Digital component

• Cost

• Delivery cost

Experience Personalization

Immediacy Community

Experience

Good places to hang out

Caring about customers

Bringing the digital into the physical

Full wall interaction

Store navigation

Experience for online buying

Touch and feel at a distance

Personalization

Learning about your customers

Watching closely

In-store body scanning

Make your own products

Creating your own design

Immediacy

Fast delivery

Pick up and drop off

Drone delivery

Delivery anywhere

Community

Enabling face-to-face connections

Communities around stores

Learning and connection

Online communities

Social shopping

Crowds

The rise of co-creation

Crowds create products

Value creation by the crowd

Funding by customers

The crowd creates and chooses

Open to inspiration

Share how they wear

Customers select stock

Setting prices by asking the crowd

Channels

Transcending the trade-off

Human and automated chat

Integrated conversations

Knowledge-based relationships

Continuously improving curation

Personal style relationships

Tapping the potential of omnichannel

1. Embrace new channels

2. Build richer human channels

3. Create convenient, powerful automated service

4. Enable seamless service visibility across channels

5. Tap the power of the crowd

6. Proactively identify service opportunities

7. Move towards an integrated organization

Flickr credit: Grietje Haitsma

Strategy

Recognize change

Set a distinctive strategy

Experience

Personalization

Immediacy

Community

Map your EPIC landscape

Integrate multiple channels

Shifts

Immediacy

PresenceExperiencePersonalization

CommunityCrowdsChannelsStrategy

Getting connected