Store Command Center The key to becoming Omnichannel Ready

Solution Overview February 2014

How Are Retailers Creating A Consistent Customer Experience?

July 30, 2014 2

Store

Catalog

Mobility

Social

Supply Chain / Order Management

eCommerce

Seamless Channel Integration

What issues are retailers having with this approach?

Automation Mobility Analytics

The Good News

• In-store kiosks, apps,

networking, and mobile

programs fuel customer loyalty

and experience

• New technology & investments

result in a positive impact on

sales

The Not-So-Good News

• New technological complexity

• Higher reliance on technology uptime

• Few resources available to manage rapidly growing technology tsunami

• More vendors, more applications, maintenance patches, and system updates

• Increased training requirements

• Distraction from customer service

Digital/Video

Omni Channel Technological Revolution

A New Support Model for Store Infrastructure

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Single point of contact for all store technical issues

Centralized

service desk for

all store issues

Consolidated

proactive

systems

management

Managed by

industry experts

Introducing The Store Command Center

July 30, 2014 5

Each plays a role in a retailer’s store level technological health in becoming

Omnichannel ready

Comprised of at least four distinct components to become Omnichannel Ready:

Continuous

Innovation Support

Center

End to End

Vendor

Management

IT Service

Management

Data

IT Service Management

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• Administration, maintenance, and patching for all technology (infrastructure)

• Remote monitoring for infrastructure efficiency

• Data transformation / data movement

o Vehicle for pricing, transactional , and application types of data

o Infrastructure health monitoring and issue prevention data

=

In-store issues • Identification of potential issues

• Proactively work to resolve

issues early

• Ensures store technology

is up to date

• Efficient distribution of system

updates & patches

• Ensures store technology

availability

Minimize service

interruption

=

End to End Vendor Management

July 30, 2014 7

Digital

Signage

In store

Servers

Sensor

Management

POS

Field Service Installation & Repair

Service

Desk

Mobility

Network POS Applications

• Single accountability /single

ownership for all store issues

• Predictive analysis &

Preventive maintenance

• Log & Trend analysis

• Issue reduction metrics

• Improved time to resolution

• Consistent release level

management

• Singular governance representation

to replace multiple vendor entities

usually managed by IT with respect

to store devices

• Centralized management strategies

with vendors to provide synergies

Lead centrally, support

regionally, using leveraged

support models with vendors

Ensures store technology

performs at top levels

Support Center

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Service Levels Aligned with Customer Sat and Reduced Issues

Single Point of Contact

Across 8 Global Facilities

Phone, Email, Chat

Contact in Multiple

Languages

Identification of

potential issues

Incident Management

And Escalation

Contact Center & Application Support

Global Centers

• Fargo, ND

• Grand Forks, ND

• Clovis, NM

• Monterrey, Mexico

• London, England

• Chengdu, China

• Manila, Philippines

• Krakow, Poland

Ensures store

Technology is

up to date

Restore

technology

issues quickly

Implemented

communication

channels to

optimize

interactions

Continuous Innovation

July 30, 2014 9

Xerox Research Centre Canada

Fuji Xerox Research Japan

Palo Alto Research Center California

Xerox Research Center New York

Xerox Research India

Xerox Research Centre France

Innovative Spirit and Passion Still Drives Xerox

• $1.5 billion

invested annually

in R&D

• Six research

centers in the U.S.,

Canada, Europe

and India

• 10,000 active

patents, 20 U.S.

patents awarded

weekly

“The best way to predict the future is to invent it.” - Alan Kay, former Xerox PARC scientist

Retail Innovation

Retail Video Analytics

Platform and Services

Retail store video analytics

platform for tracking

customers, processes

and vehicles throughout

a retail store environment to

optimize operations

Predictive Customer Journey for Personalized Communications in Retail Help a retailer better understand their consumers, by developing predictive methods through analytics to enhance the customer purchase decision journey, increase retailers marketing efficiency, and convert higher sales.

Asset Health

Management for Retail

Develop analytical tools and

processes for assessing,

managing and predicting

asset performance in retail;

IT assets and their health as

well as all facility equipment

in a retail store.

NearMe: Contextual

loyalty-enhancing

engagement platform

Mobile, geo-location-based

solution for targeting offers

to customers through loyalty

platforms.

2014 Retail R&D Projects

Annual processed Support Center tickets for over 41,000 of our client’s stores from one of 8 global Store Support Centers

New store builds and refreshes with installation/configuration of store infrastructure, support, on-site break/fix, and preventive maintenance services

18,000

Invested in research &

development towards retail

specific innovation projects and

efforts in partnership with our

clients

Managed global devices with proactive error resolution, monitoring, patching, maintenance and administration responsibilities

450,000 1,500,000

Store Command Center Results

Millions

* Year to date through Sept. 30, 2013.

July 30, 2014 Xerox Internal Use Only 12

Benefits of Outsourcing Store Technology Management

• Support Omni-Channel initiatives more effectively

Maximizes customer experience

Consolidates technology and other assets at a centralized level

Provides an OpEx approach rather than CapEx, reduces overall costs, and increases ROI

Provides real-time, centralized control of all types of assets

Mitigates financial risk associated with technology, and non-technology issues

Reduces issues at store

Paul Wolf Vice President, Retail & Consumer Products paul.wolf@xerox.com 972.679.7306

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