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MOTOROLA SOLUTIONS CONFIDENTIAL | DRAFT
PAGE 1
IMPROVING THE CUSTOMER EXPERIENCE IN RETAILIMPROVING THE CUSTOMER EXPERIENCE IN RETAIL
Cherie Martin, WLAN Field Engagement, Americas
September , 2014
Cherie Martin, WLAN Field Engagement, Americas
September , 2014
MOTOROLA WIRELESS LANMOTOROLA WIRELESS LAN
2
MOBILITY EVOLUTION IN RETAIL
ENTERPRISE MOBILITY CONSUMER MOBILITY INTERNET OF THINGS
LAPTOPS, HANDHELDS, SCANNERS SMARTPHONES, TABLETS WEARABLES, SMART CARTS & SHELVES, SENSORS
DEVICE EVOLUTION
USAGE EVOLUTION
• BUSINESS APPLICATIONS - SUPPLY CHAIN MANAGEMENT. INVENTORY & PRICE CHECK
• COMMUNICATIONS - DATA CONNECTIVITY & VOIP (OVER WLAN)
REQUIREMENTS EVOLUTION
• DESIGN WiFi FOR MOBILE COMPUTERS• BASIC PCI COMPLIANCE
• BYOD - DEVICE ONBOARDING & FINGER- PRINTING. APPLICATION VISIBILITY
• GUEST ACCESS - INCREASE CUSTOMER DWELL TIME
• DESIGN WiFi FOR SMARTPHONES• ROLE BASED ACCESS CONTROL
• OMNI-CHANNEL RETAILING - CONTEXT BASED CUSTOMER/GUEST ENGAGEMENT
• ASSET VISIBILITY - MANAGEMENT & CONNECTIVITY FOR THINGS
• DESIGN WiFi FOR LOCATION• MANAGE MULTI-RF - WIFI, ZIGBEE, BLE
AP
AP
AP
AP
AP
AP
AP
AP
AP
AP
AP
AP
Controller HUB & SPOKE HYBRID INTELLIGENTEDGE
ARCHITECTURE EVOLUTION
MOTOROLA, MOTO, MOTOROLA SOLUTIONS and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their respective owners. © 2011 Motorola Solutions, Inc. All rights reserved.
RETAIL IS CHANGING – ARE YOU READY?
“…INSTEAD OF WHINING ABOUT SHOWROOMING, SMART RETAILERS ARE AGGRESSIVELY BATTLING BACK AND PREPARING TO GIVE CUSTOMERS ACCESS TO GREATER INFORMATION AND SERVICES.”Jeff Roster – Gartner RIS 2013 Retail Tech Trends Study
Associates who say that shoppers are better connected to product information than they are
54 %35%
102
Percentage of shoppers who would use WiFi access in the store to search and post on the web while shopping
Source: MSI 7th Annual Shopping Study
B Worldwide App downloads from App Store in 2013
MOTOROLA SOLUTIONS CONFIDENTIAL | DRAFT 4
IT’S TIME TOUNLEASH OPTIMAL
SUPERIOR PERFORMANCE
SMART MOBILITY
IMPACTFUL ENGAGEMENT
MOTOROLA SOLUTIONS CONFIDENTIAL | DRAFT 5
PERFORMANCE MOBILITY
UNLEASH OPTIMAL…
ENGAGEMENT
• IMPROVE ASSOCIATE PRODUCTIVITY
• DECREASE CUSTOMER RESPONSE TIME
• BROADEN EMPLOYEE ACCESS TO PRODUCT INFORMATION
• INCREASE EFFICIENCY OF BUSINESS OPERATIONS
• ALWAYS-ON SECURE NETWORK
• VOICE AND VIDEO COVERAGE IN-STORE
• LOWER IT COST
• FLEXIBLE TOPOLOGY, EASY TO DEPLOY
• EASY GUEST ACCESS TO A SECURE NETWORK
• PERSONALIZED GREETINGS & COUPONS
• NO MORE WAITING FOR IN STORE ORDER PICK-UP
• EFFECTIVE EMPLOYEE
ENGAGEMENT WITH SHOPPER AT POINT OF DECISION
IN RETAIL
MOTOROLA, MOTO, MOTOROLA SOLUTIONS and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their respective owners. © 2011 Motorola Solutions, Inc. All rights reserved.
EMPOWERING ENGAGEMENT
• 5 METER ACCURACY 50% OF THE TIME
• 1 METER ACCURACY 90% OF THE TIME. REQUIRES BLE TAGS
• DETECT CUSTOMERS ON PREMISES
• RULE BASED PUSH – WELCOME, COUPONS, SPECIALS
• DEFINE ZONES TO DETECT CUSTOMERS IN SPECIFIC AREAS
• CRM DRIVES PROMOTIONS INCREASES PER CUSTOMER REVENUE
PRESENCE
LIZ IS OUTSIDE YOUR STORE. YOU COULD SEND
HER A WELCOME MESSAGE AND INFORM HER OF THE MEMBER
ONLY SALE TODAY
ZONE
MICHELLE IS IN WOMENS CLOTHING. SEND HER A
COUPON FOR 50% OFF ON CASHMERE. CAN BE
REDEEMED FROM HER PHONE
POSITION
AMANDA IS IN THE PHARMACY SECTION.
SHE NEEDS HELP. PICKING CHILDRENS TYLENOL. SEND HER
ASSISTANCE.
MOTOROLA SOLUTIONS CONFIDENTIAL | DRAFT 7
MOTOROLA PRODUCT PORTFOLIO
WIRELESS LANWIRED
NETWORKINGSECURITY
LOCATION ANALYTICS
INTERNETOF THINGS
CONTROLLERS AND ACCESS POINTS WIRED SWITCHES
ADSP ANDSECURE GUEST ACCESS
SERVER SOFTWARE, CLIENT SDK
BLUETOOTH TAGS, SENSORS
HIGHLY SCALABLE
INTELLIGENCE AT THE EDGE
REDUCE TCO
1 TO 5 METER LOCATION ACCURACY
ANALYTICS
DRIVE UP ROI
MOTOROLA, MOTO, MOTOROLA SOLUTIONS and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and are used under license. All other trademarks are the property of their respective owners. © 2011 Motorola Solutions, Inc. All rights reserved.
ENGAGE: ANALYTICS SOLUTIONS
• HEATMAPS AND DWELL TIMES• ZONE TRACKING• VIEW HISTORICAL PATTERNS
• TOP URLS• TOP SEARCH TERMS• NEW USERS AND REPEAT USERS
PHUNWARE
IBM
AISLE411
LOCATION ANALYTICS
WEB ANALYTICS API
- PRESENCE EVENTS
- LOCATION DATA
- LOCATION BASED EVENTS
- RSSI DATA
COUPONINGCUSTOMER PORTALCONCIERGE SERVICESTARGETED ADVERTISINGBUDDY LISTSTORE MAPPRODUCT LOCATORRESOURCE FINDERAUTO ALERTSSTORE PICKUPCONTESTS & PROMOTION
API
SWIRL
ACCENTURE
MOTOROLA SOLUTIONS CONFIDENTIAL | DRAFT 9
WLAN FOR THE INTERNET OF THINGSIMPROVING CUSTOMER EXPERIENCE AT THE INTELLIGENT EDGE
INCREASING DEVICE POPULATION – MULTIPLE TECHNOLOGIES
WING 5 NETWORK ARCHITECTURE – THE INTELLIGENT EDGE
OMNICHANNEL SHOPPING EXPERIENCE ASSET VISIBILITY
WI-FI ESL BLE LOCATION RFIDVIDEO
SURVELLANCEZIGBEETAGS
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