IMPROVING THE CUSTOMER EXPERIENCE IN RETAIL

MOTOROLA SOLUTIONS CONFIDENTIAL | DRAFT

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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

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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


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


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 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


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


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


THANK YOU

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IMPROVING THE CUSTOMER EXPERIENCE IN RETAIL