Technology Trends15th November 2018

Christopher Blackman, Empire State Bulding

Rick Bojahra, WhiteWater West

Peter Wolf, Glory Global

Michael McSparran, San Diego Zoo

Randy Josselyn, Gateway Ticketing

Top 4 Tech Trends

• Extended Reality• Automation / Self-Service• Personalization

• Data Analytics

Extended Reality

Extended Reality

Automation/Self Service

Automation

Automation/Self Service

Automation/Self Service

In Practise

Empire State Building new visitor entrance

Challenge or problem to solve

1. Relocate the entrance from 5th Ave and 34th St to

west 34th St

2. Design for a more guest friendly experience

3. Utilize the latest in technology, however still keep to

the art deco and design that is the Empire State

Building

The old ticketing process was……Yes…

Not friendly for self service

Geared towards guest and employee

interaction

When you are on the floor, you cant fall down!

We partnered with industry experts to design a more attractive and easy to

use self service kiosk with the latest in technology.

The business goal was to ensure the guest could transaction almost every

type of transaction at the self service kiosk, where previously they would

have needed to see an employee to transact.

The end result.

Over a year of hardware and software design, guest demo’s, bench kits, and

prototyping we had our vision complete.

• The new self service ticketing kiosks allow for our

guests to transact in 9 different languages

• Purchase tickets and strategically offer upgrades or

addon’s based on predefined business rules

• Pickup previously purchased tickets while still

offering those addon’s or upgrades during the

pickup process

• Allow customers with any ticket types purchased

from any median (Tour guide, CityPass, OTA,

Viator, Leisure Pass, etc.) to upgrade their ticket(s)

on the fly

The end result cont.

New Entrance End Result

New Process for Employee

Guest Pass Distribution

CHALLENGES WITH THE CURRENT SYSTEM

TOO MANUAL

• All employee guest passes are printed manually

• All employee guest passes are distributed manually

• Employee had to bear burden of tracking ticket use in

case of fraud

Employees must arrange to physically get guest passes to

guests

Employee guest passes are frequently lost, stolen or

damaged

Some guests passes

are unfortunately sold

fraudulently

Guests receive

tickets manually

Ticketing Department must

Print Tickets

Human Resource must

distribute Tickets

Ticketing Department

Tracking Tickets

Human Resource Hours

Tracking hand out

THE CURRENT PROCESS

Employee makes

arrangements with guest

Employee contacts

Ticketing/HR with issues

Gateway

Administration must

create 2500 orders

Call Center must

manage customer

service for lost and

damaged tickets

Guest Relations must

maintain possession of

hard tickets

THE SOLUTION

Online Ticket Fulfillment Center (TFC)

tfc.sandiegozoo.org

Guests receive

tickets manually

Ticketing Department must

Print Tickets

Human Resource must

distribute Tickets

Ticketing Department

Tracking Tickets Human Resource Hours

Tracking hand out

Gateway

Administration must

create 2500 orders

Call Center must

manage customer

service for lost and

damaged tickets

Guests receive

tickets electronically

THE NEW PROCESS

Guest picks up ticket at Zoo

or Park from Kiosk

Employee orders tickets

through TFC

Guest Relations must

maintain possession of

hard tickets

TICKET FULFILLMENT CENTER

Tickets will be

available

electronically

anytime/anywhere

Employees no

longer need to go

to HR to pick up

tickets

Employees can immediately

deliver tickets to intended

guests electronically

Employees guests pick up tickets on site

• Employee Guests will go to Self-Service Kiosks to obtain their

tickets

• Touch Ticket Pick-up on kiosk screen

• Swipe their drivers license or credit card

• Kiosk will locate order and print tickets

Employees will no

longer need to

track how many

tickets they have

left

Allows

employees to

order discounted

tickets through

TFC versus Call

Center

SUMMARY

TFC helps us meet our executive efficiency goals of :

• Lessening the administrative burden

• Creating opportunity for employee self

service

• Embracing technology

Elevate customer experience & drive efficiencies through cash automation

Peter WolfVice President, Retail Marketing & Business Development

WHY CASH WILL ENDURE

35

DESPITE A RISE IN DIGITAL PAYMENTS, A CASHLESS FUTURE

IS UNLIKELY DUE TO CASH’S ENDURING BOND WITH

CUSTOMERS.

Neither cards nor digital payments are able to provide the same

comprehensive benefits package that consumers have come to appreciate

and rely on from cash.

COST OF CASH TO BUSINESS

36© Glory 2018

Interest Cost on Store Funds

“We reduced cash in-store by

15-20% which we are putting to

better use elsewhere in our

business“ (BJ’s Wholesale Club)

Employee Handling Time

“The need for transfer of cash

between tellers and the vault

has reduced by 80%, resulting

in less disruption to customers

and a 40% decrease in

employee overtime”

(Sicoob Mas, Brazil)

Reconciliation Time

“Since we have implemented

Glory… we are saving up to 7-

10 hours per day in manual

cash processes” (Eataly)

Internal Theft

“[Cash theft] now represents

the second biggest area of

store loss at 24% of shrink” (Retail Knowledge)

Transportation & BankingSource: Celent

THE PATH TO PERFORMANCE

37© Glory 2017

To optimize for your

customers, you need

to look across the entire

organization

Enable your people

to focus on your

customers

Implement

technology to

automate low-value

tasks

Evolve your

processes to

increase efficiency

38

OPTIMIZING

THE RETAIL

CASH CHAIN

The power of cash in perpetual motion

OPTIMIZING THE RETAIL CASH CHAIN

39© Glory 2018

Rationalize CIT costs and

accelerate “Cash to Credit” time

Back Office Bulk Deposit and

Recycling

Reduce administration

overhead – time and cost

Cash Office Note and Coin

Recycling

Eliminate cash errors and

shrinkage in store through zero-

handling of cash by associates

Closed Front and Back Office Cash

Loop

Redeploy staff time and attention to

higher value customer service and

revenue generation.

Front Office Point of Service Recyclers

Improve security and optimize cash /

change inventory throughout the park

Front Office Point of Sale Recyclers

40© Glory 2018 40© Glory 2018

MAKE CASH AN ELECTRONIC PAYMENT:

CASH IS STILL KING WITH YOUR CUSTOMERS

Enhance the

Customer Journey

Customer Engagement

Accuracy, Versatility,

Reliability

Staff Focus on

Customer

Shrinkage Due To

Physical Cash Handling

Front Office / Kiosk

Eliminate Counting

and Re-counting

Start / End Of Shift

Process Times

Fraudulent Cash,

Counting Errors &

Theft

Idle Cash

Cash Security

Back Office

KNOTT’S BERRY

FARM

41

KNOTT’S BERRY FARM

42© Glory 2018

The team at Cedar Fair Entertainment

noticed immediate results such as:

▪ Reduced time spent on cash

discrepancies and counting cash

▪ Improved oversight of the volume of

cash in float

▪ Fewer associates needed in the cash

office and more time in customer facing

activities

▪ Quicker and more accurate deposits to

the bank

▪ Ability to manage thousands of cashier

tills with technology from anywhere

within the parkGlory CI-300 Cash Automation Solution

43© Glory 2018

CASH AUTOMATION SUCCESS

“We eliminated 40 to 70 hours per day spent on

counting cash. Errors and reconciliations were

reduced, the cash recyclers managed thousands of tills

and were placed throughout the park to limit walk time

from the cash room to their destination.”

“In a year with record attendance and revenue, we

saw a 15% reduction in our cash control labor hours

because of Glory’s cash recyclers.”

Claudette Vogelsang, Vice President Finance,Knott’s Berry Farm, a Cedar Fair property

PB BOULANGERIE

ENHANCED

CUSTOMER

EXPERIENCE

CAPE COD, MA

44

PB BOULANGERIE BISTRO VIDEO

45© Glory 2018

ENHANCED CUSTOMER EXPERIENCE

46

© Glory 2018

High Turnover

Rate Of Cashiers:High stress doubling

up as both cashier &

preparing food

Constant Cash Discrepancies:End of day manual cash counting, long processing time

Hygiene

Concerns:Handling cash and

food at the same time

Staff and Customer Experience:Interaction with customer decreased, affecting customer experience

THE CHALLENGES

47

THE SOLUTION: POINT OF SALE AUTOMATED CASH HANDLING

48© Glory 2018

▪ GLORY’s CASHINFINITY™ CI-10 Cash

Recycler improved customer service and

increased staff productivity.

▪ Thousands of dollars saved on latex gloves.

▪ Faster check-out lines increased customer

satisfaction.

▪ Reduced stress on staff members - no need

to count cash.

49

ABOUT GLORY

Glory Worldwide

GLOBAL PRESENCE

50© Glory 2018

Business in over

100countries

R&D investment:

7%of Revenue

9,000+ employees

Direct Operations

Business / Sales Partners

© Glory 2018

REWARDED BY CUSTOMERS, RECOGNIZED BY INDUSTRIES

51

42% Glory Leads the

Global Retail

Market Share

Source: RBR TABT 18

4000+retailers rely on

Glory solutions

1 million+ devices installed

worldwide

Source: Glory internal estimate

Top 25

Solution

Provider in

Retail

Technology

Source: CIO Applications 17

52

THANK

YOU

Personalization

Data Analytics

Questions