Engagis CEO Leon Condon presents The Future of Retail - Embracing Digital for Improved Service and Profit. Webinar Overview: Your customers are changing. The way they search, discover and transact is transforming rapidly. We all know that shoppers love digital technology but for retailers the popular view is that it's expensive. So can your retail store embrace digital without breaking the budget? This free webinar will reveal the answer. Engagis CEO and digital marketing expert Leon Condon will show you why next-generation retail marketing must be more than just digital; it needs to be integrated. You’ll learn which digital solutions equip you to better serve customers, empower your staff and increase your profit, all while lowering your costs. This webinar will then showcase the options that exist right now, and reveal how top retailers are creating cutting-edge in-store marketing systems with minimal, or zero, impact on operating costs. View the Webinar slides above

1. Embracing Digital for Improved Service & Profit
The Future of Retail
Leon Condon, CEO, Engagis

2. How to Participate Today
Type a question in the QUESTIONS field
of your GoToWebinar Control Panel
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3. Engagis is a recognised leader in customer & staff
engagement solutions and digital display technology.
Established in 2001 with offices in Sydney, Melbourne & Auckland.

4. 4,000+30+ 20,000+
99%+ 10 14
Connected Blue
Chip Customers
Individual
Retailers
Connected Devices
Under Management
Uptime Industries Years in Business

5. The Future of Retail
1. The Rules Have Changed
2. Adapting to Change
3. The Future of Retail
4. Next Steps
Today’s Webinar:

6. PART 1
The Rules Have Changed

7. The Rules Have Changed

9. • Smartphone Penetration rocketed from 19% in 2007 to 84% in 2014.
• 94% of shoppers research products and services on their smartphone.
• 47% now actively engage in Showrooming (viewing products in-store then
buying them elsewhere).
• As of 2015, mobile traffic online has now taken over desktop traffic.
MOBILE TRENDS
Source: Business Insider Australia (2014), Google 2015, Nielsen 2014, eMarketer 2014, PWC 2012, NRF Study (1),
Business Insider Australia (2014)(2), Nielsen (2014)(3)

10. • Online sales topped $15 BILLION in Australia last year and $1
TRILLION worldwide.
• Asia Pacific is the #1 market for eCommerce Sales.
• Online media influences more than 50% of total retail sales.
• Consumers use an average of 10.4 research sources prior to purchase.
ONLINE TRENDS
Source: Business Insider Australia (2014), Google 2015, Nielsen 2014, eMarketer 2014, PWC 2012, NRF Study (1),
Business Insider Australia (2014)(2), Nielsen (2014)(3)

11. • 51% of shoppers now use or want to use in-store kiosks for self-service.
• 60% of smartphone owners said they would use their phone to pay in store
if it meant they didn’t have to line up.
• 51% of shoppers are willing to use mobile shopping tools, but less than 5%
of retailers offer them.
RETAIL TRENDS
Source: Business Insider Australia (2014), Google 2015, Nielsen 2014, eMarketer 2014, PWC 2012, NRF Study (1),
Business Insider Australia (2014)(2), Nielsen (2014)(3)

12. MOBILE TRENDS ONLINE TRENDS RETAIL TRENDS
But while digital is changing the purchase
habits of consumers, over half of Australia’s
businesses have not responded.

13. MOBILE TRENDS ONLINE TRENDS RETAIL TRENDS
But while digital is changing the purchase
habits of consumers, over half of Australia’s
businesses have not responded.
35% of today’s
attendees
DO NOT HAVE
a mobile
optimised site.
!

16. Source: Business Insider Australia (2014), Google 2015, Nielsen 2014, eMarketer 2014, PWC 2012
73% of shoppers still prefer to physically interact with products in store before purchasing.
Only 6.5% of total Australian retail spend is currently online…
That leaves over 93% of
transactions still happening in store.

17. 80%of companies believe they deliver ‘superior experience’.
Slide courtesy of Mash Up.

18. 80%of companies believe they deliver ‘superior experience’.
8%of customers agree.
Slide courtesy of Mash Up.

19. 80%of companies believe they deliver ‘superior experience’.
8%of customers agree.
Slide courtesy of Mash Up.
“Yet only 26% of
companies have a well
developed strategy for
improving the
customer experience.”

20. Adapting to Change
In fact retailers are investing billions to
make their brands eCommerce enabled.
But many are failing to integrate this online
activity into their bricks and mortar retail stores.

22. PART 2
Adapting to Change

23. The New Retail
86% of customers will happily pay
for a better customer experience...
Source: McKinsey (2013; Consumers: Life Online)

25. To create a customer experience that is…
 Faster
 Easier
 Cheaper
 More Personal
Adapting to change

28. PART 3
The Future of Retail

29. The Rules Have Changed

30. The CUSTOMER Pathway to Purchase
One Thing Has Stayed The Same
The RETAILER Pathway to Purchase

31. Omni-Channeling Is The Future

32. The Retail “Store” of The Future
In the
Home
At the
Store
On the
Go

33. The Future of Retail
Creating Connections Along the Pathway to Purchase
• Digital Signage
• Electronic Shelf Labels
• Digital Ticketing
• Location Based Advertising
• Gamification
• Interactive Gaming
• Video Walls
• Touch Screens
• Augmented Reality
• Mobile Apps
• Solution Finders
• Digital Catalogues
• Staff Tablets
• Digital Wayfinders
• Secure Merchandising
• Remote Activation
• Online Ordering
• Mobile Ordering
• Self-Order Kiosks
• Mobile POS Systems
• Mobile Loyalty & Rewards
• Staff Communication Portals
• Staff Training Systems
• Audience Tracking
• Shopper Insights Portals

34. Attract
Mobile Marketing

35. Attract
Mobile Marketing

36. Attract
Digital Signage

37. Attract
Digital Signage
 4% - 50% Increase in Sales
 5% - 15% Increase in Enquiries
 40%+ Increase in Message Recall
 80% Improved Environment & Experience
 35% Reduction in Perceived Wait Times
Source: Digital Signage Today 2014, Lyle Bunn 2014

38. Attract
Digital Signage - Behavioural Influenced Content

39. Attract
Digital Signage - Behavioural Influenced Content

40. Attract
Digital Signage - Behavioural Influenced Content

41. Entertain
Gamification

42. Entertain
Gamification

43. Engage
Solution Finders

44. Engage
Solution Finders

45. Engage
Solution Finders

46. Engage
Solution Finders

47. Engage
Tablet Solution Finders

48. Tablet Solution Finders
Engage

49. Engage
Solution Finders

50. Transact
Self-Service Kiosks

51. Transact
Self-Service Kiosks

52. Transact
Self-Service Kiosks – Through Window

53. Engage
Interactive Dressing Room

54. Transact
Mobile POS

55. Reward
Mobile Loyalty & Rewards

57. Measure
Capture Every Interaction

58. Analyse
Analyse the Data

59. Insights
Build A Customer Profile

60. Target
Change Behaviour

61. Personalising the Offer
• 700% increase in conversion ration versus traditional campaigns
• 72%+ of rewards recipients spend more than the amount of the reward.
• 88% of businesses with loyalty programs are more profitable than their
competitors without.
Source: Deloitte Loyalty Plus Research Study 2013, Capgemini Consulting Digital Shopper Study 2012,
DDB Mcdonalds Netherlands.

62. PART 4
Next Steps

64. Strategy
 Define objectives
 Map your customer’s pathway to purchase
 Identify touch points and explore relevant technology options
 Review ROI
 Provide a detailed technology road map addressing business goals
Solution Design and Prototyping
 Prepare a fully interactive demonstration of the recommended solution
Rapid Pilot Testing
 Build > Measure > Learn > Improve
Next Steps

66. Case Studies

67. Thanks

68. Leon Condon
CEO
Engagis Pty Ltd
The Engagement Lab
Level 12, 213 Miller Street
North Sydney NSW 2060
T +61 2 8039 0651
M 0414 266 366
E leon.condon@engagis.com
W engagis.com
Customer Support 1300 203 810