From Frictionless to Human Centric Retail
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The document discusses moving retail from a frictionless, merchant-centric model to a more human-centric approach. It advocates listening to customers and focusing on their emotional experiences, not just transactions. Small improvements in customer experience can lead to large gains over time. Retailers should aim to compete in customers' minds by addressing both visible and invisible needs through trust, belonging, discovery and delight. The goal is a new relationship where customers feel connected to retailers through personalized engagements and frictionless shopping.
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![Restricted 息 2019 FUJITSU
Growth. Profit. Revenue.
InditexAmazon Primark
What do these three retailers have in common that is uncommon elsewhere in retail?
Typical response to attention when asked from a store manager:
What is your target? To be more productive.
Why do you aim at it? To meet our targets.
What is the goal? To be more productive.
How do you know you have been productive? Weve met our targets.
[Answer = how they are led]](https://image.slidesharecdn.com/retailexpertsessionfromfrictionlesstohuman-centricretail2019-11-06gko-200102120524/85/From-Frictionless-to-Human-Centric-Retail-5-320.jpg)
![Restricted 息 2019 FUJITSU
Frictionless
shopping
More digital but feels more human
Merchant-centric
retail model
Human-Centric
retail model
Store-centric
retail model
Customer experience
is key [but we
measure performance]
The ability for retailers to
build meaningful, personal
engagements on human
level has never been greater
Increase attractiveness of stores and brands
Build engagement around context and intent
Make the lives of customers easier
Eliminate frictions to buying at every step
Discover and deliver on pockets of opportunity
Use right momentum to increase sales
Build a culture that responds to human needs](https://image.slidesharecdn.com/retailexpertsessionfromfrictionlesstohuman-centricretail2019-11-06gko-200102120524/85/From-Frictionless-to-Human-Centric-Retail-10-320.jpg)
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2. For IT service providers to become cloud service providers, it requires changes to their business models, operations, and technical architectures. They must decide whether to build their own cloud infrastructure or work with external cloud providers.
3. The document proposes that Fujitsu's PRIMEFLEX for OpenStack is a flexible, cost-effective and scalable open source cloud platform that can allow service providers to offer Infrastructure as a Service, Platform as a Service and Software asIoT tietoturva terveydenhuollossa, 2017-03-21, gko
IoT tietoturva terveydenhuollossa, 2017-03-21, gkoGlen Koskela
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The document discusses the vulnerabilities and security challenges faced by the healthcare sector in relation to IoT and medical devices, highlighting the increasing threat of cyber attacks, including ransomware. It emphasizes the importance of implementing stringent cybersecurity measures, risk assessments, and compliance with regulatory standards to protect sensitive patient data and ensure safety in medical environments. The document also notes the need for collaboration and resource investment to enhance the security of interconnected healthcare systems.Stories of digitalization, 2017 05-09, gko
Stories of digitalization, 2017 05-09, gkoGlen Koskela
油
The document discusses the evolution of digitalization across various industries, noting four key waves: the internet, mobile internet, IoT, and AI/robotics. It emphasizes the importance of successful digital transformation to avoid disruption from high-tech competitors, encouraging a shift from traditional business models to ones that leverage digital capabilities for efficiency and value creation. Various case studies illustrate the application of digital technologies in fields such as healthcare, manufacturing, and agriculture, highlighting their potential to optimize processes and enhance customer experiences.Artificial intelligence (wo video), 2017 05-23, gko
Artificial intelligence (wo video), 2017 05-23, gkoGlen Koskela
油
The document discusses the transformative potential of artificial intelligence (AI) in improving healthcare delivery, enhancing clinical decision-making, and personalizing patient care. It highlights various applications of AI technology, such as analyzing medical data to identify health risks, automating patient monitoring, and improving drug discovery processes. The overall aim is to integrate AI into healthcare systems to enhance patient outcomes while addressing the growing demands of modern healthcare.Technology innovation through AI
Technology innovation through AIGlen Koskela
油
The document discusses the potential of AI in modernizing legacy systems and enhancing business operations by automating, optimizing, and predicting events based on existing IT data. It highlights the necessity of integrating AI into application development for improved customer insights, efficiency, and decision-making across various sectors including healthcare, manufacturing, and urban infrastructure. Additionally, it emphasizes the use of advanced technologies like machine learning, IoT, and big data analytics to tackle complex challenges and enhance service delivery.Human centric innovation and digitalization
Human centric innovation and digitalizationGlen Koskela
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1) The document discusses how everything is becoming increasingly connected through networks, creating new opportunities but also necessitating transformation across industries.
2) Digital disruption can undermine previously successful business models by shifting entire markets, so digital transformation is important for companies to avoid being "ubered."
3) The car industry is highlighted as one undergoing transformation, with questions around who will control various digital aspects and customer interfaces in the new landscape.IoT-hype into practical implementations
IoT-hype into practical implementationsGlen Koskela
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The document discusses several examples of practical IoT implementations from healthcare, retail, manufacturing, and other industries. It summarizes solutions like using sensors and analytics to improve aircraft inspection and maintenance, monitor environmental factors in hospitals and farms, increase workforce efficiency in utilities, and optimize retail store operations through in-store analytics. The key benefits highlighted are improved processes, actionable insights, customer experience, productivity and the ability to develop new business models in a hyperconnected world.Testbeds as enabling digitalization and innovation for health
Testbeds as enabling digitalization and innovation for healthGlen Koskela
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The document discusses the role of testbeds in driving digitalization and innovation in healthcare by providing a collaborative ecosystem for stakeholders to develop and validate new solutions. It emphasizes the need for a patient journey strategy rather than just a digital strategy and highlights the importance of testbeds in fostering real-world experimentation. The paper also addresses challenges such as resource allocation and the need for testbeds to continuously evolve to remain effective.Internet of Things
Internet of ThingsGlen Koskela
油
The document discusses the transformative potential of the Internet of Things (IoT) with a focus on how it merges physical and information worlds, leading to new business processes and efficiencies. It highlights the emergence of numerous smart devices that will play significant roles in everyday life and business transactions, enabling more predictive and analytical capabilities. The implications of this transformation include economic and policy changes, driven by an increasing demand for high-quality services from various sectors.Security in the Era of Big M2M Data
Security in the Era of Big M2M DataGlen Koskela
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The document discusses security challenges related to big machine-to-machine (M2M) data. It notes that machines are increasingly collecting data about all aspects of life and business. This data collection will have huge impacts and allow new insights, but it also raises privacy and security issues. Effective security measures are needed to safeguard personal data while still allowing useful insights from big data analytics.Ad
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From Frictionless to Human Centric Retail
- 1. RESTRICTED 息 2019 FUJITSU Fujitsu Forum Retail Expert Sessions
- 2. Restricted 息 2019 FUJITSU From Frictionless to Human-Centric Retail Speaker: Glen Koskela, EMEIA Retail CTO Fujitsu
- 3. Restricted 息 2019 FUJITSU Reduce your distance to your customers CC BY 2.0 photo credit: Hern叩n Pi単era https://www.flickr.com/photos/hernanpc/8417046803/ What business goal do you want to achieve? What do you mean by omnichannel? What do you mean by customer experience? Most customer journeys are an illustration of retailers functional organization, presented in some consumer language
- 4. Restricted 息 2019 FUJITSU Stop dehumanizing retail So how do I serve the customers? Listen. A customer comes to the store to obtain a product. All we need to do is deliver. Any additional motion or word is waste of time. What about developing trust and familiarity so that they return? Besides, our marketing will send them emails and they can to talk to our chatbot. (laughs) No, No, No. Limit the amount of energy required to render safe that brief awkward interaction with the customer. Just let them go about their own business. We have our smartphones, we get social after the customer has gone.
- 5. Restricted 息 2019 FUJITSU Growth. Profit. Revenue. InditexAmazon Primark What do these three retailers have in common that is uncommon elsewhere in retail? Typical response to attention when asked from a store manager: What is your target? To be more productive. Why do you aim at it? To meet our targets. What is the goal? To be more productive. How do you know you have been productive? Weve met our targets. [Answer = how they are led]
- 6. Restricted 息 2019 FUJITSU Net leadership attention
- 7. Restricted 息 2019 FUJITSU Culture of leaders and ownership everywhere CC BY 2.0 photo credit: Nguyen Hung Vu https://www.flickr.com/photos/vuhung/8095592977 Leadership A small pool of people with the knowledge and skills to maintain focus, cohesion and strategy as well as keep driving it forward Staff on the shop floor and in back office Essential in providing quality of service, replicating the culture and ethos which a store becomes known for People who can replicate the skills and culture of the business across multiple sites as retailer grows
- 8. Restricted 息 2019 FUJITSU Marginal gains at work 1 year of being 0.1% worse every day 1 year of being 0.1% better every day 0.999 365 = 0.69 1.001 365 = 1.44 Over twice as good in just one year Think of your project or programme that could deliver exponential improvement.
- 9. Restricted 息 2019 FUJITSU Retail needs to become emotional Made me feel special Showed that they really cared Took care of problem personally Nothing about price, efficiency, or cost. CC BY 2.0 photo credit: https://www.flickr.com/photos/aryaziai/9739828346/ When people are asked for their best experiences as customers, answers are
- 10. Restricted 息 2019 FUJITSU Frictionless shopping More digital but feels more human Merchant-centric retail model Human-Centric retail model Store-centric retail model Customer experience is key [but we measure performance] The ability for retailers to build meaningful, personal engagements on human level has never been greater Increase attractiveness of stores and brands Build engagement around context and intent Make the lives of customers easier Eliminate frictions to buying at every step Discover and deliver on pockets of opportunity Use right momentum to increase sales Build a culture that responds to human needs
- 11. Restricted 息 2019 FUJITSU New relationship between shopper & retailer Connect people Draw customer journeys, customized persona maps Implement smart touch points based on frictionless shopping Connect data Use information in a way that is beneficial to consumers Convey personal information to business operators in a trustworthy form Connect machines Create stores where customers are able to enjoy convenient experiences Disassemble the retail value chain, reorganize functions that can be automated and those performed by people Connect value Work with a variety of players to connect consumer needs and deliver them as a set of services Continuously provide values that meet the lifestyles of consumers through collaboration with new partners Connect future Play a role in solving social issues using digital technologies as a tool
- 12. Restricted 息 2019 FUJITSU Compete in the mind of the human Informed Know what Im getting Uninformed Dont know what Im getting Visible need I know why I want it Good/Low Price Convenience Assurance Advice Listening Trust Identity Belonging Reassurance Surprise Discovery Delight Invisible need I just want it
- 13. Restricted 息 2019 FUJITSU Q & A