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TECH SUPPLIER Mar 2019 - Conference Proceeding: Tech Supplier - Doc # DR2019_T7_LH

How Experiential Retail Inspires Customer Experience Innovation

By: Leslie HandVice President, IDC Retail Insights

Abstract

These event proceedings were presented at the IDC Directions conferences in Santa Clara and Boston in March 2019.

Digitally transforming and innovating for the consumer are table stakes in retail. IDC's research confirms that most retailers no longer question if customers shop differently and that retailers clearly recognize the importance of delivering a seamless omni-channel experience through any channel, but retail leaders stand apart by embracing disruption and multiplying innovation. Experiential retailers that continuously innovate consumer experience (CX) never settle for "good enough" and instead strive for "best" experiences, providing inspiration for how all industries may improve CX. Experiential retailers are creating connected future store and omni-channel experiences that leverage a myriad of technologies. Using examples from retail initiatives, Leslie Hand highlights how this year's disruptive technologies ultimately become tomorrow's fabric of experiential retail. Technologies discussed include cloud, the data core, the edge, automated checkout, the digital shelf, voice-enabled assistants, natural language processing, marketplaces, hyper-personalized and/or contextualized engagement, payments, augmented reality (AR), virtual reality (VR), robotics, IoT, mobile, and the fundamental underpinnings of retail innovation. She discusses how retailers are multiplying innovation, disrupting their own businesses, and inspiring CX innovation everywhere.


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