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Retail Mobile Technology: The Great Untapped Opportunity

Retail Mobile Technology: The Great Untapped Opportunity

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 Summary: In this Special Podcast Zebra Technologies and Diebold Nixdorf come together to discuss how retail is being disrupted on multiple fronts while trying to meet demanding consumer expectations. Retailers need to simultaneously transform their it landscape ensure high availability, align well-orchestrated staff processes and offer the ultimate consumer experience across all channels all while trying to keep profitable. Retailers are investing in mobility solutions to ensure satisfying and safe consumers and staff journeys. Related Content:  https://retailexperience.store/ Related Links: LinkedIn Profiles - Jerry Langfitt Philippe Dauphin Mark Thomson DieboldNixdorf.com Zebra Technologies Transcription:  Jerry Langfitt (00:16): Hello everyone. Thank you for joining us today. I'd like to welcome. Today's guest Philippe Dauphin VP global retail solutions from Diebold Nixdorf. Philippe Dauphin (00:25): Thanks Jerry and thanks for the invite I am happy to be here. Jerry Langfitt (00:29): And also from Zebra Technologies, Europe, Mark Thomson, director, retail, and hospitality. Thank you for joining us today, Mark Mark Thomson (00:36): Jerry. Thanks for the welcome thanks for having me. I am very happy to be here to talk about where retail is right now. Jerry Langfitt (00:45): Great. Let's dive right in. Retail is being disrupted on multiple fronts while trying to meet demanding consumer expectations. Retailers need to simultaneously transform their IT landscape ensure high availability, align well-orchestrated staff processes and offer the ultimate consumer experience across all channels all while trying to keep profitable. Retailers are investing in mobility solutions to ensure satisfying and safe consumers and staff journeys. Philippe let's dive in. What are the latest trends you see happening in the retail industry? Philippe Dauphin (01:20): Yeah, I see three major trends. I'm not sure that they are new, there were there but, but they are more of use since the COVID. The first trend is really this necessity, you know, to combine the online and the offline. So we just cannot go ahead having silos if they want to be really consumer centric. This is a major, the first trend. The second one, to create some new consumer journeys and adapt. The third trend, there is a huge opportunity to digitalize some staff journey’s to bring more efficiency and in this context mobility will definitely be important. Jerry Langfitt (02:06): That's really interesting. Philippe, Mark, what do you think? Mark Thomson (02:10): Well, I can't help but agree with Philippe. And I think for me, the main driver of change actually is the consumer retailers need to be very clear about the expectations and the relationship that they have with their target customers and how those are changing. And, and it's the customer very much. Now that is demanding changes in the way that we allow them to shop. I guess technology is also an important factor here because is in a sense enabling that change, that could be anything from mobile technology, changing the way retailers get access to information. So customers, but also the ability for us as shoppers to get online and to have access to online and e-commerce shopping. So technology and customer behavior, both converging to dry some change. And Phillip is right. COVID has certainly accelerated that. But most of this is, is changed. That was already happening prior to COVID; COVID is just shine a spotlight on it. Jerry Langfitt (03:12): That's a great perspective Mark. Now, from the retailer's perspective, how do you see them embracing this transformation? What are the steps they're taking? How are they reacting to this? Mark Thomson (03:22): It's a good question because they are they're reacting differently. They're not all reacting in the same way. It's a, it's an industry like, like any others as an all industry is that there are pioneers and there are laggards. However, when you get a, a worldwide change or shock to the system, like COVID over the last 12 to 18 months, what happens is some of those laggards, unfortunately fall by the wayside because COVID and the pandemic took no prisoners. But what we're saying for the more pioneering retailers is what they're doing is they're actually accelerating transformation strategies. And some of them the best in my opinion, are the ones where they're involving not just the IT teams, because transformation doesn't start with IT. It actually starts with the whole business. And they're involving people from multiple departments from IT, HR loss prevention, as well as store operations and things like, I guess an example might be project to empower staff in the store with more access to technology or that that involves store operations. It clearly involves IT. There's potential for it to evolve HR in terms of the information that staff might have access to, etc. So what were certainly seeing and the conversations we're having with retailers is ...

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