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Mark Collin's focus is to respond to the drive towards customer centric and rich omni-channel programme delivery in retail and consumer-facing industries. Since 2011, Mark has headed up the European Retail Practice. This presentation was from the 2014 Retail Congress Africa.
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FRUGAL INNOVATION
for an omni-channel Africa
OVER 20 YEARS OFTHOUGHT LEADERSHIP
…to name a few
• Doug Stephens is one of the world’s foremost
retail industry futurists. He was recently ranked
#9 in Vend’s Top 50 Retail Influencers.
• Doug conducts speaking engagements
globally on retail & consumerism and has
10,000+ followers on Twitter @RetailProphet
www.retailprophet.com
• Author of the ground breaking book,
The Retail Revival: Re-imagining Business
for the New Age of Consumerism.
• Presenting “The Future of the Retail Store”
About Retail Revival
Consumers are ahead of us
6
CONSUMERS
RETAILERS
digital
mobile
social
electronicpayments
personalization
“phygital”
on-demandmanufacturing
MULTIPLEXbrand
experience
IN STORE
CUSTOMER ENGAGEMENT LOOP
9
ONLINE
MULTI-CHANNEL OMNI-CHANNEL
Start End
IN STORE AND ONLINE EXPERIENCE
ONLINE
IN STORE
Entire experience end to end is
delivered through one channel
Customer is able to move from one channel
to another in a defined direction
In both Multi-Channel and Omni-Channel retail there is a
defined start and stop to the customer experience.
MULTIPLEX EXPERIENCE
10
ONLINE
ONLINE
Customer seamlessly moves between channels with the goal of engaging in a
loop without leaving the online or in-store experience
IN STORE
CUSTOMER
ENGAGEMENT
LOOP
N E X T G E N E R AT I O N
RETAIL ARCHITECTURE
A retail solution should not be a big box!
…to build a platform for innovation and evolution.…it should be a combination of discrete capabilities…
Bespoke solutions that are differentiators and offer a business advantage.
Commodity solutions that add value, but don’t differentiate.
…that leverages the right solutions…
ilityFlexibScalabAvailabExtensibREPLACEABILITY
14
Natural / Organic
Grocery Sales
Traditional
Grocery Sales
organic growth rate
MORE THAN 2Xgrowth rate for all food
“IT’S JUST A FAD.”
“The old systems that are
available today are built on
30 years of legacy.”
“This is a brand new platform. We want
this to be that which everybody else is
judged. Someday Whole Foods will say
“I wanted one of those.”
Transforming theSupermarket Experience
