Closing The Consumer Expectation Gap: Enabling Mobile POS

Closing(the(Consumer(Expecta4on(Gap:((

Enabling(Mobile(POS(

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Panelists&

Debbie Hauss Editor-in-Chief

Retail TouchPoints

MODERATOR

Todd Berner VP- Retail Solutions Zebra Technologies

Nick D’Alessio Global Practice Leader – Retail

Zebra Technologies

CLOSING THE CONSUMER EXPECTATION GAP

ENABLING MOBILE POS

Zebra Confidential

THE RETAIL INDUSTRY IS CHANGING… A LOT

•  To survive and grow, we must focus on the retail customer, and how we enhance the shopping experience and drive efficient store operations

•  We must continually re-evaluate how our business succeeds, and adapt to change

•  “Decline can be avoided. Decline can be detected. Decline can be reversed” -Jim Collins

Zebra Confidential

>76%

year over year growth in the number of mobile users utilizing their phones to access retail sites.

46% use mobile to research prices before making a purchase.

of consumers report that a digital brand experience has changed their opinion (either positively or negatively) about a brand or the products and services a brand offers.

65%

rely on social networks to guide purchase decisions.

74%

THINGS ARE CHANGING AND RETAILERS ARE TRYING TO CATCH UP

Zebra Confidential

Technology Adoption Growth

Enhanced Connectivity

Social Influence

New Technologies

Connected Consumer

A NEW BREED OF SHOPPER HAS EVOLVED:

THE CONNECTED CONSUMER

Zebra Confidential

Omni-Channel Integration

Capitalize on Social with Demonstrated ROI

Leverage Mobile to Drive Sales Retailer Reality

THESE CHANGES CREATE A NEW RETAILER REALITY

Exploding Volumes of Customer Data

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RESULT: CONSUMER EXPECTATION GAP

Consumer Expectations

Retailers’ Reality

"  Ability to interact with retailer anywhere anytime

"  Personalized shopping experience

"  Consistent experience across channels

"  Informed store associates available to help

"  Digital access to self-service, when wanted

"  Dated or non-existent wireless infrastructure

"  Antiquated POS and inventory systems

"  Fragmented experiences across channels

"  Staffing pressure with no real time access to information

"  Inflexible analog in-store environment

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Attract new customers

Convert them to buyers

Keep them coming back

Maintain profitability

Reduce risk

Unique customer insights

Efficient operations Storefront & back office

While maintaining focus on the retail fundamentals:

RETAILERS MUST CLOSE THE CONSUMER EXPECTATION GAP THROUGH:

Personalized customer engagement

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Integration & Implementa-tion Services

Strategic Application

Software Enabling Hardware

MOBILE POINT OF SERVICE ENABLES PERSONALIZED CUSTOMER ENGAGEMENT

•  Requires real solutions – not just point products

•  Has two sides to the solution set: •  Customer enablement – i.e.

•  Mobile payment •  Comparison shopping •  Coupons

•  Retailer empowerment •  Mobile payment acceptance •  Assisted selling •  Flexible store layout •  Lower capital investment

Zebra Confidential

WHY SHOULD RETAILERS CONSIDER MPOS NOW?

•  Migration to EMV is creating urgency for merchants to upgrade payment acceptance technology (U.S. specific)

•  Consumer adoption of smartphones and rise of mobile wallets is propagating the popularity of mobile transactions (and raising shopper expectations)

•  Shift of revenue to eCommerce channels is forcing brick and mortar retailers to innovate to combat showrooming and create a differentiated experience by emphasizing live customer service and reducing friction at checkout

•  Continued movement away from cash currency coupled with a heightened awareness of fraud risk places pressure on field service providers to accept payments real time and on-the-go, without having to lift credit card information

•  As commerce moves toward omnichannel, so do business analytics, consumer apps, and marketing campaigns; payments complete the cycle.

Zebra Confidential

ZEBRA COMMERCE ZEBRA’S RETAIL SOLUTION STACK

•  Zebra Commerce™ brings hardware, software, & services together to meet customer’s retail & commerce needs

•  The solution addresses four key areas: Customer Engagement, Operational Efficiency, Management Insight, and Mobile Payment

Engagement Efficiency

Services Insight Payment

Zebra Commerce

Hardware

Software Integrate & Customize

Zebra Confidential

ZEBRA COMMERCE APPS: SET THE STAGE FOR ALIGNMENT

Shoe Locator /

Item Locator

PCK-E Kiosk

17

Price Management

Shipping/ receiving

Stock Room Mgr

Escorted Shopper

Cycle Counts

Returns / MOS

Mobile Payment

Zatar LinkOS

ESL (Display Data /

ZBD)

Location Mobile Usage

Mobile POS (Checkout)

Delivery

Mobile Payment

Zebra Confidential

ZEBRA COMMERCE - EFFICIENCY

Application Suite •  In-Store Mobile Productivity •  Improve Price Control

including Activation •  Improve Inventory Accuracy

and Availability •  Implement Specialty

Solutions Services • Migrate Legacy Mobility

Solutions •  Integrate with Multiple IT

Systems • Ongoing Level 3 Support

•  Mark-Downs •  Price Activation •  Re-ticketing •  Price Changes

•  Cycle Counts •  Receiving •  Transfers •  MOS

•  Price Checker •  Gift Registry •  Store Ordering •  Alerts •  Proof –of-Delivery

•  Picking •  Put-away •  Location Mgmt

Zebra Confidential

ZEBRA COMMERCE - ENGAGEMENT

• Engagement Solutions –  Assisted Selling with Sales Suggest

•  Upsell •  Recommend

–  Item Search •  In-store inventory •  Endless Aisle

–  Sales Request / Locator / Shoe Locator

•  Task Manager to Manage & Pick Stock Room Product & Bring to Customer

–  Electronic Shelf Tags / Digital Signage (ZBD Investment)

•  Sales Suggest •  Item Search •  Sales Request (Locator) •  Shoe Locator •  Mobile Checkout / POS

•  ESL / Digital Signage

Zebra Confidential

HARDWARE

Credit Card Payment Hardware

ZEBRA COMMERCE - MOBILE PAYMENT

Mobility Applications

SOFTWARE

Receipt Printing

HARDWARE

Mobile Payment Gateway

SOFTWARE

20

SERVICES

• Integration • Customization • Maintenance

• Customer Service • Project Mgmt • Key Injection

Zebra Confidential

• Domain Expertise –  in Retail –  in Mobility

• Breadth of Solutions – Efficiency, Engagement, Insight, Payment • Experience in Integrating Legacy Systems • Hardware Agnostic

–  Mobile Computing –  Payment hardware

• Attacked Payment as a Solution –  Allows merchant to maintain existing banking relationships –  Built for MSR to EMV - credit and pin debit

• Secure –  Payment: PCI-PTS application, EMV Level 2 kernel –  Applications: SSL 128bit for core apps

•  Lower TCO– not cost effective to create & maintain these applications from scratch

WHY CUSTOMERS BUY ZEBRA COMMERCE

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