Taking Retail to a New Frontier LIVE VERSION ME
Taking Retail to a New Frontier
Paving the way for a new customer experience
Becoming a digital retailer
• Reduces risks and can grow
• Increases your sales while maintaining an excellent
• Scales your business at
• Makes the customer the
central focus of every aspect
of your business
Powerful customer experiences can build long-lasting, trusted, and personalized relationships with shoppers. This fits perfectly with the goal of today’s retailer becoming omnichannel business.
"The MENA e-commerce market is expected to grow to $7.5 billion by 2020 according to Euromonitor. While there is much opportunity, this will also be a time of intense competition and the need to differentiate through customer experience''
VP Danny Karam, Booz Allen Hamilton MENA
Crossing the boundaries of digital and physical retail environments, retailers are seeking new ways to reach customers while maximizing profitability and competitiveness.
Digital transformation is radically reshaping the way companies do this. It’s no longer an option for retailers to digitally transform - it’s a
How do you provide the right information at the right time in the right place in the
In this e-book, you'll see how you can transform your strategy for next-generation retail.
The four ingredients for a successful digital transformation:
- Enhance mobile customer experience
- Increase workforce productivity
- Enable effective cybersecurity
- Harvest more analytics from big data
Develop your digital roadmap
Digital transformation is happening in the Middle East today in every industry. Research from the Global Center for Digital Business Transformation, an IMD and Cisco initiative, shows that 40% of the top industry incumbents will be displaced within five years.
"As measured by digital consumer adoption, Bahrain, Qatar, and the United Arab Emirates are among the top countries in the world, with more than 100% smartphone penetration and more than 70% social-media adoption—even higher than in the United States."
– Mckinsey study on Middle East - Oct 2016
The evolution of the digital customer in retail
The dawn of the digital economy is poised to radically reshape the way companies do business.
To succeed in this new economy, retailers must create a unified strategy, across every channel, to develop and optimize compelling digital transformation experiences. And because emerging trends are also driving many internal changes — including workforce productivity and store operations — successful digital transformation must include strategic investments in agile, dynamic technologies that extend across every area of the business.
As the line between physical and digital interactions becomes increasingly blurred, expectations continue to grow. Your ultimate success or failure hinges on making the customer the central focus of every aspect of your business.
The retail environment changes as you read.
We see that shopping centers are trying to develop a lasting experience with their customers, not through their shopping, but by transforming malls into entertainment centers where the shopping experience revolves around it.
Retailers who have already embraced a digital platform in their businesses will be able to reduce risks and react quickly to market dynamics and maintain steady growth through a digital economy.
Shifting customer experience
Some of the essential attributes of customer experience in today’s digital world include:
Relentless new competition
A unique customer-centric approach can differentiate your retail experience in light of the new competition, including:
- Subscription-based business models*
- Peer/sharing economy**
Increasing cyber threats
Dynamic changes in retail led by digitization also creates more opportunities for the cybercriminals. Retail is a major target for breaches. Customers will reconsider using a company if it fails to keep their data safe.
- 68% of CIOs in the Middle East struggle to maintain cybersecurity
- 40% of CIOs see an increase in sophistication in attacks
The Four Ingredients For a Successful Transformation
The 4 ingredients for a successful digital transformation:
1. Enhance mobile customer experiences
2. Increase productivity of sales associates
3. Enable effective cybersecurity
4. Harvest more analytics from big data
1. Enhance customer experience across all channels
- Create a journey that is connected, personal, and consistent. Effortless omnichannel shopping experiences, to increase brand value
- Customer-defined mobile interactions. Intelligent technology that learns, predicts, and engages on a customer-by-customer basis. Learn more
Innovation helps you have a much better engagement with your customers. Watch innovation in action
"At Harrods, we are always looking to inject innovation into our store, and this includes through the latest use of technology. There's a lot of intelligence behind the solutions that we provide that can be a game changer for us."
Head of IT Service Delivery, Harrods
Get case study
Agility helps you manage branches efficiently and effectively, for a faster go to market. See how technology helps you become more agile.
Explore networking solutions for retail
2. Increase workforce productivity
To deliver a better digital experience, your employees must be as connected as your customers. Digital technology empowers a sales associate on the floor to become a trusted concierge — equipped to help customers with real-time inventory information, product specifications and personalized recommendations.
Moreover, digital technology yields better trained, better supported, and a more satisfied workforce who remain on the job for longer. Learn more about the day in the life of a digital employee.
Workplaces are going digital. Team productivity relies on working smarter, faster, and more collaboratively.
You’re always looking for ways to enhance the in-store experience. You want to amaze your customers. You want to make your brand shine. You want to empower sales associates to deliver more to customers – and the bottom line.
"Using video builds stronger relationships between team members and improves quality of communication.”
– Nick Parece
Lead VoIP Engineer, Cimpress
Get case study
3. Manage risk with cybersecurity
The Gulf Cooperation Council has stated that cybersecurity spend is set to grow to USD 1 billion by 2018, according to Gartner. Retailers today are at the forefront of the cybersecurity battle. Payment security remains a priority.
The consequences for a retail security breach are severe. Not only does news of customer data theft expose customers to the risk of fraud, it can damage a company’s brand, erode the trust of consumers, and negatively impact stock prices.
View Infographic about cybersecurity for retail
Watch the video to see how Cisco gives you the most effective cybersecurity to protect your business against the bad guys
4. Harvest analytics using big data
As a retailer, you're trying to figure out how to best use the massive amounts of data generated in your business. Ensure your data center covers four tenants. These four elements will support cost reduction, deployment time, customer and organization safety, real-time decision taking, and the ability to innovate and push new services to
Your data center is a success factor. It doesn't matter if you run a big or small operation, this is the heart of the business. The ability to unlock hidden value within your data is vital to being competitive. Data-driven companies are positioned to be successful disruptors. Download the IDC whitepaper to learn more about the business value of Cisco's unified computing systems as an integrated infrastructure for big data.
“We are partnering with Cisco to drive retail to new levels of innovation. This is the region in the world that we feel best allows us to exploit new technologies. It is unacceptable to us that our competitors have taken the lead in the past years; the Cisco partnership will enable us to surpass them and stay in front.”
Denise Taylor, Global CIO, Westfield
Managing diverse sets of data and technologies is a challenge. It's crucial to use an integrated infrastructure for big data and analytics.
Learn how your data can work for you
Phygital is the Way Forward
Customers Are Phygital – Brands Should Be, Too
Phygital: blending the physical and digital to enhance the physical experience with a digital element.
• Consumers in the Middle East are using their mobile phone to search for retailers' nearest stores and to navigate to them via Google Maps and Waze
• Using their mobile phones to make payments in stores and to purchase online
• Ordering their Uber and Careem taxis via an App
• Consumers are using guest Wi-Fi in stores
Redefining the retail experience
No matter where you look, you’ll discover a different buying experience in stores. Smartphone touches are replacing credit card swipes. As a retailer, you want to move seamlessly between the physical and digital world. Explore a new world of integrated architectures and make your customer experience shine.
Online or offline stores alone won't make you a success. You need a new strategy. At the heart of phygital lies technology. How do you plan, design, and deploy the technology to bridge the boundary between physical and digital? How do you achieve customer satisfaction and meet your business goals?
The 3 foundational layers to start your transformation
Start with having the right IT infrastructure. Make sure you can scale without complexity. Secure your infrastructure and private data of your customers. Drill down into data for business insights and growth prediction. Develop mobile customer experience to engage shoppers everywhere.
The power of right Wi-Fi
Granular location, dwell-time analytics, real-time asset tracking, inventory visibility, easy guest Wi-Fi and single management solution.
Identify new business offerings and unique customer capabilities that you can provide with minimal changes. Increase workforce productivity and maximize skills with digital collaboration. Optimize store layouts.
Proactive security preserves customer trust
Threat research monitoring, network segmentation, known threat signatures, end-to-end encryption, contextual information, and physical security.
Bring together IT innovators and marketing leaders to define competitive digital-led business models. Explore best-in-class digital technology to deepen customer experience, differentiate services, and outperform your competitors.
Go deeper into the future
The Internet of Things, Artificial Intelligence, proximity marketing and location analytics, network automation, integrated applications, global collaboration platforms, and more.
Cisco is invested in your success. We're focused on delivering an end-to-end technology platform that will enable your digital transformation, helping you connect, engage and optimize your operations - in store and online.
Partner with Cisco to start your success in your next evolution. Cisco's technology platform lays the foundation for your retail transformation. We connect the dots for you - so you can leverage the power of digital retail.
5 Routes to Realizing Digital Value in Retail (Short Guides)
Transform Shopper Experiences with a Digital Foundation
Cisco 2017 Annual Cybersecurity Report
Cisco Retail website
Cisco Retail Facebook page
Cisco Retail Twitter
Cisco Retail Blog