Today's retailers labor under a consumer expectation gap between what buyers demand and what retailers can actually deliver. This presentation will show retailers how to use solutions such as Mobile POS to close that gap and deliver a true omnichannel experience. During the presentation, Nick D’Alessio and Todd Berner discussed the trends driving this gap, how retailers are coming up on short on delivering expected value, and how they can use existing solutions to close the gap.

1. Closing(the(Consumer(
Expecta4on(Gap:((
Enabling(Mobile(POS(
WEBINAR&&
SPONSORED&BY&
#mPOS&

2. Panelists&
Nick D’Alessio
Global Practice Leader – Retail
Zebra Technologies
Todd Berner
VP- Retail Solutions
Zebra Technologies
MODERATOR
Debbie Hauss
Editor-in-Chief
Retail TouchPoints
#mPOS&

3. CLOSING THE
CONSUMER
EXPECTATION GAP
ENABLING MOBILE POS

4. 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
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5. THINGS ARE CHANGING AND
RETAILERS ARE TRYING TO CATCH UP
65% >76
%
46%
use mobile to
research prices
before making a
purchase.
74%
rely on social
networks to guide
purchase
decisions.
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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.
year over year
growth in the
number of mobile
users utilizing their
phones to access
retail sites.

6. A NEW BREED OF SHOPPER HAS EVOLVED:
THE CONNECTED CONSUMER
New Technologies
Social Influence
Enhanced Connectivity
Technology Adoption Growth
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Connected
Consumer

7. THESE CHANGES CREATE A NEW RETAILER
REALITY
Omni-Channel Integration
Capitalize on Social with Demonstrated ROI
Retailer
Reality
Leverage Mobile to Drive Sales
Exploding Volumes of Customer Data
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8. RESULT: CONSUMER EXPECTATION GAP
Consumer
Expectations
Retailers’
Reality
" Ability to interact with retailer
anywhere anytime
" Dated or non-existent wireless
infrastructure
" Personalized shopping
experience
" Antiquated POS and inventory
systems
" Consistent experience across
channels
" Fragmented experiences across
channels
" Informed store associates
available to help
" Staffing pressure with no real
time access to information
" Digital access to self-service,
when wanted
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" Inflexible analog in-store
environment

9. RETAILERS MUST CLOSE THE CONSUMER
EXPECTATION GAP THROUGH:
Personalized customer
engagement
Unique
customer insights
Efficient operations
Storefront & back office
While maintaining focus on the retail fundamentals:
Attract new
customers
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Convert them
to buyers
Keep them
coming back
Maintain
profitability
Reduce
risk

10. MOBILE POINT OF SERVICE ENABLES
PERSONALIZED CUSTOMER ENGAGEMENT
•
Requires real solutions – not just point products
Enabling
Hardware
•
Strategic
Application
Software
Has two sides to the solution set:
•
Customer enablement – i.e.
• Mobile payment
• Comparison shopping
• Coupons
• Retailer empowerment
•
•
•
•
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Mobile payment acceptance
Assisted selling
Flexible store layout
Lower capital investment
Integration &
Implementation Services

11. 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.
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13. ZEBRA COMMERCE
ZEBRA’S RETAIL SOLUTION STACK
Hardware
Zebra
Commerce
Integrate &
Customize
Software
• 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
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Engagement
Efficiency
Payment
Insight
Services

14. ZEBRA COMMERCE APPS:
SET THE STAGE FOR ALIGNMENT
Stock Room
Mgr
Shoe
Locator /
Item
Locator
Returns /
MOS
Cycle
Counts
Escorted
Shopper
Shipping/
receiving
Mobile
POS (Checkout)
Mobile
Payment
Delivery
Price
Management
PCK-E
Kiosk
ESL
(Display Data /
ZBD)
Mobile
Payment
17
Zatar
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LinkOS
Location
Mobile Usage

15. 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
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•
•
•
•
Mark-Downs
Price Activation
Re-ticketing
Price Changes
• Picking
• Put-away
• Location Mgmt
•
•
•
•
Cycle Counts
Receiving
Transfers
MOS
•
•
•
•
•
Price Checker
Gift Registry
Store Ordering
Alerts
Proof –of-Delivery

16. ZEBRA COMMERCE - ENGAGEMENT
• Engagement Solutions
•
•
•
•
•
Sales Suggest
Item Search
Sales Request (Locator)
Shoe Locator
Mobile Checkout / POS
• ESL / Digital Signage
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– 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)

17. ZEBRA COMMERCE - MOBILE PAYMENT
HARDWARE
Receipt
Printing
SOFTWARE
SOFTWARE
HARDWARE
Mobility
Applications
Mobile
Payment
Gateway
Credit Card
Payment
Hardware
SERVICES
• Integration
• Customization
• Maintenance
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20
• Customer Service
• Project Mgmt
• Key Injection

18. WHY CUSTOMERS BUY
ZEBRA COMMERCE
• 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
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19. Thank&you&for&a9ending!&
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