Presentation from NRF 2019 Retail's BIG Show and NRF Foundation Student Foundation Sherry Egerton, Director of Customer Success - ACEO Retail - 1 Ian Holland, VP, R&D, Professional Services, ACCEO Retail - 1 Scott Pearson, CEO, Curator Retail Consultant

1. The Relation Between Data
and the Customer Experience

3. Today’s Speakers:
Moderator:
Mrs. Sherry Egerton, Director of Customer Success – ACCEO Retail-1
Panel:
Mr. Ian Holland, VP, R&D, Professional Services – ACCEO Retail-1
Mr. Scott Pearson, CEO – Curator Retail Consultants
The Relation Between Data and the
Customer Experience

4. Why is Customer Experience the New
Competitive Advantage?

5. Why is Customer Experience the New
Competitive Advantage?
• It’s not just about offering a better product, a better
price, a better place or even a better promotion.
• Consumers want speed, selection, service,
experience, and price—well…they want it all.

6. Studies have shown that there is a direct correlation
between the customer experience and revenue growth.

7. The message is clear to retailers: Ignore
Customer Experience at your own risk

9. Why is making the connection between
Data and Customer Experience so
important?

10. Why is making the connection between Data
and Customer Experience so important?
Data insight allows retailers to:
• Shift from being reactive to proactive
• Develop a customer experience strategy
• Offer personalized and frictionless service across
all channels

11. How can retailers unlock the power of data to
offer more contextualized and personalized
experiences?

12. How can retailers unlock the power of data to
offer more contextualized and personalized
experiences?
• In order to deliver great customer experiences
technology needs to empower retailers to make
informed and strategic business decisions
• Build a strong technology foundation that will allow
large volumes of structured and unstructured data
across applications and channels

13. How can retailers unlock the power of data to
offer more contextualized and personalized
experiences?
Data needs to be:
• Real-time and unified
• Easily accessible
• Instantly actionable

14. Data insights:
• Drive better business decisions & operations performance
by identifying trends, patterns, and customer behaviour
• Strategic decisions - Improve inventory forecasting, better
assortment of product and availability, optimize supply
chain & fulfillment, CRM, clienteling, machine learning, AI
• Shift from the mindset “Inventory of Product” to “Inventory
of Customer”

15. Why are so many retailers still struggling
to leverage this intelligence?

16. Why are so many retailers still struggling to
leverage this intelligence?
• Customers are a retailers main asset
• Shift from the mindset “Inventory of Product” to
“Inventory of Customer”

17. Retailers struggle to obtain a single view of the customer
from a single integrated source of truth, preventing them
from understanding, predicting and anticipating
customers’ needs.
Fact!

18. Why are so many retailers still struggling
to leverage this intelligence?

19. It is estimated that three quarters of companies are not
able to act on most of the data they collect due to
disjointed systems and data integration issues.
Fact!

20. Customer experience is a journey, not a destination. So
even with a clear vision of what the ideal CX should look
like and a clear CX strategy, you’ll still have to
experiment, measure and learn from what worked and
what didn’t to continuously adapt to customers’ evolving
expectations.
Conclusion

21. • Shift from being reactive to proactive
• Establish unified, clear and real-time data
• Build a customer experience strategy
Actionable takeaways from this session: