Apresentação em inglês feita pelo CEO da PSFK, Piers Fawkes, sobre o futuro do varejo, durante o Congresso da Abrasce. Leia mais em http://jconline.ne10.uol.com.br/canal/economia/nacional/noticia/2014/09/21/o-futuro-do-varejo-e-movel-e-conectado-146857.php

1. LABS
@PSFK
#FutureOfRetail

2. PSFK’s fourth annual report in a series on
trends in retail will look at the new strategies to
deliver contextual experiences that drive sales.
_ 11 Trends with over 60 best-in-class examples
_ Implications, expert opinions, supporting stats,
For your
Full Copy of the
Report, visit:
psfk.com/future-of-retail
PSFK presents the Future of Retail 2014
www.psfk.com/future-of-retail
and retail concept

3. Trends Timeline

4. Interconnected
Themes From
The Future Of Retail
Data-Driven
Commerce Platforms
Networked
Purchase Path

5. Data-Driven
Commerce Platforms
Sophisticated information systems can enable any
organization to dynamically respond to changes in the
marketplace, develop better tools for customers and
staff and add efficiencies into the shopping experience.
Key Trends:
Data Trading Systems
Real-Time Analytics
Brand API

6. LABS
Trading better shopping experiences
for better customer data.
In today’s marketplace, personal information is a new asset
class. In the same way that your shoppers will pay for quality
so should you. Create an open exchange that demonstrates
that they have value beyond a string of 0s and 1s.

7. LABS
CVS
Pharmacy Chain Updates Weekly
Circulars Based On Shoppers’ Past
Purchases and Preferences
www.cvs.com/extracare

8. LABS
Analyzing the right data in real-time
to generate solutions that can be
implemented across any organization.
Do more with less. Understand what data matters most to
your business, experiment with what works and build your
strategy from there.

9. LABS
Brooks Brothers
Mens Fashion Retailer Uses Rapid
Analytics To Adjust What Customers
See On Their E-Commerce Site
www.brooksbrothers.com

10. LABS
Enabling the wider community to
tap into your data systems to create
an enhanced set of tools.
No one will pay attention to who created it, as long as the
experience is great. Tap into the intelligence of the wider
community by providing the assets and guidance that enable
them to innovate on top of your core offerings.

11. LABS
Nike Fuel Lab
Brand Incubator Challenges
Startups To Use Fitness Tracking
Data In Unique Ways
www.nikefuellab.com

12. Networked
Purchase Path
Key points where a forward thinking retailer or brand
can effectively employ data, connected technologies
and human service to meet the shopper where they are
and anticipate where they will go next, enabling better
interactions at every stage of the sale.
Key Trends:
Omni Point-Of-Purchase Multichannel Customer Service
Adaptive Personalization Instantly Verified
Contextual Support On-Demand Delivery
Connected Relationship Management Community Loyalty

13. LABS
Tapping into shopper impulses by
converting every product interaction
into a purchase opportunity.
Taking a shopper from discovery to checkout is only the
first step. Decide how checkout and fulfillment will work to
ensure the best end-to-end experience.

14. Soldsie
Facebook Posts Turned Into
Virtual Storefronts
www.soldsie.com

15. LABS
Diane Von
Furstenberg &
Google Hangouts
Fashion Video Interview
Lets Viewers Buy Outfits As
They Appear On Screen
www.dvf.com
www.google.com/hangouts

16. LABS
Developing contextual services to learn
shopper preferences over time, generating
tailored results and anticipating future needs.
Your shoppers want to be treated like individuals. Develop
personalized tools and services that build on your shoppers’
previous interactions with your brand or store to add value
to the overall experience.

17. Foursquare
Location-Based Social Network App
Sends Alerts To Nearby Dives And
Diners Based On Past Check-Ins And
Social Recommendations
www.foursquare.com
LABS

18. LABS
Serving up relevant information
to shoppers when and where it’s
needed most.
There is a fine line between welcome information and spam.
Respect your shoppers’ willingness to engage by not
interrupting their shopping trip with messaging that distracts
from their experience.

19. LABS
Estimote Beacon
Hardware Solution Lets
Retailers ‘Program’ Their Stores
To Deliver Specific Information
To Shoppers’ Phones
www.estimote.com

20. LABS
McDonald’s
Restaurant Installs NFC-Enabled
‘Happy Tables’ That Trigger An
Exclusive Mobile Video Game
www.mcdonalds.com.sg

21. LABS
Using shared access to customer
information to bridge the gap between
sales staff and shoppers, helping build
more meaningful relationships.
Just because you have information about your shoppers
doesn’t mean you should use it. Go the final step by helping
them understand how sharing their purchase history and
preferences will lead to a better service experience.

22. LABS
Boston Proper
Online Retailer’s Bricks & Mortar
Stores Allow Customers To Log-In
And Retrieve Preferences To Enable
Better Shopping Experiences
www.bostonproper.com

23. LABS
Providing customer assistance on more
platforms to create more staff
touchpoints and enable interactions
to happen on shopper’s terms.
Communication has evolved beyond face-to-face
conversations and phone calls. Take advantage of the new
channels your shoppers are already using to connect them
with a real person who can offer the service they need.

24. Google Helpouts
Video Service Taps Community
Experts To Provide Users With
Knowledge
www.helpouts.google.com
LABS

25. Amazon Kindle
Tablet Gives On-Demand Support
With The Push Of A Button
www.amazon.com/kindle_fire
LABS

26. LABS
Linking payment systems to verified
shoppers to make transactions more
efficient and secure.
Regardless of the final price, no one really wants to part
with their money. Design platforms or services that help make
the actual transaction feel more personal and enjoyable,
allowing customers to keep their focus on the excitement of
their new purchase.

27. Braintree
Cross-Platform Auto-Fill Partnership
Takes The Tedium Out Of Mobile
Shopping
www.braintreepayments.com
LABS

28. Uniqul
Facial Recognition Software Lets
Shoppers Leave Their Wallets At
Home
www.uniqul.com
LABS

29. LABS
Delivering on the need for convenience
and immediacy by rolling out ‘buy it
now, get it soon after’ services to get
shoppers their purchases more quickly.
In a culture of immediate gratification, waiting is the
hardest part. Meet your shopper’s expectations with multiple
options that allow them to decide the most convenient
method for receiving their purchase. Ensure that you sync
all available inventory across your channels to optimize cost
and availability.

30. LABS
Kate Spade
Saturday
Women’s Fashion Retailer Opens
24hr Shoppable Store Windows,
Promises One-Hour Delivery
www.saturday.com

31. LABS
Tying rewards to participation in a
wider community to provide lasting
benefits to both brands, retailers and
their customers.
Status and recognition are worth more than points and
discounts. Reward your community of shoppers for sharing
and participating in the activities that are meaningful to them
and make sense within the broader context of your store or
brand. Where possible leverage existing networks rather than
starting from scratch.

32. The Hunt
Social Game Turns Strangers Into
Altruistic Personal Shopping
Community
www.thehunt.com
LABS

33. Volkswagen
Driving App Challenges Drivers To
Have More Fun On Road Trips
www.smiledrive.vw.com
LABS

34. LABS
KEY TAKEAWAYS
Find Time To Set The Pace
Be Accommodating At Every Step
Use Customer Data To Create Digital Services
Create Channel Agnostic Experiences
Deliver Frictionless Transactions
Use Technology To Deliver The Human Touch
Build A System Of Love
Access Data Anywhere

35. Interconnected
Themes From
The Future Of Retail
Data-Driven
Commerce Platforms
LABS
Networked
Purchase Path

36. PSFK’s fourth annual report in a series on
trends in retail will look at the new strategies to
deliver contextual experiences that drive sales.
_ 11 Trends with over 60 best-in-class examples
_ Implications, expert opinions, supporting stats,
For your
Full Copy of the
Report, visit:
psfk.com/future-of-retail
PSFK presents the Future of Retail 2014
www.psfk.com/future-of-retail
and retail concept

37. LABS
@PSFK
#FutureOfRetail