A walk in customers’ and store associates’ shoes
Sunday, January 14, 2018 marked the beginning of “The Big Show,” otherwise known as the National Retail Federation (NRF) tradeshow. Thousands of retailers and attendees from 95 countries converged in New York City to learn about the newest innovative solutions that are transforming the retail industry.
At previous year’s events, much of the focus was on the customer experience. While customer experience continues to be a point of emphasis, at the 2018 event, there was more of a concentration on helping store associates work better and faster.
Supporting Today’s Workforce
I continue to hear from our retail customers about a pressing need for solutions that address the workforce. Store associates are essential to the success of retail organizations, enabling experiences that help brick-and-mortar stores compete with giants like Amazon.
Giving employees the right tools can increase productivity and communication between the workforce and allow retailers to realize a return on investment of in-store infrastructure. At NRF 2018, WWT collaborated with partners including Cisco, Apple, Tulip, Phunware and others to showcase a complete digital retail experience for both the customer and employee.
The Toy Box Experience
WWT spent our time in Cisco’s Toy Box, where visitors could choose to act as either a customer or store associate. Throughout the fully functional retail store, they had access to a wide range of engagements including self-checkout and scan-to-return features, workforce communication, assisted selling, wayfinding and personalized push notifications.
With a productized store associate experience, users could demo product lookup, checkout and discovery of a customer’s purchase history. WWT integrations enhanced the productivity for the employee by incorporating wayfinding to a product’s location, as well as voice and video capabilities between associates.