Sphere No.43 (Oct 2017)

“Technological innovation opens up opportunities to enhance the customer experience.” Bobby Ho Head of Group IT Asia, A S Watson Group SPHERE #43 2017 23 in a backroom storage area while shelves go empty. Extending the reach of the tech further will see the real-time information automatically inform reordering needs to ensure that hot products don’t disappear off the shelves at times of shoppers’ greatest interest. After all, it’s about keeping the shelves stocked. This tech is expected to play a role in the staff-free stores of the future, but while small tests have been run in outlets in the US and China, no one has really cracked the code of purely staff-free stores. HUMAN TOUCH Mr Ho explains that in many stores, people want the interaction and shopping advice that people bring. He cites the beauty and wine businesses as two segments of the retail group’s business that remain high touch. That touch is important, but here, technology can help again. Marionnaud, in France, has staff working with iPads with custom apps to quiz consumers andmake recommendations using the app’s suggestions, blended with the sales staff’s expertise. The technology doesn’t replace people, but instead helps them. Andrew Ma is the retail group’s Head of eLab Technology, Asia. He’s optimistic that in the future, people may be able to come into a store and, under the guidance of trained professionals, experience products using AR (augmented reality) and VR (virtual reality). While VR is famous for the LOREM COVER >> ASW uses advanced technologies to analyse and track their products in store so that shelves are kept fully stocked and customers are provided with the most current information. Inaccurate price Out of stock Missing promotion details