Packaged Goods
Artificial Intelligence

Smart Moves in CPG: The Tangible Benefits of Intelligent AI

In the competitive world of Consumer Packaged Goods (CPG), intelligent AI isn't just another buzzword—it's rapidly becoming essential. Advanced AI, smart AI solutions, and predictive analytics are helping brands tackle some of their toughest challenges. If you're in the CPG industry, leveraging intelligent AI means gaining a tangible edge over your competition. Let's explore how.


Battling Supply Chain Nightmares with Intelligent AI

Ever faced delays or inaccuracies that disrupted your entire operation? You're not alone. Supply chain complexities frequently haunt the CPG industry. A small error can cascade into massive logistical nightmares, leading to lost revenue and unhappy customers.

Intelligent AI provides real-time analytics and predictive insights. Imagine knowing disruptions in advance. With AI-driven forecasting, you can adapt faster, reduce waste, and improve inventory accuracy. That means happier customers and fewer headaches.


Tackling Sustainability Demands

Consumers today don't just care about products—they care about sustainability. Is your brand struggling to keep up with rising eco-friendly demands?

Intelligent AI helps businesses track their environmental footprint with precision. From optimizing packaging to reducing waste, AI-powered analytics identify the most impactful improvements. Brands leveraging intelligent AI are not just meeting sustainability goals—they’re exceeding customer expectations and enhancing brand loyalty.


Personalizing Customer Experiences

Have you ever struggled to truly understand your customers? Generic marketing campaigns won’t cut it anymore.

Intelligent AI harnesses consumer data to create highly personalized experiences. Predictive AI identifies buying patterns, preferences, and potential purchasing triggers. Imagine your marketing precisely resonating with customers at just the right moment. Intelligent AI transforms customer data into actionable insights, delivering tangible boosts in customer engagement and sales.


Overcoming Data Overload

CPG companies often drown in data. But having massive amounts of data without actionable insights creates frustration rather than advantage.

Intelligent AI efficiently processes vast data streams, extracting meaningful insights. Instead of sifting manually through endless data, AI highlights clear trends, opportunities, and risks. This means quicker decision-making, smarter strategies, and tangible competitive advantages.


Intelligent AI: Common Concerns and Misconceptions

While intelligent AI sounds promising, common misconceptions still persist:

  • Too Expensive? Initial investments may seem daunting, but long-term savings and efficiency gains quickly offset these costs. In fact, many intelligent AI platforms now offer scalable pricing models. Small and mid-sized companies can start small, testing AI in one area (like inventory forecasting) before expanding its use across the organization.
  • Complexity? You might assume AI systems require large IT teams to manage them. Not true anymore. Many AI platforms today are cloud-based, user-friendly, and designed for business users, not just data scientists. With drag-and-drop dashboards and plug-and-play integrations, onboarding AI can be faster than expected.
  • Data Privacy Risks? With privacy regulations like GDPR and CCPA, security is a valid concern. Fortunately, most intelligent AI solutions are built with compliance in mind. They offer end-to-end encryption, access controls, and robust auditing capabilities. Transparent data practices are becoming the norm—not the exception.
  • Will It Replace Jobs? Another concern is automation leading to job loss. But in CPG, AI often augments rather than replaces. It automates repetitive tasks—like data entry or demand forecasting—freeing up teams to focus on creative, strategic work. Think of intelligent AI as an assistant, not a replacement.
  • Is It Only for Tech Giants? Not anymore. Thanks to SaaS platforms and industry-specific AI tools, companies of all sizes can tap into intelligent AI. There are now purpose-built AI solutions for CPG, tailored to challenges like retail analytics, trade promotion optimization, and shelf space forecasting. You don’t need an in-house data science team to benefit.

Understanding and addressing these concerns early can help your team move forward with clarity. The key is choosing the right vendor, starting with clear goals, and measuring performance as you go.


AI in Action: Real-Life Examples (Just a Glimpse!)

Without spoiling too much (you'll want to hear our keynote for more!), consider brands leveraging intelligent AI for tangible wins:

  • Major beverage companies use intelligent AI to optimize supply chain efficiency, drastically reducing downtime.
  • Global food brands use AI-driven consumer insights to develop new products that precisely match market desires.
  • Snack manufacturers leverage AI to track competitor pricing in real-time and adjust promotions accordingly.
  • Personal care brands use AI to monitor social media sentiment and respond quickly to customer concerns.

These examples are just a teaser. The real excitement comes from discovering exactly how intelligent AI can transform your unique challenges into measurable successes.


Conclusion: Intelligent AI is the Future of CPG

Intelligent AI offers CPG businesses clear, measurable benefits. From supply chain improvements to enhanced sustainability, personalized marketing to streamlined data analysis—AI is transforming pain points into competitive advantages.

Curious about what comes next? Join us at the Intelligent Thinking AI Summit 2025 for the keynote "Intelligent AI: Measurable Wins for the Future of CPG" and discover how leading brands are turning innovation into real-world impact. Secure your spot now and explore how intelligent AI can shape your business's next big move.


POST EVENT CONCLUSION:

Intelligent AI offers CPG businesses clear, measurable benefits. From supply chain improvements to enhanced sustainability, personalized marketing to streamlined data analysis—AI is transforming pain points into competitive advantages.

Curious about what comes next? Watch the keynote "Intelligent AI: Measurable Wins for the Future of CPG" from the Intelligent Thinking AI Summit 2025 and discover how leading brands are turning innovation into real-world impact. Stream the replay now and explore how intelligent AI can shape your business's next big move.


For additional articles on AI, IoT, and emerging technology, visit the Tech Scope Connect Content Hub.


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Marketing & PR

Customer Touchpoints Explained: How Every Interaction Shapes Your Brand

Every interaction a customer has with your brand—known as customer touchpoints—shapes their overall experience and influences their relationship with your company. These interactions occur everywhere, including your website, social media, customer support, and even automated messages. Getting customer touchpoints right is crucial for building loyalty and driving sustainable business growth.


What Exactly Are Customer Touchpoints?

Customer touchpoints are moments when customers engage with your brand across different channels and stages of their journey. Common touchpoints include:

  • Browsing your website
  • Interacting with social media posts
  • Opening marketing emails
  • Receiving customer support
  • Viewing advertisements
  • Experiencing product packaging
  • Engaging with online reviews

Each touchpoint contributes to the customer's perception, directly impacting their willingness to remain loyal to your brand.


Why Do Customer Touchpoints Matter?

Businesses often overlook the significant impact of consistent, high-quality interactions. Poorly managed touchpoints can result in problems such as:

  • Confusing Brand Image: Different messaging across platforms leaves customers uncertain about your identity and values.
  • Missed Sales Opportunities: Neglecting minor interactions might cost you potential sales and future engagement.
  • Damaged Reputation: Ignoring customer feedback or complaints can severely damage your reputation online and offline.

Improving touchpoints ensures each interaction leaves a positive impression, encouraging ongoing customer engagement and brand advocacy.


Common Challenges and Practical Solutions

While every business aims to deliver exceptional customer experiences, many face hurdles managing customer touchpoints effectively. Here are some frequent challenges and actionable strategies to overcome them:

Fragmented Customer Experiences

Customers today interact through multiple platforms and channels. When each channel offers a different experience, it creates confusion and frustration, weakening customer trust and loyalty.

How to fix it: Implement an omnichannel strategy using integrated CRM and marketing automation systems. Ensure messaging and branding remain consistent across all platforms. Train your staff regularly so they understand how to provide a seamless experience.

Lack of Personalization

Generic interactions can make customers feel ignored and undervalued. Today's consumers expect personalized experiences tailored to their preferences and previous engagements.

How to fix it: Leverage data-driven tools to offer personalized recommendations, content, and messages. Segment customers based on their behaviors and preferences to deliver targeted interactions that feel meaningful and relevant.

Slow or Ignored Customer Feedback

Failing to promptly address customer feedback can create dissatisfaction and a sense that your business doesn't value customer opinions.

How to fix it: Set up automated feedback tools to quickly address customer concerns. Regularly communicate changes made based on customer feedback, demonstrating your commitment to improvement and building stronger customer relationships.


The Benefits of Enhancing Customer Touchpoints

Improving your approach to customer touchpoints can deliver substantial benefits:

  • Boost Customer Loyalty: Positive, consistent interactions encourage repeat business and reduce customer churn.
  • Strengthen Your Reputation: Exceptional experiences generate more positive reviews and recommendations, enhancing your brand’s credibility.
  • Gain Better Customer Insights: Monitoring touchpoints reveals valuable insights about your customers’ preferences, helping refine your strategy and spur innovation.
  • Drive Increased Revenue: Satisfied customers tend to spend more and more frequently, directly boosting your bottom line.


Trending Now: AI and Automation in Touchpoints

Businesses increasingly rely on artificial intelligence (AI) and automation to enhance customer interactions. Tools such as chatbots, automated emails, and AI-driven personalization are rapidly transforming how brands manage touchpoints. Advanced analytics further help predict customer behaviors, enabling proactive engagement.

By integrating AI, your business can provide timely, relevant interactions, meeting customer expectations more efficiently and effectively.


How to Start Optimizing Your Touchpoints Today

  • Perform a Touchpoint Audit: Identify every customer interaction point to understand where improvement is needed.
  • Gather Meaningful Customer Feedback: Conduct surveys or listen closely to customer reviews to pinpoint what your audience values.
  • Adopt an Omnichannel Approach: Deliver consistent experiences across all channels by integrating your communications and systems.
  • Leverage Technology: Use customer data platforms and machine learning to personalize and enhance your customer experiences.
  • Train and Empower Employees: Ensure your team understands the critical role they play in delivering exceptional customer experiences at every touchpoint.


Conclusion

Customer touchpoints are pivotal in defining your brand's success. Each interaction significantly influences how customers perceive your business, directly affecting their loyalty and ongoing engagement. Prioritizing consistent, personalized, and responsive customer interactions strengthens your brand’s reputation, enhances loyalty, and drives long-term growth.

If you're ready to elevate your customer interactions and grow your brand, contact us today for expert guidance on optimizing your customer touchpoints.


FAQ

What are the most commonly overlooked customer touchpoints?

Often overlooked touchpoints include product packaging, transaction emails, and interactions on third-party review sites. These subtle interactions greatly impact overall customer satisfaction.

What is the ideal frequency for auditing customer touchpoints?

Businesses should perform detailed touchpoint audits annually and regularly review key interactions quarterly to maintain consistent customer experiences.

Can small businesses effectively manage multiple customer touchpoints?

Absolutely. Small businesses can manage multiple touchpoints by leveraging affordable automation tools, prioritizing key interactions, and maintaining consistent messaging across fewer, high-impact channels.

How do customer touchpoints directly influence customer loyalty?

Each interaction shapes customers' perceptions and emotional connections to your brand. Positive, consistent touchpoints build trust and encourage long-term loyalty.

What role does personalization play in optimizing customer touchpoints?

Personalization ensures interactions resonate with individual customers, making them feel valued. This relevance increases engagement and satisfaction across various touchpoints.

Which metrics best reflect customer touchpoint effectiveness?

Metrics such as Net Promoter Score (NPS), customer satisfaction scores, retention rates, and customer lifetime value (CLV) effectively gauge touchpoint success.

Are automated touchpoints as effective as human interactions?

When executed well, automated touchpoints like AI-driven chatbots and personalized emails can significantly enhance efficiency and consistency, complementing human interactions effectively.

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Lead Generation

Streamlining Business Operations: The Power of CRM Integration

CRM integration has become a pivotal tool for businesses aiming to streamline their operations. In an era where efficiency and data-driven decision-making are paramount, integrating Customer Relationship Management (CRM) systems with other business tools is more important than ever. Whether you are a small business or a large enterprise, it offers a centralized platform that can significantly enhance productivity and customer engagement.

With the growing complexity of customer interactions and the need for seamless data flow between departments, understanding the basics and benefits of CRM integration is crucial for any organization looking to stay competitive.


The Basics: What is CRM Integration?

CRM integration involves connecting your CRM system with other business applications, such as marketing automation tools, email platforms, or ERP systems. This integration allows data to flow seamlessly between systems, providing a unified view of customer information and interactions. (Jitterbit)

By integrating your CRM with various business tools, you can:

  • Improve Data Accuracy: Eliminate manual data entry and reduce errors.
  • Enhance Collaboration: Ensure that all teams have access to the same customer information, fostering better teamwork.
  • Automate Processes: Streamline repetitive tasks, freeing up time for more strategic activities.


The Benefits: Driving Efficiency and Growth

Integrating your CRM with other business systems offers numerous benefits, transforming how you manage customer relationships and business processes.

  • Centralized Data Management: It provides a single source of truth for all customer-related information. This consolidation reduces the risk of data silos and ensures that everyone in your organization is on the same page.
  • Improved Customer Experience: With integrated systems, you can offer a personalized customer experience. From targeted marketing campaigns to efficient customer service, CRM integration helps you respond to customer needs in real time.
  • Increased Productivity: By automating tasks such as data entry, lead scoring, and reporting, your team can focus on high-value activities that drive business growth. According to a study, companies with fully integrated CRM systems report a 29% increase in sales productivity.
  • Better Decision-Making: Access to comprehensive customer data allows for more informed decisions. You can analyze customer behavior, track sales trends, and predict future needs more accurately.


The Latest Trends: What’s New?

The landscape of CRM integration is evolving rapidly, with new technologies and approaches enhancing its capabilities.

  • AI-Driven CRM Integration: Artificial Intelligence is transforming how businesses use CRM systems. AI can automate customer service responses, provide predictive analytics, and even suggest next-best actions based on customer behavior.
  • Omnichannel Integration: Modern customers interact with businesses across multiple channels. Integrating your CRM with social media, e-commerce platforms, and customer support tools enables a seamless omnichannel experience, ensuring that every customer touchpoint is captured and managed effectively.

These trends are reshaping how businesses leverage CRM systems to gain a competitive edge, making it an exciting time to explore CRM integration.


Conclusion: Embracing the Power of CRM Integration

Incorporating CRM integration into your business operations can be a game-changer, providing a unified view of customer data, enhancing team collaboration, and driving better business outcomes. As technology continues to advance, the potential for it will only grow, making it a vital component of any modern business strategy.

If you're looking to enhance your customer relationship management and optimize your business processes, contact us to learn more about CRM integration and how it can benefit your organization.

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automated marketing
Marketing & PR

Unlocking Growth: How Automated Marketing Can Transform Your Business


In today’s fast-paced digital landscape, businesses are constantly seeking innovative ways to stay ahead of the competition. One such innovation is automated marketing, a powerful tool that can significantly enhance your marketing efforts, streamline processes, and ultimately drive growth. This blog will explore the fundamentals of automated marketing, its benefits, common misconceptions, and how you can implement it to transform your business.


Understanding Automated Marketing

Automated marketing involves using software to automate repetitive marketing tasks. These tasks can include email campaigns, social media posting, ad management, and more. By automating these processes, businesses can save time, reduce errors, and focus on more strategic activities. At its core, it aims to create a more efficient and effective marketing strategy, enabling businesses to engage with their audience in a personalized and timely manner.


Why It’s a Game Changer

1. Efficiency and Productivity

Automated marketing allows businesses to perform tasks more quickly and efficiently. By automating routine tasks, your marketing team can focus on higher-level strategic planning and creative work, increasing overall productivity.

2. Enhanced Customer Experience

With automated marketing, you can deliver personalized content to your audience at the right time. This targeted approach helps in building stronger relationships with your customers, as they receive relevant information based on their behavior and preferences.

3. Improved Data Management and Insights

Automated marketing tools often come with robust analytics capabilities. These tools can track and measure the performance of your campaigns, providing valuable insights into customer behavior and campaign effectiveness. This data-driven approach allows for continuous optimization and better decision-making.


Debunking Myths about Automated Marketing

1. "It's Only for Big Businesses"

One common misconception is that automated marketing is only suitable for large corporations with substantial budgets. However, automated marketing solutions are scalable and can be tailored to fit businesses of all sizes. Small and medium-sized enterprises can also benefit greatly from automation, achieving significant returns on their investments.

2. "Automation Lacks Personalization"

Another myth is that automated marketing results in generic, impersonal interactions with customers. On the contrary, automation enables more personalized communication by leveraging customer data to deliver customized messages and offers. This personalization can enhance the customer experience and drive engagement.

3. "It's Too Complicated to Implement"

Some believe that implementing automated marketing is a complex and daunting task. While it does require one to put in some time and effort at the beginning, many user-friendly platforms and services are designed to simplify the process. With proper planning and support, businesses can seamlessly integrate automated marketing into their existing operations.


Getting Started

1. Assess Your Needs and Goals

Begin by identifying the specific needs and goals of your business. Determine which marketing tasks would benefit most from automation and how automation aligns with your overall marketing strategy.

2. Choose the Right Tools

Research and select automated marketing tools that best suit your business requirements. Consider factors such as ease of use, integration capabilities, and cost. Popular options include HubSpot, Marketo, and Mailchimp.

3. Plan and Execute

Develop a detailed plan for implementing automated marketing. This plan should include timelines, responsibilities, and key performance indicators (KPIs) to measure success. Once your plan is in place, execute it systematically, monitoring progress and making adjustments as needed.

4. Train Your Team

Ensure that your marketing team is well-versed in using the new tools and understands the benefits of automation. Provide training and resources to help them adapt to the changes and maximize the potential of the marketing tools.


Conclusion

Automated marketing has the potential to revolutionize your business by improving efficiency, enhancing customer experiences, and providing valuable insights. By understanding the basics, and recognizing the benefits, you can confidently embark on your journey to automating your marketing efforts.

Ready to transform your marketing strategy? Contact us today to learn how automated marketing can propel your business to new heights.


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Retail marketing
Retail Technology

Omnichannel Retailing: Why Retailers Need to Transition to the Bricks-And-Clicks Business Model

A new retail model has emerged based on a hybrid of physical and digital sales known as "bricks-and-clicks". This concept has helped diminish market perceptions that the era of the brick-and-mortar store is over. The booming popularity of online shopping has been so disruptive that traditional retailers have decided to embrace the direction of modern consumer shopping trends. The offline-online hybrid store model is giving physical retailers a new life.


Reasons for Becoming a Bricks-and-Clicks Retailer

This new "click-and-mortar" business model is steadily gaining adoption by traditional retailers for multiple reasons. Despite declining in-store sales in 2020 due to the pandemic, many shoppers showed up in physical establishments based on internet research.

E-commerce purchasing accounted for about 12 percent of retail sales in 2020. This market segment can be further broken down into "buy online, pick up in-store" (BOPIS) and "ship-from-store" sales. In 2019, over 75 percent of Canadian holiday shoppers conducted online research with a mobile app as part of their purchasing process.

It's clear that consumers aren't about to stop using smartphones as part of the shopping experience. Since that's the case, physical retailers have a choice to make if they want to remain in competition with online retailers.


Bricks-And-Clicks Retailer Transformation

Since there are so many marketing channels available now to businesses, smaller companies may want to focus on specific channels. Larger companies are more likely to have adequate resources for venturing into widespread omnichannel marketing. Here are some of the channels used in the bricks-and-clicks space.

  • Online Storefronts - It's easy to set up professional online storefronts with existing platforms such as Shopify, Big Commerce, and WooCommerce. These sites provide tools and templates, although they require plenty of customization to avoid looking generic. Remember that mobile users, who are the most ready-to-buy shoppers, expect a mobile-friendly experience. Content must look clear on small screens.
  • Social Media Pages - One of the most powerful commercial uses of social media is brand building. Social media also allows for digital transactions with buyer and seller tools, as well as customized campaigns. The number of retailers using social media in the past decade has grown from below 20 percent to over 33 percent.
  • Third-Party Marketplaces - Amazon, eBay, and various other online marketplaces allow you to tap into existing markets of online shoppers. Listing products on these platforms can help move sales on a global level. These popular platforms bring millions of buyers and sellers together to potentially move products more quickly than other channels.
  • Comparison Shopping Engines - Similar to third-party marketplaces, comparison shopping engines allow consumers to compare prices and find the best deals. You can sell your products on these platforms through Google Shopping, PriceGrabber, and similar sites to compete in the comparison of products.

In order to maximize multiple channels in your marketing, you'll need to set up your backend operations for big data collection, which will generate plenty of analytics. You can then use the data to analyze the customer experience so you can make adjustments to your campaigns accordingly.


Bricks-and-Clicks Success Stories

Online stores have grabbed the headlines in recent years, so many physical establishments are responding by going more digital. Adopting a hybrid model is becoming more common. Here are a few merchants that have successfully transformed to selling online and offline:

  • Lammes Candies - Based in Austin, Texas, this candy store chain has five physical stores, each connected with e-commerce. In order to get an edge over the increased competition, it was vital for the brand to present itself with a modern interactive website. The brand has attracted interest by emphasizing relevance and authenticity in its content.
  • TYLER’S - Launched in 1978, this Tyler, Texas-based retailer has evolved from specializing in tennis and running products to aiming for a broader market. The brand now encompasses apparel, footwear, and accessories available in its nine Texas locations. Tyler's has sustained its market by enhancing the customer experience via social media retargeting on Facebook and Instagram. Other improvements have been made on navigation, search, email marketing, and fraud protection.


Conclusion

Transforming into a bricks-and-clicks operation can add new customers and longevity to your retail business. Owners must make sure the appropriate technology and tools are in place so that both store personnel and customers have a seamless experience that allows for physical and digital sales. This new model is already visible in the market and is setting new standards for retail.


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5G in Retail
Retail Technology

Significant Ways 5G Technology Will Transform Retail

Traditional physical stores are increasingly adapting to build more modernized environments. During the pandemic, digital transformation in retail has accelerated, meaning the industry is changing at a rapid pace.

In order to survive this evolving landscape, retailers, and particularly brick-and-mortar businesses, must transform to survive. Here's a look at what 5G will do to the retail industry in the coming years.


Strengthening Retail Operations

It's clear that 5G will be a game-changer for retailers to gain competitive edges over those that don't use it.

In terms of retail operations, a major advantage of 5G is its ability to help retailers manage the backend of their businesses through the widespread roll-out of IoT solutions that can help create more efficient operations. This is because a 5G connection can support more devices than 4G, while maintaining the same download speeds and latency.

The main revolution will be digital transformation of infrastructure so that companies have hybrid capabilities for serving both online and in-store shoppers. It will also improve the accuracy of real-time inventory tracking and give customers instant product information and reviews on their mobile devices.


Enhancing Customer Experiences

Beyond improving business operations, 5G can also help accelerate the use of emerging technologies that enhance the customer experience, including:

  • Augmented Reality (AR) - Physical objects and sensory perception can now be enhanced digitally with AR interactivity. This is where the real world and digital world meet. AR allows retailers to overlay virtual images on real-world scenes.
  • Virtual Reality (VR) - VR allows a user to be completely immersed in the digital realm while shutting out the physical world by wearing a headset. Retailers can use VR to give customers personalized video demonstrations of products and services.
    Mixed Reality (MR) - As a hybrid of virtual reality and augmented reality, MR allows physical and digital objects to coexist in real-time. It is ideal for visual marketing. MR takes retailers to a level of offering 3D interactive content for customers to learn about products and services.
  • In-Store Experience Augmentation - The use of augmentation in retail stores will allow customers to experience products and services in meaningful ways before they purchase them. Retailers can enhance customer experiences by using augmentation to notify salespeople or virtual shopping assistants when customers make requests for information or images of a product.
  • IoT Sensors - IoT sensors allow for facial recognition, a technology that helps retailers identify customers who enter their establishments and also helps document shoplifters through video. IoT sensor solutions will also be able to track orders in the supply chain and improve shipments to proper locations on time. Additionally, IoT sensors can help cut waste, track inventory in real-time, and streamline operations.
  • Integrated Advanced Analytics - Having access to a wealth of data about customers will allow retailers to offer a more customized experience for each shopper. Machine learning technology will help sort through structured and unstructured data on customers to provide recommendations.
  • NextGen Digital E-commerce - Modern e-commerce systems are being designed to improve the customer experience by facilitating various payment systems through wearables. It can potentially eliminate the need for point-of-sale checkout lines.

Even with the closing of physical stores around the country, the use of 5G in retail can help save brick-and-mortar businesses that embrace it. Since 5G will provide broader bandwidth and much higher transmission speeds, the internet will become a more seamless experience without latency. This means that retailers can capitalize on utilizing 5G to improve how their businesses operate, while innovating creative ways to use technology to make the shopping experience more enjoyable and seamless for customers.


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smart retail
Retail Technology

Introducing the Smart Retail Revolution into Smart Cities

Smart technology has gained plenty of attention in recent years, paving the way for retailers to upgrade the brick-and-mortar shopping experience. Local governments are adopting smart city concepts for new digital infrastructures while retailers have quietly embraced IoT sensors that monitor the customer journey. Here are ways smart retailing inspired by smart city development will impact consumers.


How Retail Can Learn from Smart Cities

The concept of smart retail is a subset of smart cities with similar goals of establishing an interconnected ecosystem that improves physical processes with analytics. Retail management platforms are steadily integrating with IoT and AI technology to enhance the customer experience, as well as internal processes. Local governments and utility companies have already pioneered the smart city paradigm that has led to more efficient operations and deeper connections with the community.

Smart cities include digital parking meters and traffic control monitoring devices that connect with the internet to allow for real-time analysis of traffic conditions. Traffic officials can use this information to make rerouting decisions due to accidents, bad weather, or road conditions. Machine learning technology can recommend alternate routes in a matter of seconds. Retailers can use this model to evaluate patterns in their in-store foot traffic, learning which displays get the most attention.


Understanding Smart Retailing

At the core of smart retailing is a mobile app that connects the store with customers. Once customers download the app, they can stay connected with the store; the same way homeowners constantly remain connected with their utility provider through an app that monitors energy consumption. A useful store app can keep customers updated on store deals and other offerings based on their purchasing history.

Smart shops are essentially physical stores that embrace smart technology to create a more compelling and diverse customer experience. These stores are increasingly becoming integrated with digital catalogs and other visual resources that provide deeper insights on products for customers.

Technologies such as virtual reality (VR) and augmented reality (AR) are blurring the lines between the digital and physical worlds. Collectively, all this new technology contributes to a smart ecosystem.

The store app serves as a digital doorway into the brand. It can serve the same function a website does, providing a convenient resource to quickly answer customer questions. Smart shops can be automated with interactive displays, driven by AI software that embodies facial recognition. Self-service checkout currently is one of the more common smart retailing strategies.

Here are two major trends currently revolutionizing the retail industry:

  • Need for Simplified Organizational Processes - Retailers can use smart technology to refine and simplify organizational processes. Machine learning software can study mountains of data to detect system inefficiencies in seconds. The technology can further be used to improve communication within the organization and among customers. Retail management should consider a modern customer relationship management platform that provides an easy-to-read dashboard and integrates with data-gathering devices.
  • Discovering Seamless Ways to Sell - Smart technologies can help improve the sales funnel and connect the customer more closely with the product. Since experiencing the product is the most crucial part of the customer journey, retailers should explore virtual options alongside other ways to make the checkout process more seamless. Thinking beyond traditional physical limitations is the key to maximizing the emerging strategies of smart retailing, allowing for more mobile-friendly experiences.


Conclusion

The future of physical retail stores will depend on how smart retail develops within the constantly evolving world of smart cities. This modern retail vision builds from the increasing popularity of mobility and the need to create more personalized experiences for customers. The internet has overshadowed brick-and-mortar stores by providing solutions through clicks. In order for physical stores to compete, they must connect more with customers on a personal level through smart technology. Ultimately, the presence of connectivity at scale in smart cities will allow retailers to drive conversion by attracting and engaging with customers at the right time, in the right location, and with the right media.


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smart retail
Retail Technology

Smart Retail and Consumer Demand Drive Conversion in 2021

Over just a few months in 2020, consumers accelerated the retail technology vertical by several years. Remote work and contactless living massively disrupted buying habits and inventory demands as retailers scrambled to accommodate the explosion of online orders. It's been a steep learning curve, but consumers have quickly adapted to the convenience of online shopping, and retailers are recognizing the competitive benefits of using automation and IoT technology.


Convenience Beats Low Prices

The use of IoT technology in retail is creating new ways of attracting customers with conversion strategies that weren’t available a decade ago. The saturated world of online shopping means that loyalty is no longer tied to prices and products. 97% of consumers have abandoned a purchase because the service wasn't convenient enough, showing that e-commerce needs to compete on more than price. If retailers are to be successful, then their next frontier will be creating and building loyalty through engaging customer experiences.

As consumers have become more digitized, they have developed a different relationship with physical stores than previous generations. Additionally, shelter in place and social distancing measures have significantly increased the demand for retail experiences that minimize in-store proximity to other people. Between physical stores, websites, social media, and mobile apps, more channels and technologies are available to drive customer conversion than ever before.


Click and Mortar Business Models

In the future, stores will behave like websites, and websites more like stores. The challenge for retailers and distributors is to decide which technological solution is the most appropriate for their needs. Retailers will need to engage with customers whether they show up in-person or online and do a better job than the competition. Many new retail automation technologies are emerging to fill this need and enable the future of retail.

Retail Technology Applications:

  • Product History
  • Loyalty Rewards
  • Remote Management
  • Product Reordering
  • Brand Protection
  • Loss Prevention
  • Personalized Recommendations
  • Inventory Management

Every company's approach to automation will be different based on the staff's level of technical sophistication. So the best strategy is to design your customer experience, then add technology to enhance it. One of the fastest growing service areas is Buy Online Pick Up in Store (BOPUS), also known as “click and collect.” It provides customers the convenience of shopping online with the speed of picking up in-store or curbside from the safety of their vehicle. Multiple solutions can be addressed using IoT and automation technology to help retailers create a frictionless customer experience.


Hyper-Personalization

Modern consumers expect companies to know their individual needs and personalize their experience. Retailers who can provide these experiences through technology will have higher customer satisfaction rates to drive loyalty and return visits.

In order to customize experiences, retailers will need to keep track of customer behavior. Data on what they purchase, when, and how often allows retailers to address customer needs proactively. The ability to simulate alternative decisions with AI and study high volumes of data to predict the best outcome with machine learning creates the feedback loops that power personalization at scale. When customers share things about themselves, it allows retailers to make better product recommendations, and project inventory needs with greater accuracy to prevent supply chain bottlenecks.


Store Associates Wanted

As technology automates more retail activities, we will see an evolution of the store associate. With less mundane tasks to complete, there will be room for creating new roles and cross-training to perform other in-store activities around customer service or picking online orders. Up skilling will also be necessary for stores using augmented reality shopping tools and newly implemented POS systems.

Store associates are the greatest asset to in-store sales because having great associates helps drive customer loyalty. People like one-on-one relationships, and smart retailers know they can never underestimate the value of human interaction. More retailers will start to turn their focus in-house, making sure employees are passionate about the company and more engaged to provide that exceptional customer experience.


Looking Forward

The future of customer service will be proactive rather than reactionary. Previously, more emphasis was placed on using data to learn what happened in the past, which was important for operations and budgeting. Unfortunately, demand volatility has prompted new ways of doing business that require taking a holistic rather than a historical view to anticipate customer behavior. In the new retail environment, the focus will shift to predictive metrics that can be used to influence business decisions in marketing, management, and product development.

What do the experts have to say about the future of retail? Find out by joining our webinar Rethinking Retail with IoT on Thursday, January 21, 2020.


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5G technology
Networking

Innovating with Enterprise: How Telecom Plans to Recoup 5G Investments

The telecom industry has held its own for over 100 years through several disruptions. Today, the next level of development revolves around the promises of the internet of things, 5G, and their potential to generate new revenue streams. Embracing these new technologies can allow telecom operators to remain profitable in a world that has left behind old revenue streams around long-distance calling and text message charges, to become an exclusive world of unlimited data.

Everyone is racing to have the most robust 5G network, but much of the ROI remains wrapped up in potential rather than solid business cases. Compared to places like China and South Korea, it is considerably more time consuming and costly to rollout 5G small cell infrastructure in the US. One research firm projects that mobile service providers will collectively spend nearly US $57 billion on the rollout of 5G through 2022.

There are plenty of challenges that come with the costly rollout and implementation of 5G networks. First, there is the need to identify millions of locations for infrastructure. Next, companies must work with city officials to acquire permits for every one of the millions of identified locations. Even after installation, a number of operational costs remain to lease, deploy and maintain sites containing the small cell technology. With all these challenges, there is growing concern around the small profit margins that will come with these new ultra-fast networks.


The Road to ROI

To recover a significant return on investment, network operators need to develop new revenue streams beyond just access charges for internet services. There is an increasingly pressing need for network operators to create new products and more monetization models to stay profitable.

Will users be willing to pay more for 5G services? Even though the ability to download an HD move in 5 seconds or enjoy a smooth AR/VR gaming experience is beneficial, it is not an immediate need for consumers. When thinking about the technology adoption curve, most consumers usually wait for word of mouth recommendations from their family, friends, and colleagues.

Beyond movies and gaming, everyday consumers will need a lot more products that utilize 5G speeds to make their usage a profitable revenue stream. Therefore, the best business case lies with enterprise 5G solutions rather than purely consumer use.


The Cloud Forward Strategy

In the business world, 5G can help proliferate the ubiquity of automation and intelligent environments. This advancement is possible through a combination of benefits around speed, reliability, low latency, and massive connectivity. 5G networks will change how businesses capture, transmit, and use data, while also managing the potential growth in demand and opening up opportunities to supply even more data. Therefore, to maximize all of the potential and profitability that 5G can provide, telecom operators must be innovative and strategic.

For telecom, the real value lies in cloud-native applications. In order to accommodate flexibility and innovation, many network operators have recognized the strategic imperative of moving to the cloud. When done in parallel with the transformation of operations support systems (OSS) and business support systems (BSS), the benefits come in the form of operational savings from automation. This ultimately affects total cost of ownership, which is important for telecom operators who are already stretched thin from initiatives around 5G and IoT, as well as other mergers and acquisitions.

When it comes to differentiation from competitors, the quality of the network, coverage and price are no longer the go-to USP. Now, by leveraging technology enabled by moving to the cloud, they can differentiate through customer experience by providing access to new and innovative services. Through incorporating the use of artificial intelligence and machine learning, operators can get even closer to the customer to understand their experience and improve upon it. This is an essential tactic when calculating the fact that the cost of acquiring a new customer is 5x more expensive than keeping them.


The Rise of B2B2X Business Model

While 5G is an important element, it is not the holy grail of IoT. Telecom operators must work on creating and controlling an end-to-end application infrastructure that will reduce churn and increase customer stickiness.

To do this, operators will have to move away from direct B2B and B2C models and begin selling 5G services to other businesses, who will then package and resell service as part of a bundled offer to their own customers. This model has come to be known as business-to-business-to-X (B2B2X), where X can represent a public agency, another business, or a consumer. Within this model, networks operators must innovate and collaborate in order to share profitability with enterprise partners.

These enterprise partner collaborations are limitless and can range anywhere from automotive, to eHealth, VR, factory automation, and gaming services.


Managing the B2B2X Customer Journey

In order to transition from connectivity providers to business service enablers, telecom must utilize microservices based applications with complete end-to end-governance that includes planning and execution, along with the ability to measure and improve processes. In an effort to bring this model to a reality, several companies are already creating platforms that allow the onboarding of multiple enterprise partners with only one integration in addition to managing services through only one interface. This will allow telecom companies to significantly expand their portfolio with a lower onboarding cost and shorter time-to-market.

Within this new model of digital marketplace solutions, there are several services that need to be brought together. In addition to easily accessible product catalogs, there must also be the inclusion of processes to execute partner, customer, and revenue management.

Many digital players are partnering to expand their global footprint because at the end of the day, people want to pay one provider to bundle their digital services. Even though each new combination of service integrations presents its own unique set of challenges, it is a golden opportunity to boost customer stickiness through new services and a frictionless end-user experience.


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IoT Technology
Internet Of Things

4 Ways to Digitally Transform Business Models with IoT Technology

Digitization is changing the way people do business. Beyond the factory floor is edge country, where technologies like Mobile IoT, LoRa, and eventually 5G provide the network connectivity necessary for greater visibility and monitoring of the supply chain. Combined with cloud computing, blockchain, and sensors, IoT technology is useful for a diverse range of solutions that address pain points and illuminate new opportunities. Equipped with the right combination, and a well-defined process, businesses can gain more ROI from each transaction, preempt threats to product quality, and elevate the customer experience.

Companies use IoT technology to create new services and bring added-value features to their business model. Because off-the-shelf IoT solutions are few and far between, legacy businesses need the IoT ecosystem of device makers, middleware providers, app developers, connectivity partners, and storage solutions to complete their digital transformation. While every company has different needs, here are a few business cases that illustrate a clear path to ROI using IoT technology.


1. Product-as-a-Service

In the movement towards circular economies, more companies are recognizing the value in bundling their product with on-going services rather than offering single one-off purchases. Depending on the product, companies can provide end-users with value-added services that bill based on usage or have the system prompt sales calls when specific issues are detected. In this model, edge devices, sensors, network connectivity, and cloud storage work together to collect data on usage rates, performance, and other metrics.

Business Case for Product–as-a-Service

Rolls-Royce turned engine sales into a product-as-a-service model with its CorporateCare program for business aviation. Instead of just selling a product, the company began outfitting its engines with an array of IoT devices and sensors that enable them to monitor engine health. By billing a fixed hourly rate per flight hour, the program covers all maintenance costs associated with the engine, as well as many other services. Streaming data combined with a 24/7 global service support network allows the company to proactively maintain equipment, predict failures, and adjust performance based on customer needs. As a result, planes with Rolls-Royce engines covered by CorporateCare sell for a higher price and spend a shorter time on the market when resold.


2. Identity Verification

Businesses can provide data to downstream users needing to verify a product’s source or authenticity with the help of blockchain technology. IoT provides unique identification and traceability capabilities while blockchain provides tamperproof chain-of-custody information.

Identity authentication is especially important for producers of low volume, high margin items. Custom and limited run products benefit from the ability to ensure product integrity. Increased visibility of this process can reduce counterfeits, knock-offs, and even secure intellectual property.

Business Case for Identity Verification

The Provenance platform brings verifiable authenticity and transparency to organic producers and brands selling artisan goods or sustainable fashions. Available with numerous tracing options, brands can tailor their needs using IoT to assess the lifecycle of products from design to raw materials, manufacturing, and distribution. Blockchains tamperproof architecture enables brands to create digital one-offs, which enhances uniqueness and desirability. Depending on the brand, product information is shared through a serial number, chip, or QR code accessible through an app. These applications allow companies to build digital histories for individual products and leverage this information to increase customer engagement.


3. Cold Chain Management

Visibility in last-mile delivery can be especially useful for high-volume, high-margin items such as pharmaceuticals or other perishable items that require condition monitoring to protect consumer health. Peripheral sensors will often enhance IoT solutions of this type by monitoring physical and environmental conditions such as temperature, vibration, humidity, and more.

Business Case for Cold Chain Management

Similar to Amazon Hub lockers for packages, the LastMile Hub from Panasonic is an end-to-end cold chain solution for fresh groceries. As online grocery delivery continues to grow, LastMile Hub provides food retailers a way to guarantee food freshness while securing customer data. Using the LastMile Hub pickup lockers, customers can order groceries and pick them up at their convenience. Customizable storage units can hold different purchases for customers depending on whether the item needs to be chilled, frozen, or kept at ambient temperatures.


4. Remote Monitoring

Rather than waiting until an issue has occurred, companies can react preemptively through actionable data from condition monitoring. Companies can outfit their products with IoT sensors that relay data to let critical staff know if the product is being maintained at optimal conditions. For other solutions, sensors can be set to trigger new shipments when volumes reach a pre-determined level. Coupled with GPS technology or Mobile IoT connectivity, the location of a product can be identified to make delivery and restock schedules easier and more efficient.

Business Case for Remote Monitoring

Alpha Acid Brewery worked with Oracle to implement an IoT solution into their beer brewing process. IoT-enabled sensors installed on the fermentation tanks gave brewery staff the ability to monitor tank pressure and temperature remotely. They also expanded supply chain visibility to the company’s malt, hops, and yeast suppliers to track each stage of the raw materials process using blockchain. Through the use of a simple QR code and their smartphone, consumers could see which suppliers contributed to the beer they are drinking and rate which one they like the most. Access to this data allowed the brewery owner to gain valuable insight into both customers and the quality of suppliers.

Customizable Solutions for Every Industry

Supply chain visibility and streaming product data provides new ways for businesses to share their products, promote unique selling propositions, hold vendors accountable, drive conversion, and win customer loyalty.

Some decision-makers may show resistance to investing CapEx into unfamiliar technology, but sharing business cases using straightforward IoT solutions with clear ROI may be more well-received.

The creation of a one-size-fits-all solution has not been realized, and IoT adoption continues to be implemented on a case-by-case basis. Because the needs and potential uses of IoT devices and edge connectivity technology vary greatly, implementation includes a mix and match of hardware and software solutions. IoT solution architects and other system integrators are essential partners for implementation due to the customizable nature of the technology. Because each company’s business model has its own set of unique needs and requirements, these partners help ensure solutions are built on well-defined processes that result in clear outcomes for both ROI and the customer experience.


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