WBR Insights

July 13-July 13, 2017

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Future Stores Video 16

Case Study Revolution: Creating The Mobile Optimized Retail Store For Customers And Associates At Scale (aka Let’s get Digical)

Leslie Grandy, Senior Director, Mobile Apps, Digital Media & Advertising, Best Buy

With over 1400 Best Buy stores, and 70% of the US population living within 15 minutes of a Best Buy store, the company offers expert service at an unbeatable price more than 1.5 billion times a year to our customers who visit our stores, engage with Geek Squad Agents or use BestBuy.com or the Best Buy app. Consequently, at that scale, it is our mission to make it easy for customers to shop wherever and whenever they wish, and facilitate seamless collaboration with our "Blue Shirt” associates. Each customer who walks into our store carries a mobile phone and every associate in our store does, too. 

We’ll explore how to design a mobile strategy that goes beyond a focus on increasing app conversions, and builds long term customer loyalty through a digital connection to the physical world that removes friction, automates and simplifies key tasks, and drives brand loyalty.

In this session we’ll explore:

  • Ways to close the omnichannel experience gap through mobile
  • The challenges with a test & learn agile development methodology in a physical world

Embracing Innovation To Achieve The Next Generation Of Service And Support

John Manasso, GM, Technology Support Services - N. America, IBM Global Technology Services

What does tomorrowís service and support organization look like? What do we need to do today in order to be ready for the future of service? Where are both the common and not-so-common innovations we can embrace in order to be a world-class service organization? John, whoís been managing quality, client care, and technical support at IBM for almost 20 years will share this insight with you inspiring ideas to help you be one of the first to achieve the next generation of service and support.

Future Stores Video 4

Panel Discussion: The Next Generation Store Experience: The Secret Is Customer Engagement

Moderator: Kevin Swanwick, Senior Director, Manhattan Associates Retail Solutions

Dave Lammers, VP, Retail Technology, Dick’s Sporting Goods
David Garcia, Director, Retail Experience Innovation, Verizon
Matt Marcotte, Founder, M2 Collaborative

Decreasing store foot traffic: what was once a trend is now the now reality.

E-commerce sales have been growing every year, and 2016 was the year the trend started having a bigger impact on brick and mortar stores. Factor in strategic moves by Amazon, like Amazon Go, and retailers are looking at all aspects of their in-store operations and using technology to enable their store associates to create personalized experiences for customer engagement. Join the discussion with leading retailers about approaches they are using and the next-gen technologies that enable modern, end-to-end store experiences.