This document discusses complexity in retail and how to simplify it. It notes that complexity has become a problem as technology, suppliers, consumers, and teams have added to it. However, complexity can be reduced by focusing on the customer experience through service design and empowering sales associates with technology that removes mental tasks and allows them to focus on experiential selling. The key is to gradually introduce new capabilities, give employees control, and design experiences for the team as well as the customer.
19. THE 4th
INDUSTRIAL REVOLUTION
Unlimited
possibilities
The WEF has recently given the name “4th industrial revolution” to the
oncoming technological revolution that will fundamentally alter the
way we live, work and relate to each other.
20. “There are a lot of things I see Libratus do that I really like. However, they are
really only possible because they are mixed and randomized by the reasoning of a
computer,” says Les. “Its balanced dispersion of hand ranges into different actions
is not really feasible for the human mind to imitate correctly.”
WHAT IS ARTIFICIAL INTELLIGENCE THEN?
28. SO HOW SHOULD IT WORK?
TECHNOLOGY
SUPPLIERS &
PARTNERS
CONSUMERS
TEAMS
29. HOW SHOULD IT WORK ?
TECHNOLOGY
SUPPLIERS &
PARTNERS
CONSUMERS
TEAMS
30. THE ROLE OF SERVICE DESIGN
Process of appointment booking highlighting customer touch points, data, customer
experience, business impact and opportunities for improvements.
Dashboard measuring completion
rate and time, digital take-up and user
satisfaction.
Front and back stage mapping. Usability testing.
34. CHANGING THE ALLOCATION OF TIME
STOCK / ADMIN SELLING TRANSACTING
EXPERIENTIAL SELLING
SALES ASSOCIATE 1.0
SALES ASSOCIATE 2.0
Where does the time come
from?
‣ Making the world easier
AND/OR
‣ Making them better at what
they do
35. CONTINUOUS
LEARNING
TECH CHANGE
IS GRADUAL
ZERO EFFORT
• Focus on how to take
your best merchants
and skill them on
modern methods
• Experiment with
integrating new
capability
• Use technology to
introduce removal of
mental activity before
physical activity
• Give the people control
• Product teams iterate
with business teams to
abstract away
complexity• Flip service design around to
focus on the experience of
your team
• Use the CX skills you've
already built
Key take-away