Orchestrating a Unified Customer Experience: The Power of Technology Infrastructure in Retail

The retail landscape has undergone a dramatic shift, with customers now expecting a seamless and omnichannel experience across all touchpoints. To deliver this, IT leaders in enterprise retail need a robust technology infrastructure that empowers a unified commerce platform (UCP) and integrates seamlessly with customer-facing technologies, both in-store and online, helping to facilitate popular options such as click-and-collect.

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Then there’s the omnichannel CRM providing a holistic view of customer data, empowering personalised service, targeted promotions, and delivering a deeper understanding of customer behaviour across their entire journey. Add into the mix, in-store kiosks, digital signage, hand held devices for retail assistants, mobile wallets and unified POS systems to further enrich the customer experience by offering self-service options, real-time information, secure payment methods, and personalised assistance. 

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These interconnected technologies create a truly unified and engaging customer experience that builds loyalty and drives business growth.

Behind the Scenes: Your Network Infrastructure

While user-facing technologies like customer-facing applications and customer service tools form the visible layer of the customer experience, it's the robust network infrastructure operating behind the scenes that truly empowers them to deliver a seamless and unified experience.

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Without a resilient technology infrastructure, retailers may face several challenges:

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• Disconnected customer experience: Customers may encounter inconsistencies and friction when switching between online and in-store channels.
• Inventory inaccuracies: Outdated or unreliable network connections can lead to inaccurate inventory data, impeding customer fulfilment and satisfaction.
• Security vulnerabilities: Weak network security exposes customer data and financial information to cyber threats.
• Performance issues: Slow loading times, lagging applications, and network outages can significantly harm the customer experience, potentially resulting in cart abandonment online and frustration or abandoned purchases in-store.

Building the Foundations of a Unified Future

Upgrading legacy network infrastructure across a multi-location retail environment, encompassing stores, warehouses, headquarters and online platforms, can be a daunting task. The sheer scale of such an undertaking often translates into significant capital expenditure, complex logistics, and the inherent risks associated with any major infrastructure overhaul. 

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However, the retail landscape demands a modern and resilient technology foundation. Fortunately, a new generation of solutions and services has emerged, offering a more flexible and cost-effective approach. These next-generation solutions leverage innovative technologies and utilise a subscription-based model, enabling retailers to deploy resources efficiently, mitigate upfront costs, and navigate the upgrade process with greater agility and reduced risk.

Managed Secure SD-WAN

For many retailers a Managed Secure SD-WAN (Software-Defined Wide Area Network) solution can be a game-changer, addressing the challenges of legacy networks and building the foundations for a unified future.

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Key benefits include:

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• Overcoming Legacy Network Issues: SD-WAN overcomes limitations of traditional MPLS networks by intelligently routing traffic across multiple connections (including broadband, LTE and fibre) based on real-time performance and cost considerations.
• Optimised Connectivity, Performance and Security: SD-WAN delivers consistent and reliable connectivity, reduces latency, and prioritises critical applications, ensuring a seamless customer experience. Additionally, integrated security features, such as next-generation firewalls, safeguard sensitive data and transactions.

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Managed Secure SD-WAN is a Network as a Service (NaaS), which offers several additional benefits:

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• Agility and Scalability: NaaS solutions allow for rapid network provisioning and scaling, adapting to changing business needs and customer demands.
• Enhanced Customer Experience: NaaS provides data and insights previously unavailable with traditional solutions, enabling retailers to personalise the customer experience further.
• Centralised Management: NaaS offers a single platform to manage multiple locations, simplifying deployment, operations, and ongoing management.
• Reduced Burden on Internal Teams: The service provider takes responsibility for deployment, support, and day-to-day optimisation, freeing up internal IT teams to focus on strategic initiatives.

Connecting the In-Store and Online Experience

Of course, connecting the in-store and online experience also requires a high-performing wireless network of access points and switches. Consumers expect to be able to use their own devices while navigating the in-store retail environment, connecting to in-store WiFi and getting excellent coverage, and a personalised experience, throughout the entire site.

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Employees too need intelligent WiFi so they can deliver an unified customer experience. Innovations include providing tech-enabled customer support on the shop floor to locate items, make recommendations, check stock levels, order products and deliver them directly to the customer or to another store or collection point. 

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In-store Wi-Fi plays a crucial role in enabling:

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• Seamless mobile browsing and access to online resources.
• Location-based marketing and personalised offers.
• Integration with mobile wallets and contactless payments.
• Facilitates scan-and-go technology.
• Customer service including virtual and in-person assistance.
• Interactive experiences such as virtual fitting rooms and digital displays.
• IoT integration such as smart sensors, beacons, and connected devices.

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Retail spaces are not always conducive to pervasive wireless coverage, with a high density of users, interference from other electronic devices and physical obstacles such as walls, shelves and displays. In a dynamic environment, with frequent changes to the layout to accommodate seasonal promotions, product displays and customer traffic patterns, the WiFi network needs to be agile and adaptable to ensure consistent and reliable connectivity throughout the store.

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WiFi networks can also be monitored and managed using a NaaS model to ensure seamless performance optimisation, proactive troubleshooting, and scalability to meet evolving demands.

Is Your Network Ready to Deliver a Unified Customer Experience? 

At TIEVA we understand the challenges you face, from overcoming legacy network limitations to empowering your teams with the right tools.

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That's why we invite you to visit us at the Retail Technology Show (stand 6A80) to explore how we can help you:

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• Build a robust and future-proof technology foundation: Discover how Managed Secure SD-WAN and intelligent Wi-Fi solutions can streamline your network operations, enhance security, and optimise performance for a seamless customer experience.
• Unlock the potential of next-generation technologies: Learn how subscription-based NaaS models can give you access to next-gen tech and deliver agility and scalability, allowing you to adapt to changing business needs and customer demands.
• Connect with industry experts: Discuss your specific challenges and explore tailored solutions with our team of experienced professionals.

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Pre-book a meeting here or visit our stand - 6A80.

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We look forward to seeing you there!

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