The document discusses the future of retail and omni-channel retailing. It finds that consumers expect a seamless experience across online, mobile, and physical stores. More than half of respondents said they see physical stores becoming showrooms for selecting and ordering products by 2020. The retail landscape is shifting from multi-channel to omni-channel, where consumers can research, compare products, and order through various channels. Retailers acknowledge technology will drive the future customer experience and many are adopting new tech to enhance the customer experience and differentiate themselves.

1. THE FUTURE OF RETAIL

2. Cap Gemini’s recent global report on the
future of retail found that consumers expect
retailers to deliver an integrated multi-
channel service – web, traditional, social
media, mobile apps and in-store kiosks.
More than half of the respondents from
both developing and mature markets
said they expect physical stores for
increasing numbers of categories will
simply become showrooms to select and
order products by 2020.
THE RETAIL LANDSCAPE AS WE
KNOW IT IS SET TO CHANGE

3. THE PAST – Multi-Channel Retailing (store, website, warehouse, customer-
services centre, etc.)
THE FUTURE – Omni-Channel Retailing (research and compare products
online through social media platforms, maybe go to store to touch/feel the
product, order the product via in-store on-line ordering device or via mobile
phone, use click-and-collect or FREE courier service to deliver to home/office
with FREE ‘return policy’ options via courier service, etc.)
TRANSFORMATION FROM BEING A STORE TO BEING CUSTOMER
SERVICE OFFERING
OMNI-CHANNEL RETAILING IS
HERE TO STAY

4. WHAT DO THE RETAILERS SAY?
Early adopters will have the tools to challenge existing processes and
models, constantly evolving and adapting to change.
94%of retailers say they believe
the customer experience
of the future will be
driven by technology
69%say they already use
technology to differentiate
themselves from their
competitors
41%are already implementing
a strategy for using
technology to enhance
customer experience
67%of retailers say they
like to be among
the first to adopt
new technology

5. • Lack of understanding of supply-chain efficiency, application of supply-chain
data and metrics
• Keeping up with competitors and the consumer’s need for speed and choice
• Lack of understanding / skills – cloud computing & mobile technology
• Cybercrime and credit card security
• Cost reduction and improved profit margin
• Missed opportunities for innovation
• Finding the right supply-chain partner for collaboration and innovation
THE CHALLENGES

6. BENEFITS YOU & YOUR CUSTOMERS WILL ENJOY
WITH BRAMHOPE AS YOUR PARTNER…
Your customers will enjoy:
• Shopping at YOUR store because you offer more than just the “limited”
products on the shelves!
• Greater choice, convenience and accessibility through our e-commerce
platforms
• Fast and easy-to-use ordering process through our e-commerce platform
• Immediate access to full range of products – more than 50 000 products
available
• Personalised & tailored shopping
• Delivery of goods ordered to doorstep

7. BENEFITS YOU, THE RETAILER, WILL ENJOY
WITH BRAMHOPE AS YOUR PARTNER…
You will enjoy:
• Not carrying all products in store – reducing inventory risk
• Offering the right product mix
• Reaching your customers at the point of decision
• Building your brand awareness
• Increasing retention of existing customers
• Getting your customers to try new products
• Using technology to keep customers coming back
• Offering customers something they truly want

8. BENEFITS YOU, THE RETAILER, WILL ENJOY
WITH BRAMHOPE AS YOUR PARTNER…continues…
You will enjoy:
• Providing your customers an expanded portfolio of products
• Building trust and credibility with customers
• Getting a better understanding of customer buying patterns
• Delivering an exceptional online experience
• Making inventory available to any store location
• Increasing sales by offering more fulfilment options
• Delivering faster and more convenient shopping
• Reducing effort when deploying mobile devices in stores

9. In future retail logistics,
things will not only be
different,
they will be better!
WITH BRAMHOPE AS YOUR
PARTNER…

10. • Do not let your customers feel that when they
walk into your store, that they are stepping back in
history!
• Give your customers more – go BEYOND THE
RACK!
… more information with explanatory videos,
interactive presentations, animated graphics and
high definition illustrations
… more choice with online product-comparison
tools via our digital catalogue in the cloud or our
customised downloadable APP
THE NEW RETAIL STORE

11. THE NEW RETAIL STORE
Bramhope will help you mobilise your omni-channel strategies so MOBILE
truly becomes a part of your customers’ shopping experience.

12. BRAMHOPE – LEADERSHIP THROUGH
INNOVATION

13. The future of retail technology blends
physical and virtual experiences that help
retailers do more business with the same
customers and keep them engaged with the
brand.
THE FUTURE OF RETAIL