{"id":50742,"date":"2020-09-15T17:10:06","date_gmt":"2020-09-16T00:10:06","guid":{"rendered":""},"modified":"2020-09-24T07:57:10","modified_gmt":"2020-09-24T14:57:10","slug":"creating-personalized-customer-experiences-through-intelligent-retail","status":"publish","type":"post","link":"https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/microsoft-in-business\/customer-experience\/2020\/09\/15\/creating-personalized-customer-experiences-through-intelligent-retail\/","title":{"rendered":"Creating personalized customer experiences through intelligent retail"},"content":{"rendered":"

\"man<\/p>\n

Ten or twenty years ago, the future of retail was online shopping. Today, it is building seamless connections between physical\u00a0<\/span>locations\u00a0<\/span>and online store<\/span>s<\/span>\u00a0<\/span>so that customers can easily<\/span>\u00a0<\/span>shop,\u00a0<\/span>order<\/span>\u00a0<\/span>goods, or<\/span>\u00a0pick<\/span>–<\/span>up\u00a0<\/span>items\u00a0<\/span>from a store or curbside service.<\/span>\u00a0Quarantines and social distancing only\u00a0<\/span>highlight the importance of building retail<\/span>\u00a0operations<\/span>\u00a0that start and end with the customer<\/span>,<\/span>\u00a0online and off.\u00a0<\/span>\u00a0<\/span><\/p>\n

That is<\/span>\u00a0why c<\/span>ompetitive<\/span>\u00a0<\/span>organizations\u00a0<\/span>are turning to\u00a0<\/span>\u201cintelligent retail<\/span>,\u201d<\/span>\u00a0where\u00a0<\/span>machine learning and\u00a0<\/span>edge technologies offer retailers a near-constant stream of information on customer behaviors. These technologies\u00a0<\/span>empower retailers to connect with their customers using<\/span>\u00a0<\/span>frictionless<\/span> engagement that is driven by deep insights and predictive analysis to create truly personalized customer experiences.<\/span><\/p>\n

Delivering frictionless engagement online and off<\/h2>\n

One of the first steps to creating intelligent retail with personalized experiences is to provide a frictionless experience for customers.\u00a0<\/span>\u201cFrictionless\u201d\u00a0<\/span>means giving customers a unified<\/span>\u00a0and personalized<\/span>\u00a0experience across an entire busines<\/span>s<\/span>, from online to in-store, in a way that maintains high levels of brand\u00a0<\/span>consistency\u00a0<\/span>and\u00a0<\/span>personalization<\/span>\u00a0no matter where the customer\u00a0<\/span>is.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

For example,<\/span>\u00a0retail pharmacy operator,\u00a0<\/span>Walgreens Boots Alliance is on a multiyear mission to modernize many of its business processes by moving them to the cloud<\/span><\/a>\u2014including the company\u2019s 100-terabyte SAP landscape. WBA\u2019s Walgreens, Boots, Duane Reade, and select Rite Aid stores, focus heavily on delivering an exceptional customer experience. Creating these experiences\u00a0<\/span>relied heavily on new technologies and accessible data, thus triggering their transformation with cloud services like Microsoft Azure.\u00a0<\/span>\u00a0<\/span><\/p>\n

By focusing on\u00a0<\/span>shifting data to the cloud, WBA was able to deliver\u00a0<\/span>a frictionless\u00a0<\/span>omnichannel customer\u00a0<\/span>experience<\/span>,<\/span>\u00a0<\/span>through intelligent chatbots and other new technologies.\u00a0<\/span>More importantly, these customers\u00a0<\/span>received a seamless and familiar experience across all\u00a0<\/span>WBA stores.<\/span>\u00a0<\/span><\/p>\n

With Dynamics 365 Commerce,\u00a0<\/span>businesses can meet<\/span>\u00a0<\/span>customer\u00a0<\/span>needs around the world by\u00a0<\/span>managing online\u00a0<\/span>catalog<\/span>s<\/span>\u00a0with a unified user experience.<\/span>\u00a0This way, employees and customers can find information and communicate with each other easily, breaking down barriers to a purchase.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

Collect insights to drive what you know about your customers<\/h2>\n

Having customer information on hand is wonderful, but\u00a0<\/span>businesses\u00a0<\/span>also need to be able to derive some insights from it so that\u00a0<\/span>they\u00a0<\/span>create unique, effective customer\u00a0<\/span>experiences.<\/span>\u00a0<\/span>This is what\u00a0<\/span>i<\/span>ntelligent retail is all about.<\/span>\u00a0<\/span><\/p>\n

Nowhere<\/span>\u00a0is this more apparent than grocery stores.\u00a0<\/span>With\u00a0<\/span>many businesses opting to limit the number of customers in their stores<\/span>, many grocery chains and smaller grocers are turning\u00a0<\/span>to online orders for delivery and curbside\u00a0<\/span>pick-up<\/span>. With more advanced online portals running on cloud platforms, these grocers can embed suggestive selling during the shopping experience or even during checkout to simulate suggestive selling that usually takes place at the counter.\u00a0<\/span>\u00a0<\/span><\/p>\n

With modern analytics from tools like Azure Synapse,\u00a0<\/span>retailers\u00a0<\/span>do not<\/span>\u00a0just get<\/span>\u00a0notifications about what a customer bought.\u00a0<\/span>They\u00a0<\/span>can get actual intelligence on what th<\/span>at customer\u00a0<\/span>would like based on their history.\u00a0<\/span>Each shopping experience and purchase can become new data to build new insights for customers.\u00a0<\/span>\u00a0<\/span><\/p>\n

All<\/span>\u00a0that means more intelligent sales<\/span>,<\/span>\u00a0and more repeat customers.\u00a0<\/span>\u00a0<\/span><\/p>\n

Use predictive analysis to stay ahead of your market curve<\/h2>\n

Customers evolve over time, which means that their tastes and habits evolve as well. New advances in machine learning and AI can power\u00a0<\/span>retailer-customer\u00a0<\/span>relationship<\/span>s<\/span>\u00a0with real, personali<\/span>zed insights<\/span>\u00a0that maximize lifetime\u00a0<\/span>value.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

Predictive analysis is a relatively new science in retail, but it has proven incredibly effective in composing big-picture profiles of customers and customer segments. Out-of-the-box AI\u00a0<\/span>solutions are already providing algorithms that can predict things like customer churn, product recommendations, and marketing actions that could entice long-term customers to come back after not shopping for long periods of time.\u00a0<\/span>\u00a0<\/span><\/p>\n

Platf<\/span>or<\/span>ms like Dynamics 365 Customer Insights can plug into PowerApps and Power\u00a0<\/span>BI to\u00a0<\/span>so that retailers can build custom apps that help the<\/span>m care for their customers\u2019 needs before they are asked, while informing sales<\/span>, marketing, and outreach all from the same data pool.\u00a0<\/span>\u00a0<\/span><\/p>\n

Conclusion<\/h2>\n

One of the biggest advantages of fielding\u00a0<\/span>intelligent retail solutions\u00a0<\/span>is\u00a0<\/span>the ability to support\u00a0<\/span>personalized<\/span>\u00a0<\/span>and consistent engagement across all of <\/span>a<\/span>\u00a0<\/span>retailer\u2019s\u00a0<\/span>sales channels<\/span>\u00a0without as much manual oversight on the part of the business.<\/span>\u00a0That means that\u00a0<\/span>a business\u00a0<\/span>can focus on customer service and\u00a0<\/span>sales in<\/span>\u00a0ways that your customers\u00a0<\/span>will not<\/span>\u00a0even notice<\/span>\u00a0until\u00a0<\/span>they<\/span>\u00a0have been\u00a0<\/span>wow-ed. And once\u00a0<\/span>a retailer wows a customer, they\u00a0<\/span>have<\/span>\u00a0made a customer for life.\u00a0<\/span>\u00a0<\/span><\/p>\n

If you want to learn more about Intelligent Retail and Personalized customer service, read the Retail Trends Playbook 2021: Driving Operational Resiliency with Connected People and Systems<\/a>.<\/div>\n","protected":false},"excerpt":{"rendered":"

Ten or twenty years ago, the future of retail was online shopping. Today, it is building seamless connections between physical\u00a0locations\u00a0and online stores\u00a0so that customers can easily\u00a0shop,\u00a0order\u00a0goods, or\u00a0pick–up\u00a0items\u00a0from a store or curbside service.\u00a0Quarantines and social distancing only\u00a0highlight the importance of building retail\u00a0operations\u00a0that start and end with the customer,\u00a0online and off.<\/p>\n","protected":false},"author":438,"featured_media":50766,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ep_exclude_from_search":false,"_classifai_error":"","_classifai_text_to_speech_error":"","footnotes":""},"categories":[1545],"post_tag":[1551],"content-type":[],"coauthors":[1263],"class_list":["post-50742","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-retail"],"yoast_head":"\nCreating personalized customer experiences through intelligent retail - Microsoft in Business Blogs<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/microsoft-in-business\/customer-experience\/2020\/09\/15\/creating-personalized-customer-experiences-through-intelligent-retail\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Creating personalized customer experiences through intelligent retail - Microsoft in Business Blogs\" \/>\n<meta property=\"og:description\" content=\"Ten or twenty years ago, the future of retail was online shopping. 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