EDIT Retail PSI sep22_PSI_mar15 31/08/2022 16:58 Page 2
VIDEO
Smart solutions for retailers There is a lot of talk about how data analytics can improve retail operations, but according to Andy Martin, Retail & Logistics Lead at Hikvision UK and Ireland, video data has an especially powerful role to play. In particular, it has specific and compelling advantages in terms of enhancing customer experiences, boosting sales, improving operational controls and streamlining costly manual processes he pace of change in retail has always been intense. From the introduction of selfcheckouts to contactless payments, the deployment of fully unattended environments and blended in-store and online shopping experiences, innovation has been the only constant. These changes have had a huge impact on physical, bricks-and-mortar stores. Where customers previously entered, browsed, purchased goods, and only left after interaction with a sales person – the buying journey has become far more varied and complex. In many cases, customers can now purchase goods instore, collect online purchases from the checkout or kiosks, and order goods online on their phones – all in the same physical store. All this means that retailers need to adapt quickly, and in the right ways, to ensure customers' needs are met – whatever they expect from their in-store experience. The good news is that the latest smart video solutions can help in three key ways:
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Customer experiences
With the latest generation of smart video solutions, retailers can achieve a level of 'situational awareness' in-store that would not otherwise be possible, supporting better, faster customer service. With the right AI capabilities built into a solution, for example, alerts can be generated automatically if the number of customers in the store or at any given part of the store exceeds a defined threshold. This allows staff to focus routine tasks such as deliveries, inventory, and merchandising, and turn their attention to
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helping customers on the shop floor only when required. Stores can also detect the build-up of queues at checkouts or kiosks and divert staff to those areas to reduce waiting times. The industry's leading smart video solutions can also improve the overall shopping environment in countless other ways, from alerting staff when a product is sold out on a particular shelf, to detecting liquid spills or other obstacles that impact customers. Additionally, analysis of video data can help stores refine layouts and determine where kiosks and other in-store equipment should be positioned to minimise congestion and speed up customer journeys. While various other forms of data analytics can also provide data on the number of customers in store and their typical footfall, only video allows managers to see what a physical customer journey around the store looks like. This provides unique and unparalleled insights into how their experience can be improved, making video a true asset for customer service.
With the latest generation of smart video solutions, retailers can achieve a level of 'situational awareness' in-store that would not otherwise be possible, supporting better, faster customer service 27