Retail

The global retail sector represents 31% of the world's GDP and employs billions of people worldwide. Additionally, hyper and supermarkets account for 35% of retail direct sales, with USA and China at the forefront.

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Disruptions & Opportunities

Digital disruption is happening in retail, however less than one quarter of retailers are actively doing anything about it. Disruption presents both a major threat and a big opportunity. Failing to adapt puts retailers at a high risk of being displaced. ‘Disrupting yourself’ and becoming a digital retailer opens up a world of new possibilities.

The opportunity is huge. Retail Digital Value at stake is US$506 billion globally over the next three years. Last year, the retail industry as a whole realized only 15% of its potential Digital Value at Stake.

Customer experience

Meaningful customer experience and brand engagement is crucial. Gartner's customer experience report suggests that in 2017, 89% of marketing leaders expected the customer experience to be their primary basis for competitive differentiation.

In order to drive loyalty as well as repeat customers, retailers focus on the whole customer experience, from the moment they consider a purchase through to the after-sales service. Retailers have started to understand the importance of curating the whole experience. Digital convergence has the potential to transform the customer experience; a growing opportunity for retailers to set themselves apart.

Mobile shopping

KPMG's 2017 survey of more than 18,000 consumers, ‘The truth about online consumers’ shows only 23% of consumers prefer visiting shops, while the rest prefer to shop online.

E-commerce has been steadily on the rise in recent years, yet it may not be the next true frontier for shopping as m-commerce continues to become more popular. Smartphones are rapidly increasing their share of online retail traffic. Mobile-first sites, dedicated apps, emerging payment methods and other tools are making shopping on smartphones much easier.

Personalization

Personalization can bring more value to a customer as they receive a more targeted experience. Personalizing the shopping experience also drives repeat business. KPMG's recent survey found that customized promotions, exclusive member offers and customer recognition across channels were among the top ten drivers of customer loyalty.

Retailers continue leveraging personalization to bring together all digital and physical channels with the latest technologies, which will create a true omni-channel customer experience.

CaseStudy

Pizza Hut: Enhancing Customer Engagement with Augmented Reality Game

Pizza Hut planned an AR based entertaining game that would promote their delivery service in an innovative way. PCCW Solutions was tasked with delivering a completely new game timely at launch, which would both support Pizza Hut’s business needs and give consumers a great AR experience.

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CaseStudy

Online payment solution for Bonjour

Bonjour is one of the largest cosmetic retail chains in Hong Kong. It looked for a reliable online payment gateway for its business expansion online. PCCW Solutions provides an online payment gateway solution called ePaylink, a world-class data-security/online payment solution to enable the client to enhance customers experience and generate more revenue with ease.

CaseStudy

Sales management system for Philips Lighting

The management of Philips Lighting asks for solutions to monitor the sales performance and measure ROI of marketing campaigns, while operation staff also face the challenges to capture and monitor the data. PCCW Solutions provides end-to-end RFID solutions and sales management system, enabling the management to review sales performance anytime, and anywhere.

CaseStudy

AllRightsReserved grows online sales with new eCommerce platform

ARR’s existing eCommerce platform was unable to handle the instant increase of traffic and collect customers’ information effectively. PCCW Solutions was selected by ARR to build a new eCommerce platform with high performance, providing end-to-end support from system design, platform development, system integration to consulting and training services.

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Solutions For Retail

Helping countless corporations and organizations around the world improve business efficiency and achieve unprecedented success, find out how our end-to-end digital solutions can enable your business to kick-start your digital transformation journey.

In-store Digital Experience (AR/VR)

AR and VR offer retailers the opportunity to transform how they interact with the consumers. The United States will be the region with the largest AR/VR spending total in 2017 (US$3.2 billion), followed by Asia/Pacific (excluding Japan)(APeJ) (US$3.0 billion) and Western Europe (US$2.0 billion), according to the IDC Worldwide Semiannual Augmented and Virtual Reality Spending Guide released in March 2017. IDC expects that consumer markets will be the largest AR/VR spending segment this year, accounting for more than 56% of spend.
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Social listening

According to Forbes, more than 50 million businesses are registered on Facebook, and 95% of adults online (aged 18-34) are most likely to follow a brand via social networking channels. This highlights the importance of social media is called ‘social listening’. Retailers are fast becoming social listeners to both act on opportunities to better serve its customers or identify a competitive niche. Used preventatively, it is a way to hear negative buzz, or spot competitive or political moves that may indicate risks, and enable them to build resilience to them in time. The primary reason that retailers are using social listening tools is to enhance customer relations by monitoring customer requests, questions and concerns (86%). Utilizing these tools also helps them to keep tabs on the competition (77%) and to track brands and products (75%). While these are the most common social listening objectives, others are widely used, including monitoring industry and brand influencers (61%) and even company executives (44%). Social listening tool developed by PCCW Solutions allows you to monitor brand mentions across the web, focus on social insights from top conversations all in real time, providing you sentiment and analytics.
Learn More

Social Customer Relationship Management

With Gartner expecting CRM market growth to be consistently above 12%, following multiple strong years of investment now is the time to invest in CRM. Generate a 360 degree view of your customers. PCCW Solutions provides world-class CRM solutions for all businesses, large and small, including a range of tools and analytics to help companies better understand its customers.
Learn More

AI-powered Personalization

Chatbots are artificial intelligence systems that interact with users via messaging, text, or speech. As chatbot technology matures, the underlying AI technology continues to develop and grow more sophisticated. More than 100,000 chatbots have been developed for use on Facebook’s Messenger app, giving retailers unparalleled data about customers to help grow business in 2017. Analysts predict big opportunities for chatbots, such as expansion to new mobile platforms, the emergence of chatbot markets, humanization, and more. Chatbots in retail are expected to boom in 2017 and beyond. Chatbots will refine customer engagement. Chatbots personalize the customer experience by analyzing personal data, demographic information, buying behavior, and much more. Chatbots will help retailers to curate customer’s first impression of their brands. Chatbots also handle customer support by being present 24/7. In addition, bots are able to imitate conversations with real humans and build rapport with users. Chatbots will help retailers track buying behavior. Chatbots are able to automatically record incoming data from users in the form of interactions, text messages, images, and voice message. And where there’s data, there’s analysis. Sentiment analysis creates multiple opportunities for capturing customers’ reactions, A/B testing, creating triggers that stimulate users to engage with bots, and more. Therefore, retailers will be able to generate content that’s relevant for a specific occasion, time, or a person that chatbots are programmed to recognize. Chatbots will sense customers’ moods. To make chatbots empathetic, developers rely on natural language processing (NLP) technologies that analyze linguistic metrics including words, negations, sentence constructions, use of exclamation marks, and so on. Retailers are interested in empathetic chatbots because such bots can immediately react to customer requests. For example, when a chatbot recognizes a cheerful tone, it can generate relevant responses that will keep a conversation upbeat. On the other hand, a chatbot is able to catch on to a dissatisfied mood and provide an apology or redirect a customer to a human assistant. The ability to empathize will also help chatbots learn about suggestions and keywords that influence customers’ moods and will help marketing teams build better strategies for customer acquisition. Chatbots will help retailers automate operations. Brands will adopt chatbot technologies to enhance ‘conversational ecommerce’ ‒ the concept of using bots to stimulate conversations with customers to push them to browse more and buy more goods. Therefore, a human workforce won’t be needed to convert people into customers. In the future, chatbots are predicted to expand their abilities, so they will act as ultimate helpers for customer support, order processing, in-store assistants, and promotions while also offering giveaways, seasonal trivia, and product scavenging. With unprecedented progress with AI and machine learning technologies, and artificial intelligence driving business transformation, PCCW Solutions creates a customer service chatbot that is right for your business and platform. Our chatbots will reduce customer service resources in your business, opening new doors.
Learn More

Location-based Marketing

The idea of proximity, the physical location of a product with respect to the consumer, involves a new dimension previously untapped given the limits of technology until recent years. ‘Proximity marketing’ uses cellular technology to send marketing messages to mobile-device users who are in close vicinity to a business. Via a Wi-Fi or Bluetooth signal, proximity marketers can send content similar to a mobile application program (app) that appears automatically on the mobile devices of consumers. Retailers are tapping the value as 53% of consumers are willing to share their current location to receive more relevant advertising. 57% of consumers are more likely to engage with location-based advertising. 62% of consumers share local deals with friends and 63% of consumers feel a coupon is the most valuable form of mobile marketing. Targeted offers based upon proximity leads to higher conversion rates, which is the ultimate goal for brands. Proximity marketing has tremendous revenue-producing potential, enabling retailers to deepen connection with consumers, encourage more loyalty and greatly improve the customer experience. Importantly, all of these factors combine to make Proximity marketing a very effective tool to generate higher ROI for businesses and advertisers. Location Based Services (LBS) is no longer a buzz phrase of marketing, as it’s set to grow to US$77.84 billion by 2020. PCCW Solutions jointly developed Geomagnetic Location-based solutions with Hong Kong University of Science and Technology. We use the earth’s geomagnetic fields to enable the compass of smartphones to precisely locate individuals within indoor spaces. The set up is easy, requires no hardware installation, and is compatible with both iOS & Android devices. With Geomagnetic Location-based solutions, PCCW Solutions enables retailers to navigate its customers to the outlets they are searching and adopt proximity marketing to boost sales.
Learn More

Mobile payment

According to Visa, by 2020, mobile payment will be a standardized process. As projected by Business Insider, by 2020 mobile payments will account for US$503 billion in sales. Consumers like to tap, and businesses need to set themselves up for success in this area. With Apple Pay, Android Pay, and Samsung Pay continuing to expand into North America and globally, the importance of being able to accept contactless transactions will increase. Consumers will expect to be able to pay the way they want, and businesses will need to evolve as its customer expectations change. Retailers who don’t soon implement mobile payment solutions will fall behind and risk losing out on sales.
Learn More

Digital Supply Chain

According to Kurt Salmon’s recent study, nearly 75% of surveyed retailers are currently implementing or piloting RFID, and more retailers are discovering the technology can offer worthy results, with 90% saying they were measuring return on investment by inventory accuracy with an average improvement of 25%. While inventory visibility and accuracy can be a compelling benefit of RFID as more retailers expand their omni-channel capabilities, RFID can generate information that can be combined with other store-level data and provide insights in areas including demand forecasting, dynamic pricing and in-store marketing.
Learn More

Omni-channel Retailing

Bricks-and-mortar and e-Commerce are constantly fighting for consumers’ attention and dollars. While 94% of all retail sales still take place in stores, e-Commerce sales are expected to increase annually by 17%, reaching US$414 billion by 2018. Consumers increasingly prefer ‘seamless omni-channel experience’. Two out of three customers have made purchases in the past six months that have involved multiple channels, and omni-channel customers shop more frequently, spending more than three times more than other shopper types. 84% of customers believe that retailers should be doing more to better integrate their offline and online channels. Retailers are urged to find new ways to combine e-Commerce and retail and provide convenience and personalized experiences.
Learn More
Get in touch

Find out how our digital solutions can help transform your business.

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In-store Digital Experience (AR/VR)

AR and VR offer retailers the opportunity to transform how they interact with the consumers. The United States will be the region with the largest AR/VR spending total in 2017 (US$3.2 billion), followed by Asia/Pacific (excluding Japan)(APeJ) (US$3.0 billion) and Western Europe (US$2.0 billion), according to the IDC Worldwide Semiannual Augmented and Virtual Reality Spending Guide released in March 2017. IDC expects that consumer markets will be the largest AR/VR spending segment this year, accounting for more than 56% of spend.

>

Social listening

According to Forbes, more than 50 million businesses are registered on Facebook, and 95% of adults online (aged 18-34) are most likely to follow a brand via social networking channels. This highlights the importance of social media is called ‘social listening’.

Retailers are fast becoming social listeners to both act on opportunities to better serve its customers or identify a competitive niche. Used preventatively, it is a way to hear negative buzz, or spot competitive or political moves that may indicate risks, and enable them to build resilience to them in time.

The primary reason that retailers are using social listening tools is to enhance customer relations by monitoring customer requests, questions and concerns (86%). Utilizing these tools also helps them to keep tabs on the competition (77%) and to track brands and products (75%). While these are the most common social listening objectives, others are widely used, including monitoring industry and brand influencers (61%) and even company executives (44%).

Social listening tool developed by PCCW Solutions allows you to monitor brand mentions across the web, focus on social insights from top conversations all in real time, providing you sentiment and analytics.

>

Social Customer Relationship Management

With Gartner expecting CRM market growth to be consistently above 12%, following multiple strong years of investment now is the time to invest in CRM. Generate a 360 degree view of your customers. PCCW Solutions provides world-class CRM solutions for all businesses, large and small, including a range of tools and analytics to help companies better understand its customers.

>

AI-powered Personalization

Chatbots are artificial intelligence systems that interact with users via messaging, text, or speech. As chatbot technology matures, the underlying AI technology continues to develop and grow more sophisticated. More than 100,000 chatbots have been developed for use on Facebook’s Messenger app, giving retailers unparalleled data about customers to help grow business in 2017.

Analysts predict big opportunities for chatbots, such as expansion to new mobile platforms, the emergence of chatbot markets, humanization, and more. Chatbots in retail are expected to boom in 2017 and beyond.

Chatbots will refine customer engagement. Chatbots personalize the customer experience by analyzing personal data, demographic information, buying behavior, and much more. Chatbots will help retailers to curate customer’s first impression of their brands. Chatbots also handle customer support by being present 24/7. In addition, bots are able to imitate conversations with real humans and build rapport with users.

Chatbots will help retailers track buying behavior. Chatbots are able to automatically record incoming data from users in the form of interactions, text messages, images, and voice message. And where there’s data, there’s analysis. Sentiment analysis creates multiple opportunities for capturing customers’ reactions, A/B testing, creating triggers that stimulate users to engage with bots, and more. Therefore, retailers will be able to generate content that’s relevant for a specific occasion, time, or a person that chatbots are programmed to recognize.

Chatbots will sense customers’ moods. To make chatbots empathetic, developers rely on natural language processing (NLP) technologies that analyze linguistic metrics including words, negations, sentence constructions, use of exclamation marks, and so on. Retailers are interested in empathetic chatbots because such bots can immediately react to customer requests. For example, when a chatbot recognizes a cheerful tone, it can generate relevant responses that will keep a conversation upbeat. On the other hand, a chatbot is able to catch on to a dissatisfied mood and provide an apology or redirect a customer to a human assistant. The ability to empathize will also help chatbots learn about suggestions and keywords that influence customers’ moods and will help marketing teams build better strategies for customer acquisition.

Chatbots will help retailers automate operations. Brands will adopt chatbot technologies to enhance ‘conversational ecommerce’ ‒ the concept of using bots to stimulate conversations with customers to push them to browse more and buy more goods. Therefore, a human workforce won’t be needed to convert people into customers. In the future, chatbots are predicted to expand their abilities, so they will act as ultimate helpers for customer support, order processing, in-store assistants, and promotions while also offering giveaways, seasonal trivia, and product scavenging.

With unprecedented progress with AI and machine learning technologies, and artificial intelligence driving business transformation, PCCW Solutions creates a customer service chatbot that is right for your business and platform. Our chatbots will reduce customer service resources in your business, opening new doors.

>

Location-based Marketing

The idea of proximity, the physical location of a product with respect to the consumer, involves a new dimension previously untapped given the limits of technology until recent years. ‘Proximity marketing’ uses cellular technology to send marketing messages to mobile-device users who are in close vicinity to a business. Via a Wi-Fi or Bluetooth signal, proximity marketers can send content similar to a mobile application program (app) that appears automatically on the mobile devices of consumers.

Retailers are tapping the value as 53% of consumers are willing to share their current location to receive more relevant advertising. 57% of consumers are more likely to engage with location-based advertising. 62% of consumers share local deals with friends and 63% of consumers feel a coupon is the most valuable form of mobile marketing. Targeted offers based upon proximity leads to higher conversion rates, which is the ultimate goal for brands.

Proximity marketing has tremendous revenue-producing potential, enabling retailers to deepen connection with consumers, encourage more loyalty and greatly improve the customer experience. Importantly, all of these factors combine to make Proximity marketing a very effective tool to generate higher ROI for businesses and advertisers.

Location Based Services (LBS) is no longer a buzz phrase of marketing, as it’s set to grow to US$77.84 billion by 2020. PCCW Solutions jointly developed Geomagnetic Location-based solutions with Hong Kong University of Science and Technology. We use the earth’s geomagnetic fields to enable the compass of smartphones to precisely locate individuals within indoor spaces. The set up is easy, requires no hardware installation, and is compatible with both iOS & Android devices.

With Geomagnetic Location-based solutions, PCCW Solutions enables retailers to navigate its customers to the outlets they are searching and adopt proximity marketing to boost sales.

>

Mobile payment

According to Visa, by 2020, mobile payment will be a standardized process. As projected by Business Insider, by 2020 mobile payments will account for US$503 billion in sales.

Consumers like to tap, and businesses need to set themselves up for success in this area. With Apple Pay, Android Pay, and Samsung Pay continuing to expand into North America and globally, the importance of being able to accept contactless transactions will increase. Consumers will expect to be able to pay the way they want, and businesses will need to evolve as its customer expectations change. Retailers who don’t soon implement mobile payment solutions will fall behind and risk losing out on sales.

>

Digital Supply Chain

According to Kurt Salmon’s recent study, nearly 75% of surveyed retailers are currently implementing or piloting RFID, and more retailers are discovering the technology can offer worthy results, with 90% saying they were measuring return on investment by inventory accuracy with an average improvement of 25%.

While inventory visibility and accuracy can be a compelling benefit of RFID as more retailers expand their omni-channel capabilities, RFID can generate information that can be combined with other store-level data and provide insights in areas including demand forecasting, dynamic pricing and in-store marketing.

>

Omni-channel Retailing

Bricks-and-mortar and e-Commerce are constantly fighting for consumers’ attention and dollars. While 94% of all retail sales still take place in stores, e-Commerce sales are expected to increase annually by 17%, reaching US$414 billion by 2018.

Consumers increasingly prefer ‘seamless omni-channel experience’. Two out of three customers have made purchases in the past six months that have involved multiple channels, and omni-channel customers shop more frequently, spending more than three times more than other shopper types.

84% of customers believe that retailers should be doing more to better integrate their offline and online channels. Retailers are urged to find new ways to combine e-Commerce and retail and provide convenience and personalized experiences.

>