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FutureReady

Your executive briefing
on the future of retail in an
AI-driven world.

J A N U A R Y 2 0 19

How Conversational AI is Redefining
the Customer Experience

E X E C U T I V E B R I E F I N G 01

Retail Renaissance

EXECUTIVE BRIEFING

Contents
00

Executive Summary

01

The Retailpocalypse

02

New Customer Expectations

03

Retail Renaissance: 5 Drivers

04

Heyday Overview

Retail Renaissance: How AI is Redefining the Consumer Experience

2

EXECUTIVE BRIEFING

A retail
renaissance awaits
It’s no secret that a retail transformation is underway. Brands must
provide speed, convenience, and personalization at every touchpoint,
or they will fail to meet the rising expectations of today’s customers.
With the ubiquity of mobile, the barriers
between the physical and digital worlds
have disappeared. Customers expect
instant service and value anywhere and
everywhere.

conversational computing and AI are
ushering in a retail renaissance, a new
era of bespoke shopping experiences
and VIP service for every customer.

A personalized omnichannel experience
should no longer be an empty
Powerpoint promise. With Conversational
AI, it is now becoming a reality.

We hope this handbook becomes the goto guide of forward-thinking retailers
who are looking to put technology at the
service of their customer service teams
and their customers.

The following executive briefing will
explore the seismic shifts happening in
retail and e-commerce, and how


Here’s to a more human and
personalized customer experience.

Étienne Mérineau
Co-Founder, CMO at Heyday.ai
etienne@heyday.ai

Retail Renaissance: How AI is Redefining the Consumer Experience

3

EXECUTIVE BRIEFING

“The future of retail
is about creating a
customized experience
through product
personalization and
specific customer
considerations.”
Grégoire Brasset
Vice President and General Manager, Lacoste Canada

Retail Renaissance: How AI is Redefining the Consumer Experience

4

01

EXECUTIVE BRIEFING

Chapter 01

The retailpocalypse
is still raging,
but it’s not all doom
and gloom.

Chapter 01: The Retailpocalyspe is Still Raging

5

EXECUTIVE BRIEFING

The casualties
of change
— Sears, Claire’s, Toys ‘R’ Us… All of
these household names have one thing in
common: They’ve all filed for bankruptcy
in the past year, and the list goes on.
In 2018, 15 U.S. retailers have filed for
bankruptcy or announced liquidations.

From department stores to mattress
retailers to toy stores to grocers, the
effects are rippling through just about
every vertical there is. According to JLL
research, over 7,000 stores closed in
2017 in the U.S. alone, including those of
bankrupt retailers.

2018

Bankruptcies and Liquidations

Source: CNBC

Chapter 01: The Retailpocalyspe is Still Raging

6

EXECUTIVE BRIEFING

Who’s to blame?
A change in shopping habits combined with overly aggressive store
growth has created a perfect storm that is shaking up the industry. It’s
easy to point fingers at the usual suspect, Amazon, and its one-click
payment empire. After all, Amazon lays claim to half of all e-commerce
sales in the U.S., a staggering $258.2 billion this year alone.1
However, Amazon’s meteoric rise is just a
reaction to the disease. The real issue is
the retail industry’s inability to foresee and
adapt to seismic technological shifts and
the transformation of customer habits and
expectations.
Smaller newcomers are also massively
disrupting a number of retail verticals. In
a matter of a few short years, maverick
brands like Warby Parker, Casper, and

Chapter 01: The Retailpocalyspe is Still Raging

Dollar Shave Club have shaken up old
dusty categories and continue to grab
sizeable market share in prescription
lenses and frames, mattresses and CPG
respectively. The common denominator is
simple: brands are realizing the sheer
importance of creating a convenient,
frictionless business model. It’s only with
a customer-focused strategy that brands
will be able to win their customers’
hearts, minds and hard-earned money.

7

EXECUTIVE BRIEFING

“CRM stands for
‘consumers really
matter.’ Unfortunately,
most companies are
still doing a lousy job
at personalizing the
customer experience
with data.”
Peter Weedfald
Senior Vice President of Sales and Marketing, SHARP Home Appliances

Chapter 01: The Retailpocalyspe is Still Raging

8

EXECUTIVE BRIEFING

E-commerce is
not all roses
— After reading about these bankruptcy
horror stories, it’s easy to think that
e-commerce can solve all the problems
that traditional retail couldn’t.
However, even e-commerce isn’t perfect,
just take a look at the sky-high return
and cart abandonment rates.2
Too often, e-commerce experiences feel
impersonal, and finding a product is like
finding a needle in a haystack.

Chapter 01: The Retailpocalyspe is Still Raging

Does anyone really need 1,645 results
when shopping for a refrigerator?
And yet, people still prefer this
imperfect, impersonal experience over
shopping in-store. Convenience is king
and it remains online shopping’s main
appeal, but to surpass brick-and-mortar
shopping, e-commerce merchants will
need to shift their focus to increasing
personalization and boosting customer
satisfaction.

9

EXECUTIVE BRIEFING

How to go from
“doom” to “boom”
Despite these challenges, we are living in exciting times, and there’s a
lot to be hopeful about. We’re in the midst of a retail revolution,
powered by new technologies and accelerated by shifting customer
behaviours. As mobile commerce, messaging, voice assistants, big
data, and AI-powered personalization combine their powers to change
the way people interact with businesses and with each other, new
opportunities will arise.
Just take a look at Walmart’s recent
turnaround.
When Walmart decided to bolster their
e-commerce strategy, they set their
sights on acquiring Jet.com. After
announcing their plans to purchase the
little-known start-up in 2016 to the tune
of a cool $3 billion, the decision was met
with a fair share of skepticism, to say the
least. But 2 years later, that move is
looking better and better.

Today, Walmart (which includes Walmart,
Sam’s Club and Jet.com brands) is one of
the fastest growing e-commerce retail
businesses and is about to overtake
Apple as America’s No. 3 e-retailer
according to the latest forecast from
eMarketer. This estimate comes with the
retail giant registering 43% growth in
e-commerce in Q3 2018, with a 32% rise
in the U.S. alone.3 In just two short years,
Walmart has transformed itself into an
agile giant capable of operating just as
effectively online as they do offline.

By the end of 2017, Walmart’s U.S. e-commerce sales climbed to 63% and their
online inventory has grown from 10 million to over 67 million items.4

Chapter 01: The Retailpocalyspe is Still Raging

10

EXECUTIVE BRIEFING

Click and mortar is
paving the way
On the flip side, some of the world’s top online performers are
strategically returning to brick and mortar, using flagship stores as the
cornerstone of their omnichannel retail strategy. Apple, IKEA, and
Sephora are the poster children for the reinvented retail store.
With global retail growing at an average
annual rate of 6% over the last five
years, it’s clear retail is still going strong.
Over the same period, retail in both
Canada and the U.S. has seen average
growth rates of over 4%.5
BOPIS (Buy Online, Pickup In-Store) is
another path forward for omnichannel
retailers. When analyzing 2018’s Cyber
Monday data, John Copeland, Head of
Marketing and Customer Insights at
Adobe, noted: “Sales coming from

2017 GROWTH IN SALES

7%

4.4%

smartphones hit an all-time high of $2
billion and we saw a significant spike in
the BOPIS trend.”
With a new generation of shoppers
demanding a new retail experience,
forward-thinking retailers will think
beyond the obsolete “physical” vs.
“digital” dichotomy. They will go one step
further to adopt a customer-first
strategy that bridges the gap between
both worlds.

CAGR 2012-2017

4%

Source: Retail Insider

Chapter 01: The Retailpocalyspe is Still Raging

11

EXECUTIVE BRIEFING

“I like using the words
‘unified commerce’.
Today’s customers want
to be able to shop what
they want, research
what they want, buy
what they want,
anywhere and at any
time.”
Jeff Pearson
Senior Vice President of E-commerce and Marketing, LIDS Sports Group

Chapter 01: The Retailpocalyspe is Still Raging

12

02

EXECUTIVE BRIEFING

Chapter 02

You need more than
a digital strategy,
you need a
customer strategy.

Chapter 02: You Need More than a Digital Strategy

13

EXECUTIVE BRIEFING

Adopting a
customer-first focus
— As Ian Rogers, Chief Digital Officer at LVMH, pointed out in a
recent interview: “When somebody says, ‘We’re really behind
on digital,’ my response is, ‘You’re behind in every aspect of
your business?’”.6 Despite digital still being treated as a
separate channel, digital permeates every aspect of our lives.
Talking about digital is like talking about electricity. And with AI
helping us leverage data from the cloud in real time and in
every context, the frontiers between the physical and digital
worlds will continue to fade.

Constantly connected consumers expect
constantly available brands
Customers have a giant product catalogue in their pocket and infinite choices at their
fingertips. In the constant battle for customers’ limited attention, market preference
and personalized experiences will cut through the clutter. But in order to even think
about achieving this, retailers need to craft a solid customer strategy to match their
customers’ journey. A true omnichannel customer strategy transcends the mere
location of your store, whether it’s on Fifth Avenue, in a small town mall or hosted in
the cloud.

Customer experience is the sum of every micro interaction with your brand,
from product search to transaction to post-purchase support.

Chapter 02: You Need More than a Digital Strategy

14

EXECUTIVE BRIEFING

The four pillars of
customer expectations

01

Speed & Efficiency
— We live in a world where we can get a car to our door
in 5 minutes, or purchase a book with a click and have it
on our doorstep the next day. No matter what business
you’re in, you need to be able to deliver your value, your
service or your product fast.
According to a recent Microsoft study, our current
attention span is around 8 seconds. 1 second less than
that of a goldfish. So if your customers need 7 clicks to
check out, or it takes them 10 minutes and a phone call
to book an appointment or a vacation, that’s just more
time for them to second-guess their decision altogether.
In short, people are addicted to speed and efficiency.
They want smartphone-level immediacy everywhere
and instant gratification across all facets of their life.

According to a recent Microsoft study, our current
attention span is around 8 seconds. 1 second less
than that of a goldfish.

Chapter 02: You Need More than a Digital Strategy

15

EXECUTIVE BRIEFING

The four pillars of
customer expectations

02

Ease & Convenience
— Today’s customers love having the freedom to
browse and shop whenever and however they want.
They want to live chat with a customer service agent
on an e-commerce site at lunch. They want to go to the
store to try something on. They want to be able to
make the final purchase while comfortably watching TV
at home. The journey is fragmented, to say the least,
and that’s why creating a consistent, convenient
customer experience is so crucial.
The power of mobile and messaging enhanced by AI
combined with the real-time processing of customer
data can help retailers personally connect with
customers. By using these trends and technologies to
assist them on their journey, retailers can remove
friction from the shopping experience and become
trusted virtual companions.

Source: Think With Google

Chapter 02: You Need More than a Digital Strategy

16

EXECUTIVE BRIEFING

The four pillars of
customer expectations

03

Personalization
— Brands of the past were built for the masses. Brands
of the future will be tailored to each customer. As Keith
Weed, CMO at Unilever explains: “The future of
marketing is consumer segments of one”.7 This is true
for CPG brands and retailers alike, and according to
Accenture, customers are 75% more likely to buy from
retailers that recognize them by name or make “smart”
recommendations based on past purchases.

Chapter 02: You Need More than a Digital Strategy

17

EXECUTIVE BRIEFING

From a product personalization standpoint, we’ve already seen big-time retail brands
like Nike and Lacoste apply these principles. NIKEiD lets anyone step into the shoes
of a professional athlete, giving them the freedom to design a custom pair of Nikes to
meet their exact tastes and specifications. Lacoste took their quintessential piece to
the next level by allowing customers to put their own twist on a classic polo with
custom colour, logo, and monogram combinations.
On the CPG side, Coca-Cola made a bold statement in 2014 by replacing the brand
name on their bottles with people’s names. The “Share a Coke” campaign grew their
sales for the first time in ten years and is regarded as one of the best product
innovations of the last decade. But product personalization is just the beginning -- the
next step is service personalization. For retail brands, that means personalization should
not simply be on the radar but should be a core pillar of their strategy moving forward.
According to CX consulting firm Walker, 2020 will be the year customer experience
will surpass price and product as the key competitive differentiator.

Chapter 02: You Need More than a Digital Strategy

18

EXECUTIVE BRIEFING

The four pillars of
customer expectations

04

On-demand availability
— Superior customer service has become a key
differentiator for retail brands and these days, 24/7
availability is an absolute must. As customers, we
choose to contact businesses when and how we want.
A recent report from the MIT Technology Review found
that over 90% of world-leading brands with high levels
of customer satisfaction use AI to augment their
customer service teams. Unlike human agents who can
normally only support customers during office hours,
customer service chatbots don’t need to eat, sleep or
take days off. The most progressive brands understand
the value of AI-augmented support teams
complementing their human agents to help deliver the
ultimate customer experience and ensure a 24/7/365
availability at scale.

According to a 2017 Salesforce report, 71% of
customers identified 24/7 access to customer care as
the main influence on their loyalty, surpassing the
importance of personalization.

Chapter 02: You Need More than a Digital Strategy

19

EXECUTIVE BRIEFING

Key takeaway
Speed, efficiency, convenience, personalization, and on-demand
availability are all key ingredients to a successful customer strategy.
Breakthrough technologies like AI-powered customer assistants and
chatbots can help brands deliver VIP service at scale while reducing
costs and positively affecting the bottom line.

Chapter 02: You Need More than a Digital Strategy

20

EXECUTIVE BRIEFING

“Customers want things
faster and with greater
relevance. They’re
looking for an elevated
level of interaction.”
Noam Paransky
Senior Vice President of Digital, Gap Inc.

Chapter 02: You Need More than a Digital Strategy

21

03

EXECUTIVE BRIEFING

Chapter 03

Retail renaissance:
Five trends that are
transforming retail
forever.

Chapter 03: Five Trends that are Transforming Retail Forever

22

EXECUTIVE BRIEFING

Five drivers of
retail transformation
— As digital disruption continues to alter the retail landscape, retailers need to keep a
close eye on the systemic trends at play. At Heyday.ai, we help our clients navigate
the shift to a mobile-first world by creating more personalized shopping experiences,
powered by artificial intelligence. We have a front-row seat to the newest trends in
the retail landscape on a daily basis. Here are five that we see shaping the future of
retail and pushing brands to reinvent the way they communicate and sell.

Chapter 03: Five Trends that are Transforming Retail Forever

23

EXECUTIVE BRIEFING

01

Mobile
commerce
is booming

— Larger screen sizes, faster loading times, increased personalization and live chat are all
contributing to the creation of a more enjoyable and convenient mobile customer
experience. The result? Mobile commerce is skyrocketing. In fact, it’s expected to surpass
PC commerce and reach $284 billion in market size by 2020, according to BI Intelligence.

68%

of total e-commerce
traffic and 46% of total
revenue came through
mobile channels this past
holiday season
Source: Salesforce

Smartphones are customers’ go-to advisors and assistants. Mobile is a cornerstone
for retailers who need to create value and utility in shoppers’ journeys, both online
and offline. It is also forcing them to shift their marketing from a traditional, quarterly
campaign strategy to an always-on conversational approach, where brands become
virtual companions.

Chapter 03: Five Trends that are Transforming Retail Forever

24

EXECUTIVE BRIEFING

02

Messaging
is king
g

— According to a Deloitte study, 80% of brands struggle to get more than 1,000
downloads for their branded apps. Knowing this, messaging could be the key to
reaching this generation of text-hungry customers who spend most of their time on a
single category of apps — messaging.

Source: Statista

Chapter 03: Five Trends that are Transforming Retail Forever

25

EXECUTIVE BRIEFING

The top 4 messaging apps in the world (WhatsApp, Facebook
Messenger, WeChat, and QQ Mobile) have a combined 4.6 billion users.8
91% of teenagers and 80% of adults use these apps every day.9
Every month, a whopping 10 billion messages are sent between businesses and
customers on Facebook Messenger alone.10 Customers increasingly expect
businesses to be available via text message, forcing retailers to rethink their
communication strategies. Being able to continue the dialogue over a period of time
will guide the future of customer engagement beyond the four walls of a store.
Thanks to conversational interfaces, there is an unprecedented opportunity to build
meaningful and enduring customer relationships. Those who fail to capture it will end
up losing the mobile commerce battle to competitors who have made the jump to a
messaging-first sales strategy.

Decathlon relies on
Heyday.ai to pre-qualify
website visitors, turn
Messenger traffic into
leads, and boost their
in-store sales team.

Chapter 02: You Need More than a Digital Strategy

26

EXECUTIVE BRIEFING

03
24%

of shoppers said they
prefer to use a voice
assistant over a website

The popularity of
voice assistants
is on the rise
— The impact of voice on commerce continues to be
underrated. Consider the following: As of January 2018,
one in six Americans owns a voice-activated smart
speaker and 41% of people use voice search at least
once per day.11 Better yet, according to a recent study by
consulting firm Capgemini, 24% of shoppers said they
would prefer to use a voice assistant over a website.

Given the importance of a smooth and seamless user experience, the understated
benefits of voice are a little peculiar, considering voice is perhaps the most
frictionless user interface we have. Since people gravitate toward the path of least
resistance, voice will dramatically change the way customers search for new
products and will continue to increase our expectation of instant gratification.

Chapter 03: Five Trends that are Transforming Retail Forever

27

EXECUTIVE BRIEFING

From product search to researching store information to checking order status, voice
assistants can become a trusted companion throughout the entire customer journey
that can regularly nurture the relationship. The following graph from Adobe’s Retail
Unwrapped: 2018 Holiday Predictions Report sums it up nicely:

Voice Assistants Augment the
Shopping Experience
While not many smart speaker owners commit to placing orders with their device,
they use them heavily to create lists, compare prices, and initiate their product search.

1.
2.
3.

Product search/research
Creating shopping lists
Price comparison

4.
5.
6.

Researching store information
Checking for deals and promotions
Placing one-time delivery orders

Chapter 03: Five Trends that are Transforming Retail Forever

7.
8.
9.

Checking status of order delivery
Re-ordering frequently bought items
Placing orders for in-store pickup

28

EXECUTIVE BRIEFING

04

Consumer data
is exploding

The more we communicate with messaging apps, digital assistants
on our phones and smart speakers, the more data we collectively
create as a result.
According to a report by IBM, 90% of the
world’s data has been created in the last
two years alone. That’s an enormous
quantity of consumer data that, once
properly stored and structured, brands
can leverage in order to adapt their
customer experiences to each and every
one of us.
Let’s address the obvious question here:
Yes, consumers are increasingly
sensitive about how their data is shared
and used by businesses. That said, they
are still willing to use it as currency to
obtain an elevated level of service.

Better yet, by opening 1:1 communication
channels with customers, retailers can
start capturing psychographic data
through these ongoing conversations to
better understand their customers’
intentions, preferences, motivations and
interests.
Data-driven personalization is the holy
grail that will redefine how retailers design
their entire customer experience. In the
end, it’s about creating a seamless,
tailored service that leverages the full
spectrum of online and offline interactions,
from the initial conversation to in-store
conversion to product consumption.

A Columbia Business School study showed 75% of survey participants are more
likely to share personal data with a brand they trust. Including sensitive information
like their name, address, cell phone number and date of birth.

Chapter 03: Five Trends that are Transforming Retail Forever

29

EXECUTIVE BRIEFING

05

Conversational
AI is reshaping
the world

In an AI-driven world, declared data is the supreme gas that fuels the
engine. Too often retailers and marketers view messaging apps, voice
assistant platforms and artificial intelligence as separate trends.
But with billions of customer
conversations happening on messaging
apps like Facebook Messenger,
WhatsApp, and live chat website
widgets, conversational AI will continue
to unlock a truckload of consumer data
that brands can gather and leverage in
the right context, at the right moment.
Data accessibility combined with the
democratization and preference of
conversational interfaces will forever
change the way customers access and
interact with the internet. Though it is
still a young market, Conversational AI is
already reshaping the world both
technologically and culturally. In the
retail space, AI will quickly become the
glue of omnichannel, connecting
customers to a personalized and

Chapter 03: Five Trends that are Transforming Retail Forever

consistent shopping experience across
all touchpoints.
Amidst this artificial intelligence boom,
all the tech titans - from Google to
Facebook to Apple, Amazon, and
Microsoft - are investing massive
amounts of money and resources to win
this AI arms race and consolidate their
cloud-based power.

25%

of brands will integrate virtual customer
assistant or chatbot technology across
customer engagement channels by 2020
Source: Gartner

30

EXECUTIVE BRIEFING

Conversational AI is the new search
­ Google’s “I’m Feeling Lucky” button is suddenly running out of luck as people

increasingly use voice to search for information and products online. In fact, 20% of
searches made in the Google App are now made by voice.12 As conversational
interfaces become more ubiquitous, AI assistants will become the new go-to
companions that search and curate information for us.

Chapter 03: Five Trends that are Transforming Retail Forever

31

EXECUTIVE BRIEFING

Conversational AI is the new store
— Turning a conversation into a transaction: it’s the number one talent of any great
store associate. But when the bulk of your clientele is not visiting your physical store
anymore, how can you achieve this level of personalization?
Thanks to Conversational AI, e-commerce merchants can finally get personal and it’s
already impacting the bottom line. According to Salesforce, 35% of revenue during the
2018 holiday shopping season was done through AI-based product recommendations.

35%

of revenue during the 2018 holiday
shopping season was generated through
AI-based product recommendations.
Source: Salesforce

Chapter 03: Five Trends that are Transforming Retail Forever

By designing context-rich conversations
that leverage historical data like past
interactions, personal preferences and
purchase history, brands can now offer a
highly-personalized online experience
that assists and adapts to each customer.
The end goal for retailers is to deliver an
anticipatory shopping journey. Over time,
the conversations brands have with their
customers will help create specific, deep,
and desirable relationships that a static
website could never achieve.

32

EXECUTIVE BRIEFING

Conversational AI is the new help desk
­ As messaging and live chat surpass email and phone as the primary customer

support channels, businesses will need to shift their focus to ensure 24/7 availability
and deliver instant support. Conversational AI can offer that first-line concierge
service that automates the most redundant and mundane questions, subsequently
freeing up customer service teams and letting them focus on those sensitive
conversations that require a human touch.
Solutions like Heyday.ai leverage the expertise of a brand’s store associates and
human reps to train the AI to turn it into the ultimate virtual brand ambassador. Over
time, this creates a perfect, virtuous circle where the AI learns from human reps and
human reps get recommendations from the AI. It’s the perfect interplay that
combines the scalability and efficiency of automation with the expertise and
emotional intelligence of human agents. The result? A superior customer experience
at a fraction of the cost.

3/4

of customers prefer to
solve issues on their own
by using a self-serve
knowledge base and
chatbots.13

Chapter 03: Five Trends that are Transforming Retail Forever

33

EXECUTIVE BRIEFING

Conversational AI is the new marketing
­ Given the shrinking average tenure of global CMOs, it’s fair to say that a digital

revolution has completely changed the rules of the game for marketers. Simply put,
talking at customers with traditional, one-sided ads and email is both inefficient and
impersonal. This one-to-many communication model is costing advertisers billions in
ad dollars every year while resulting in an underwhelming and diminishing ROI.
Thanks to conversational marketing, brands can now engage with their customers on
a personal level and build that emotional connection to create increased satisfaction
and boost lifetime value. It’s already proven to be the new marketing darling, and the
results speak for themselves.
Conversational marketing is helping e-commerce brands engage with their customers
by building highly specific audiences, qualifying leads, collecting data, and converting
customers with personalized product recommendations.

Average metrics
using AI-powered chat
• Open rates on chat: 85%
(vs 20% open rates with email)
• Engagement rates on chat: 40%
(vs 1% CTR on ads)
• Conversion rates on chat: 15%
(vs 2% CTR with email)
Danone leverages Heyday’s AI platform to
offer engaging product information, automate
answers to FAQs, and power their Facebook
Messenger ad campaigns.

Chapter 03: Five Trends that are Transforming Retail Forever

34

EXECUTIVE BRIEFING

“The more complex the
customer journey, the
more you risk losing
customers. Chatbots
help the process
stay fluid and remove
friction.”
Jim Lyski
Chief Marketing Officer, CarMax

Chapter 03: Five Trends that are Transforming Retail Forever

35

04

EXECUTIVE BRIEFING

Chapter 04

Meet Heyday,
your new customer
experience hero.

Chapter 04: Your New Customer Experience Hero

36

EXECUTIVE BRIEFING

Meet Heyday
— Heyday.ai is a next-generation live chat solution that combines the power of
artificial and human intelligence to deliver the ultimate customer experience by
enabling highly personalized customer conversations.

Help(less) Desk
(traditional live chat solutions)

Heyday AI
(AI-augmented customer experience)

Long wait times

Instant responses

9-to-5 office hours

VS

24/7 service

Impersonal forms

Personalized conversations

Time wasted on repetitive work

Save time for high-value interactions

Website only

Omnichannel concierge service

Chapter 04: Your New Customer Experience Hero

37

EXECUTIVE BRIEFING

E-commerce just
got personal
Heyday.ai comes packed with state-of-the-art features and
automation that ushers in a new era in customer experience
management for e-commerce and retail brands.

A nifty customer concierge
Part personal shopper, part support agent, our customercentric Conversational AI helps scale your personalization
efforts by integrating with your online store’s product feeds to
create highly contextual and relevant recommendations.

AI superpowers for your agents
Our AI crunches historical chat data to recommend timely,
contextual responses for your agents, so they can handle
customer queries effectively and efficiently. Our AI also
continuously learns from the collaboration within your team to
get smarter over time.

Built-in conversational CRM
Heyday.ai captures a wealth of conversational insights to create
detailed customer profiles. Sync it with your CRM to deliver a
highly personalized customer experience across platforms.

Chapter 04: Your New Customer Experience Hero

38

EXECUTIVE BRIEFING

Powerful conversational
commerce features
Our chat interface comes with powerful e-commerce
integrations to help agents recommend products, create
shopping carts on the fly, and convert customers directly
inside the chat.

Marketing automation on beast mode
Unlock the power of deep audience segmentation, conversion
funnels, and powerful marketing automation capabilities. Our
message broadcast panel helps effectively schedule drip
campaigns to personally reach each customer and boost their
lifetime value.

Heyday’s Agent Hub is available on desktop & mobile (iOS & Android apps)

Chapter 04: Your New Customer Experience Hero

39

EXECUTIVE BRIEFING

“On top of giving us an
innovative competitive
advantage that our
consumers love,
Heyday.ai definitely
elevated our customer
experience to the next
level.”
Arthur Sylvestre
Senior Media & Digital Manager, Danone

Chapter 03: Five Trends that are Transforming Retail Forever

40

EXECUTIVE BRIEFING

The retail renaissance
is underway. Are you
future-ready?
If you need assistance in your reinvention,
don’t hesitate to reach out:
humans@heyday.ai

Retail Renaissance: How AI is Redefining the Consumer Experience

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EXECUTIVE BRIEFING

Sources
1.

“Amazon lays claim to half of all e-commerce sales in the U.S., a staggering
$258.2 billion this year alone.” - https://techcrunch.com/2018/07/13/amazonsshare-of-the-us-e-commerce-market-is-now-49-or-5-of-all-retail-spend/

2.

Cart abandonment rates: https://www.barilliance.com/cart-abandonment-ratestatistics/

3.

This estimate comes with the retail giant registering 43% growth in e-commerce
in Q3 2018, with a 32% rise in the U.S. alone.” - https://www.retaildive.com/news/
walmart-e-commerce-sales-soar-43/542341/

4.

By the end of 2017, Walmart’s U.S. e-commerce sales climbed to 63% and their
online inventory has grown from 10 million to over 67 million items. - http://
fortune.com/2017/05/18/walmart-online/

5.

With global retail growing at an average annual rate of 6% over the last five
years, it’s clear retail is still going strong. Over the same period, retail in both
Canada and the U.S. has seen average growth rates of over 4%. - https://www.
retail-insider.com/retail-insider/2018/2/the-state-of-retail-in-2018-turbulenttransformative-but-surprisingly-healthy

6.

As Ian Rogers, Chief Digital Officer at LVMH, pointed out in a recent interview:
“When somebody says, ‘We’re really behind on digital,’ my response is, ‘You’re
behind in every aspect of your business?’’. - https://qz.com/work/1460368/
lvmhs-chief-digital-officer-says-digital-is-a-nonsense-word/

7.

The future of marketing is consumer segments of one” - https://www.
thinkwithgoogle.com/consumer-insights/unilever-consumer-marketingsegmentation/

8.

The top 4 messaging apps in the world (WhatsApp, Facebook Messenger,
WeChat, and QQ Mobile) have a combined 4.6 billion users. https://www.statista.
com/statistics/258749/most-popular-global-mobile-messenger-apps/

Retail Renaissance: How AI is Redefining the Consumer Experience

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EXECUTIVE BRIEFING

Sources
9.

91% of teenagers and 80% of adults use these apps every day. https://www.
brandwatch.com/blog/amazing-social-media-statistics-and-facts/

10. Every month, a whopping 10 billion messages are sent between businesses and
customers on Facebook Messenger alone. - https://www.facebook.com/
business/news/insights/why-messaging-businesses-is-the-new-normal
11. As of January 2018, one in six Americans owns a voice-activated smart speaker
with 41% of people using voice search at least once per day. - https://www.
theverge.com/2018/1/15/16892254/smart-speaker-ownership-google-amazon
12. In fact, 20% of searches made in the Google App are now made by voice https://www.thinkwithgoogle.com/data/google-app-voice-search/
13. 3/4 of customers prefer to solve issues on their own by using a self-serve
knowledge base and chatbots. - https://www.aspect.com/company/news/pressreleases/customer-serve-thy-self-new-study-reveals-millennials-desire-forself-service-digital-interaction-to-change-customer-service-forever

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