HP Innovation Journal Special Edition: Retail Transformation | Page 7

of both worlds, providing the functionality of a fixed point
of sale system with the flexibility of a mobile device. It
ensures that no matter how business requirements change
in the future, retailers are positioned to be agile and adapt
and the technology is there to execute that plan.
In any of these cases, it’s best to turn to products that
have the flexibility to meet current and future business
needs, to stay ahead of the curve and remain competitive
for years after implementation. The HP Retail Solutions
portfolio—including the Engage One, the Engage Go, and
the Engage Flex—is designed with an eye on the needs of
the future. These HP devices use the 8th generation Intel ®
chipset, which is optimized for Windows 10, and modern
processors that meet current needs and are robust enough
to match future processing demands to better serve con-
sumers. Which means that as business needs evolve, and
system demands grow, you’re already prepared.
THE FUTURE OF CUSTOMER SERVICE
Customer demands are rapidly evolving, growing over
time and expanding to include services that just a few
years ago were not a part of how typical or even stand-
out businesses provided service. Consumers are channel
agnostic, combining bricks and clicks, and engage with
brands, products and services according to personal
preferences. The best-positioned retailers will leverage
the latest technology to provide service when and where a
customer wants it, and exactly how they want it.
Shoppers are 85 percent more
likely to frequent stores that offer
personalized offers in real time,
and 75 percent more likely to shop
places that deploy self-serve kiosks
and interactive screens 1 .
Leading operators will tailor personal engagements to
consumer preferences: whether a customer is browsing
in a store, simply picking up an item, or any other situa-
tion imaginable. New, adaptable technology—like the HP
Engage Go—also allows the associate to meet customer
needs wherever they are in the store, providing a more
convenient and engaging experience.
For example, imagine a hotel chain in Manhattan. It’s a
boutique hotel brand, designed to appeal to a specific seg-
ment of traveling customers. In such a space, the ability
for an associate to use a mobile device and complete curb-
side check-in with a guest is highly valuable. It makes the
process convenient and personal, putting guests at ease
and offering them a unique experience that enhances the
brand. That ability to personalize experiences depending
on the space and the individual customer’s desires drives
brand perception to previously unavailable levels.
HARNESSING DATA FOR ACTIONABLE OUTPUT
Businesses can collect more data than ever before using
new and developing technologies. Sensors, video cameras
and other devices integrated into retail and hospitality
environments can be employed to gather data on cus-
tomer preferences and shopping behavior, track inventory
availability, observe traffic flows, or present helpful
information based on age or gender demographics. The
vast amount of data can be overwhelming, but it’s key for
businesses in the future to make sense of it turning the
data into actionable insights.
Corporate and frontline employees alike can analyze inven-
tory data, determine the optimal number of employees, and
figure out how to appeal to a target demographic for retail
sales or determine what cuisines to prioritize for hospitality
customers. These functions are particularly suited to the
HP Engage Flex product line, which offers high-powered,
incredibly reliable edge computing capabilities.
Finally, such insights create a more seamless customer
service environment. Instead of customers standing in
a section of a home goods store in front of a display of
appliances, pressing a customer service button, and hearing
a message over a PA system, sensors and analytics tools
within a retail space can direct associates to where they are
needed and provide them real-time information needed to
engage the customer and offer meaningful service. This
allows for a more personal interaction, and for an associate
to help seal the deal in the final purchase decision.
We can’t guarantee what the future will look like, but
we can foresee some changes on the horizon, like the
ever-present need for greater computing power, and the
ability to handle increased automation. And along the
swift current of future business needs, HP is committed
to delivering the technologies that continue to enable
business to keep up with consumer demand, delivering a
roadmap that helps retailers today and positions them for
success in the future.
1. HSO, “The store of the future—creating the ultimate shopping expe-
rience” infographic, 2018.
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