< Previouscombination of virus and storms united against the show, ISE 2020 still managed to deliver a vibrant exhibition and programme of content that included conferences, keynotes and training. As Mike Blackman, Managing Director of Integrated Systems Events, commented: “This year’s show demonstrated to us just how determined our attendees were to come to ISE. Many of our exhibitors exceeded their targets for customer engagement and lead generation. The show has delivered on all fronts: as the global industry’s biggest annual forum, as a launchpad for new solutions, as a place to do business, and as a source of professional development and education.” While attendance was understandably down against the previous year, crowds still flocked to the event. Daily attendance figures, which include exhibitors and attendees, made a cumulative total of 116,599 visits. Going forward During ISE 2020, over 950 exhibitors booked their stands for ISE 2021, with 61,968 square metres of stand space sold by the close of the show. This equates to 82% of the available ISE 2021 show floor, and approximately 115% of 2020’s exhibition floor space. Reflecting the increasing number of vertical markets that ISE serves, additional Technology Zones for next year include Live Events and Lighting, Broadcast, and VR/AR/XR. ISE 2021 will take place at the Gran Via – Fira de Barcelona in February 2021. Global Health Emergency The World Health Organisation made it official: Coronavirus is the first “global health emergency” of our new era of major power competition. It will affect global markets, but will also have an effect on geopolitics. It’s already clear that the coronavirus’ impact, though too early to fully measure, will be significant on Chinese and global supply chains, markets and economies. But it’s not too early to contemplate the potential, unintended consequences of the virus, thought to have originated in a Wuhan wildlife wet market. So far, the effects of the virus outbreak on tech companies have largely been due to China being brought to a standstill by mandatory ‘self-quarantines’. However, as we saw with reduced numbers at ISE 2020, global exhibitions and conferences held elsewhere are now being hit. The Mobile World Congress in Barcelona has now been cancelled because the global concern regarding the coronavirus outbreak makes it impossible for the GSMA to hold the event due to a succession of major brands pulling out as a result of the virus. Also hit by postponements are Beijing InfoComm China 2020, GETShow and Prolight + Sound Guangzhou, plus LED China and its associated shows, MIPTV, ISE2020 20 KIOSK solutions20 KIOSK solutionsProlight + Sound and MIR TECH, as the number of people infected by the novel coronavirus increases. The list of postponements and cancellations of trade fairs and exhibitions is growing longer by the day. The data provided by the WHO in a Situation Report published March 8, shows that, worldwide, there are currently 105,586 confirmed cases of COVID-19 - 3,656 of which were diagnosed in the 24 hours preceding the report. Of those cases, 80,859 are in China, where 3,100 people have died from the illness. COVID-19 has also been confirmed in 101 other countries, territories and areas affecting 24,727 people—484 of whom have died. The impact of the coronavirus is all the greater as it coincides with what was already a slowing Chinese economy. It comes at a time when American and other countries’ companies were already shifting supply lines from China to elsewhere due to new tariffs and trade tensions. The virus may serve as a reminder for companies to more rapidly diversify their supply chains. n Trends found at ISE 2020 Growing importance of AI A recurring theme throughout the event is the growing importance of AI and machine learning. In smart homes, for example, there is growing evidence of manufacturers embracing the likes of Alexa and Google Assistant. It's becoming increasingly important as growing numbers of home devices and appliances become IoT-enabled. On the commercial side, AI – especially in conjunction with sensors such as embedded cameras – is rapidly finding a place in digital signage (a market forecast by AVIXA to be worth $45 billion by 2024 – roughly 35% larger than 2019). Retailers are looking to create more personalised and more relevant consumer experiences, and researchers are expecting the pro AV industry to see greater adoption of AI in the customer experience market, such as hospitality and healthcare. Hospitality companies are expected to spend vast sums on AV in the coming years in order to meet and exceed the expectations of a public deeply rooted in technology. LED proliferation AI is very much a ‘behind the scenes’ technology. The rapid rise in popularity of LED as the screen technology of choice, not only brings unique advantages in the creative deployment of displays such as videowalls, but also, as its price declines, is starting to displace single LCD screens. A recurring question, however, is how long LED will enjoy its current place in the sun. OLED technology has numerous theoretical advantages in terms of image quality, ease of installation and the opportunity for highly creative deployments, but it’s not without its challenges – notably in the area of price. AVoIP It’s not all about images on screens, however. So called ‘object-based audio’ has taken the sound world by storm with its ability to deliver wholly immersive sound stages. Advances in the ‘placing’ of sound are being matched by increasingly sophisticated DSPs that can ‘tune’ an installation to create the optimum match with the acoustics of the room. Together, they’re creating some interesting aural experiences, not least around the digital signage industry. Staying ahead of the game The trick, as always, is to stay abreast of – and, even better, ahead of – the latest developments. A competitive advantage can be quickly lost as others leverage the capabilities of newer platforms. ISE2020 KIOSK solutions 21 Evolution in digital signage now allows retailers to hone in-store customer engagement with more than just visual appeal; potentially reinventing the retail establishment. Actionable Intelligence Capitalising on artificial intelligence (AI) converts traditionally static displays into key players in a store’s revenue strategy. AI provides a platform where advanced signage can instantaneously analyse countless data points to elevate standard AI into a new form of AI known as actionable intelligence. Actionable intelligence is a trigger for cross-selling - a tactic at the core of retail success. Bringing digital signage into the sales fold is critical, nearly 70% of customers say in-store messages sways their decisions, according to studies by Nielson Media Research. However, winning over consumers through digital signage advertisements involves more than simply posting images or calls to action. Effective use of the technology entails developing and using the right content at the right times and targeted to the right individuals. Advances in digital signage design, such as the incorporation of cameras, analytical software and manual inputs, enable the technology to accurately “see” Actionable intelligence 22 KIOSK solutions22 KIOSK solutionsand understand what is happening both inside and outside a store. We've put together five key intelligence factors that differentiate displays so that they adapt to audiences to personalise their experiences with relevant content and ultimately, to entice them to purchase. 1 Gender Cameras anchored to displays and positioned around the store are able to determine the gender of customers entering its field of vision. Utilising 3D and artificial intelligence technology to gain actionable insights, an algorithm within the display’s operating system can be deciphered quickly to determine gender and approximate age so the sign shows related products. That information can be collected and your customer traffic analysed to better optimise ads and promotions. For instance, focused messaging about certain products can appear as your target demographic nears that section, making it more likely that the ad would lead to a purchase. 2 Weather Synced with live weather updates, digital displays can help promote products in immediate need or for anticipated weather events. For example, in the middle of a downpour with unprotected customers running for shelter, a display at the front of the store could highlight different umbrellas in stock or a line of raincoats. Alternatively the messaging could promote sunscreen or lead visitors to an in-store restaurant for an ice-cold drink. 3 Location Every retail location is unique. But typically, there’s something specific to the location where the store resides that appeals especially to shoppers in that particular area. For instance, logo wear affiliated with the local school team or football club could be strong sellers in that area but not in another county. 4 Time of day Digital signs enable users to promote certain products and specials during times of the day when they are likely to sell more and move more profitable items. Using a process called day-parting, which has been successful in restaurants, information can be gleaned from a point of sale system tied into the displays that tracks everything from sales to inventory. Profitable items that aren’t selling well could get a much-needed electronic boost, especially if the store then throws in a discount. By Richard Slawsky © 2020 Networld Media Group | Sponsored by Advantech 2 About the sponsor: Founded in 1983, Advantech is a leading provider of trusted, innovative products, services, and solutions. Advantech offers comprehensive system integration, hardware, software, customer- centric design services, embedded systems, automation products, and global logistics support. 5 Special occasions Holidays and seasonable events are prime selling times for retailers. Because many holidays have widespread appeal to all ages and genders, signage can tie in displays spotlighting countless products and services from around the store. Shoppers around Easter might see a display showing pastel-colored candy, show specials on formal clothes for holiday events or highlight specific festive products. Unique to your brand Actionable intelligence gives retailers options within its revenue-generating strategy to expand or shore up coverage across their footprints with top-of-mind content designed to entice more sales. It also converts digital signage into a versatile, customisable solution that serves a brand’s unique needs and challenges while positively impacting the bottom line. n actionable intelligence KIOSK solutions 23KIOSK solutions 23coughs and sneezes spread diseases The big challenge faced today is the spreading of infection. Contaminated touchpoints may be potentially everywhere, but who cleans the kiosk? By Ali Abdel Senior Technology Manager Connected Technology Solutions (CTS) disinfecting kiosks 24 KIOSK solutions24 KIOSK solutionsOne of the many challenges we face today is the spreading of bacteria and infectious diseases. Contaminated touchpoints are everywhere. While medical facilities are especially prone to hosting pathogens – considering their primary function is treating sick people – quick-service restaurants (QSRs) like McDonald’s and even building lobbies with visitor kiosks present similar infection risks. So, what should we do about it? The United States Environmental Protection Agency (EPA) published its benchmark for sanitisation stating: “A device or solution must kill 99.9% of all pathogens on a visibly clean surface within 30 seconds for it to be considered sanitised.” Simply periodically wiping down the kiosk touch screen is not enough to satisfy the EPA disinfecting standard. So this leaves kiosk owners with two viable options to protect their users: either cover the touchscreen with a topical coating, or clean and sanitise it (and all the surrounding input devices) with UV-C light. While technologies such as antimicrobial coatings or chemical wash solutions are effective, they tend to become less so over time, even if the coating is baked on. Typically, silver, copper or titanium oxides are used as a coating on the surface. Unfortunately, as the surface is touched periodically over time, it can lose up to 30% of its antimicrobial ability. What are the options? Chemical-based solutions tend to have higher operating costs associated with them and can have intermittent effectiveness based on environment. These treatments can also be limited in functionality. Titanium oxide for example, requires light exposure to function, so depending on the ambient light source and strength, it’s possible that solution may not always work at full strength. A UV-C disinfecting solution meets the EPA requirements with “time to sanitation” ranging from 4.25 second for Shigella Flexneri – dysentery to 19.25 seconds to kill Staphylococcus lacti. Here are some reasons the disinfecting UV-C blue light option could be an alternative to other disinfecting options: Effectiveness – UV-C light disinfects the touch screen, and also the surrounding equipment as well. Ingredients – Not all disinfecting solutions need to be chemical-heavy and pose a threat to the environment. A disinfecting option like a UV-C light is chemical-free and emits no by-products. Simplicity – After installation it works 24/7/365 with only a bulb replacement every 17,000+ hours. Fast – The kiosk touchscreen and the surrounding equipment can be germ- free in a very short time. Proven – UV-C has been used in water purification systems since the 1930’s, in disaster remediation since the 1950’s and in hospitals to clean ER’s and OR’s for many years. Affordable – A disinfecting light solution doesn’t require any extensive maintenance, therefore organisations could benefit from low operating costs. Coronavirus With recent news on the virality of the novel Coronavirus, disinfection of kiosks is a concern for all users and suppliers. The UV-C light solution is just one option to consider. n hs and neezes spread diseases disinfecting kiosks KIOSK solutions 25KIOSK solutions 25The fast-casual sector, like many other areas of the hospitality industry, has been faced with multiple challenges in recent years. Recovery from the recession, minimum wage rises, increasing ground rent and changing consumer preferences and behaviours have forced operators to rethink not just their digital strategies but also their operations, especially around fulfilment. We take a deeper dive into the challenges of the fast-casual sector and how digital innovation can help not just minimise their impact, but proactively drive success. Move over baby boomers, make way for the millennials Millennials are the largest generational cohort in history boasting a membership of 79.8million and are expected to have the greatest spending power by 2020. They’re also a bit of a conundrum Traditional marketing approaches don’t seem to be effective on this group that has proven to have wildly differing needs and purchasing patterns. And although some research confirms their wealth and spending power, there’s also evidence to suggest they’re a demographic of extremes. Millennials (24-39 in 2020) as well as a portion of the older iGen (8-23 in 2020), more than any other generation, have displayed rapidly changing behaviour when it comes to dining. Fewer of them are eating out. This change of behaviour has been blamed on a number of different factors. People have less time to go out and enjoy meals, they have less money to spend on dining and, interestingly, because entertainment has moved into the home. Comfort food Technology is now allowing people to socialise, play games, interact, purchase and fulfil requests all from the comfort of their couch, bed, bath or wherever they might find themselves at home. Some argue that this preference to stay in, coupled with convenience, has fuelled the delivery market, putting companies like Deliveroo, Uber Eats and Just Eat on the map. Moreover, when millennials do go out, they’re starting to expect more from their dining experience, often powered by technology. For example, 60% of millennials said they wanted to see restaurants use technology to make the process of ordering and paying for meals How changing consumer behaviour and soaring costs are forcing fast casual operators to rethink their digital and operations strategies. By www.qikserve.com Move Over Baby Boomer Make Way for the Millenial make way for the millenial 26 KIOSK solutions26 KIOSK solutionsBoomer e Millenial make way for the millenial KIOSK solutions 27KIOSK solutions 27easier. This generation are also more likely to use self-service kiosks than their older counterparts (gen X and baby boomers). Raising the roof on rent Commercial rent remains higher than pre-recession levels and last year, a report by CDG Leisure found 90% of operators would find costs unsustainable for their business if rents and rates increased as forecasted. Increasing rental costs and guests’ propensity for at-home dining has led to operators opening ghost kitchens or dark kitchens. These kitchens are set-up specifically to fulfil orders for delivery only. No large seating or serving areas needed and minimal staff required to prepare, clean and deliver. Uber co-founder Travis Kalanick’s new start-up Cloud Kitchens, for example, sets-up and hires out ghost kitchens to everyone from national chains looking for an additional revenue channel to food entrepreneurs looking to test their concepts. Minimum wage hikes In the US, the minimum wage has risen from $7.25 that was set almost a decade ago, to $15 per hour. Whilst this is a great win for employees, it puts operators under enormous pressure to fulfil these wage increases. In the UK, a similar Living Wage was put into force pushing up national minimum hourly rate to £9.30 and this is expected to rise to £10.50 by 2024. The ghost kitchens, smaller street food vendors, food trucks and pop-up food stalls have spawned and are providing stiff competition for mainstream casual dining brands. This added pressure has forced many operators to digitise their customer journey, unlocking additional revenue streams, driving greater spend within their current channels and making the experience so easy and frictionless, that guests will be keen to dine with them again. Personalised, digital experiences Earlier this year, McDonald’s acquired a tech company called Dynamic Yield to increase personalisation and customer experience at its drive thrus. Using Dynamic Yield’s technology, the drive thru menu shows food based on the time of day, weather, current traffic and trending menu items. The tech can also instantly suggest and display additional items for a customer’s order based on their current selections. If you can’t afford the $300 million Mobile ordering and pay at table solutions can offer guests the added convenience they’re looking for on a device they’re familiar with. make way for the millenial 28 KIOSK solutions28 KIOSK solutionsprice tag of acquiring a tech company to digitise your processes, thankfully, there are other options. Digital ordering and payment (mentioned previously as a millennial desire), are proving valuable in the competitive fast casual landscape. Solutions such as mobile ordering and pay at table offer guests the added convenience they’re looking for on a device they’re very familiar with, saving them time and delivering that enhanced experience. For operators, mobile order and pay can speed up service helping to turn tables faster and, as a result, drive revenues. This technology can also help to take pressure off staff when they’re rammed during the lunch rush hour for example, allowing them to focus on offering great customer service. Pay at table can also dramatically reduce incidences of fraudulent chargebacks and can be used to encourage reviews and collect contact details to help build membership. Embracing innovation Mobile order and pay is also helping to open up additional revenue streams for operators. For example, at buffet-style restaurants where diners pay upon entry or at quick service restaurants where meals are ordered and collected at counters, there’s little opportunity to encourage additional purchases once the guest is sat at their table. Using mobile to top-up orders for additional drinks or sides can be a lucrative way to drive up spend per head following their main purchase. There are many challenges facing operators and their bricks and mortar stores but looking at the industry as a whole, one thing is clear: the operators that are embracing innovation are thriving. Whether it’s mega-acquisitions on an eye-watering financial scale or the strategic implementation of hand- picked digital solutions, technology holds the key to survival for fast casual chains willing to make the move. n ID-320 ID-160 ID-215 TK-3200 TK-2100 JK-3200 EK-2100 www.posiflex.com EK-1600 make way for the millenial KIOSK solutions 29KIOSK solutions 29Next >