< PreviousThe fast-moving hospitality industry is always looking for novel ways to differentiate its brands while increasing ROI and loyalty based on enhanced customer experiences. Raising the standard of innovation, Litemax’s latest interactive circular 33in display is an eye-catching resized LCD ideal for use in bar tables installed in cafes and restaurants. It integrates a custom-made Zytronic multitouch projected capacitive technology (MPCT) sensor, combined with object recognition capability built into the associated Zytronic ZXY500 multitouch controller’s firmware. The interactive surface is a specially designed, round ZyBrid multitouch sensor capable of detecting up to 100 simultaneous touches. Manufactured in Zytronic’s own comprehensive facilities, it features a printed border and machine polished edges for aesthetics and safety. Litemax mounts this on top of a 32in LCD panel that they have resized to a round shape. Together, the two elements create an attractive, ViewSonic has launched its ViewBoard 52 series with advanced audio capabilities. With a user-centric design in mind, the ViewBoard 52 Series improves the classroom and learning experience. A highlight of its exterior design is the Multimedia Sound Bar. It comes with USB-C front-facing inputs for easy connection to BYOD devices and places functional keys and I/O ports in a direct line of sight. Along with its new user interface, teachers can access frequently used features within a control area. The ViewBoard 52 series features superior sound integration with a brand-new exterior design with enhanced management tools and control systems. Its front-facing Multimedia Sound Bar not only integrates speakers and microphones, but also features easy-to-access USB-C, HDMI and USB Touch Ports. The soundbar features two 15W front-facing speakers and a 15W subwoofer. The built-in eight microphone array with audio detection and noise cancellation capabilities ensures in-class or remote lessons are broadcasted with excellent sound fidelity, helping teachers deliver better teaching results. NEWS IN BRIEF PARTNERSHIP SPOTLIGHTS ECOMMERCE SUCCESS FOR UK STARTUPS Upstart Outfund has partnered with Diginius, which has already acquired big brand attention with the likes of Dreams, Thomas Lyte and Skinny Dip onboard. The new venture seems well placed to solidify the business’ reputation in an increasingly competitive eCommerce sphere. Diginius CEO, Nate Burke, said, “We’re delighted to be joining forces with Outfund. Today’s digital market is booming, but it’s an ever more saturated landscape that needs to deliver a unique differentiator and a genuine chance for skilled startups to succeed. What this partnership enables is for firms to not only get the financial support they need, but also the real-time insight and perspective on which marketplaces are performing successfully and which present the most avenues for growth, all tailored to the individual needs of the client and their sector.” Outfund, which has already helped deliver growth for the likes of Onto and The Vegan Kind, two firms in increasingly popular spheres of electric car and vegan food subscriptions, recently announced a £100 million commitment to eCommerce and subscription-based firms over the next 12 months. The business has already raised over £37 million, delivering a service that helps online businesses accelerate their online activities without giving away equity. 10KIOSK AND DIGITAL SIGNAGE MAGAZINE ZYTRONIC ENABLES FUN NEW FACET TO SOCIALISING practical, all-glass-fronted design, free of unsightly bezels or frames. The inherent durability of the touch sensor’s 4mm thick, thermally toughened, anti-glare glass protects the underlying display making the solution ideal for public use and self-service deployments. The Zytronic touch sensor offers high impact resistance yet a responsive touch performance, which is unaffected by scratches, liquid spillages and harsh cleaning chemicals. VIEWSONIC LAUNCHES VIEWBOARD 52 SERIES INTERACTIVE DISPLAYDENEVA has facilitated the inclusion of people with visual disabilities with the integration of technologies that inform and guide across train and bus stations and airports. Once the presence of a visually impaired person is detected, digital screens allow the transcription of the information displayed in real-time. As an example, the displays show the access to boarding or the departure or arrival timetable, without the need of additional physical support. The development of this new iPIS (Inclusive Passenger Information System) is carried out through the integration of the NaviLens system in DENEVA. A QR code is embedded on each screen that is able to be read up to 30m and from different angles through a mobile application. After the first reading of these QR codes, the system activates these markers on all screens, where the information displayed is interpreted and transformed into audio, in the language of the receiver. The system immediately offers the location and orientation of the route that the person wants to follow. DENEVA is able to transform the static information shown by NaviLens, into dynamic information by offering real-time data to passengers. It even warns train drivers that a person with visual disabilities is using this service. In addition, DENEVA also provides visually impaired people access to different services information such as stores located in the stations, the products and promotions offered at each of them or their opening and closing hours. UK technical solutions distributor, Visualization, has announced that it will distribute the VUE2 product line for the first time in the UK. Backed up with an impressive seven- year warranty, VUE2 offers an extensive range of 3LCD laser-based projectors across a range of brightness (4,000+ to 7,000 ISO lumens) and resolutions (XGA to WUXGA). VUE2 products all feature laser technology as the light source, which offers high brightness and long lifetime. NEWS IN BRIEF 11 KIOSK AND DIGITAL SIGNAGE MAGAZINE EPSON COMMITS TO BE CARBON NEGATIVE BY THE YEAR 2050 DENEVA ADAPTS FOR PEOPLE WITH VISUAL DISABILITY VISUALIZATION SIGNS VUE2 UK DISTRIBUTION AGREEMENT Epson has set out its sustainability- focused vision for the future, which includes a commitment to reducing its carbon emissions in line with the 1.5°C scenario by 2030. The company will join the RE100, a global collective of businesses committed to 100% renewable electricity and aims to achieve this milestone by 2023. Epson has also committed to become carbon negative and underground-resource free by 2050 and will report regularly on its global progress towards this goal. Yoshiro Nagafusa, who was appointed President of Epson Europe on April 1 of this year, comments on this commitment: “At Epson, we aspire to operate and develop technologies in ways that can help to support society with the evolving issues it faces, and there are few more important matters than climate change. I am particularly proud to take on this leadership role for Epson Europe as we enter a new phase for the company. I look forward to leading our European operations as we work to reduce the impact Epson products and services and supply chains have on the environment.” Epson recently announced Epson 25 Renewed, a new corporate vision to drive the company towards its goals of achieving sustainability and enriching communities. TEMENOS LAUNCHES VIRTUAL COO Following TCF Online 2021, Temenos has announced that it has launched Temenos Virtual COO globally. Temenos Virtual COO is built on Temenos Infinity, digital banking platform, and leverages Temenos Analytics and API-first, cloud-native technology. Temenos Virtual COO offers open banking-driven data aggregation with real-time insights for SME owners to take control of their business growth, ultimately enabling smarter funding. Temenos provides a Virtual Chief Operating Officer in your pocket – a digital advisor for smart decision-making – helping SMEs run their business, freeing up time and providing financial insights to help them grow.CUSTOMER ENGAGEMENT TECHNOLOGY 12KIOSK AND DIGITAL SIGNAGE MAGAZINEA smooth and timely transition from the initial order to successful operation should set the right tone for a long and profitable customer relationship. Any delays or mistake risks setting things off on the wrong foot, creating discontent among end-users, hampering future sales growth or, worse still, leading to the cancellation of existing orders. Rollouts vary significantly in scale and complexity. They can range from a single site with one or two units to a nationwide project with thousands, and from the technical delivery of standalone or plug- and-play products to the full-service installation, connection and configuration of networked kiosk and digital signage technologies. But the same considerations should apply in every case: comprehensive end-to-end planning; proper resourcing and expertise; and the appropriate balance of in-house and outsourced delivery. The rollout process The majority of rollout and installation projects can be broken down into five stages: 1. Inventory and logistics For all but the smallest rollouts, the installation team will typically be required to receive, handle and schedule the onwards dispatch products to each installation site. 2. Preparation Many technology rollouts require off-site assembly or sub-assembly support, which can include hardware assembly or software configuration. Test procedures will identify any issues or faulty mechanics, significantly reducing the risk of any problems or complications during each on-site installation. 3. Site surveys Installation locations usually differ greatly in size and layout, as well as in practical arrangements for parking, access and opening hours. Advance site surveys should check not just these physical factors, but also power, connectivity and any other issues specific to the equipment. By investing properly in the site survey process, the project team can not only plan the most efficient installation schedules, but also be confident in their reliable delivery. 4. Installation Once the kiosks or signage units have been manoeuvred into place, most will be physically secured before connecting to power. A network connection will normally be established, allowing firmware to be updated, software installed and configured, and a connection to cloud applications established. All installations will require testing, and many will include basic operator training for onsite CUSTOMER ENGAGEMENT TECHNOLOGY THE MOMENT OF TRUTH: ENSURING A SUCCESSFUL CET ROLLOUT Neil Anderson, Managing Director of Qcom Outsourcing, a specialist technical services company working as an outsource partner to many CET companies, explains how the effective rollout and installation of equipment can be amongst the most important ‘moments of truth’ for any technology manufacturer, systems integrator or reseller. 13 KIOSK AND DIGITAL SIGNAGE MAGAZINE NEIL ANDERSON MANAGING DIRECTOR QCOM OUTSOURCINGusers or representatives. Remember also that processes will need to be detailed if there is to be any decommissioning and removal of existing equipment, whether it is your own or a competitor model. 5. Support New technology and new users inevitably mean teething problems. Technical support is often neglected in the planning of rollout projects, but experience shows it really can make the difference between ‘adequate’ and ‘excellent’. A telephone helpdesk can provide an efficient and highly effective customer advice and ‘snagging’ service on new technology. Field engineering support may also be required to implement everything from swap-out replacements to comprehensive programmes of preventative maintenance or aftermarket warranty support. Resources and capabilities As this end-to-end model suggests, installation projects have special requirements that are very different to the core competencies of most CET manufacturers, system integrators and resellers. Implementing successful rollout projects requires distinct resourcing and capabilities in four key areas. 1. Infrastructure One of the biggest ways CET companies often underestimate the challenge of rollout projects is by failing to consider the amount (and therefore the cost) of specialist infrastructure they require. On the logistics side, storage facilities with dedicated staging areas will allow products to be assessed, stored or worked on as soon as they arrive. Dedicated sub-assembly and test facilities are typically required and specific handling equipment might include specialist vehicles rigged with strapping points and padding to keep delicate technology secure. Depending on product size and location factors, specialist handling technology from power pushers to scissor lifts or stair robots might also be required. Helpdesk and technical support provision at any scale will almost certainly require specialist call management and service software. 2. Technical capability Regardless of planning and infrastructure, the overall quality of the project delivery is dictated by the quality of each individual installation. And this ultimately rests in the hands of the engineers and support teams who carry them out. Technical excellence and engineering capability are fundamental to effective rollout and delivery. A service that is efficient as well as effective needs a range of technical capabilities, from technician drivers capable of managing technical deliveries and simple swap-outs, workshop technicians able to complete sub-assembly operations and pre-install testing, through to top tier engineers who can install and configure leading-edge technologies while operating alone in the field. This requires the right recruitment strategy, training and retention strategies. Remember also that you will need field capability in each of the areas covered by the rollout project. 3. Service culture Of course, at heart, this is all about customer experience. Installations are a critical customer touchpoint – often the first time that hundreds or thousands of end-users will have encountered and engaged with the manufacturer and its products. This makes service excellence every bit as important as technical excellence. It means CUSTOMER ENGAGEMENT TECHNOLOGY Technical support is often neglected in planning, but it can make the difference between ‘adequate’ and ‘excellent’. 14KIOSK AND DIGITAL SIGNAGE MAGAZINECUSTOMER ENGAGEMENT TECHNOLOGY Too few resources and customer experience drops during periods of peak demand; too many and profitability is threatened during the troughs. 15 KIOSK AND DIGITAL SIGNAGE MAGAZINE recruiting and training people for service skills as well as technical ability. It also means putting in place processes and a culture that supports a seamless and frictionless customer experience, from early customer enquiries to rapid and effective after-market care. We mustn’t forget that a great product or workshop development engineer doesn’t necessarily make a great field engineer. 4. Scalability Perhaps the most fundamental challenge of rollout and installation projects are their inherent variability. Peaks and troughs in demand can be difficult to predict in all areas of technical services and support, but for installation they can be all but impossible to forecast. This in turn makes it difficult to reliably judge the right level of resourcing for rollout and installation. Too few resources and customer experience drops during periods of peak demand; too many and profitability is threatened during the troughs. In-house or outsourced? It is this inherent variability that makes installation one of the most outsourced of the technical service functions. While it may be viable to keep low volume installation or technical delivery projects fully in-house, the demands of higher volume and more complex rollouts mean they can represent an unwelcome cost and distraction to a great many integrators, resellers and technology manufacturers. Of course, outsourcing need not be an all or nothing decision. Simple projects may require outsourced support in just one or two aspects of the process. Sometimes companies find themselves able to implement a rollout in some territories but not in others. In these instances, a hybrid solution is typically implemented. But as rollout projects grow further in size and complexity, the specialist capability of a pure play technical services company can provide an attractive end-to-end solution for effective and reliable rollout, installation and support. Because installation is such a pivotal moment in the customer journey, it is important to find an installation partner that can offer service as well as technical excellence. Beyond the infrastructure, engineering and logistics capabilities, look in particular for a service culture that encourages a right-first-time attention to detail, and a proactive approach to problem solving and managing the challenges that will inevitably arise through the course of a large technology rollout. Most importantly of all, whether working with an in-house team or an outsource partner, make sure that everyone involved in the rollout process understands that they really do have ‘your brand in their hands’ – and just what that means for the long-term success of this exciting new customer relationship. Site-by-site planning, specialist resourcing and a proactive service mindset were critical to the success of a recent rollout of photo CET.THREE THINGS EVERY RETAILER NEEDS FOR A NEXT-GEN OMNICHANNEL APPROACH Now, it’s more important what retailers do with those channels for their customers and how well each channel interconnects with another. Three characteristics that now define omnichannel retail include: 1. A seamless customer experience across all channels: Ensuring a consistent shopping and buying experience for customers, no matter where or how they interact with a brand, is key to omnichannel success. For example, whether customers browse inventory or menus online, on social media, or in a store, they should see the same options and pricing, as well as the same brand imagery, colours and descriptions, across all platforms. This requires (among other things) that inventory and payments systems are connected to and can communicate with both physical stores and online storefronts — websites, apps, even social media — in real-time, so customers always see consistent and up-to-date information on stock and pricing. Cloud-based inventory management systems can provide the inventory control, order management and eCommerce integration needed to manage both online and offline orders. Additionally, as lines between physical and digital worlds blur, customers now desire in-store experiences that mimic what they expect when shopping online. For example, retailers can issue point-of-purchase discounts if customers scan a QR code with their phone in a store, as a parallel to the digital discount codes shoppers can use when checking out online. Or stores can offer customers the option to purchase from an “endless aisle,” wherein shoppers can order out- of-stock products from a kiosk or an associate, instead of being confined to the inventory in a single physical store. 2. Personalisation and customisation: In a digital-first world, it can be easy to fall into the trap of thinking shoppers are no more than their credit card number, but that’s a mistake. In fact, today’s consumers crave personalisation — maybe even more so than in pre-eCommerce days. Any retailer that can transcend the OMNICHANNEL RETAILING A ruler who is all-powerful is said to be “omnipotent,” while deities who are all-knowing are “omniscient.” And retailers with both online and brick- and-mortar storefronts, and maybe even a mobile app? Well, that used to be considered “omnichannel” — but, these days, a truly omnichannel approach in retail means more than simply having all of the channels. JOHN TAIT GLOBAL MANAGING DIRECTOR TNS PAYMENTS MARKET 16KIOSK AND DIGITAL SIGNAGE MAGAZINEOMNICHANNEL RETAILING 17 KIOSK AND DIGITAL SIGNAGE MAGAZINEimpersonal, transactional nature of eCommerce and online ordering can score big with customers. Some brands offer a somewhat personalised digital shopping experience by recommending related items or add-ons when a consumer adds something to their cart, or by triggering pop- up coupons based on the items a shopper is browsing. Creating a more personalised digital experience however, requires connecting a website or app with digital engagement tools like customer relationship management (CRM) programs. That allows retailers to recommend targeted items based on a customer’s own previous purchases or individual browsing history; send them deals or coupon codes for their birthday, and offer special promotions to reward their brand loyalty. Connecting with customers through personalisation and perks can happen in-store too, of course. Examples include self-service kiosks that allow customers to place and customise a food order; perks for loyalty program members who show their digital or physical loyalty card at check-out; and discounts for shoppers who check in on social media. Retailers also can employ location tracking, geotargeting, and beacon technology to push information on discounts, promotions, events, and more to customers’ phones as they arrive at or move around a store; the caveat is customers must have consented to receive notifications and/or have a brand’s app downloaded. 3. Omnichannel payments acceptance: In an omnichannel retail environment, retailers must accept a multitude of payment types; after all, giving a shopper the option of using their preferred payment method is a form of personalisation. While cash will never go away altogether, it may lose some of its appeal for shoppers who have other, more hygienic options. Some merchants even stopped accepting cash during the pandemic; in a survey of global retailers from market research firm Euromonitor, 26% of respondents whose company has stopped accepting cash expect it to be a permanent change. Credit and debit cards likewise aren’t going anywhere, but these days, many customers are comfortable using contactless payment methods (Apple Pay and Google Pay) or digital payments apps (Venmo, Square, and PayPal). With cash’s star on the wane, contactless methods are set to continue growing in popularity, and retailers with legacy point-of-sale (POS) systems must modernise to be able to accept contactless payments. Apart from how they pay, shoppers also want more options for where they pay. Many consumers now choose to buy online, pick up in-store (BOPIS), and retailers are taking notice; QSR chains Taco Bell and Chipotle both recently debuted their first digital-only stores, which allow customers to order ahead on an eCommerce site or mobile app and grab their meal from a designated area inside a store. Concepts like these require eCommerce/app storefronts that are set up to handle — and securely and compliantly process — a variety of digital payments options (credit and debit cards, PayPal, e-gift cards, etc). Alternatively, some shoppers browsing online choose to reserve or order items and then pay when they get to a store, either inside or at curbside pickup. A previously uncommon retail strategy, curbside pickup surged 208% during the pandemic, and it is unlikely consumers will stop making use of this convenience. Retailers, therefore, need to be able to extend their payments network infrastructure beyond their store’s four walls, because curbside/mobile POS systems need the same connectivity speeds, compliance protocols (e.g., PCI DSS), and security measures as indoor POS systems. Supporting omnichannel with a technology foundation Euromonitor notes “technology will be the key factor for addressing new consumer behaviour” in the retail sector, particularly to support personalisation and digital offerings. Because a OMNICHANNEL RETAILING 18KIOSK AND DIGITAL SIGNAGE MAGAZINEOMNICHANNEL RETAILING 19 KIOSK AND DIGITAL SIGNAGE MAGAZINE retailer’s networking infrastructure provides the foundation for all other technology, getting this element right is critical to omnichannel success. Modernised alternatives to legacy networks like software-defined wide-area networking (SD-WAN) can offer the flexibility, scalability, resilience, and high uptime that omnichannel retail environments need to succeed. SD-WAN uses software to route network traffic over the fastest path across multiple connections and can segment traffic flow to prioritise business-critical data. It’s efficient, yet highly reliable, even when the same network has to support multiple high- bandwidth applications. SD-WAN can securely connect branches to any application (whether hosted in the data centre or the cloud) across any wide-area network (WAN) connectivity. Its ability to expand connectivity allows retailers to take payments in more places: mobile POS systems, outdoor terminals, automated fuel dispensers (AFDs), self-service kiosks, or tablets with payments app hardware attached. Because it uses IPSec tunnelling, the connectivity layer (MPLS, broadband, LTE, etc.) is only for transport; data on the network travels from site to site, or from device to device, fully encrypted. Plus, some options are PCI DSS compliant — so retailers don’t need a payments network infrastructure that is separate from the rest of the network in order to comply — and offer additional security protections that protect card data for both eCommerce and in-person purchases, such as anti-virus protection with anti-malware and spyware; URL filtering and TLS packet inspection; dynamic policy management; and regular firmware updates. In the modern retail environment, better network performance translates into a better customer experience. SD-WAN removes the silos between different networks, connectivity types, and data repositories (including the cloud), allowing retailers to interconnect all online and in-store systems and build out an omnichannel strategy that drives brand loyalty. The future is omnichannel A true omnichannel approach is more than just a combination of stores, website and app. To engage customers and ensure a seamless purchasing experience, all of a brand’s channels, platforms and touchpoints must be integrated, connected and consistent — while also offering personalisation and a plethora of secure payments options. The future is always uncertain and retail environments grow more complex all the time. But with smart new strategies and the technology systems and infrastructure to support them, retailers can connect with new and returning customers and provide an experience that keeps them coming back — in-store and online. John Tait is Global Managing Director of TNS’ Payments Market business. He is responsible for identifying and driving growth across the Americas, Europe and Asia Pacific regions, and is focused on meeting the unique requirements of TNS’ customers.Next >