the biggest retail technology news stories of the week — Retail Technology Innovation Hub

5. John Lewis Operations Director Naomi Simcock discusses making retail technology count, CX and AI  

“When I get customer interaction I want it to count. Technology can help with that.” So said Naomi Simcock, Operations Director at John Lewis, in a Q&A conference session with consultant, Andrew Busby, at Smart Retail Tech Expo on 27th February at ExCel in London.

“I’ve got a huge supply chain and other fixed costs, so interactions have to count. Pre- and post-sales customer experience (CX) data analytics tools can help the business improve,” added Simcock.

Fun virtual experience tools can also help retailers, such as how make up or glasses would look on your face.

“But be sure to focus on the outcome you want before you deploy any retail technology,” cautioned Simcock, before adding: “Stock is our biggest cost for instance, so inventory management and real-time availability are crucial project metrics.”

Investments in that area must positively impact the bottom line.  

Simcock highlighted at Smart Retail Tech Expo 2024 how even simple installations like the roll-out of headsets can help. They have helped the UK-based retailer:

• Increase customer interactions and metrics.  

• Decrease shrinkage, which is a real problem in the UK where theft has risen as the cost-of- living crisis has hit.

• Staff safety. This is related to the rise in organised criminal gangs targeting high value goods.    

“Our partners must feel safe,” insisted Simcock, referencing the mutual co-owned status of her more than 150 year-old organisation where employees are partners in the business. 

6. New Look enlists Accenture as it deploys Dayforce HR and payroll platform across its operations 

New Look, an omnichannel fashion retailer in the United Kingdom and the Republic of Ireland, says that it has chosen Dayforce to help provide “a modern employee experience, optimise its workforce, and unify its HR and payroll processes in a single cloud HCM platform”. 

With more than 8,500 employees, plus additional seasonal workers during busy holiday periods, New Look was searching for a solution to unify the employee experience across bricks and mortar stores, e-commerce, and fulfilment. It also wanted to provide the mobile first, self-serve experience its team craves.

With Dayforce, New Look says it will better optimise its labour force and support future growth, streamline scheduling and workforce management, and help maintain compliance in an evolving regulatory environment – all in one system.

There will also be the addition of on-demand pay with Dayforce Wallet in the UK.

7. Wembley Stadium and Delaware North launch Bar Tap at Carabao Cup final as Liverpool take on Chelsea

Laying claim to being the first European national stadium to use frictionless technology, Wembley Stadium and Delaware North introduced Bar Tap at the Carabao Cup final this past weekend.

The Delaware North team oversaw the project from conception to implementation, with the aim of promising a seamless experience for shoppers.

Upon entry, customers tap their cards, grab their items, and exit without any waiting time.

In a LinkedIn post, Delaware North said: “The adaptability of this innovative retail concept allows us to seamlessly tailor offerings to suit the specific type of event, ensuring a personalised experience for all our customers.”

“These improvements, alongside other stadium wide enhancements, solidify Wembley Stadium’s reputation as a globally acclaimed fan first venue.”

Paul Scannell, Head of Hospitality at Wembley Stadium, commented: “We are thrilled to introduce our first food and drink service with cutting-edge frictionless technology.”

“We are constantly seeking innovative solutions to enhance the stadium experience, and the launch of Bar Tap represents a significant step forward in our mission to elevate the fan experience.”