NextGeneration PointofSale Systems Scott Langdoc SVP Practice Lead

Next-Generation Point-of-Sale Systems Scott Langdoc SVP & Practice Lead BRP Consulting June 2018

Objectives • Industry & POS Trends • Next-Generation Customer Experience • The vision of Unified Commerce • For Retail • For BARs • New Platforms, New Thinking • POS Strategy Checklist • Takeaways 3

About BRP Comprehensive consulting firm helping successful retailers solve their business and technology problems 4

BRP Customer Experience Survey 2018 edition just released BRP’s long-running, cornerstone survey of top North American Retailers across a wide array of brands, industry segments, current and future retailer IT projects and activities 5

Defining the Retail Experience Expectations vs. Priorities 6

Top Customer Experience Priorities 7

Voices of the Customer… 8

And those customers are evolving quickly… 9

Changing Demographics • • They don’t respond to “traditional” advertising at all They expect brand engagement They research in real-time They know when brands are BS-ing They want to help create offerings They assume a perfect mobile experience They are brand loyal – once they settle in on you 10

Shifting Influences… 11

The Answer? Unified Commerce With the customer and traditional POS at the core, Unified Commerce provides the long-sought delivery of “frictionless” customer engagement through a common platform and choice of channels… 12

71% of retailers will have a single commerce platform within 3 years 13

Look How Payments are Evolving… Mary Meeker - 2018 Internet Trends Report 14

That’s all great…. . But I want to hear about POS! 15

Next-Generation Point-of-Sale (POS) Software, Hardware & Vendor Requirements 16

Expanded POS Platform Choices Traditional POS Platforms Tablet POS Platforms Mobile POS Platforms 17

Self-Service Goes Mainstream • ABRs leveraging information, insight, recommendations, crosspromotions, etc. • Self-Serve selling is obviously WAY more complicated…. • Engagement and ROI improving with use of RFID, beacons, and tablet technologies • Critical focus on user experience (UX) design and engagement model 18

POS Software: Selection Drivers Efficient (& Configurable) Order Flow Metrics Speed of service; ABR-related configurations (e. g. age check), rapid customer/ CRM lookups, transparent switch to tendering/payment management Usability / User Experience Modern UI designs (e. g. multi-touch), rapid transition between screens, inventory graphics and descriptions plus quick access to product and customer information – common workflows between devices (e. g. POS, Web, Mobile) Payment Processing PCI Compliance at minimum, native support for all payment methods, cards, and devices (e. g. contactless/NFC), security via P 2 PE – tightly embedded into POS and customer order experience CRM / Loyalty Support for highly personalized experience through all steps of the customer journey – research, offers, ordering/buying, discounts, etc. focusing on creating increased lifetime value through order volume and visit frequency Inventory Management Real-time visibility, perpetual tracking, extended information, supplier/producer details, automated ordering and vendor management Reporting & Analytics Broad, flexible business reporting and proactive sales/customer/order forecasting and analytics based on detailed transaction data Platform Architecture Modern, extensible technology platform; flexible and secure database, Easy to install and support, automated updates (security/functionality), cloud and mobile support Integration Flexible interfaces to external systems – including accounting/backoffice systems, e-commerce platforms, vendor data, and multiple payment processing options Support, Service & Reliability Vendor capabilities/experience with post-installation support, field service, and overall platform reliability and uptime metrics 19

POS Vendor Landscape • Category-specific solutions • Well-known global/enterprise options • Often with full Unified Commerce options • Payments-oriented players • Processors with purpose-built POS • Processors buying POS software companies • Processors offering POS in combination with transaction volume • Massive growth in Table/Mobile POS startups • Strong in usability, configurability, and integration 20

POS Vendors: RFP Questions Our vendor RFPs for Retail POS platforms contain structured questions asking both functional and technical questions about… • Speed of Service? • Reliability? • Mobile Enablement? • Data Model? • Customer Engagement? • Payments Architecture? • Operational Efficiency? • Software Updates? • Information Intelligence? • E-Commerce? • Rapid Growth? • Payment (PCI) Security? • Core Technology? • Breach Response Strategy? • Cloud Architecture? • Platform Security? • Hosting Strategy? • Data Storage? 21

Alcohol Beverage Product Considerations When assessing POS/Unified Commerce Platforms. . • Age validation workflow(s) & data capture • Regulatory requirements • Shipping restrictions • State-related • Customer-related • Carrier-related • Inventory data model • Expanded descriptions, insights, reviews, content, etc. • Vendor/supplier engagement & integration 22

What to focus on with POS… • Employee Efficiency • Customer Engagement • Speed of service • Personalization • Technology Platform(s) • Traditional, mobile, tablet, cloud…… • All things security • PCI, payments, platform – EVERYTHING • Configuration flexibility 23

Mobility & POS 24

Mobility in Retail: Key Initiatives 25

Separating Retail Leaders from Laggards… Customer Experience & Engagement Universal Intelligence Touch Point Choice Real-Time Visibility Strategy & Process 26

Takeaways • Retailer survival (regardless of category) hinges on the ability to adapt to rapid changes in customer expectations and purchase behavior • Next-Gen Point-of-Sale has shifted from tactical and transactional to being the center of a flexible, scalable Unified Commerce platform • The chasm between well-executing retailers and also-rans is expanding. The right technologies and best practices exist to allow any ABcentric retailer to prosper in the evolving consumer retail market 27

Thank You! Scott Langdoc Senior Vice President & Practice Lead BRP Consulting slangdoc@brpconsulting. com 925 -575 -9225 office 713 -392 -1887 mobile Offices: Atlanta | Boston | Chicago | Dallas | Denver | San Francisco www. brpconsulting. com 28