10 Principles of High Productivity Retailing

In this episode of Telaid Tech Connect, host Beth Bergmann is joined by Martyn Jones, Chief Commercial Officer at VoCoVo. Martyn explores the power of voice communications to elevate operations and customer service and expounds on use cases in retail and the results VoCoVo customers have already seen.

IN THIS EPISODE: 

• [3:25] What challenges did you see in the marketplace that inspired VoCoVo to reinvent the way retail teams communicate on the floor? 
• [6:11] How can VocoVo streamline operations? What are some before and after examples of VoCoVo deployments? 
• [9:17] Can you provide an example of an innovative use case of VoCoVo in stores?
• [10:25] What are other integration examples that amplify the power of VoCoVo?
• [14:02] Why is the retail environment different than the office environment when it comes to voice communications?
• [15:10] Are there any use cases in other areas like safety or loss prevention?
• [19:40] Where do you see this kind of technology five years from now? 

KEY TAKEAWAYS: 

• As humans, the primary communication we have is voice. But in retail environments, associates are all over the store, disconnected from others. VoCoVo allows associates to put on a headset and tap into every other individual on a specific “conference.” 
• With VoCoVo, if a customer approaches an associate and asks a question, they can retrieve the answer quickly, reducing wait times. If a customer is standing at a counter with locked merchandise, they can push a button and instantly connect with an associate in the store rather than waiting or wandering around the store in search of help. All of this improves the customer experience and reduces cart abandonment.
• One retailer has integrated VoCoVo with their in-store cameras and people-counting systems combined with AI. The system notifies associates how many more registers they need to open in how many minutes to accommodate traffic currently in the store. 
• VoCoVo is API-driven, so there’s a lot of flexibility to connect with other systems. We’ve seen retailers connect it to their workforce management systems to assign tasks to associates on the floor, or with CRM systems to notify associates when a particular customer walks in the store. 
• VoCoVo can help deter crime and loss. Associates feel connected with the headsets. Our headsets can have a panic function put into them, which can dial into a police or monitoring center. 
• The next generation of headsets will have a new set of features including app integration. This is important because we see lots of apps becoming voice enabled. Voice communications are becoming increasingly seamless.

LINKS MENTIONED 

LinkedIn – Martyn Jones

VoCoVo

BIO:

Martyn is Chief Commercial Officer (CCO) at VoCoVo where he is responsible for growing the company’s partnerships, alliances and customer base, as well as expanding its presence across core markets in the UK, EMEA and North America. Martyn joined VoCoVo in October 2018 and has been instrumental in the growth of the business and the acquisition of its impressive portfolio of clients including Tesco, ASDA Walmart, Primark, Co-op, Morrisons and B&Q.

A sales and marketing expert with a proven track record of helping brands formulate and implement international growth plans, Martyn has previously worked as a freelance business consultant working with both large corporates and early-stage start-ups. He has also held a number of Head of Sales, Marketing and Product roles within the technology and industry sectors.

In this episode of Telaid Tech Connect, host Beth Bergmann is joined by Thom Schmitt, VP of Sales at ComplianceMate. They explore the value of IoT for complying with food safety regulations as well as achieving greater operational efficiency and reducing shrink.  

IN THIS EPISODE:  

• [1:48] What major problems were foodservice operators facing?  
• [2:28] What are some environmental or sustainability challenges? 
• [3:25] How do all these technologies come together to help mitigate loss and support food safety and sustainability goals? 
• [5:55] What is the operational role of IoT sensors?  
• [7:25] What are some successful use cases? 
• [8:35] What are some applications in c-stores?  
• [9:51] What are some key points that we can arm operational leaders with to bring the solution to their executive teams? 
• [15:15] What does food safety tech look like in next 5 years? 

KEY TAKEAWAYS:  

• Operators need to ensure they are complying with food safety regulations, while also reducing waste.  
• We have temperature monitors that monitor temperature 24/7, automatically generating notifications if the temperature has fallen outside the specified range. The tool also digitizes any type of checklist that goes on within an operation to ensure employees are doing what they are supposed to be doing, when they are supposed to be doing it.  
• IoT is not new – the biggest things measured are temp and humidity, but IoT ecosystem offer the opportunity to expand into measurement of many more elements. 
• IoT devices also provide data over time, so when the health department comes in, the operator can present them with documentation that shows them temperatures in coolers over time.  
• ROI on this solution is very quick because operators keep thousands of dollars of product in coolers and if one breaks, all the food is lost. Coolers are mechanical devices, and they break down about once every 60 months.  
• In the future, we’ll see sensor technology measuring elements we have not yet considered as well as advancement through the development of AI and predictive analytics.  

LINKS MENTIONED  

LinkedIn – Thom Schmitt 

www.compliancemate.com  

BIO:  

Thom Schmitt serves as Vice President of Sales at ComplianceMate, bringing over 30 years of experience directing sales of SaaS Solutions as well as consumer/industrial electronics. Thom joined CM Systems, LLC in 2011 having previously worked for over 20 years at Hitachi Electronic Devices USA. Over the course of his career, Thom has forged longstanding relationships with his customers, including Five Guys Burgers and Fries, Chick-fil-A, and several other nationally known restaurant concepts. Thom has also worked with several leading retailers and grocers including Hy Vee and Roche Brothers. Thom holds a BA from the University of Iowa. 

In this episode of Telaid Tech Connect, Eric Dalton, Operations Leader at Walmart joins Beth Bergmann to discuss Walmart’s IoT dashboard initiative in the deli and bakery departments. Eric explores the growing use cases for IoT and automation in facilities management and beyond.    

IN THIS EPISODE:  

• [2:05] What was the genesis of this IoT dashboard project at Walmart and what were some of the challenges the different departments were facing?  
• [7:07] What is the vision for the “smart store” and how does it work? 
• [8:40] What is the role of IoT in energy conservation? 
• [9:37] What challenges have you encountered with this project? 
• [12:04] What KPIs are you tracking to assess the success of this project?  
• [15:09] Are there any unanticipated use cases you’ve come across along the way?  
• [17:30] What technologies do you see revolutionizing retail in the next 5 years? 

KEY TAKEAWAYS:  

The start of this IoT initiative goes back to facilities management. We were seeking ways to deliver maintenance at a lower cost, respond more quickly to maintenance requests and send the right responder to the right place with the right part to resolve the problem quickly. We found associates in the deli and bakery reporting “my oven does not work,” but there was no additional detail available, so the technician generally made one trip to troubleshoot and then another trip to repair. We knew embedded IoT could provide information about the reasons for failure, as well as the make and model of the equipment so the technician could take the right part.  

We realized along the way that there was also valuable operational data available that could help associates increase efficiency and better serve customers.  

Our vision for the smart store is that we leverage IoT wherever we can to pull disparate data into one place and make decisions on systems as a whole. 

IoT is a powerful tool for energy management because there are so many systems operating at once and synthesized data provides context. So if a door is left open and it notifies you but it’s not a priority, but then you notice the HVAC system kicks on, you know to go close the door to stop wasting energy.  

The IoT dashboard project was bigger than expected. We want to have all data in one place to better operate the building as a system. Connectivity and scalability were two of the major challenges we faced.  

To evaluate the success of the project, we will be looking at KPIs like increased uptime, the number of work orders, and sales increases connected with decreased downtime.  

LINKS MENTIONED 

LinkedIn – Eric Dalton 

BIO:  

Currently serving as Senior Director, Facilities Management at Walmart, Eric Dalton is an operations, global facilities and supply chain management leader. He has a passion for strengthening operations through vision, strategy and technology and is currently responsible for building a team and processes dedicated to supporting the growing number of robotics, automation, and IoT systems and technology solutions at Walmart.  

Prior to joining Walmart, Eric worked with other Fortune 500 companies including FedEx, where he provided technology support for FedEx’s shipping solutions. Eric’s career began in the US Navy where he developed a global perspective and developed team leadership skills as a nuclear power technician.  

Focused on building organizational capability and excellence in execution, Eric continues to spearhead new automation initiatives. 

This episode is brought to you by Retail Insight.

In this episode of Telaid Tech Connect, host Beth Bergmann sits down with store and fulfillment automation leader in retail and grocery, Corrie Martin, to discuss the challenges retailers and grocers face when it comes to automation projects. They explore common challenges and important considerations when going through the automation planning and implementation process.  

IN THIS EPISODE:  

• [1:30] What are the key processes retailers seek to automate and why?  
• [2:12] What are the key steps or phases when developing an automation strategy and advancing to rollout? 
• [4:45] Who are some of the external stakeholders that you need to have aligned with your automation vision and goals?   
• [7:32] What are some common pitfalls that retailers are facing as they approach automation projects? 
• [9:53] What should the automation team look like?  
• [11:40] How do you drive customer adoption?  
• [14:02] What will automation look like in five years? 

KEY TAKEAWAYS:  

• Key areas for automation in grocery stores include the storefront, back-of-the-store and distribution and deployment centers. Anywhere that you want to see more throughput, reduced labor and increased profitability is a candidate. 
• Think of an end-to-end strategy and make sure you have your end goal in mind. Consider what you intend to accomplish through automation. Who are the key players you need to sync up with internally or externally? It’s important to think beyond the obvious; consider issues like compliance, legal and the customer experience.  
• Look for vendors who can scale and who can help drive the price down over the long term. You want a vendor who is willing to work with others. 
• One of the most common pitfalls is the financial expectations for these kinds of projects. Typically, when investing in hardware assets in a retail setting, retailers want an ROI of two or three years. It’s important to set realistic expectations for large-scale automation projects. ROI can take longer than expected. Another common pitfall is failure to think through issues like compliance, regulatory and legal, and fire safety.  
• The automation team needs to include engineers, but it’s also important to have a strong project management organization supporting you. Product teams are also important.  
• Some customers feel like automation technologies are being shoved down their throats, but the more exposure they get, the more easily they will adopt it. It’s important to communicate the value and give them opportunities to explore the technologies firsthand. Over time, this drives adoption.  
• I think there’s going to be growing use of AI and machine learning to provide intelligence that will drive customer and associate behavior. Personalized automation is also going to be a growing trend over the next few years.   

LINKS MENTIONED  

LinkedIn – Corrie Martin -https://www.linkedin.com/in/corriemartin/

BIO: Corrie Martin is the Sales Director for strategic North American partnerships at Retail Insight. A go-to-market executive with expertise in Automation and Robotics, Store and eCommerce Operations, Data Analytics, and Loss Prevention. Corrie spent six years at Walmart helping them re-invent their store operations and customer experience by launching new Online Grocery Pickup and Delivery fulfillment services.
Her passion for cutting-edge technology and innovation has propelled her into the product and technology ecosystem space even further, where today she inspires executives in retail, grocery, and supply chain to think differently about how they can
leverage their own data to drive profitability and increase product sell-through with an on-shelf availability algorithm.

In this episode of Telaid Tech Connect, host Beth Bergmann has a conversation with Susan Sly, co-founder of Radius AI, about human-centric AI and the future for AI in retail. They explore use cases for AI as well as what the technology looks like today versus what it may look like in the future.

IN THIS EPISODE: 

• [2:57] What is AI and what isn’t it?
• [6:39] What is human-centric AI?  
• [12:45] What does the art of AI mean to Radius AI and to the industry? 
• [16:23] What is the potential for sentient AI in the future? 
• [17:50] How are the savviest retailers who are deploying AI looking at the big picture? What differentiates the first movers in the industry?
• [24:14] What do the next few years have in store for AI in retail? 

KEY TAKEAWAYS: 

• There are three key types of AI right now:
• • Text AI – Can process documentation faster than humans
  • Language AI – Can process auditory language like Siri or Alexa
  • Computer vision – Can process visual data, able to filter video and point humans to the relevant portions
• Human-centric AI is AI that is designed to empower humans. Some things people do better than AI, for example, understanding the context for why someone might be on the ground. AI does a better job of flagging the fact that someone is now on the ground. AI and humans working together experience optimal results. 
• Sentient AI can “think for itself.” However, that AI has to receive training from somewhere. Many of the beneficial applications for sentient AI coming in the near future may be companion care, whether for pets or the elderly. An AI-based companion may be able to provide early diagnosis of a parent with Alzheimer’s, for example. 
• A recent study indicated that 54% of AI pilots go to production, up from 8% in recent years. Retailers can increase that number by aligning with qualified partners who have vetted providers and who can help them pilot projects prior to large scale rollout. 
• AI enablement for customer experience may include something like customers opting into facial recognition so when they show up in a store to shop, an associate can bring them their favorite beverage or they can receive a notification that there are new items from their favorite brand in store and here’s a map to locate those items. The retailers who experiment early and pioneer new use cases are going to be the winners. 

LINKS MENTIONED 

Radius AI

LinkedIn – Susan Sly

BIO: 

Susan Sly is a tech investor, co-founder, best-selling author, keynote speaker, entrepreneur and podcast host of Raw and Real Entrepreneurship. Susan holds an Advanced Certificate for Executives in Management, Innovation, and Technology from MIT and is the author of 7 books. As a highly acclaimed keynote speaker, Susan has spoken for MIT, NVIDIA, Intel, Lenovo, and shared the stage with Tony Robbins, Jack Canfield, Robert Kiosaki, and more. And she has been a featured guest speaker for the National Restaurant Association, Executives Next Practices Institute, Forbes Roundtable, Corenet Global and the Edge AI Summit. In 2022 Susan was honored to receive the Rosalind Franklin Society Award in Science and a nomination for the Rising Star in AI from Venture Beat. Susan is the Co-CEO, and Co-founder, of RadiusAI – an award-winning artificial intelligence company with offices on three continents.

In this episode of Telaid Tech Connect, host Beth Bergmann sits down with seasoned asset protection professional, Brand Elverston. Based on his 22-year career with Walmart and subsequent work with LP/AP retail teams and vendors, Brand shares insights on how disruptive retail technologies both challenge and empower risk mitigation efforts in retail. 

IN THIS EPISODE: 

• [2:38] How do you think technology is fundamentally changing retail?
• [5:04] What are the most formidable challenges LP/AP teams face today? 
• [09:28] What does disruptive technology integration really mean? 
• [12:55] How have customer and employee needs changed since the COVID-19 pandemic?  
• [18:23] What do the next five years look like?
• [24:00] What is the value of RFID in risk mitigation?

KEY TAKEAWAYS: 

• If there was a silver lining to the pandemic, it was that it helped stress test the technologies that are going to work and those that are ahead of their time. It accelerated automation and changed store operations. However, store operations and LP/AP operate in parallel universes and LP/AP teams were not necessarily prepared for the new risks and loss opportunities introduced with new technologies like self-checkout. 
• LP/AP has changed from being seen as the group that runs down shoplifters to the group focused on solving broader business problems than just theft. The key to success is focusing on how solutions solve broader business problems and then getting a seat at the table with other stakeholders to be part of the decision-making. 
• Some retailers were surprised by the fact that once the dust settled after the pandemic, consumers actually wanted to get out of the house and return in-person to the store. There was some miscalculation that traffic to brick-and-mortar stores would never return, but it did. And when shoppers do return, they want people there.
• People are still critical to the retail experience. Whether it’s helping mitigate risk and reducing theft or delivering an enhanced customer experience, associates play an important role in retail. I expect that in the not-too-distant future, key retailers will differentiate with their “good old fashioned customer service” in stores. There is a place for fully automated and frictionless, but it’s not in every store.
• In the future, RFID is going to be a competitive imperative for understanding inventory location and quantities. Accuracy is critical in today’s omnichannel environment. AI is also going to be used more and more to help mitigate risk. 

LINKS MENTIONED 

Brand Elverston Consulting

LinkedIn – Brand Elverston

BIO: 

Brand joined Walmart in 1995 after serving over eleven years as a Field Artillery Officer in the United States Army. He began his retail career with the field Asset Protection (AP) team but quickly transitioned to the home office AP staff serving in several key positions including Merchandise/Systems Coordinator, Director of AP Operations, and Director of AP Strategic Initiatives with primary scope over all research and development efforts, strategic systems integration, and new technology pursuits. For the last 14 months of his nearly 22-year career with Walmart, Brand was appointed the Director of the newly created Operational Execution team with responsibilities of evaluating the execution and effectiveness of key, strategic company programs at store level. Brand retired from Walmart in March of 2017 and is currently the Founder/Principal of Elverston, LLC., providing senior advisory services to risk mitigation technology providers and retailers alike.

In this episode of Telaid Tech Connect, Alex Siskos, Senior VP of Strategy at Everseen, explores the accelerating pace of AI rollouts and how AI and computer vision combine to deliver new and powerful insights to retailers. In this episode, we explore growing use cases and deployment pitfalls.  

IN THIS EPISODE:  

• [2:18] Why did Everseen start with AI solutions at the self-checkout? 
• [6:10] What are some opportunities you see for AI beyond the self-checkout experience?   
• [10:49] How did Everseen start to “lift and shift” technology?  
• [12:39] How do retailers avoid the deployment of AI as a point solution, instead building an AI platform that consolidates and collectively solves key business problems?   
• [20:08] What are some hurdles you see when it comes to AI deployments?  
• [23:51] What hurdles have you seen when adopting computer vision?  

KEY TAKEAWAYS:  

• When Everseen set out, the founder’s lifelong mission was to reengineer critical business processes in retail to make them more efficient, save money and/or reduce threats. As retailers transitioned from staffed checkout lanes to self-checkout, they could not see what inventory was lost, how, why, or by whom. By fusing AI and computer vision, we could give retailers actionable information in the moment. 
• AI/computer vision also turns friction into moments of self-correction. If the system determines that someone has missed an item or can’t find the scan code, it can show them how, allowing for self-correction and prevention of an unintentional loss. 
• The amount of data is increasing with every store deploying this technology. Across 50,000 AI edge points Everseen has installed, which capture video every single day, there are now about 200 years of video that we are ingesting and analyzing. This video includes about 15 million transactions with 220 million SKUs involved in those transactions. Keeping eyes on all of that and providing context is where Everseen adds value, breaking that video into smaller, more manageable pieces.  
• With point-deployments, retailers run the risk of having several ISVs internally that don’t talk to one another. This creates overlap, confusion and leaves departments fighting over camera use. 
• Retailer is coming out of a pandemic and going back to “normal.” But the new “normal” is riddled with inflation, crazy macroeconomic situations, international wars, supply chain disruptions and other problems. This means a marathon-like effort to adopt new technologies is occurring at a sprint pace.  

LINKS MENTIONED  

Everseen 

LinkedIn – Alex Siskos 

BIO:  

Alex joined Everseen in 2017, bringing more than 25 years’ experience in retail strategy and analytics. He previously served in leadership positions at Walgreens, led the entry of Blue Yonder into North America, which was later acquired by JDA. He also held business process strategy, market development and analytics roles at Accenture, Nielsen and Crossmark. Alex leads market analysis and corporate strategy for Everseen, helping to drive the company’s growth across the retail sector as well as its expansion into a variety of other market segments. 

In this episode of Telaid Tech Connect, Josh King and Shannon Lightsey of Lexicon Technologies explore the importance of proactive technology maintenance planning. Businesses should understand - not only the cost of technology devices - but the cost of a device’s downtime. That information can inform more strategic decision-making about the replacement and repair of those devices. 

IN THIS EPISODE:  

• [2:10] What are two approaches to device management? 
• [3:40] What are some steps enterprises can take to be purposeful with their device management plan?  
• [4:35] Are there shifts in how devices are being rolled out and manufactured today that impact the repair side?  
• [6:00] Are there changes in the types of devices being deployed?  
• [12:25] What is some other wisdom about device repair? 

KEY TAKEAWAYS:  

• In most cases, technology devices are not the core of the business, but increasingly every type of business relies on technology devices to operate. When devices fail, it typically has a revenue loss associated with it. As a result, having a plan for the maintenance and repair of devices is critical.   
• The best IT managers have a good understanding of how a device impacts the business – what does failed equipment mean in terms of lost sales? What resources should be applied to ensure a reduction in downtime?  
• In the past, devices were more rugged and constructed for long-term use. In the past several years, we’ve shifted to more consumable devices that are not ruggedized and built to be replaced after a few years. 
• Business leaders need to assess if they are going to buy the latest devices or tap someone who can help them extend the life of existing devices. This is another avenue for efficiency and business intelligence.  

LINKS MENTIONED  

LexiconTech 

LinkedIn – Josh King 

LinkedIn – Shannon Lightsey 

BIO:  

Josh King 

Joshua King has 15 years of experience working alongside and guiding C-level executives through critical management, financial, operational, and strategic decision-making processes. He is the CEO of Atlanta-based Lexicon Tech Solutions, a company with a 25-year year history of performing large-scale technology repairs and maintenance for businesses and school districts nationwide.  

Shannon Lightsey 

Shannon Lightsey has 20+ years of experience in customer service management and sales. She is a senior account executive at Lexicon Tech Solutions where she helps customers ranging from mom-and-pop stores to Fortune 500 companies with their repair, maintenance, and new equipment needs. 

In this episode of Telaid Tech Connect, we’re speaking with Jack Hogan, who unpacks some of the key drivers of the adoption of AI-enabled self-checkout solutions like Mashgin. He explores benefits to shoppers and keys to a successful deployment.   

IN THIS EPISODE:  

• [1:35] What inspired the founders of Mashgin to create this self-checkout/computer vision technology? 
• [3:10] What changes in consumer behavior or marketplace trends are driving the need behind this solution? 
• [4:12] What challenges are industries experiencing that are driving adoption? 
• [6:10] What is an example of Mashgin implementation: what challenges were the business trying to overcome and how was the solution deployed and what were some of the challenges along the way? 
• [8:55] When you look at a successful deployment, what are some critical success factors?  
• [10:35] What do the next 5 years look like for this type of technology? 

KEY TAKEAWAYS:  

• Mashgin is the world’s fastest self-checkout and computer vision solution, speeding transaction times to under ten seconds.  
• Some of the key drivers of the adoption of this technology include consumers not wanting to wait. Lines are also getting worse due to labor shortages. Post-pandemic shoppers are visiting smaller locations to quickly grab a couple of items rather than making major trips to the grocery store. 
• A very attractive user for this type of solution is the habitual customer that is purchasing the same thing day after day and wants to get in and get out quickly. 
• Mashgin has expanded from a primary presence in cafeterias and stadiums, to convenience stores and petrol stations. They have added capabilities that consumers demand such as accepting cash, incorporating loyalty programs, and purchasing gas.  

LINKS MENTIONED  

LinkedIn 

Mashgin 

BIO: Jack Hogan 

Jack Hogan is the Vice President of Strategic Partnerships at Mashgin, an AI-Powered Self-Checkout System for convenience stores, sports stadiums, business dining, and universities. Before Mashgin, Jack built and scaled companies across AI, recruiting, and events. While working in the recruiting space, he also founded the non-profit Neurodiversity Pathways to help train and place adults on the Autism spectrum with jobs at the top Bay Area companies. 

In this episode of Telaid Tech Connect, we’re speaking with Jordan Rivchun, Head of Business Development at Hanwha Techwin. We discuss how business leaders can leverage new optical technologies beyond traditional surveillance to reap operational and other business benefits. 

IN THIS EPISODE: 

• [2:20] At the manufacturing level, what has changed that’s driving the ability to do more with optical technology?
• [5:07] Are there specific industries that you think are ready to advance their use of cameras and computer vision? What are the critical use cases? 
• [8:50] There are so many partners in this space, how do you assess which is the right partner to bring to your client who is trying to solve a particular business challenge?
• [11:30] Is there anything from the hardware side that is driving the ability to support these next-generation technologies?
• [15:05] What do the next five years look like for optical technology? 

KEY TAKEAWAYS: 

• Edge-based technology and AI have transformed cameras into sensors and sensors into service providers for the user. Instead of capturing video that you scroll through to find what you need, technologies today proactively and without false alarms, detect events of interest and notify users instantly. 
• Use cases for video are now expanding far beyond LP/AP. Applications today in retail include labor optimization, floor planning and safety. In QSRs, video can now be used for order verification, traffic analysis and food safety.
• Non-traditional use cases are constantly emerging as customers bring new business challenges to the table and vendors work together to develop solutions using optical technologies.
• In the next five years, we’re going to see better compression technologies, the mainstreaming of 5G, more dependency on the cloud and more AI.

LINKS MENTIONED 

LinkedIn

Hanwha Techwin

BIO: Jordan Rivchun

Jordan Rivchun is the Head of Business for Hanwha Techwin America. Rivchun has 18+ years of physical security technology and retail loss prevention experience. Prior to joining Hanwha in 2018, Rivchun was director of loss prevention with DSW (Designer Shoe Warehouse), where he was responsible for all facets of the Loss Prevention program including physical security, internal investigations, loss prevention systems and data analytics, as well as the field organization. Rivchun was also an active member of RILA’s Asset Protection Leaders Council (APLC). Prior to his 8-year career at DSW, he worked for Security Risk Management Consultants, Target, and Nordstrom in both security and asset protection capacities.