Shoppers Stop partners with Cisco to transform customer experience

Shoppers Stop delivers enhanced, personalized and engaging in-store experience for customers enabled by Cisco Mobility Solution to boost sales and deepen customer loyalty

Cisco and Shoppers Stop announced collaboration to implement Cisco Wireless Solution across 80 Shoppers Stop stores in India. In select stores, Shoppers Stop is piloting the Cisco Connected Mobile Experience (CMX) capabilities integrated with Cisco Wireless Solution for enhanced, personalized experiences for shoppers. This alliance is aimed to accelerate the digitization of Shoppers Stop stores in-line with its omni-channel strategy through which the company aims to achieve 20 percent digitally-influenced sales by 2020.

As per Cisco VNI Report 2016 – 2021, total public Wi-Fi hotspots will grow 112-fold to 5.4 million by 2021 in India. With Cisco’s expertise, Shoppers Stop has deployed guest Wi-Fi for more personalization and digital services to help its customers discover the best shopping possibilities within its stores. Cisco’s CMX solution is designed to help Shoppers Stop better serve its customers by analyzing individual customer experience, behavior and engagement.

With Cisco Wireless Solution, Shoppers Stop will gain a single view dashboard of connected customers in the store, insights into customer behavior analytics, traffic flow and dwell time analytics, location based services and analytics for effective in-store marketing and in-store tracking. With over 4.6 million First Citizen loyalty program members and one million Shoppers Stop Mobile app downloads, Shoppers Stop can use anonymized aggregate data to provide mapping, directions and personalized in-store promotions to customers.

Anil Shankar, Customer Care Associate & Vice President – IT, Shoppers Stop Ltd. said “A pivotal element of our omni-channel strategy is to digitally transform our physical stores to provide a seamless and convenient shopping experience. We believe that digitization is not about just using the latest technology but about enhancing the customer’s journey. Cisco Mobility Solution will help us enhance customer experience, gather insights into our customer preferences and optimize our resources to offer enhanced personalized experiences to customers who shop at our stores. We are excited to partner with Cisco to digitally transform our stores, improve our employee productivity and device strategies that put our customers at the heart of our business.”

Dinesh Malkani, President, Cisco India and SAARC said “Retail is one of the top three industries most vulnerable to digital disruption. In retail, insight is currency and these insights help retailers provide a hyper-relevant customer experience and remain competitive in the digital age. We are excited to collaborate with Shoppers Stop as they digitally transform their business, deliver hyper-relevant customer experiences and enhance workforce efficiency to emerge as the retailers of the future by driving both revenue growth and operational efficiencies.”
Features in the digital transformation experience include:

Cisco Connected Mobile Experience (CMX) integrated with Cisco Wireless Solution can be delivered either on premises or from the Cloud, and will allow Shoppers Stop to deepen customer loyalty and boost sales through location-based services, targeted advertisements and advanced analytics. Registered devices are automatically recognized at all Shoppers Stop stores, further encouraging Wi-Fi usage with the convenience of not having to log in again.
Cisco’s Enterprise Class Secured Wireless platform brings the power of Cisco’s Wi-Fi infrastructure and intelligent network capabilities allowing Shoppers Stop to drive insights and actionable analytics to enhance the customer shopping experience and improve business operations with better operational control and seamless, secure Wi-Fi onboarding.

Cisco Video Collaboration solutions including Cisco SX10 and SX20 HD video endpoints deployed at Shoppers Stop makes it easier for Shopper Stop employees to connect, collaborate and make faster decisions and quicker resolutions with colleagues and partners from any location.

As per a Cisco global report, “Reinventing Retail: Cisco Reveals How Stores Can Surge Ahead on the Digital Transformation Journey” there remains a tremendous opportunity, with the potential for retailers to generate more than $506 billion in value that can be achieved through digital transformation.

Digital disruption means getting business outcomes faster. Cisco through its next-generation technologies such as security, collaboration, cloud, and the Internet of Things is helping its customers transform their businesses and thrive in the digital age. With six innovation centres across five states in India, Cisco is a leading technology provider and business partner in helping its customers across industries such as retail, financial services and healthcare in India to build digital businesses, accelerate innovation and compete in the global markets.

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