Connecting retail

for a digital future

Key insights into achieving an effective
digital transformation
Introduction
The past two years has been a perfect storm for retailers. Caught between the pandemic, rapidly evolving consumer demands,
the supply chain crisis, and an increasing pressure to become more sustainable, retailers have been pushed to rapidly evolve
and adapt in order to remain competitive. For many organisations, this has considerably accelerated their digital transformation
agenda far beyond anything they could have predicted.
What’s clear today is that despite will need to focus their efforts on
the unprecedented boom in complete end-to-end integration
e-commerce, there will always be from warehouse to inventory through This whitepaper will examine:
a place for brick-and-mortar retail. to online and instore.
In the future there might be fewer • what’s happening in the
stores but their importance as places Most importantly, it can’t be ignored retail market
for brands to provide immersive and that none of this is possible without an
infrastructure that’s fit for purpose. • our point of view on
engaging experiences will grow.
The benefits of new innovations like the landscape
It’s an opportunity to reinvent Artificial Intelligence (AI), computer
• the key roadblocks to
rather than rely on traditional sales vision and mixed reality can only be
digital transformation
by square metre metrics. Retailers realised once organisations have
in retail
should be reimagining their physical secured their foundations with
stores as a space for exploration, a a modernised and standardised • the innovations driving
place where they can redefine their infrastructure that’s built for digital retail
strategy moving forward. By forging future growth.
the path for the next-generation • how to deliver
of retail, brands will increasingly We’ve created this whitepaper to sustainability for the
provide high-touch and sensory support your thinking about digital retail industry
driven experiences that tap directly retail. I hope it helps shape your plans
into human emotion, connection, and future. Do get in touch if you’d • how to implement effective
discovery and community. like to discuss anything further. digital transformation

The rise of omnichannel commerce • our proposition for

now demands that retailers deliver digital transformation
seamless, integrated, and stress-
• why BT for retail?
free experiences which enable Eyad Shihabi
their consumers to move freely and Global • case studies of digital
frequently between the digital and industries and transformation in retail.
physical worlds. But for the shopping government,
experience to truly transform, they MD, BT

Connecting retail for a digital future 2

What’s happening in your market
Digital transformation has been on the agenda for some time,
but a unique set of market conditions is forcing retailers to shift
gears. Across the industry, the pandemic accelerated five-year
adoption strategies down to as little as six months, as three key
developments started reshaping retail as we know it.

Transformation driver #1 – additional product information

and can connect to social media
the changing role of online
platforms. With so much information
and physical stores now available online, staff must be
empowered with the right technology
During the pandemic, consumer
to provide an outstanding service.
behaviour had to adapt as the sudden
closure of brick-and-mortar retail Elevating the instore experience
fuelled an unprecedented surge in through digital transformation
online ordering. will enable brands to build deeper
connections with consumers and
Now there’s no going back to how
drive physical footfall.
things were before. The rise of
e-commerce means online platforms
are the preferred option for browsing
and checking product availability. In
turn, physical stores are transforming

84%
into spaces for engaging with brands
in new and exciting ways.

The shopfloor needs to become the

centre for consumer experience,
as forward-thinking retailers
invest in strategies for immersive of consumers believe
digital engagement. For example, retailers should be doing
leveraging Augmented Reality (AR) more to integrate their
to create a virtual changing room online and offline channels.
or including digital touchpoints
throughout the store that provide

Connecting retail for a digital future 3

What’s happening in your market
Transformation driver #2 – Transformation driver #3 – tools are also capable of scheduling
growing consumer pressure to increase and allocating tasks to streamline
operational efficiency workflows and reduce the cost of
expectations
human error, whether that’s through
Consumer expectations are currently As demands escalate, retailers are guided picking or fleet
at an all-time high – driving intense turning their attention to increasing management software.
and previously unseen competition automation of their supply chain

39%
between retailers around fulfilment. and in particular the warehouse to
Today, most shoppers have a range of drive operational efficiency. Far too
convenient options at their fingertips many major organisations still rely
including ultrafast delivery, click- on manual processes to manage
and-collect instore and a free their stockrooms and use multiple
returns service. legacy devices to run individual
tasks. But the maturity model is now of consumer say they are now
In this increasingly competitive shifting towards greater automation – more likely to spend money at a
market, same day delivery is whether that’s full automation or with business that makes it easy for
undoubtedly here to stay and will ‘cobots’ working alongside the them to shop or interact
soon overtake next day as the human workforce. with them online.
expected standard. As a result, we’re
seeing a boom in rapid delivery, as In search of greater efficiency,
new on-demand models commit organisations are connecting
to increasingly ambitious fulfilment Operational Technology (OT) to
times, with some even offering arrival the network, breaking down silos
within ten minutes. to consolidate device management
and embracing ways to generate

62%
These high-speed expectations actionable insights at every stage of
around availability have changed how the product journey. As part of this
consumer loyalty works. Consumers smarter, more connected warehouse,
will move on quickly from retailers a network of sensors, scanners,
who struggle to get their products and cameras can track assets in
into the hands of shoppers fast real-time. This advanced level of
enough. They’ll go with the most stock transparency and integration of warehouse managers believe
readily available and consistently opens up possibilities for flexible, that human error from manual
reliable option. reactive decision making on where process management is the
to ship items from at optimal times. main cause of inventory
Elsewhere, intelligent automation fulfilment issues.

Connecting retail for a digital future 4

Our point of view
Customers are certainly the lifeblood of retail, but is a relentless focus on meeting today’s
customer demands holding retailers back from planning for tomorrow? It’s easy to see how the
constant race to satisfy customers in an incredibly competitive market can push more macro
planning down the agenda. It often leads to an increase in separate initiatives to address what
are seen as individual challenges.

In contrast, leading retailers are In the warehouse, digital retail It’s clear that today’s connected
finding that adopting a unified digital delivers workforce optimisation customers are ready for new,
transformation strategy is helping at the same time as building in innovative Virtual Reality (VR) and
them meet today’s demands – and loss mitigation measures and AR experiences, powered by 5G
is setting them up with the agile improving safety. In the case of - the next generation of wireless
foundations they need to successfully inventory management, it means connectivity. In fact, 5G will underpin
deal with whatever the future holds. optimised shelf availability, a great deal of the transformational
It’s breaking the cycle of always seamless omnichannel fulfilment, innovations across the end-to-end
chasing to keep up and letting straightforward stocktakes and retail operation and is something any
them take the initiative. It’s a absolute visibility of critical assets organisation looking to accelerate
power shift that’s creating throughout the supply chain. digitalisation should be starting to
competitive advantage. And when it comes to the public think about.
face of the business, digital retail
Digital transformation can deliver reshapes the store into an engaging, We’re also seeing a growing
the seamless, integrated experience entertaining and personalised sustainability imperative in retail
that’s so vital in an omnichannel experience. Data works hard to that needs to be factored into
world. It can harmonise the deliver the insights that make digital transformation strategies.
technology across your business to this possible, allowing sales Consumer consciousness of how
give a comprehensive view of your associates to tap into all the retailers use resources and generate
inventory, assets and operations at information they need to provide carbon emissions is at an all-time
all times. And it reaches from the customer-delighting service. high – and there’s the very real risk
warehouse, through the supply chain that customers will switch away from
and on through to online and instore Successful digital transformation your brand if you’re not sufficiently
– bringing innovative solutions that depends on an openness to change green in your approach. Digitalisation
improve operations, drive profit and and innovation. A lot of our customer opens the door to effective ways of
satisfy customers. conversations right now revolve operating more sustainably, without
around how retail can prepare for the adversely affecting your profitability.
emerging virtual world.

Connecting retail for a digital future 5

The key roadblocks to digital transformation in retail
In our experience of working with retailers to achieve digital transformation, we’ve found that the same issues, concerns and
attitudes emerge. Recognising what’s holding your organisation back allows you to address the roadblocks in your digital
transformation strategy.

1. A shortage of experience, 2. Tackling the 3. The expected disruption of

knowledge and skills cybersecurity risks that replacing legacy
paralyses decision making come with digitalisation infrastructure
Most organisations don’t have a digital Many essential aspects of digital Many retailers are still reliant on legacy
transformation department ready to go transformation, like the convergence infrastructure like dial-up and MPLS to carry
and, without the right internal skills or of IT and OT, significantly expand an out their core operations. Upgrading this
experience, they struggle to know where to organisation’s attack surface and open technology can initially seem expensive,
start. For some, there’s a strong reluctance them up to a range of new and unknown disruptive, and complex but failure to do
to change what seems to be working well vulnerabilities. And it’s no secret that so will be far more costly in the longer
enough – what if it has a negative effect on cybercriminals often see retailers as term, affecting their ability to keep pace as
operations? Others find the uncertainty attractive targets with the potential to competition accelerates.
of treading a new path makes agreeing a offer significant financial rewards. Retailers
transformation strategy difficult – what are also aware that it’s not uncommon for
would the implications be on security, cost, attackers to exploit obscure points of entry
data and flexibility? Plus, there’s a huge and remain undetected; one major retailer
choice of vendors, solutions and options in even had millions of customer credit 4. Difficulties in unlocking
the market which can add to the confusion, card details extracted through their valuable insights from data
causing organisations to hold back. In some air-conditioning system.
cases, just trying to navigate through this Accurate, free-flowing data is essential
initial stage of complexity can stop the entire This awareness of the cyber vulnerability for digital transformation, but many
project from getting off the ground. that can come with digitalisation can be a organisations are starting from a point
brake on transformation. where their data is stuck in silos, and some
are even still paper-based. It feels like a
gargantuan task to digitise complicated
paper trails and bring the data together
across many different systems to accurately
report successes and identify
organisational inefficiencies.

Connecting retail for a digital future 6

The key roadblocks to digital transformation in retail

5. Maintaining 6. Scaling up from a

compliance with successful pilot
regulations
Beyond the pilot stage, scaling
New global data security up your transformation to
standards and compliance encourage organisation-wide
policies increase the constraints adoption of new working habits
imposed upon retailers and can be difficult. Introducing
force them, understandably, new solutions can often be met
to proceed with caution. with some initial distrust or
Widespread public awareness opposition from sales associates
of data rights and regulations or warehouse staff, who feel
means your ability to comply they’re efficient and highly
is now critical to upholding competent with the systems
a trustworthy industry-wide already in place. To support the
reputation – especially because roll-out of new technologies,
the growth of online sales and these employees will need to
personalised platforms means understand how new solutions,
organisations are processing like intelligent automation,
more sensitive customer reduce the burden of menial
data than ever before. tasks and actually increase their
value within the organisation
as they can focus on
providing outstanding
customer experiences.

Connecting retail for a digital future 7

The innovations driving
retail transformation
Across the retail sector, a series of game-changing
technologies are pushing the boundaries of what’s possible.
The following three key innovations are set to transform
both online and instore services, preparing them for a more
profitable future:

1. 5G
5G is a foundation technology the shopfloor. Then, after visiting,
that’ll enable and facilitate a lot of it will be possible to link behaviour
transformative innovations in the in the physical store with the
warehouse, on the shopfloor and out customer’s online presence to send
into the wider supply chain. out individualised promotions and
product suggestions.
With its capacity for ultra-low

21%
latency and high throughput, 5G will 5G is also a critical enabler for
enable physical stores to provide the smart warehouse. As the next
a full omnichannel experience. It generation of wireless connectivity,
will offer the processing power to it’s built to handle far greater volumes
deliver immersive technologies like of data and devices. This means it can
VR, AR and digital signage for a reliably support the continuous flow of retail IT and business
range of instore applications such of information generated by rooms managers worldwide
as intelligent mirrors that suggest full of automated guided vehicles said their organisation
matching clothing or enable virtual (AGVs), autonomous robots and was currently using 5G
changing rooms on the shopfloor. Internet of Things (IoT) devices, and services, and

63%
even relay information to front-of-
And, with more stores on the house applications in real-time.
high street expected to offer free
instore wi-fi, 5G’s high-speed
connectivity will support new forms
of personalised and interactive
marketing. With customer consent, expected their company
retailers can deliver fast-acting and to adopt 5G services in
responsive messaging to customers’ the future.
personal devices as they browse

Connecting retail for a digital future 8

The innovations driving retail transformation
2. The Metaverse 3. Frictionless checkouts and
Often described as the next evolution Interactions with self-service
of the internet, the Metaverse is a products featuring 3D/AR Shoppers are so used to instant
completely virtual, parallel universe. content had a gratification online that they’re

94%
Inside this realm, users connect with becoming impatient with queues
VR technology to become digital and easily frustrated with contact at
avatars who explore, work or play checkouts. But increasingly, retailers
across a wide range of different, are putting the control into the hands
augmented realities. of consumers by deploying a range
higher conversion rate than of new self-service technologies that
Already, many smart brands are take the friction out of the instore
those without it.
investing in this space by buying experience. Handheld personal
up virtual real estate, building CGI shoppers and self-service kiosks
environments, developing products empower customers to carry out
or negotiating product placements. their tasks at their own pace, while

74%
For example, some major fashion freeing up staff to focus on more
brands are now selling virtual trainers value-driven tasks. We’re even seeing
for users’ avatars. Although it’s still smart carts with built-in cameras and
in its early stages, as its popularity sensors automatically scanning items
grows, the Metaverse will further blur as they’re put in and then charging
the lines between the virtual world the total directly to digital wallets or
and reality. It has strong potential of contactless payment
mobile phones.
to become another key touchpoint users state they
in the omnichannel experience, and would continue to use
retailers will want to offer virtual contactless payment
equivalents of their products and methods after the
services or even create their own pandemic ends.
unique, branded experiences.

Connecting retail for a digital future 9

Delivering sustainability in the retail sector
Year on year, sustainability Fortunately, there are a range Make smarter decisions for
of solutions to achieve this by energy consumption How digital transformation
moves further up the list of
giving retailers access to a global In the smart warehouse, the can support sustainability:
consumer priorities and, as database of accredited suppliers digitalisation of decision-making
a result, the retail agenda. and recommendations of safer, has the ability to increase efficiency, • Right down to regional
The pressure is now on for more sustainable and responsible optimise processes, and reduce level, intelligent demand
alternatives. Similarly, AR solutions costs and waste - all while reducing forecasting can improve
retailers to prove they’re
exist to support remote auditing, so environmental impact. Powered supply chain planning, plus
taking considerable steps that organisations can carry out spot by algorithms and machine reduce consumption of
to protect the environment, checks on suppliers, regardless of learning, technology-based energy raw materials and waste.
whether that’s through geographical barriers. management can be integrated
• To reduce empty miles and
ethical sourcing, reducing into warehouse control systems
Reduce your carbon footprint unnecessary journeys, AI-
to monitor and optimise timings,
their carbon footprint or and go circular based fleet management
temperature, and lighting and even
seeking out renewable Single-use plastic packaging is one of recommend where improvements
software can optimise
energy sources. the most notorious items for its long- delivery routes while
can be made. Already in the food
term damage to the environment. making products’ ETAs as
sector, 81% of retailers are using
Today, just putting a statement or an Therefore, many retailers are limiting accurate as possible.
these smart control systems to save
endorsement on your website isn’t their use of plastic, using recyclable energy during their production.
enough – retailers need to prove their • Fashion items can now
packaging, or even offering refills But this technology is effective across
sustainability credentials to satisfy have a digital passport
instore - sometimes with a financial a variety of different environments
the expectations of consumers. embedded in them that
incentive. In a bid to create a truly including stores and warehouses. tracks their lifecycle
circular economy, across Europe
Demonstrate transparent to prevent them being
more than 80 manufacturers and Elsewhere, more stores and
supply chains unnecessarily incinerated
retailers have adopted a new digital warehouses are now adopting
From production to end- or taken to landfill.
watermark, the Digimarc. At smart renewable energy sources onsite, by
consumption, the rise of the waste facilities this will improve the putting panels or turbines on their
conscious consumer is pushing accuracy of sorting plastic into its roofs or offering charging stations
retailers to embrace transparency different types and create higher in their car parks. In fact, 56% of
across their supply chains, which can quality recyclates. Plus, compared to stores are already providing electrical
be challenging if you’re dealing with traditional UPC and EAN barcodes, vehicle charging for their customers,
complex global supply chains. But the Digimarc saves up to 69% on and 10% plan to in the near future.
customers are adamant that they ink. With the planet in mind, major
expect information around sourcing brands are adopting circular fashion
to be made as readily available and models to increasingly encourage
in-depth as possible. resale, reuse and recycling of
clothing items.

Connecting retail for a digital future 10

How to implement effective digital transformation
In retail, digital transformation will look slightly different for every organisation. But there are
common foundations that every retailer will need to support their evolution.

Get the infrastructure and intrusion, and incorporate behaviour

security building blocks in place monitoring to identify suspicious
for transformation activity inside your architecture. And
Laying the foundations for segment your network so that you can
long-term digital expansion requires isolate any intruder from accessing
an infrastructure that’s reliable, more sensitive information, like card
scalable and fit for growth. You might details and personal data.
not be able to anticipate what the
next generation of retail will look Make sure you have
like, but there’s certain things you reliable connectivity
can predict. In today’s market, fast- The future of retail is always
changing consumer behaviours and connected and always on – whether
quickly evolving trends are almost that’s in the warehouse, instore
guaranteed. For this reason, scalable or online. Many of the emerging
cloud services and a range of flexible technologies on the path to digital
network options, like the ability to transformation, like IoT, AR and VR,
rapidly extend bandwidth, will be will require 5G, the next generation of
essential to adapting and thriving in wireless connectivity.
emerging markets.
These days almost any outage is
On top of this, you’ll need to embed costly, if not reputation damaging.
security deeply from the start to Moving towards a software-defined
protect your brand, reputation and networking solution will help you
bottom line. If you leave it as an to prioritise business-critical traffic
afterthought, you’ll expose yourself and ensure consistent performance
to a range of unknown entry points. for the services that matter most,
Too many major retailers have especially at times of high demand.
fallen victim to high-profile attacks,
Only once these solid foundations
and it’s likely consumers will be
are in place can you move
less forgiving in the future if their
onto the four focus areas for
data is compromised. Use threat
retail transformation.
intelligence to keep up to date with
the latest vulnerabilities to prevent

Connecting retail for a digital future 11

How to implement effective digital transformation
1. Build a smarter warehouse

The warehouse plays a key part in maximising organisational efficiency and,

in turn, revenue. Review your operation and, if necessary, each premises
carefully. Consider where there’s potential to increase automation, integrate
smart solutions, retrofit legacy technologies and upgrade manual processes.
Greater automation and integration will not only boost your productivity,
streamline processes, cut costs, and decrease errors, but will also replace
repeatable, mundane tasks with technology so that you can reallocate your
employees to more complex tasks.

Converging the IT and OT worlds will break down traditional silos to

unlock actionable insights in areas you’ve never been able to accurately
monitor before. From here, use your converged IT / OT as a launchpad for
introducing more IoT into other areas, deploying a wider web of technology
to monitor, track and report on the efficiency of your processes. There’s even
a range of software and solutions which can further optimise workflow, fleet
management or workforce scheduling and, ultimately, lay the foundation for
better engagement and service levels in the longer term.

2. Move to a digitalised inventory

With the shift to omnichannel order fulfilment and distribution, keeping

track of your stock is important to everyone involved. But implementing
a completely digitalised inventory relies on your ability to transform the
technology across your business so that it can work together effectively
to provide complete visibility of your assets, inventory and operations.
Automated inventory management systems need to be connected with a
string of sensors, tags and readers at every level of your operation, powered
by an ultra-fast and ultra-low latency private 5G network. Thorough
integration will deliver up-to-the-minute accuracy, reduce shrinkage and
waste, and ensure every product is in the right place, at the right time.

Connecting retail for a digital future 12

How to implement effective digital transformation
3. Redefine your instore experience

Rather than just offering products on shelves, the physical store

is now your key touchpoint for creating memorable, outstanding
experiences. Without question, levelling up your digital engagement
strategy inside your store must be a priority. For entertaining and
interactive shopping, virtual mirrors and displays are among the
transformative technologies to explore.

A core part of the omnichannel experience is giving customers the

ability to move seamlessly between platforms. Bring the online
world into your stores by experimenting with digital touchpoints
that connect to online platforms or social media. Focus on taking
the friction out of the journey, by introducing faster more integrated
payment solutions, self-service kiosks and personal shoppers.
Ultimately, retailers with the most seamless and immersive
experiences will keep customers coming back.

4. Digitally empower your sales assistants

Today, online retail satisfies the most straightforward consumer

needs. But the customers who visit stores and ask for human-to-
human support expect a higher level of sensitivity and attention to
detail than ever before. To create meaningful interactions that boost
conversions, your sales associates need to listen to their needs,
recognise personal preferences, and provide answers to increasingly
difficult questions. Supplying handheld devices and headsets to your
staff on the floor will enable effective collaboration, provide access
to the most up-to-date information, and can even connect them to
experts in remote locations. Installing productivity applications onto
these devices can use real-time contextual information to allocate
tasks. These tools will ensure you can offer the knowledgeable,
proactive service instore that consumers now expect.

Connecting retail for a digital future 13

 Our digital retail proposition
We provide industry-specific, global managed services that enable secure data distribution across global supply chains, operations and businesses.
Our ambition: to become the world’s most trusted connector of people, devices and machines.
What your business can achieve with our
digital retail solutions:
To power the digitalisation of your business, we can help you with:
1. ensure your network infrastructure is
• an end-to-end-infrastructure design, based on composable architectures
digital-ready
• the products, tools and services to support your digitalisation globally
2. resolve your cybersecurity challenges
• a service framework supporting your business on a scalable basis
3. deliver your data securely and globally to
• a security-by-design approach that protects your data, assets and business. improve business outcomes.

Connect people Enhance customer Connect to low- Securely transfer Detect and Connect and Enable
devices and and employee latency resilient insight from protect against manage the your partner
machines experience infrastructure the edge cyberattacks multi-cloud eco-system

Digital and IoT sensors IoT gateways Remote access Public, private and Microsoft Azure
Offices hybrid work hybrid cloud
Wireless access Edge computing Identity Everyangle
Retail and Sales associates management Carrier Neutral
online stores Industrial and SD-WAN Facilities Zebra
Cloud contact Enterprise SD-LAN Firewalls
Warehouses centre solutions Internet Fabric port M-Cube
4G and 5G Threat
Mobile Device MPLS management IoT platforms Purple
Distribution
Management Bluetooth LE
centres
and Zigbee Satellite OT security Librestream
Supermarket
Honeywell and
forecourts and
many more
many more

Industry-specific global managed service across infrastructure, security and digital workplace

Connectingretail
Connecting retailfor
fora a digital
digital future
future 14
Why BT for retail?
We work from a We’re security specialists The breadth and depth of
retail-centric standpoint Our experience and expertise in our portfolio
We work with nine out of ten of protecting governments, nation Through our broad portfolio of
the top retailers globally. So our states, critical national infrastructure solutions, we can easily integrate
retail portfolio is the result of 20 and large global corporations from with the collaboration applications,
years of experience developing over 6,500 cyberattacks each data and third-party cloud providers
and delivering solutions to meet day gives us a ringside seat on the you need globally. Then our end
the specific needs of organisations complex security threat landscape. to-end management of your entire
like yours. It’s a standard part of We use this unique position to solution simplifies operations for
our approach to constantly look for support organisations to detect and you – and improves user experience
innovative industry specific solutions respond to threats in a Zero Trust for your team and your customers.
to help major retailers with their world with real-time visibility and Our portfolio combines our deep
digital transformation journey. We’re monitoring, drawing on the expertise expertise and extensive capabilities
committed to always delivering a of our 3,000 security experts and in cloud, networking and
portfolio of solutions that reflect the 350 consultants based in our security security services.
evolving needs of retail. operations centres around the globe.

We’re a one-stop-shop for Our renowned global network

retail transformation We’re a reliable partner with global
We’ve focused on building an experience and credentials, and
ecosystem of partners who the research and development
are developing the emerging capabilities to turn the latest
technologies that will secure a innovations into resilient and trusted
profitable future for retail. This allows services on a global scale. We’ve
our customers to tap into the latest delivered thousands of solutions
developments via us. In today’s globally with our ever-increasing
complex marketplace we provide a choice of secure services and
one-stop-shop approach, combining solutions. Our approach means that
our core infrastructure, connectivity multiple technologies and legacy
and security services with systems can be easily managed to
innovative technologies. create a single, secure global network
infrastructure for your business.

Connecting retail for a digital future 15

Our investment in R&D Our longstanding commitment
and innovation to sustainability
A commitment to innovation is part We’ve been on a climate action
of our DNA. We’ve invested £2.5bn journey for over 25 years, since
in research and development over setting our first carbon reduction
the last five years, making us the third target in 1992. Since 2016/17 we’ve
largest investor in R&D in the UK. Our reduced the carbon emissions
13,000 scientists and technologists intensity of our operations by 57%
worldwide have filed over 10,000 and have reduced carbon emissions
patents since 1990 to push forward by 19% in our supply chain over the
the boundaries of what we can help same timeframe. We’ve pledged to
our customers achieve. We have a be a net zero and circular business by
particular focus on technologies that 2030, and 2040 for our supply chain
will shape manufacturing, such as and customers.
blockchain, quantum computing and
the security around them.

We take an open approach to

innovation, working in close
collaboration with our customers
and strategic partners or specialist
innovators such as universities,
government organisations, standards
bodies and technology companies.
Our innovation scouting teams are
always scanning the horizon for
ideas and expertise generated by
third-party organisations that we can
incorporate into our search for the
next technological breakthrough. Make digital
Our own BT Labs at Adastral Park retail happen
is a globally recognised centre for
telecoms research and a key source Our experts are ready to help
of UK Intellectual Property, and you bring digital retail to life in
our 4,000 scientists, IT experts, your organisation. To find out
engineers and collaboration partners how to unlock the potential of
based there continue to push the digital transformation, please
boundaries of innovation. contact one of our specialists or
visit our website.

Connecting retail for a digital future 16

Digital industry in action

Carrying out audits in Supporting the community with Eyes in all the right places with
remote locations interactive, virtual displays computer vision
The challenge The challenge The challenge
Unable to travel due to the restrictions Recognising their role in the community, A leading supermarket wanted to obtain
imposed during the pandemic, one of one of our major retailers wanted to accurate footfall data and measure their
our large retail customers suddenly digitalise their community boards in conversion rates and dwell time across
found themselves facing difficulties with order the provide customers with useful different parts of their store.
accessing sites across their global food information and reduce the quantity of
production supply chain. paper and leaflets being used. The solution
Along with Everyangle, we implemented
The solution The solution a new computer vision system which
Using Librestream’s Onsight AR platform, Alongside M-Cube, we successfully uses AI to interpret videos and images.
powered by our low-latency connection, installed virtual, interactive community The technology is highly accurate at
we were able to immerse experts remotely board displays into their stores. These now gauging instore footfall by age and
into work environments via headsets, serve the community by providing local gender and recognising which parts of
regardless of distance. Whether it’s for information, as well as important customer the store customers visit and how long for.
onsite training, maintenance support or announcements or notices that can be Combined with point-of-sale data, it helps
carrying out safety inspections, these updated in near real-time. Similarly, the calculate average basket size and overall
capabilities offer a real-time immersive boards also provide recipe suggestions, as conversion rates, as well as understand
experience that allows users to capture and well as a range of production information customers’ buying habits. Plus, in the
share live video, audio, and data with their and interactive features. self-scanning area it can detect scan
people on the ground. avoidance in order to reduce shrinkage.
The result
The result By shifting from passive to active The result
Our customer is now able to undertake signage, the retailer can now update their The computer vision system improved
regular spot checks, ensure food safety, community boards in real-time to provide their security, reduced financial losses
guide maintenance and maintain high contextual information or even assist sales from theft and fraud and boosted
standards for their customers across their with relevant suggestions and promotional overall performance. Connected with an
global supply chain. information about ongoing offers. advanced analytics platform, they could
even measure the success of marketing
campaigns and instore promotions and
push direct messaging to customers
instore to inspire them to buy.

Connecting retail for a digital future 17

Offices worldwide

The services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subjectto British Telecommunications plc’s respective standard conditions of contract.
Nothing in this publication forms any part of any contract.

© British Telecommunications plc 2022. Registered office: One Braham, Braham Street, London, England E1 8EE. Registered in England No. 1800000.

February 2022