Hearts on fire

or ashes to ashes?
Reigniting the retail industrys love affair with in-store mobile technology
A Moki and Intel report

Three years ago, the future for mobile

technology in store looked bright
Back in 2012, it was predicted that retailers
would make major bricks and mortar changes,
in response to the growth of online sales and to
consumers taking control of their journey in store
using their own devices (BYOD).
The store would be reinvented to offer an
enhanced customer experience backed by digital
workflows for employees, and pen and paper
would be replaced by interactive signage, tablet
computers and a move away from fixed to mobile
Point of Sale (PoS).
Forward-looking retailers wanted to introduce
mobile devices for store staff, to help them identify,
get closer to and therefore sell more to customers,
many of whom were already well known to them

online and who may well have started their

purchasing journey before coming in store.
It was also agreed that digitally-supported staff
would be better equipped to bridge the gap with
customers in ways that loyalty cards, greeters,
email, smartphone alerts and QR codes simply
cannot.
These imperatives remain and yet, more than two
years later, many deployments have stalled. Even
those that have gone ahead face major challenges
- many of them unforeseen, and some still not
completely fixed.
As a result, retailers that want to get a closer
connection with their customers are being
held back.

Reigniting the retail industrys love affair with in-store mobile technology / http://moki.com/lp/moki-intel-market-report.html

P2

Whatever happened to the mobile revolution?

Despite these setbacks, vendors, analysts and the media continue to talk
about the rosy future of mobile - without confronting the thorny present.
Its time to confront reality.
Where deployments of Customer Facing Devices are going wrong right now:

Its time to
confront reality.

Business case

Weak or unclear business case

Lack of clear model for delivering risk-managed ROI to the business
Pilot did not pay o against plan

Hardware

Device not it for purpose

High device purchase and maintenance costs
Concern over wider costs of peripherals such as payment entry devices (PEDs) and mobile printers
Theft of tablets

Total Control

Weak or non-existent command and control

Management issues associated with controlling multiple vendors
Traditional MDM doesnt answer the needs of controlling customer facing devices
Issues with coniguring and controlling a consistent user experience across all devices
Issues with facilitating hands-free updates to prolong device use

Reigniting the retail industrys love affair with in-store mobile technology / http://moki.com/lp/moki-intel-market-report.html

P3

Whatever happened to the mobile revolution? (continued)

Scale

Pilot worked ine but scale deployment raised major issues

Pilots proved successful, but operational challenges exist in deploying hundreds
to thousands of tablets
Enrollment and device setup processes prove expensive and time-consuming

Security

Security concerns
Problems associated with controlling mobile endpoints
User concerns accessing apps/settings on devices
Challenges with locking down tablets for single or designated purposes

Users

Inertia initial excitement gave way to boredom, or lack of user training

Sta changes no one knows what to do
Access control no one knows how to get access
Too hard to use

Applications

Connectivity

Poor in-store connectivity

No Wi-Fi

Most applications are static content, rather than interactive, targeted and promotional
Applications dont do what sta or customers want them to
Legacy systems overhang prevent applications running on device
Diiculties of surfacing legacy systems data onto mobile devices
Issues with content management costs and resourcing

Reigniting the retail industrys love affair with in-store mobile technology / http://moki.com/lp/moki-intel-market-report.html

P4

Have you ever been burned?

The #1 reason mobility projects fail: inappropriate devices
and bad Mobile Device Management (MDM)

Reigniting
thethe
retail
industrys
love
affaff
airair
with
mobile
technology
Reigniting
retail
industrys
love
with
in-store
mobile technology / http://moki.com/lp/moki-intel-market-report.html

P5

This leads to user and administrator

inertia and resource drain due to:

Device failure

Inability to deliver
silent deployment
of apps

Complex user
authentication

Weak app
security

App crashes

High costs of
device deployment
and set up

Out of date
apps and data

Reigniting
thethe
retail
industrys
love
affaff
airair
with
mobile
technology
Reigniting
retail
industrys
love
with
in-store
mobile technology / http://moki.com/lp/moki-intel-market-report.html

P6

Re-harnessing the power of mobile:

how to deploy better, faster
In order to get back on track, retailers need market
ready mobile solutions that address hardware and
control issues up front, freeing them to focus on
delivering beneits to customers in store.
The key to a successful deployment lies in
understanding and managing these stress points
as part of an integrated solution.
Subsequent control of this estate of devices relies
on comprehending requirements of the hardware,
users and administrators both for the devices and
the apps that run on them.

Solution management
In order to ensure a strong business case and
return on investment, retailers need a solution
that embraces high quality yet affordable
devices, that can control and manage those
devices and their embedded
apps over their life, with a level of
automation that reduces the time
taken to deploy and pressure on
resources.

Connectivity
Good WiFi connectivity is critical
to delivering a robust mobile
network, as well as the ability to
monitor devices and ensure they
are connected. In the event of
downtime, administrators may
need an automatic alert so they
can get the device back online.

continued...
Reigniting the retail industrys love affair with in-store mobile technology / http://moki.com/lp/moki-intel-market-report.html

P7

Re-harnessing the power of mobile: how to deploy better, faster (continued)

Staging

Security

Ensure devices have

management capabilities
installed in the factory, so when
they are shipped directly to retailers
they are ready to deploy immediately.
Automatically installing software skips
the device staging process and enables
the remote adjustment of settings when a
device is connected to the Internet.

Administrators need to understand

their risk in deploying apps running in
the wild on the network; these apps
need to be tracked across their entire
lifecycle, with tools that can encrypt
private data and continuously check
for security holes.

Updates
Extend use of devices and
maintain a consistent user
experience by keeping
software up-to-date, through silent
updates to the Android operating
system, irmware and drivers.

From an operator
perspective, devices
must be locked down
automatically to keep
unauthorised users
from tampering with them. It is also
important to ensure experiences are
consistent no matter what buttons are
being pushed, to reduce security risks
caused by user error.

Remote
management
Create dashboards accessible via the web
to gain complete for visibility of:
o Device status
o Device volume
o Battery status
o Connection lost
o Connection weak
o App access by user
o App version control and update status

Analytics
Track usage and interactions and keep a history of all the activity on
devices, for in-depth insights that help mobile strategy evolve.

Reigniting the retail industrys love affair with in-store mobile technology / http://moki.com/lp/moki-intel-market-report.html

P8

What does your in-store customer

digital journey look like?
Successful retailers are using mobile
technology such as tablets to digitally engage
and convert customers in store. These digital
journeys offer many business benefits:

Bridge the store / online

experience gap

Put the consumer in control within

the store

Give shoppers the same rich, high

definition quality and interactive
experience as they expect online

Bring endless aisle, real-time

availability to the store

Heighten customer engagement

Accelerate and improve the path
to purchase

Enable website access for both

customers and staff
Queue bust

Reigniting the retail industrys love affair with in-store mobile technology / http://moki.com/lp/moki-intel-market-report.html

P9

Digital interactions in the physical world

New formats

Content

Pop-up shops
Shop in a box
Interactive
concessions
Brand implants

Service

Self-service kiosks
Reward program
sign up
Appointment setting
Ordering of items for
use on site
In store ordering of
stock not in store

In store ordering of
stock not in store

Endless aisle, real-time

availability

Website access for

both customers and staff

Signage

Promotions
Special events

Integrating ixed and

mobile payments
Self-checkout
Retailers own
checkout or
consumers iTunes

Engagement

Store / online bridge

Interactive displays
User photos
Product demos and
videos
Fashion catwalks
Photo booths
Gaming
Make-up tutorials
Ratings and reviews
Price checking

Payments

Facebook or Twitter
updates on an iPad
Latest news
Opt-in to your email
newsletter
Photograph yourself
in the changing room
and tweet results

Delivery

Click & collect

Stock check
Returns
Contracts
Warranties
Special orders
Product customisation

Reigniting the retail industrys love affair with in-store mobile technology / http://moki.com/lp/moki-intel-market-report.html

P 10

Moki and Intel are working

together to build successful digital
interactions in the physical world
Moki and Intel are working with an ecosystem of partners to deliver complete
solutions for deployments of Customer-Facing Devices, which addresses
retailers major challenges around security, reliability, access and management.

Mokis Cloud-Based software gives its customers Total Control over their Customer
Facing Devices. Forward-looking organizations use Customer Facing Devices for Digital
Interactions to elevate customer experience. Moki Total Control empowers organizations
to remotely manage, secure, and analyze hardware, operating system, applications and
content on Customer Facing Devices.
Iconic brands like The Julliard School, Adidas, Estee Lauder, Columbia Sportswear and the
New York City Department of Health love Moki. Founded in 2012, Moki delivers 400,000
daily Digital Interactions in 55 countries.
Moki is headquartered in Lehi, UT with offices in Palo Alto, CA, Boston, MA, and Worchester,
UK. Moki is backed by Epic Ventures, Pelion Ventures, and Allegis Capital.

continued...
Reigniting the retail industrys love affair with in-store mobile technology / http://moki.com/lp/moki-intel-market-report.html

P 11

How Moki and Intel are changing mobile

deployments (continued)
Mokis widely deployed software is custom built for
mobile devices that are used to conduct business.
It is deployed on kiosks, digital signage, rugged
devices, commercial tablets, mobile point-of-sale
devices and much more.
Intel has been changing the landscape of tablet devices
over the past year and is now the most prevalent
processor across tablet devices in the market. This is
achieved through a plethora of choice of Intel based
tablets through most of the device manufacturers in
the market and across all the spectrum of devices
from 5 inch up to 21 inch tablets as well new innovative
ruggedized yet low cost devices. Intel based devices
bring the world class performance, quality and
technology they are synonymous with as well as reaching
near parity in terms of even some of the lowest cost
devices for those customers that are purely cost driven.

continued...
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How Moki and Intel are changing mobile

deployments (continued)
With IT teams facing the disaster of 20-40%
failure rates as a result of using the wrong
hardware, Intel can act as the trusted advisor to
help guide IT and Delivery teams through the
hardware implementation selection
and challenges.
Intel continues to investment in the tablet ecosystem
and 2015 will introduce exciting new products
and technologies which will further address cost,
performance and device communications requirements,
both directly as well as through partnerships to continue
to build on its leadership.

Reigniting the retail industrys love affair with in-store mobile technology / http://moki.com/lp/moki-intel-market-report.html

P 13

Mobile in store: How to get re-started

Use our unique methodology to convert pilot projects to mass deployments without
interruption or rescoping:

Put your Devices and Apps through our

Manager test centre to test usability,
resilience and recovery in a live
environment

Take advantage of our investment

in an experienced, pre-approved,
PCI compliant, ecosystem of app,
payment and security vendors

Work with us to create a customised

management system that covers
device and app monitoring and
support, user access and security,
and hardware protection with total
command and control

Work with us to create a simple and

transparent TCO model that
reflects the true cost over a given
time of running the entire solution

Talk to us about reigniting your love aair with mobile technology and building a practical, scalable,
manageable and affordable platform for digitally-supported staff-to-customer interactions.

Reigniting the retail industrys love affair with in-store mobile technology / http://moki.com/lp/moki-intel-market-report.html

P 14

http://moki.com/lp/moki-intel-market-report.html

A Moki and Intel report