The holiday season is nearly upon us and for retailers this is one of the most important times of business. Major retailers across the world have undergone significant front-end transformations over the past 12 months, devoted to seamless customer experiences and ensuring a frictionless journey through stores. These holidays will be an opportunity to test their new innovations and further develop strategies that ensure they get the most out of their investments.

A recent report by MiQ has found that 46% of people globally are expected to spend more on retail purchases this year, a significant increase from the COVID shrouded year before. They also noted that while most will research products online the majority will make their final purchase instore, with offline shopping picking up closer to the holidays. Google Data has also reported increased interest towards in-store shopping with searches for “store open” growing by over 400% throughout the year. With international concerns showcased in the media surrounding disrupted supply chains and rising costs, this is a great chance for retailers to instil confidence in their customers.

Brick and mortar retail stores will have an opportunity to put their self-scanning, autonomous solutions and team training to the test. Designed to centre customers in their own shopping journeys, self-sufficiency options work to create more space for customers and alleviate pressures while simultaneously diminishing queues. It’s important to have the right mix of checkout solutions, based on modelling, to handle the growing transactions over this period.

Having flexible solutions that allow customers to self-serve or be supported by an operator is key to ensuring team members are adaptable and able to meet a variety of needs. Integral to the uptake of new solutions is a strong understanding of how team members can work with customers to ensure positive participatory experiences. Success at this time of year will hinge on training that allows team members to assist customers as needed and to act as concierges across the front-end.

Retailers who have invested in AI and real-time data analytics will also be able to target problem areas as needed on the ground. This tech provides opportunities for stores to alleviate pressures for customers as they are happening, rather than in hindsight, ensuring the team are where they are needed most. The analytic component also allows stores to build strong strategies for the next holiday season, based on their unique footprint and visual data, further promoting a predictive approach to be utilised on any given day.

Crowded and unengaging spaces are discouraging to customers and don’t lend themselves to brand loyalty. It’s important that retailers are ensuring the best customer experience throughout the busy period, as these will be the people who come back to shop next year. Enriched service prompted by technology is the most effective way to ensure this. Enhanced product displays, informative touch screen displays, self-service checkouts, clear pick-up points and mobile apps are all ways in which retailers can work towards the best outcomes instore.

What will stand out during this year’s holiday season is how retailers were able to leverage technology to better understand their customers’ needs and wants. Those who have invested in the right technology, training and strategy will be next year’s best practice. At CLX we are continually ensuring the highest standards of service and are creating new and innovative solutions to help retailers compete every day.  Get in touch with us to find out how you can create the best experience for your customers, team and business. 

On Thursday, 25 August, CLX Professionals took home the esteemed Service Innovation Partner of the Year Award at the Coles Group’s 2022 Service Partner Awards.

CLX is a leading specialist international retail consultancy working with some of the biggest retailers across the world to deliver truly innovative end-to-end customer solutions and services.

“We could not be more thrilled to be the recipients of the 2022 Service Innovation Partner of the Year Award by Coles Group” said Chief Executive Officer, Tony Chapman.

Over the past three years and during the pandemic, CLX have supported Coles in creating numerous revolutionary and customer focused front-end solutions together.

These have worked to make it easier for customers, offering them more choice at the checkouts on their journeys out of the store.

As suggested by its name, the Customer Led Xperience, CLX boasts a program model that centres human centred change management plans within its operational core.

“We have helped to change the ways that stores are operated through a more efficient model, working always to ensure the customer experience is elevated and uncompromised,” said Tony.

At the Coles Burwood East store this was recently showcased with the unveiling of a completely new front-end, where a selection of different checkouts cater to diverse customer needs and wants.

At the awards, CLX was recognised for its work surrounding the design and production of new checkouts and produce scales and utilising new technologies such as artificial intelligence and analytics.   

“To be recognised for our work and achievements by Coles is very exciting for us, we are proud for our impact within the business and broader community,” said Tony.

Key points

• Cash usage is reducing globally, however cash management should still be considered as part of end-to-end front-end solutions
• Carefully designed change management strategies prepare retailers, team members and customers for a self-sufficient future, while supporting the gradual reduction in cash transactions
• Self-sufficient technology is allowing retailers to roll out cash strategies which reduce financial risk, team member safety and operational overheads

Throughout COVID there has been a reduction in cash usage globally, but this doesn’t mean that it we should disregard its use. While customers move increasingly towards contactless forms of payment, retailers must ensure they are both meeting these new demands whilst continuing to cater for those who prefer traditional payment methods.

Card payments are a form of contactless payment that allows for a rapid transaction. It is clear that card only payments and other contactless forms of payment, like Apple Pay, are the progressive way of the future. They can be easily and quickly applied in a number of formats and for retailers, card only units offer low maintenance and lower ongoing overheads.

Despite the increasing uptake and alongside the evolution of self-sufficient solutions, it is important that retailers continue to incorporate cash usage into their front-end strategy. Customers should still be given options to spend their cash and to utilize cash out functions. At CLX we firmly believe that including cash functionality within self-sufficient solutions is an important part of an ongoing increase in self-sufficiency. While cash usage might decline in use and is seeing varying levels of use across countries, It is unlikely to ever become non-existent.

With an eye to the future, retailers must carefully consider a change management strategy in tandem with a cash strategy. It’s important for companies to ease their customers into progressive ways of payment and new technology. Careful placement of cash options for customers in their self-sufficient solutions helps support migration and increased take-up of these new concepts. It gives integrated options that customers are familiar with, allowing for a positive and seamless transition from manned transacting to self-sufficiency.

The strategic use of self-sufficient cash options also increases team member safety and reduces ongoing overheads, such as requirements for safes and cash management. We see a significant reduction of operating overheads with solutions like self-checkouts and cash recyclers, whilst these solutions also make theft infinitely harder and incorporate automated cash management processes. Retailers require less administrative effort while reducing requirements for cash holdings and safes. Additionally, they are increasing team member safety and reducing risk.

At CLX we believe that it is important for retailers not to strip away all options to pay using cash. Companies need to consider the future and adopt well thought out cash and change management strategies that can allow team members and customers to easily adopt and adapt to new technology. Retailers need to carefully consider the resources they pour into cash strategy according to its usage.

We are supporting our clients by creating these strategies and assisting them to seamlessly integrate them into their existing business. Get in touch with us now to learn about the ways you can help you prepare for the future.

Scan & Go technology has seen wide adoption in the United Kingdom, Europe and the United States and is more recently being trialled by Australian retailers.

This technology works in two different ways. Customers can download an application on their phone and then use their phones to scan products on their journey through the supermarket. They then only need to finalise their transaction through Apple Pay or at a checkout and simply walk out of the store.

For those who might want to use their phone when shopping there is also the option to collect a handheld scanner from a bank at the front of the store. Customers dock their scanner on their trolley and scan the products as they go.

Scan & Go creates a quick and frictionless shopping experience for customers. It removes a major pain point, particularly for big trolley shoppers, in that customers do not have to unpack their shopping and then re-pack to checkout.

We are seeing a growing number of supermarkets use this solution to speed up transaction times. Retailers with minimal and constrained store footprints are being enabled to free up space and help customers get out of the store with increased ease and comfort.

The burgeoning solution is also serving the budget conscious customer, allowing them to track their spend as they shop. As a result, retailers and team members are no longer wasting time and money voiding items at the end of the customer’s journey.

In CLX’s experience when using mobile applications retailers often overlook coverage issues, app functionality and quality check processes. When it comes to in-store devices more typical problems involve the technologies interface, voided items and quite often poor communication and signage on how to use it.

When customers use their phones as devices there is a 3-5% participation rate, which has remained unchanged outside of China over the past 5 years. On store provided devices industry best practice is reflected when retailers provide a choice average between 20-30%.

It’s important for retailers to know that implementing a successful Scan & Go solution is not just about the technology. Of course, this is fundamental, the technology must be fast, efficient, and easy to use from the day it goes live.

Retailer’s IT teams need to have strong communication with broader business operations. The way they come together to iron out friction points within their front-end experience is ultimately what leads to worlds best practice.

To be truly successful retailer’s must pay special attention to their adoption strategy, their change management strategy and the end-to-end customer journey. The customer experience must be centred in the development of these solutions as retailers can easily make the mistake of being too technical in their approach.

With Scan & Go where retailers often fail is at the very entrance of the store where education and engagement must happen.  It is important that customers understand the benefits to the new technology in addition to the ‘how to’ around its use. The best retailers are putting their service desks nearer to the Scan & Go unit, ensuring someone is always there to assist and train customers when things go wrong and drive uptake.

Equally, the exit, or checkout experience, must be thought through so that the Scan & Go customer is given the quickest and most seamless exit out the store. This will ensure they realise the full benefits that the Scan & Go technology can bring.

Integrity checks take place at the very end of the journey. Developing a suitable integrity policy around loss management warrants careful consideration. It needs to be implemented in a way that balances the new frictionless experience and ensures customers experience is not impacted.

We believe the immeasurable benefits that Scan & Go provides to retailers, team members and customers make it an invaluable solution in a checkout ecosystem. However, success requires careful implementation and a sustainable plan for training and retraining customers.

At CLX we are helping our clients implement solutions like Scan & Go. With our global network and experience we can help you implement your own Scan & Go technology to ensure maximum customer uptake and satisfaction.

Customers should be continually supplied with better frictionless options to shop and retailers need to consider the options they will provide to stay relevant and cost effective.

Contact us now to find out how can help your business become more efficient and competitive in this digital age.

Key points for POS system updates:

• Simplicity is essential, allowing team members to complement newer systems with great customer service and by building rapport
• Systems need to be accompanied by strong training and change management initiatives
• Hardware needs to be ergonomic and lend itself to speedier transactions
• Companies need software that can easily integrate new requirements into the future

The most effective and efficient POS systems in the world are built through a global network, using the latest technology and information available for continual improvement. Often retailers think that the best way to meet their specific business requirements is to build their own POS system inhouse, there is a lot of the evidence to support that this is the wrong approach.

POS refers to the ‘point of sale’ and are modernised till systems that manage business operations. These systems include areas such as data collection, accountancy, sales and inventory and can be broken down into two areas, software and hardware.

In general, companies update their POS systems every 15 years, meaning not many younger companies have experience in best practice. Often global retailer leaders opt for the biggest and most popular POS systems in the world.  This is not only because they are guaranteed the best technology crafted through experience but because of the specific efficiencies provided through hardware and software.

At the core of efficiencies inherent to POS system updates is the simplicity it provides for team members. Companies need systems that team members can easily pick up and start using without unnecessarily time-consuming training.

Today in big supermarket every touch of a button by a team member costs roughly $2-3 million per annum. This is where we see simplicity as a key efficiency, driving down the amount of button presses and speeding up transaction times. It is only through simplifying systems for team members that are we then able to focus on the customer experience.

Essentially POS systems need to be intuitive so that more time can be spent engaging with customers and accommodating them. You might have the best system in the world but to be purposeful the team must enhance it through good customer service.

Therefore, companies must consider change management programs when updating or landing new POS systems. Ensuring a smooth transition in tandem with training works to further drive efficiency and guarantee that all stakeholders are considered and included from the ground up in the implementation process.

When it comes to developing the requirements of a POS system it’s also crucial that there is strong communication between the information technology unit and the broader business. Companies generally have components within their existing system that they want to keep so we must consider how we can improve functionality and update the existing system rather than change it entirely. For example, outside of a core product you might have additional requirements, like needing a system that accommodates a flexible workplace and those working from home.

In terms of hardware having modern technology that is tailored to store operations is vital. From scanners to displays and cash draws, these need to be designed with detail that ensures maximum ergonomic efficiency. Every second counts when it comes to the hardware and it is important that companies consider what they want to keep as well as the price and speed of each individual new piece.

Regarding software, companies see significant value added when this their systems are streamlined ensuring that accommodating new requirements is easy.  For companies who have built their own systems and need to meet new and contemporary demands, one of the biggest issues is often integration.

While you might be able to create your own POS system for your company, how are you ensuring it can make integrations in the future? How are you ensuring best practice? And how are you tapping into global learnings that are of benefit to you?

Through team training, change management and further physical requirements in tandem with world-class POS systems we are creating tailored customer experiences for communities across the world.  Further we are considering the future and how we can ensure businesses maximise their operational efficiencies while saving time and money.

At CLX we believe that POS systems should be left to the experts so that companies and retailers can focus on their core business and what they do best. Get in touch with us now and let us share our experience with you.

The new Aldi Shop & Go store, image supplied by Aldi

This year Aldi began a pilot of its first contactless store in Greenwich, London. The new Aldi ‘Shop & Go’ is world class and is the latest of a succession of autonomous retail stores, like Tesco, in London and globally.

Using cameras supplied by AiFi each item picked up in store is logged by Aldi, allowing customers to walk out and receive a bill through the ‘Aldi Shop & Go’ app. The pilot also features a cashier-less store for customers buying alcohol and cigarettes, which uses Age Verification facial recognition technology provided by YOTI.

Last year, Amazon made headlines as it began rolling out technology for autonomous retail stores across the world. Shifts in customer behaviour driven by COVID-19 are meeting with strives forward in technological innovation at a fascinating time, to remove the biggest friction point of a customer journey.

Amazon coined it’s technology as “just walk out” and describes it as an elevated retail experience. To take part, customers open a SmartShop app on their phones, which generates a QR code that they must use to gain access to the store. Like Aldi, customers can then enjoy their shopping experience as usual, picking items from the shelves before simply walking out.

Aldi Shop & Go’s entry and exit points instore, image supplied by Aldi

In 2019, British retailer Sainsburys launched the UK’s very first till-free grocery store, which encouraged shoppers to pay with their smartphones and walk out of shops rather than through traditional checkouts.

At the time, customer feedback suggested that the use of mobiles was ‘too clunky’ and that in general they preferred a more familiar and traditional shopping experience. Last year using Amazon’s technology Sainsbury’s opened its very own ‘SmartShop Pick & Go.’ In Paris, Carrefour launched the store ‘Carrefour Flash’, where customers do their shopping straight into a bag before going to a terminal and tapping their card to pay.

So, what’s changed? While it might seem that the psychological and cultural barriers that once stifled the uptake of digitalised shopping experiences have disappeared this is not necessarily the case. Autonomous shopping is not synonymous with the use of mobile phones but rather about utilising artificial intelligence, sensory capabilities and analytics to create frictionless experiences for customers.

More likely, the uptake of autonomous shopping ventures can be seen as stores become increasingly part of digital shopping journeys, with Amazon Fresh in the UK developing from digital roots. Further, a preference for contactless shopping experiences in line with global health recommendations is driving new customer preferences.

According to a recent Retail Shopping Survey, sponsored by Shekel Brainweigh Ltd Retail Innovation Division, 75 percent of household decision makers are interested in shopping at autonomous stores.

Currently there are more then 200 autonomous stores operating worldwide. As major players like Amazon and AiFi make these technologies more readily available to third-party retailers, it’s not hard to forecast an autonomous shopping future in retail. 

COVID-19 has transformed our industry, moving consumers into the future of retail in a short period of time. As experts in our sector, we pride ourselves on being specialists in customer shopping behaviour, their changing needs, and new shopping methods.

At CLX we adapt and adopt the newest technologies, taking simplicity at its core and implementing it across the customer journey in the most impactful way.

We are currently helping a number of retailers across the globe to implement their own autonomous shopping solutions.

Our experience is helping us to build tailored strategies around this new technology that ensures longevity, cost efficiency, customer and commercial benefits.

We are working to position our clients as leaders in this new and growing space.

Get in touch with us today to find out the ways we can prepare your business for the future.

The new office in Clayton, Melbourne

CLX has always had an office in Melbourne but an ever-expanding team and the delivery of bigger and bolder solutions for clients has led to a need for more space.

The brand-new office is set to be a a dynamic hub for the CLX team over the next few years, a place of collaboration.

CLX’s Director of operations in Australia, Mark Packiyanathan, believes the new office provides contemporary and modern working solutions for the team, innkeeping with CLX’s mission.

“The new space gives the team flexibility to change their workstation setup and so provides variety in the environment they work in,” said Mark.

Notably, the space also includes an innovation centre for global first solutions where CLX can now show off its newest designs and projects. It also boasts a boardroom for inhouse client meetings. 

“We hope that new space will make the team feel more comfortable and encourage even more creativity and teamwork,” said Mark.

With an endlessly evolving business, growing team, and offices across the globe we look forward to sharing our next development.

If you want to find out more about our solutions and how we can help your business, get in touch or even visit us and see for yourself!

A group of graduates celebrate their achievement

This year CLX has introduced its own Graduate Program, an opportunity that offers a birds-eye view of the sector. The program runs for two years and gives one lucky graduate hands-on experience working within the world’s leading specialist retail consultancy.

The graduate program involves four rotations, with mentoring from field experts along the way. Graduates will have the opportunity to work across strategy, design innovation, implementation, training & development, giving them skills in consulting end-to-end.

Jazmin, one of our hardworking and bright young consultants, is currently undertaking her third year of studies. She believes that working at CLX is helping her to use her studies in real world scenarios.

“At work I’ve had the opportunity to participate in problem solving in relation to real world problems in the retail space. It’s allowed me to build further on my problem solving and solution ideation skills from my studies,” said Jazmin.

The program aims to kickstart the careers of individuals who are creative and passionate about consulting and retail. It will bring graduates studies to life and include them in a team that is striving to be at the cutting edge of everything that we do.

We are searching for highly motivated people who see the world a little differently and can bring the knowledge from their hard work studying out onto the field. CLX is committed to taking on one new graduate every year, part of a broader strategy to bring on future leaders and to incorporate new practice.

“A graduate program at CLX is an incredible experience for anyone passionate about problem solving, innovation and the future of retail. It’s an opportunity to push your boundaries and work with some of the leading professionals in the retail space,” said Jazmin.

If you are a recent graduate and are interested or know someone who might be, now or in the future, checkout our careers page or email us at info@clxprofessionals.com.

The new self-service trolley checkouts at Coles Local Camberwell

Throughout the last year, the appetite for self-checkout technologies has accelerated. The COVID-19 pandemic has meant that it has become less desirable for team members to handle shopping in the traditional sense and that there is a need for greater space when moving through the checkout area.

CLX Professionals, alongside Coles, originally designed the trolley self-service checkout to allow for the space customers needed when checking out. The typical self-service checkouts usually seen in stores were originally created to cater for customers with basket shops. However, the growth of customers using self-service checkouts means shoppers with trolleys are now utilising them.

The design of the self-service trolley checkout was an attempt to marry two experiences that customers were familiar with, manned lanes and existing self-checkouts. The self-checkout machine has remained the same, while the makeup of the rest of the checkout feels like a manned lane.

Customers use the conveyor belt in a similar way to the manned lanes before moving their trolley around to the back of the checkout and scanning their items at their own pace. They can scan directly into their trolley or they can utilise the spacious packing bench and bagging area. The addition of a fragile shelf also allows them to separate their soft or breakable goods from the rest of their shopping and pack them last.

The timing of the design has also allowed for the inclusion of hand sanitiser stations and sneeze guards, in order to uphold global health standards and keep customers safe. Not only are the checkouts appropriate for conditions in the current crisis but they really do provide a much more pleasant self-checkout experience for the customer.

The checkouts have also delivered operational efficiencies for the retailer. With one team member managing four trolley self-service conveyor belts, staff can flex the service they provide from light touch through to more traditional service, assisting with scanning and bagging if necessary. With the ability to do this it means the retailer can delay the opening of manned belted lanes until later in the morning and close them down earlier in the evening.

CLX Professionals, in collaboration with leadership teams in-store, have spent significant time developing and understanding the new operating model that best supports the inclusion of these checkouts and the ways it is best utilised for team members and customers. As a result, a new training programme has been developed and team members are being upskilled in the art of delivering flexible service levels.

The checkouts have proven to be a great success with up to 20% of customers checking out through them each week. Customers have provided overwhelmingly positive feedback, notably regarding the new-found space they have been provided. There are still many options for customers as they checkout of stores but the self-service trolley checkout is winning over more fans day-by-day.

Due to increasing global demand, CLX are now offering an even wider range of services to clients. We are your one-stop-shop covering the entire front-end from insights to strategy, design, and manufacture, to execution and training. Get in touch to find out the ways we can transform your business with current, innovative and impactful solutions. 

For more information regarding this release and the work of CLX Professionals please contact:  

Tony Chapman                                  

Chief Executive Officer                                                          

+61 (0) 402 121 464                 

The new packing benches on manned lanes

At the beginning of the COVID-19 pandemic, CLX Professionals in partnership with Coles were forced to move quickly to ensure team member and customer safety instore. Led by National Design Manager James Lancaster the packing bench, one of the newest innovations as a response to the crisis, has now been rolled out across 500 stores nationwide.

“We found out very quickly that the existing checkouts weren’t fit for our new circumstances. Therefore, we needed to create something that meant that customers were at a safe 1.5 metre distance to staff and there was as little physical contact as possible” said James.

The new packing benches are an extension of the existing checkouts. Bagging wells have been created that sit at the bottom of a slope. This ensures when team members scan items, they naturally slide down the slope towards the back of the checkout where customers can pack their bags. The payment terminals, receipt printer and customer monitor have also all been moved to the back of the checkout to encourage distancing.

“We managed the packing benches project alongside Coles from start to finish. Logistically we had to establish volume, how many stores we could fit them into and how quickly we could deploy the solution. This ended up being a combination of retrofitting packing benches onto existing checkouts in store and installing brand new checkouts with the packing bench end already incorporated.”

Alongside the packing benches CLX Professionals has developed new training material to ensure the correct operating protocols, scan techniques and customer dialogue are also adopted to support a seamless experience for team and customer.

The CLX team knows that this may not be the long-term future of checkouts. It is, however, indicative of the constantly changing nature of retail and the need for quick and effective customer-oriented solutions for business.

Get in touch to find out the ways we can transform your business with current, innovative and impactful solutions. CLX are now offering an even wider range of services to clients. We are your one-stop-shop covering the entire front-end from insights to strategy, design, and manufacture, logistics, installation, execution and training.

For more information regarding this release and the work of CLX Professionals please contact:  

Tony Chapman                                  

Chief Executive Officer                                                          

+61 (0) 402 121 464                          

tony@clxprofessionals.com