What’s “More Personal” Than Your Face?

Personalizing the Customer Experience with a Unified Biometric Key

The path to a frictionless, personalized customer experience begins with something unique and individual—your face. Using facial recognition technology, a single unified biometric key  enables a seamless experience as you move through an environment, whether it’s a sports stadium, entertainment facility, airport, hotel or casino. Facial recognition technology is the key that unlocks a contactless customer experience in a wide range of venues and situations. What could be more convenient or more secure?

Recent developments in facial recognition solutions are not only enhancing security in airports, stadiums or hospitality locations, but also making access to public spaces more convenient, effortless and personal for patrons. Today, consumers are enjoying the speed and security of unlocking their phones using facial recognition, without the bother of passcodes. These demonstrable user benefits have made face-driven technology more common and acceptable as a secure and time-saving part of our day.

Increasingly, consumers are looking for this same easy, contactless and convenient experience in other areas of their daily lives. Benefits of biometric technology are applicable to other situations that require secure access and easy transactions. Here are a just few ways NEC, a leading global provider of Advance Recognition Systems technology, is changing today’s customer experience through facial recognition.

Removing Bottlenecks at Large Events

A game day experience can be exciting and fun. However, you may have to navigate through a few long lines before you can get to your seat to cheer on your team. Sports arenas handle large crowds on a regular basis. In fact, in 2017, the NFL alone had more than 17 million spectators attend its regular season games, while the NBA averaged 17,830 visitors per game in 2017 and 2018. With large crowds, come inevitable “pinch points” as fans move through the venue. What if advanced facial recognition technology could eliminate some of those stress points and create a more pleasurable and hassle-free fan experience?

Everything from dropping your car off in a parking garage, entering the gate, purchasing concessions or swooping into a VIP suite is made easier by using a unified biometric key as a virtual parking pass, wallet and secure entry ticket. Guests no longer need to juggle parking permits, paper tickets, cash or credit cards. They don’t even have to remember where they stored their electronic tickets or try to recall app passcodes or loyalty numbers. Best of all, no more waiting in long, annoying lines. Let’s be honest, who wants to wait 20 minutes just to buy a water at the concessions?

Personalizing the Customer Experience Yields Positive Results

From the point of view of a sports venue, hotel or theme park, facial recognition solutions enhance the customer experience and can have a positive impact on the bottom line as well. Some examples include:

  • Providing concierge alerts when a VIP enters a facility
  • Enhancing guest services protocols
  • Providing crowd density estimates to allocate staff more efficiently
  • Offering opportunities for personalized sales and services on site

A single unified biometric key triggers concierge alerts when a VIP enters a hotel or casino, prompting enhanced guest services and special offers to the valued patron. Front-desk staff can greet returning loyalty guests by name, further personalizing the check-in experience.

Stadium VIP patrons enter suites seamlessly using facial recognition. Enhanced services are delivered in a more personalized way. Theme parks quickly admit season pass patrons through the gates using facial recognition, with the ability to provide special offers and services geared to loyal guests. Often the technology can be integrated with and deployed using existing venue systems, making the installation an even easier, more cost effective situation.

Since customers’ purchasing during an event is faster using a single unified biometric key, this increases the number of transactions that can be processed in the finite duration of an event. Not having to bother with cash or credit cards speeds up purchases and enables staff to serve more customers more quickly.

Facial recognition technology also captures crowd estimates at venue entrances, concession areas, hotel lobbies or retail areas so additional staff can be deployed immediately where they are most needed.

On-site offers can enhance the customer experience. Facility managers don’t really know who is attending a sporting event or musical performance. They know who bought a ticket, but not much information about the purchaser. Facial recognition provides real-time demographic data about attendees or guests to enable a venue to further shape the customer experience with on-the-spot offers and services.

For instance, if a stadium has facial recognition data that shows it has a large percentage of young men ages 21-29 in attendance for an event, it can prepare by stocking more beer at the concession stands, or change the advertising on retail shop displays to appeal to this demographic, or even alter music choices in the common areas.

Marketing partners and sponsors are able to curate offers in real time to appeal to a certain type of guest—enhancing the customer experience and positively affecting brand recognition and potential sales as well.

Transforming Transportation Processes

Stadiums, theme parks and hotels are not the only facilities being transformed into more efficient and secure places. The transportation industry is also seeing new uses for NEC’s facial recognition technology, considered to be the world’s best in search speed and accuracy according to the National Institute of Standards and Technology (NIST).Transportation should be about getting to your destination quickly and with as few problems as possible.

Today’s airports are busier, more congested and more stressful than ever. According to the Bureau of Transportation Statistics, more than 821 million passengers boarded U.S. airline flights in 2016—and with the demand for air travel expected to double over the next 20 years, this will certainly make for some very crowded airports.

Free eBook on Facial Recognition Systems for Aviation and Airports

In the United States, facial recognition technology is being tested to permit passengers to board flights quickly, and also for fast access to airline lounges. Since the Customs and Border Protection (CBP) agency started testing NEC’s NeoFace® Express facial recognition solution in U.S. airports in 2016, it has registered a success rate of close to 99%. Other airport-related potential uses of a single unified biometric key include:  passenger check-in counters, bag drops, in-airport entertainment, boarding, retail and monitoring baggage claim areas.

The cruise ship industry is finding that a single unified biometric key can be used for everything from terminal queue management and effortless check-in to frictionless embarkation and debarkation, and for seamless payments and onboard purchasing.

Enhancing Security Through Technology

Security concerns have invaded almost all aspects of our lives in recent years—from travel to entertainment and sporting venues to retail spaces. Unfortunately, when people gather in public places, there is automatically the awareness of an increased threat, forcing security concerns to be uppermost in our minds.

Our reality is the tension between the heightened focus on keeping public places safe while not having a negative effect on the actual customer experience. The ability to create an excellent customer experience requires balancing both efficiency and security.  Authorities responsible for the safety of public places are extremely concerned, and debates over how best to address security concerns are ongoing. At the same time, increased usage of facial recognition in consumer products is making the technology more acceptable as consumers recognize the convenience it provides: frictionless, personalized and secure experiences.

Facial Recognition from NEC

Solutions that combine surveillance cameras with facial recognition software can elevate the level of public security in airports, stadiums and other public places. Also, enterprises can ensure only authorized personnel have access to their facilities, while retailers and sports and entertainment venues can secure their facilities and protect their customers.

 

Changing the ‘Face’ of the Customer Experience

Deploying a single unified biometric key based on facial recognition technology helps deliver a superior guest experience. Our unique face is rapidly becoming the universal key to replacing our usernames, passwords, paper tickets, parking permits, payment options and even more.

Whether at a stadium or a major transportation facility, NEC’s Advanced Recognition Systems solutions are at the forefront of reinventing the customer journey by melding the optimal combination of convenience and security.

Learn why NEC is a leading facial recognition provider, and find out more about our biometric solutions by visiting https://www.necam.com/AdvancedRecognitionSystems/

NEC Corporation of America

Free White Paper
The Power of Identity

Facial recognition technology has matured rapidly and provides game-changing solutions to today’s identification challenges. To learn more, fill out the form to download the white paper.

 



Understanding Purpose Over Place in Retail

Choice is a good thing—especially if you’re a shopper. Today’s consumer seamlessly moves from online, in-store or a combination of the two when making purchases. For the traditional retailer, shopping options beyond the bricks-and-mortar store can feel intimidating.

Want advice on how to enrich your customer experience?To survive and thrive in this environment, in-store retailers must provide an experience that is different from the traditional, staid and disengaged experiences of the past. To bring shopping into the 21st century, retailers can take advantage of the latest technology to make shopping more convenient, secure and enjoyable for customers.

Changing the In-store Experience

To create a unique in-store experience, retail has become more niche and product-focused. Technology continues to play a big role in retail success by providing real value, not just cool hype.

Data visibility in the store also helps retailers dive deeper into captured data to uncover buying intentions. Stanchion™ Store software from NEC strives to help retailers better Know Your Customer to understand their objectives — or their purpose for being in the store — to make it easier for retailers to meet their needs and provide unique shopping experiences. Based on previous in-store shopping behavior or experiences, retailers can predict a shopper’s intentions.

Combining a 360-degree camera to monitor shoppers’ movements with video analytics helps retailers track gender, ages and number of visitors in their locations. This data enables stores to manage staff better, making sure the proper number of associates are on hand during peak traffic times.. Checkout how we enabled Becker’s Central Canada (Couche-Tard, Inc.) store owners to see up to-the-minute sales information for smarter product ordering and overall improved store efficiency.

NEC is working on a solutions to take store analystics a step further, by tyingdemographic data to POS transactions to allow retailers to better understand the kinds of customers they’re serving and what products are purchased. This information improves merchandising, store operations and customer interactions, such as determining which product displays appear to be most effective and which areas of the store experience the most traffic.Retailers can also use heat mapping to track a customer’s product engagement and “dwell times” at a particular display or locations in the store.

Improving the Omnichannel Experience

Consumers tend to want a combination of technology and human interaction while shopping. Research shows that many purchases begin with online browsing, followed by an in-store interaction. Improving a seamless omnichannel purchasing experience is one way traditional retailers can connect with their customers. In-store associates can provide more personalized service by knowing preferences through browsing history and offering convenient payment options.

Get a closer look at the Connected Consumer with this Infographic:

Cashless AND Card-less Payment Options

Easier payment processes are another important component of a seamless customer experience. One of the advantages of online shopping is easy check-out. As retailers turn to new methods of accepting and processing payments, the concept of waiting in a check-out line to pay may become obsolete.

Check out NEC’s mobile POS solutions

NEC’s facial recognition technology, can take it a step further toward eliminating not only cash payments, but even credit cards. Your own face becomes your currency. Payment through facial recognition offers several advantages. Authentication using facial images helps reduce potential fraudulent payments (added security) and eliminates the need to carry multiple forms of ID (more convenience). Since facial data is stored in numerical data, it’s difficult or even impossible for a data thief to actually the identify the faces. Additionally, facial recognition information can be stored in a way to make it accessible at a retailer’s multiple locations around the country.

Another shopping option uses an interactive projection system to enabling ordering, research or payment without a physical device being present. This is a perfect solution for restaurant tabletops or counters in hotel lobbies.

Future of Retailing

With increased consumer confidence, shoppers will continue to spend, both online and in store. In the near term, high-tech solutions will improve supply chain efficiency. Artificial-intelligence-powered chatbots and faster checkout through improved POS and other mobile devices will continue to improve the shopping experience.

To remain a viable option for shoppers, traditional retailers must continue to use technology to gain a deeper understanding of their customers’ preferences and shopping habits to provide a seamless, enjoyable in-store experience for their customers.

NEC Retail Solutions

Enriching the Customer Experience

Let us help you enhance your customer experiences and increase brand loyalty.