NEC was one of the early pioneers in biometrics technologies since the 1970s. Today, NEC is the world’s leading provider of biometric solutions to both governments and commercial entities, which include air travel, theme parks, stadiums, casinos and more. Next stop: retail, where we are leading new initiatives to transform the Customer Experience (CX).
At NRF 2020, visitors to NEC’s booth got a glimpse of how retailers are using facial biometrics to deliver an improved CX and achieve tangible business benefits.
Several years ago, we deployed a Customer Experience initiative aimed at transforming the way consumers transact in physical spaces, from entering theme parks and stadiums, to boarding planes, accessing benefits and making payments, interactions that require security as well as streamlined convenience. Today, we see this visionary concept in several very high-profile implementations. And what we saw at NRF this year, is that the retail space is ready to embrace this trend, with facial recognition as the enabler for an item-of-interest to become an item-in-hand with minimal effort and delay. Our leading technology makes it possible to deliver on this promise.
Customer Experience Starts with Fast, Frictionless Transactions
To kick off their booth experience at NRF 2020, visitors self-registered by simply taking a picture of their face, creating a digital ID on our facial identity management platform, NEC I:Delight. This one time enrollment enabled multiple touchpoints and experiences throughout the booth, providing for faster, more secure transactions for applications such as loyalty and payment.
As customers progressed through the booth, they experienced our facial recognition enabled Self-Checkout solution. This self-checkout lane recognizes the items a customer has placed in their shopping bag via RFID, calculates payment and then activates the charge without the customer ever stopping or swiping a credit card. As they walk through the lane, the customer has the option of scanning a QR code on their device or using their face as the “method of payment." NRF attendees also had the opportunity to interact with NEC’s technology partner, POP ID, a Cali Group company. POP ID’s self-ordering kiosk makes recommendations based on past food orders for faster decision-making, reducing wait times, increasing customer loyalty and revenue opportunities. Customers simply register once on their mobile device, and then use the kiosk to choose items and pay without pulling out a wallet or device a second time. Available at numerous quick-service restaurant (QSR) locations today, POP ID’s “Face-pay” concept is enabling unique and memorable customer experiences and generating a fast return on investment.
Experience Advanced Analytics
NEC also showed how facial technology can be applied to enhance data analytics andassist retailers behind the scenes to improve business operations. By analyzing key aspects of the shopper population, either in-store or in front of a particular display, retailers are able to send offers or engage customers in real time based on their individual interests. These types of up-to-the-minute data analytics help retailers survive and thrive in this competitive marketplace. Reliable sales data enables tailored in-store offers to customers, plus aids in managing inventory and staffing.
Retail … the Next Facial Recognition Frontier!
Finally, visitors could see NEC’s next-generation, modular point of sale (POS) design. Our POS design includes a space-saving footprint that can transform from a manned-POS station into a self-service POS just by turning around the peripherals. The embedded facial recognition option enables seamless payment. Both single and double-display versions are available.
Which of these retail trends does your organization plan to embrace in the coming year? Talk to an NEC expert to hear more and engage in our Biometric CX Discovery & Strategic Planning Process as a first step in realizing your vision. Simply fill out the form below, and we’ll get in touch!
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NEC’s highly anticipated annual three-day partner conference kicks off on June 3 in Orlando. In its first incarnation as a global event, ADVANTAGE 2019 will be where NEC’s key players, channel partners, systems integrators, technology partners and guests get together to learn and share their interest in business enterprise technology.
A multi-purpose event for learning, experiencing, sharing, socializing, and recognizing our extraordinary partners across North America, EMEA and LATAM, NEC continues this rich tradition on June 3-5, at the Hilton Orlando Bonnet Creek in Orlando, Florida.
As always, NEC’s 2019 ADVANTAGE conference will be an uplifting time of targeted learning, inspiration and fun. It’s an opportunity to focus on how the latest NEC technology for business communications, workforce productivity, reliable business continuity, data security, and biometric solutions can move organizations forward and enhance their employee and customer experience.
This year’s keynote is the highly energetic and engaging Seth Mattison, whose focus will be on workforce trends and generational dynamics.
We’ll also feature a blending of expert education on cutting edge NEC solutions that exceed customer expectations, together with great opportunities to build business-boosting relationships with peers, sponsors, partners and NEC experts. ADVANTAGE 2019 is a time of experiencing NEC’s positive global messaging of the importance of developing strong relationships and understanding NEC’s solutions for the Smart Enterprise.
Enhancing the eXperience for the Smart Enterprise
The event spotlight is on the overall experience of our customers with NEC’s Smart Enterprise solutions. A wide range of sessions will be focusing on current workforce environment trends, the latest in NEC unified communications, secure data management, the stability of NEC’s high availability servers, infrastructure challenges being met, the critical importance of building real relationships with customers, and why the spectrum of NEC Smart Enterprise solutions makes sense for businesses of all sizes and missions.
This year the information share is deeper, ranging from NEC Global Strategies to targeted sessions covering specific areas:
UC Enterprise SV9500 – to the Future and Beyond
SMB UC Platforms – Onwards Leading the Way
SMB UC – Unique InApps – Think Verticals
Workplace Mobility – Set them Free!
IT Solutions Networking – Master Your Network
Government eXperience – a Holistic Approach to Success
Education eXperience – K-12 and Higher Education
Business Cloud – the Sky is the Limit
Digital Marketing & Campaigns – Essential for Success
HCI Hyper Converged Infrastructure
Customer Care – Enhancing the Customer Experience
UC Enterprise UNIVERGE 3C – to the Future and Beyond
Sales Enablement Transformation –UNIVERGE Blue
The Smart Workspace
Smart Data Protection
Along with enriching opportunities to participate in informational and inspiring sessions led by the “best of the best” in the industry, the NEC Solutions Expo will also provide attendees with hands-on demonstrations of the latest available product and service offerings to meet the growing needs of our customers.
ADVANTAGE 2019 is a time when we come together to exchange ideas and enjoy an environment of fellowship and comradery. It’s a time to learn and affirm our shared goal of truly orchestrating a brighter world, and discover how, to that end, NEC is continuously innovating, learning, and always fine-tuning our commitment to creating experiences that matter.
NEC to Highlight Facial Recognition, Data Analytics at Retail’s Big Show Jan. 13-15
On Jan. 13-15, the world’s largest retail conference and expo kicks off at the Javits Convention Center in New York City. NEC retail experts are putting the final touches on demonstrating how its leading-edge video analytics technologies transform the in-store experience for shoppers.
Visitors to NEC’s booth #1936 will tour a virtual store to see first-hand how these innovations bring better engagement with customers, while also delivering tangible business benefits for retailers. Video analytics solutions powered by the NEC Enterprise Video Analytics (EVA) platform enable retailers to garner extensive insights into shoppers:
Presence, including heatmaps and dwell times
Behavior, including gaze detection, traffic patterns and responses to targeted content
Security analytics, including automated detection and response
Interactive experiences, including loyalty engagement and checkout
This deeper understanding of shopper behavior can then be used to enable the ultimate, frictionless personalized shopping experience and make checkout and other in-store processes more efficient and effective—for retailers and shoppers alike.
During the event, NEC will focus on four areas of the retail experience—Customer, Operations, Analytics and Marketing, all powered by the NEC video analytics platform services. An in-booth tour starts with self-registration using NEC facial recognition software, which in turn enables multiple touchpoints and experiences throughout the booth.
Improving Store Operations
Big Show visitors also will get a glimpse of how facial recognition and data analytics assist retailers behind the scenes as well through improved business operations. NeoFace Watch uses real-time face recognition to provide retailers with an effective, transparent loss-prevention system. NEC will show how retailers can use this same technology to manage employees’ time and attendance as well. Additionally, booth visitors will get a first-hand look at NEC’s industry-leading point-of-sale hardware devices.
Up-to-the-minute sales data analytics helps retailers survive and thrive in this competitive marketplace. Reliable sales data and reporting enable tailored in-store offers to customers, plus aids in managing inventory and staffing. While in NEC’s booth discover ways analytics can be used to track demographic and traffic data related to in-store shoppers. Using facial recognition systems retailers are able to track repeat customers at a location without collecting any personally identifiable information. This information in turn helps drive marketing content and analyze purchase patterns.
Experience Fast, Frictionless Transactions
NRF expo attendees will also have the opportunity to interact with NEC customer Cali Group’s face-based kiosk when visiting NEC’s booth. The facial-recognition kiosk, now being rolled out at CaliBurger locations, shows how easy it is to deliver fast and truly frictionless transactions. Guests will peruse a menu, choose items and then pay for their virtual purchases without pulling out their wallets or personal devices. Face-based payments someday may replace credit cards as customers look for a more personalized experience like face-based kiosks without the long lines and wait times.
Representatives from the Cali Group will be on hand in the booth to answer questions about the innovative use of facial recognition technology in the Quick Serve Restaurant (QSR) industry.
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 keyenables 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.
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.
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.
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.
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.
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.
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.
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.
Enriching the Customer Experience
Let us help you enhance your customer experiences and increase brand loyalty.