[{"_id":"project-settings","settings":{"translateMetaTags":true,"translateAriaLabels":true,"translateTitle":true,"showWidget":true,"isFeedbackEnabled":false,"fv":1,"customWidget":{"theme":"dark","font":"rgb(255, 255, 255)","header":"rgb(0, 0, 0)","background":"rgba(0, 0, 0,0.8)","position":"right","positionVertical":"bottom","border":"","borderRequired":false,"widgetCompact":true,"isWidgetPositionRelative":false},"widgetLanguages":[{"code":"es-LA","name":"Español (América Latina)"},{"code":"fr-CA","name":"Français (Canada)"}],"activeLanguages":{"fr-CA":"Français (Canada)","es-LA":"Español (América Latina)","de":"Deutsch","en":"English"},"enabledLanguages":["de","en","es-LA","fr-CA"],"debugInfo":false,"displayBranding":true,"displayBrandingName":true,"localizeImages":false,"localizeUrls":false,"localizeImagesLimit":false,"localizeUrlsLimit":true,"localizeAudio":false,"localizeAudioLimit":false,"localizeDates":false,"disabledPages":[],"regexPhrases":[],"allowComplexCssSelectors":false,"blockedClasses":false,"blockedIds":false,"phraseDetection":true,"customDomainSettings":[],"seoSetting":[],"translateSource":false,"overage":false,"detectPhraseFromAllLanguage":false,"googleAnalytics":false,"mixpanel":false,"heap":false,"disableDateLocalization":false,"ignoreCurrencyInTranslation":false,"blockedComplexSelectors":[]},"version":4259},{"_id":"en","source":"en","pluralFn":"return n != 1 ? 1 : 0;","pluralForm":2,"dictionary":{},"version":4259},{"_id":"outdated","outdated":{"#hours per week searching for product":1,"#hours per week on inventory-related tasks, and an average of":1,"#Staff members spend an average of":1,"#% of retailers say inaccurate inventory is their biggest challenge fulfilling online orders":1,"#Two fifths of retailers identify inventory as their biggest CX challenge. The same number say that real-time inventory visibility would improve CX":1,"#For retailers struggling with poor inventory visibility, this creates a huge drain on profits. According to a <a ljsid-1=\"\">study by SML</a>:":1,"#Amid ongoing labor shortages and the rise of programs like Buy Online Pick-up In Store (BOPIS), having precise inventory visibility is vital. Inaccurate or limited inventory views result in lost sales and staff wasting time searching for products.":1,"#, where we delve into innovative solutions that can address these challenges, streamline operations, and fortify your position in the competitive retail landscape!":1,"#Stay tuned for Part":1,"#Cumbersome processes create more work and hinder data-driven decisions. However, many of these challenges can be addressed with integrated software solutions.":1,"#Fortunately, technology can help alleviate these challenges.":1,"#Trish Sale, Lead of Product at iQmetrix, provides a valuable perspective on these challenges. <span ljsid-1=\"\"></span><span ljsid-3=\"\">“</span>While some level of human error may be a reality that inventory managers have to deal with, our retailers tell us that when they don’t have good, user friendly tools in place these errors can become crippling to their business. They can’t afford to add more stock to stores to compensate for inaccuracies, and the result is that their customers lose faith in their local store to have what they are looking for.”":1,"#Poor inventory visibility is creating struggles for retailers.":1,"#<strong ljsid-0=\"\">Lack of clarity</strong> – lack of accurate inventory data makes it nearly impossible to identify trends and hampers businesses’ ability to make data-driven decisions.":1,"#<strong ljsid-0=\"\">Unnecessary labor costs</strong> created by the need for additional staff to complete time-consuming processes such as manual cycle counts, error correction, and searching for inventory":1,"#<strong ljsid-0=\"\">Picking errors</strong> such as choosing the wrong SKU quantities, or simply mistaking one SKU for another":1,"#<strong ljsid-0=\"\">Data entry errors</strong><em ljsid-1=\"\">,</em> which lead to inaccurate views of product availability":1,"#<strong ljsid-0=\"\">Excess inventory on hand</strong>, which increases the numbers of write-offs and write-downs retailers have to make, cutting into margins":1,"#In the wider retail industry, only <a ljsid-1=\"\"><span ljsid-1-0=\"\">12</span>% of retailers</a> take physical inventory counts on a daily basis. However, the conversations we’ve had with telecom industry experts suggest that daily inventory counting is much more common in the telecom space. What’s makes this practice remarkable is not just the frequency, but the fact that many telecom retailers are still using cumbersome processes that cause human error. These errors in inventory counts then create a host of problems that create extra work and cut into profits, such as:":1,"#An added complication: cumbersome processes cause human error.":1,"#When you layer in the challenge of low device availability and high cost of inventory in the telecom industry, these challenges are compounded. Retailers can’t afford to overstock on devices that might not sell in a given market, but if you don’t have the device a customer wants, you know they will go down the street to your competitor.”":1,"#According to Trish Sale, Lead of Product at iQmetrix, the challenges of poor inventory visibility and management are often compounded for wireless retailers.":1,"#<span ljsid-0=\"\">21</span>% of retailers say it takes too long to locate missing inventory items":1,"#<span ljsid-0=\"\">3</span>. May also be labeled as <span ljsid-2=\"\"></span><span ljsid-4=\"\">'</span>TSP<span ljsid-6=\"\">100</span>III’ with Ethernet port.":1,"#This means that businesses that want to remain competitive need to make customer experience their priority. Stacy Hamer, Chief Operating Officer at iQmetrix, said, <span ljsid-1=\"\"></span><span ljsid-3=\"\">“</span>In the telecom space, it’s not about winning the new subscriber race anymore; it’s about winning the customer loyalty race. It’s about which telecom brands will be able to <span ljsid-5=\"\"></span><span ljsid-7=\"\">‘</span>own’ the consumer.”":1,"#<span ljsid-0=\"\">\"</span>We take a strategic approach similar to a Darwin philosophy that believes the most adaptive companies are the ones that survive and flourish,” says Scott McGillivray, Chief Strategy Officer at iQmetrix. <span ljsid-2=\"\"></span><span ljsid-4=\"\">\"</span>Our core belief is that strategy has to continuously evolve and is informed by the markets as well as the ideas that percolate up throughout the organization. It’s exciting to see these ideas and the dedication our entire team puts towards iQmetrix’s success being recognized as a B.C. finalist.”":1,"#https://cloud.google.com/maps-platform/terms/maps-service-terms#3.-geocoding-api":1,"#Quatre-vingt-cinq pour cent des consommateurs":1,"#Plus d'un tiers":1,"#<span ljsid-0=\"\">47</span> % des consommateurs":1,"#<span ljsid-0=\"\">96</span> % des consommateurs,":1,"#<span ljsid-0=\"\">88</span> % des consommateurs":1,"#<span ljsid-0=\"\">64</span> % des acheteurs de BOPIS":1,"#<span ljsid-0=\"\">13 000</span> milliards de dollars de transactions sans contact":1,"#<span ljsid-0=\"\">“</span>So, you’re definitely missing out on a ton of upselling opportunities if you don’t activate, and you’re not providing that end-to-end retail journey. You want to be that one-stop shop that gives the customer everything they need to create what’s ultimately most important — customer loyalty.”":1,"#<span ljsid-0=\"\">“</span>Today’s retail customer values their time more than ever,” said Stacy Hamer. <span ljsid-2=\"\"></span><span ljsid-4=\"\">“</span>In fact, <span ljsid-6=\"\">62</span>% of customers value time over money, and <span ljsid-8=\"\">96</span>% of customers with high effort experiences report being disloyal to that retailer.":1,"#<span ljsid-0=\"\">“</span>Unfortunately, buying and activating a phone isn’t a phenomenal experience. I don’t really know anyone who’s said, <span ljsid-2=\"\"></span><span ljsid-4=\"\">‘</span>I had the most amazing time buying and activating or upgrading my device’. Usually it’s something that people dread doing, because it’s a long transaction that is very complicated. This a big barrier for retailers trying to become the preferred destination for wireless retail.”":1,"#<span ljsid-0=\"\">“</span>Contactless payment” is an umbrella term encompassing tap-enabled credit and debit cards, tap-enabled smartphone payment services like Apple Pay, and P<span ljsid-2=\"\">2</span>P payment services like Venmo.":1,"#<span ljsid-0=\"\">“</span>That’s not to say that the retail operations are poor,” Raymer adds. <span ljsid-2=\"\"></span><span ljsid-4=\"\">“</span>But that the systems that drive activations today are overly complicated and create a poor experience.”":1,"#<span ljsid-0=\"\">“</span>It’s no secret that there’s not much margin available in selling a device,” said Stacy Hamer, Chief Operating Officer of iQmetrix.“A device typically has little to no margin. There’s some margin around the activation, and the bulk of revenue around the transaction is on the fringe — the additional fees, the additional accessories, and peripheral items like trade-in and insurance.":1,"#We are PCI-DSS and SSAE<span ljsid-1=\"\">18</span> SOC <span ljsid-3=\"\">2</span> Taper <span ljsid-5=\"\">2</span> compliant and certified.":1,"#Manager, Marketing & Public Relations | iQmetrix":1,"#Regional finalists move on to the national platform where the final winners making up Canada’s Best Managed Companies are announced in March and are honored at a gala event to be held in April <span ljsid-1=\"\">2018</span>.":1,"#Established in <span ljsid-1=\"\">1993</span>, Canada’s Best Managed Companies is the country’s leading business awards program, recognizing excellence in Canadian-owned and managed companies with revenues over $<span ljsid-3=\"\">15</span> million. Every year, hundreds of entrepreneurial companies compete for this designation in a rigorous and independent process that evaluates the caliber of their management abilities and practices.":1,"#iQmetrix was announced as a regional finalist for the prestigious Canada's Best Managed Companies award.":1,"#<strong ljsid-0=\"\">Vancouver, November <span ljsid-0-1=\"\">27</span>, <span ljsid-0-3=\"\">2017</span> </strong>- Deloitte celebrated the best of B.C. at Canada’s Best Managed Companies Finalists event last week on Thursday, November <span ljsid-2=\"\">23</span> in Vancouver. At the event, iQmetrix was announced as a regional finalist for the prestigious award.":1,"#Canada's Best Managed Companies Selects iQmetrix as B.C. Regional…":1,"#iQmetrix is a privately-held software as a service (SaaS) company that leads the way for simplifying complicated industries and helping businesses deliver great experiences. We specialize in POS, retail management, endless aisle, drop ship, e-commerce, interactive menus, and integrated payment solutions to deliver a complete experience from start to finish of any transaction. You can find our offices in Canada and the U.S. Learn more about us at <a ljsid-1=\"\">www.iQmetrix.com</a>, <a ljsid-3=\"\">www.covasoftware.com</a>, and <a ljsid-5=\"\">www.ReadyToPay.com</a>.":1,"#For the first transaction, B = <span ljsid-1=\"\">5</span>":1,"#So, why should you be using EMV payment terminals?":1,"#The codebook that you hand the associate for this kind of encryption will be pretty big because dynamic encryption means the data is constantly changing.":1,"#The associate can decipher the data and process the transaction but a stranger glancing at the sheet isn’t going to get any useful information from it without having access to the codebook. Only if someone were able to make even a copy of the codebook, they would be able to make a new purchase with it because the associate wouldn’t know it was a duplicate codebook.":1,"#EMV Chip transactions have several dynamic data elements. This means that not only does the overall information change, but also that different parts of the information change differently too.":1,"#Read the Encryption and Compliance Blog":1,"#I’m Chip capable!” in every transaction – even swipe. This provides merchants fraud protection even if the card only supports swipe because a higher level of encryption is supported by the terminal processing the transaction.":1,"#Adding to the puzzle that is encryption, the type of technology used during the transaction is also considered for chargeback situations. EMV Chip terminals send an indicator that says":1,"#Does Dynamic Encryption protect the merchant from stolen cards being used? Yes":1,"#But what happens if someone gets makes a copy of the sheet? With this encryption, the copy is useless because the data changes after every transaction. Trying to make a purchase using the data from the first transaction will never work.":1,"#Dynamic Encryption":1,"#Data Encryption: Why should I want EMV chip terminals?":1,"#Encrypting payment data is important, but did you know that your level of encryption also matters? Know what your business needs to protect your…":1,"#The associate can decipher the data and process the transaction, but a stranger glancing at the sheet isn’t going to get any useful information from it.":1,"#Does Static Encryption protect the merchant from stolen cards being used? No":1,"#After that, A = A + <span ljsid-1=\"\">1</span>":1,"#Want to learn more about encryption and compliance? Check out our blog on how end-to-end encryption can simplify the compliance process.":1,"#D%AH@AACD*HH — a big string of letters and characters.":1,"#An Unencrypted Reader exposes both the cardholder and the merchant to credit card fraud.":1,"#DPSD…and so on.":1,"#Do Unencrypted Transactions protect the cardholder from having their data stolen? No":1,"#You pass the associate two pieces of information. The (giant!) book, and the paper with your card data on it. For the first transaction, that paper might look like:":1,"#Does Static Encryption protect the cardholder from having their data stolen? Yes":1,"#Swipe transactions in an encrypted reader protect cardholders from having their data stolen, and an EMV Chip Card reader protects both the merchant and the cardholder.":1,"#Old Magnetic-Stripe Readers (commonly referred to as MSR readers or wedges) are unencrypted. If the card data is intercepted, it can be replayed over and over again for new purchases.":1,"#Instead of <span ljsid-1=\"\"></span><span ljsid-3=\"\">“</span>A = <span ljsid-5=\"\">1</span>” it looks something like:":1,"#You pass the sales associate two pieces of information. One is the codebook and one is your card number, but it looks like:":1,"#You don’t want your data captured so easily, so you make a code that says:":1,"#The magstripe on your credit or debit card uses Static Encryption. When used in an EMV-capable payment terminal, it is very difficult to obtain the card data because of the encryption. However, if someone managed to copy the card data, the payment terminal wouldn’t know the difference between the original and the recording.":1,"#A = <span ljsid-1=\"\">1</span>, B = <span ljsid-3=\"\">2</span>, % = <span ljsid-5=\"\">3</span>, @=<span ljsid-7=\"\">4</span>and so on.":1,"#If you were using…":1,"#Dynamic Encryption (Chip card reader)":1,"#Static Encryption (Swipe reader on an EMV terminal)":1,"#You write your full credit card number, expiry date, and name onto a piece of paper and hand it to the sales associate who enters the data into the system.":1,"#Unencrypted (MSR swipe/wedge devices)":1,"#Static Encryption Technology":1,"#As technology improves for payment terminals, so does its ability to protect your store, employees, and customers. Understanding the level of encryption that takes place within each kind of device will help you understand the value it can provide to everyone involved in the sale. The primary encryption types for these technologies are:":1,"#If anyone sees that paper, they have all of your card information and could use it over and over again for new sales.":1,"#The payments ecosystem in retail is constantly evolving, and it can be hard to understand the difference between available technologies — why does it matter what device I swipe a card in? Why should I care about chip versus swipe? Updating hardware is expensive, so do I really need to make a switch?":1,"#Does Dynamic Encryption protect the cardholder from having their data stolen? Yes":1,"#After that, B = B + <span ljsid-1=\"\">5</span>":1,"#For the first transaction, A = <span ljsid-1=\"\">1</span>":1,"#To understand the value in each of these devices, imagine that all of your payment processing systems went down and everyone resorted to pen and paper to provide their credit card info.":1,"#Do Unencrypted Transactions protect the merchant from stolen cards being used? No":1,"#Unencrypted Technology":1,"#O’Reilly agreed that the convergence of holographic tech such as ARHT’s with deep machine-learning <span ljsid-1=\"\"></span><span ljsid-3=\"\">“</span>brains” that other companies are creating could result in the ultimate hologram customer service agent.":1,"#Conor O’Reilly, West Coast Sales Representative at ARHT Media, told iQmetrix, <span ljsid-1=\"\"></span><span ljsid-3=\"\">“</span>The great thing is that you can beam these live broadcasts to multiple locations at once, and continue to broadcast it over and again as it will have been recorded.”":1,"#Michael Jung, Global Business Development Lead at Deepbrain AI, told iQmetrix, <span ljsid-1=\"\"></span><span ljsid-3=\"\">“</span>You can replicate your virtual human on your company’s CEO, a celebrity, your company’s brand ambassador, or simply an have anonymous agent if you prefer.”":1,"#x":1,"#% uptime across our entire platform.":1,"#<strong ljsid-0=\"\">Threats</strong> that eSIM adoption might pose to the retailer, or threats to eSIM adoption itself.":1,"#<strong ljsid-0=\"\">Opportunities</strong> for the retailer’s future business created by eSIM":1,"#<strong ljsid-0=\"\">Weaknesses</strong> that put the retailer at risk when it comes to implementing or selling eSIM":1,"#<strong ljsid-0=\"\">Strengths</strong> of eSIM technology that the retailer can leverage to its advantage":1,"#We offer hybrid working for those near an office city, fully remote options for others, and flexible hours so you never miss your kid’s soccer game. We have incredible paid time off perks, including trusted vacation days and trusted sick days, operated on a <span ljsid-1=\"\"></span><span ljsid-3=\"\">\"</span>take what you need” basis.":1,"#iQmetrix's CRM software solution helps wireless retailers manage customer data and reporting, provide personalized service, and build customer loyalty…":1,"#Keep CRM Solutions Connected for an Elevated Experience":1,"#Streamline your data management with iQmetrix’s Customer Relationship Management software. Seamlessly collect, analyze, merge, and integrate information. Enhance customer expectations and personalize interactions with ease. Build unbeatable loyalty with a powerful CRM solution.":1,"#Used advanced Customer Relationship Management software to elevate your service and keep customers returning. Incentivize repeat shoppers with customized loyalty programs that offer diverse rewards, complement outstanding service, and reward customer loyalty.":1,"#des":1,"#Manually entering tax rates is a painstaking and time-consuming process where small errors can have disastrous consequences.":1,"#What’s more, to celebrate our new integration, Avalara is offering iQmetrix clients a free sales tax assessment. The assessment includes:":1,"#<span ljsid-0=\"\">49</span> % des consommateurs canadiens":1,"#iQmetrix | Data Encryption: Why should I want EMV chip terminals?":1,"#With our POS and retail management solutions found in over <span ljsid-1=\"\">19</span>,<span ljsid-3=\"\">000</span> stores, iQmetrix is the largest retail software provider for the North American wireless industry. Beyond our POS, we offer powerful business intelligence, endless aisle, drop ship, e-commerce, and payment solutions, as well as an integrated network of over <span ljsid-5=\"\">35</span> partners – enabling us to be the single solution to multiple retail challenges. For nearly <span ljsid-7=\"\">20</span> years, we’ve proven our ability to be the #<span ljsid-9=\"\">1</span> company for supporting wireless retail growth; helping carriers, dealers, and repair providers invest in software that reduces costly inefficiencies, increases profitability, and speeds up transaction times to create great customer experiences. Learn more at <a ljsid-11=\"\">www.iQmetrix.com</a>.":1,"#The potential applications are almost limitless, with some other possible use cases being news anchors, virtual influencers, and much more. The company even offers a way to memorialize lost loved ones, recreating family members in every aspect — from their face to their physique to their voice — so that you can continue to talk to a version of that person.":1,"#Several booths at CES were showcasing their AI bot technology, including Deepbrain AI. This Silicon Valley company has AI technology that creates <span ljsid-1=\"\">2</span>D virtual humans by replicating real people, as well as hyper-realistic <span ljsid-3=\"\">3</span>D avatars, and equipping them with the ability to answer a massive range of customer questions and deal with complaints. These virtual humans can be interacted with on your retail website or displayed on a monitor or potentially via a full-human-sized touchscreen at your retail locations.":1,"#Instead, expect AI-powered, ultra-realistic humanoid chatbots both online and in-store to help customers with their every need. And some of these could even come in full-sized holographic form in retail locations.":1,"#For example, if Mint Mobile were to open a brick-and-mortar retail store, they could have a life-sized hologram of Ryan Reynolds welcoming customers at the door of every retail location. Or at a wireless retail location or OEM store, the latest smartphone release could be displayed in color-changing, rotating form.":1,"#AHRT Media, for example, has a full-sized holographic displays of live (or recorded) real people to interact with. These people need to be live on camera or pre-recorded at an ARHT studio, so it doesn’t work for daily one-on-one customer-agent interactions. Instead, the primary use cases in retail are to make promotional announcements, have celebrities showcasing new products, offer product demonstrations, or simply cut out the people element and display the latest products in pre-recorded holographic form.":1,"#These technologies would be even more effective when combined with hologram displays, of which there were also several examples on the CES show floor.":1,"#iQmetrix | CES 2023 Trends: Holograms, AI Bots are the Future of…":1,"#The days of hanging on hold for a customer service agent, or waiting to ask a question of an associate in a cellphone store, will soon be over — if the technology on display at CES <span ljsid-1=\"\">2023</span> in Las Vegas has anything to do with it.":1,"#AI-powered, ultra-realistic humanoid chatbots should be online and in-store to help customers with their every need, and some will even come in full-sized…":1,"#Given what was on display at CES this year, it doesn’t look like that day is too far away.":1,"#One payments platform, zero hassle":1,"#By eliminating the need for physical payment terminals, you can process multiple transactions simultaneously using customers’ own devices. They can complete remote payments whenever they’re ready, reducing wait times and improving efficiency.":1,"#From in-store line busting to tradeshows and pop-up events, Remote Pay empowers retailers to expedite customer transactions and take payments anywhere. iQmetrix’s one-click payment functionality puts the power to pay in their hands, enabling customers to complete their purchase without waiting.":1,"#Fast, convenient transactions":1,"#Remote Pay turns any mobile device into a payment terminal, letting customers pay seamlessly via credit card, PayPal, or digital wallets. Simply select Remote Pay, and a secure payment link is instantly sent via text or email — enabling fast, hassle-free checkout.":1,"#Take Payments, Anywhere, Anytime":1,"#Remote Payment Software for Telecom":1,"#Ready to take payments anywhere?":1,"#Reduce fraud by leveraging out-of-the-box <span ljsid-1=\"\">3</span>D Secure technology that adds a layer of security to online credit and debit card transactions.":1,"#Remote Pay transactions follow the same process as other payment methods in both RQ and RQ Mobile. Simply go through the usual payment steps, and then effortlessly send the payment link to the customer’s device.":1,"#Customers shouldn’t have to guess when it comes to what is and isn’t accepted for remote payments. Mobile payment options — like PayPal, Google Pay, Samsung Pay, and Apple Pay — and major credit cards are accepted.":1,"#Remote Pay uses mobile technology to enable flexible payments for modern telecom consumers. With the same capabilities as physical payment terminals, remote payment functionality empowers associates to deliver elevated customer service with advanced transactional features.":1,"#Mobile-First Payments":1,"#Reduce the number of partners you work with by unifying payments across users and channels within a single platform. Reduce vendor complexity, streamline troubleshooting, and resolve issues faster with a single source of truth.":1,"#Aboulhosn said, <span ljsid-1=\"\"></span><span ljsid-3=\"\">“</span>So far, eSIM hasn’t created the increased subscriber churn for carriers they were afraid of, because it’s still too inconvenient to switch carriers, even with eSIM. You still have to get a brand-new plan, have credit checks, share customer information, move everything over, all the things that are challenging to set up in the first instance. Most people would rather stick with their carrier and negotiate a new rate plan or discount.”":1,"#Since the <span ljsid-1=\"\">2022</span> iPhone launch, carriers around the world have started to follow US carrier’s lead or be left behind, given that the device manufacturers are determined to push the eSIM agenda. Fortunately for the carriers, the fears they had over eSIM haven’t come to pass.":1,"#Aboulhosn told iQmetrix, <span ljsid-1=\"\"></span><span ljsid-3=\"\">“</span>We are inevitably moving towards eSIM because both Apple and Google are obsessed with the customer experience, and they want to ensure any transfer between devices is seamless. The OEMs also want the hardware real estate that is freed up by not having a traditional SIM card taking up space.”":1,"#eSIM has been around for over a decade, as Apple first trialed the technology in <span ljsid-1=\"\">2014</span>, but carriers have been reluctant to adopt it until recently. This was largely due to fears over increased subscriber churn rates in a sector with already-high attrition rates, if it was as easy to switch carriers via eSIM as expected. In fact, despite more widespread adoption in Europe and Asia, in the U.S., AT&amp;T, Verizon, T-Mobile and nearly all network operators support eSIM as of the iPhone <span ljsid-3=\"\">14</span> eSIM-only device launch in September <span ljsid-5=\"\">2022</span>.":1,"#SummitX 2024: The eSIM Impact on Telecom Retailers and Carriers—a…":1,"#At SummitX, eSIM expert Emir Aboulhosn, CEO of NetLync, shared the opportunity and challenges of eSIM facing both wireless retailers and telecom carriers.…":1,"#Where are we now with eSIM adoption?":1,"#Never miss news and insights on cutting-edge wireless retail trends. Sign up for The Overview monthly newsletter today.":1,"#<span ljsid-0=\"\">“</span>Carriers need to accelerate their digital transformation to keep up with this changing technology,” Aboulhosn said. <span ljsid-2=\"\"></span><span ljsid-4=\"\">“</span>They also need to adopt a consumer-first mindset, rather than be concerned about risk factors. Those who give their customers the best experience will win here.”":1,"#Advice for the telecom carrier":1,"#<strong ljsid-0=\"\">Regulatory changes:</strong> Again, eSIM adoption could be affected by government policy, which is an unknown risk factor at this time.":1,"#Here we summarize both the live presentation and iQmetrix’s post-event interview with Aboulhosn, placing the eSIM impact into a SWOT analysis from the perspective of both wireless retailers and carriers.":1,"#<strong ljsid-0=\"\">Rising competition from digital-only providers:</strong> Carriers do face increased competition from savvy MVNOs such as Mint Mobile, who are capturing market share and don’t have a physical retail presence. The adoption of eSIM and the cost savings involved only aids smaller players in gaining easy footholds in the market, and traditional carriers will have to adapt and innovate to stay competitive.":1,"#The main threat that most carriers have been concerned about, as mentioned in the introduction above, is the risk of increased churn — and so far that hasn’t come to pass. Instead, the key threats are:":1,"#<strong ljsid-0=\"\">Enhanced data insights for personalization:</strong> eSIM’s digital purchasing pathways offer additional opportunities for capturing customer data, allowing the carriers to tailor marketing and promotions in a personalized way.":1,"#<strong ljsid-0=\"\">Expansion into new markets with digital-only services:</strong> Carriers can jump on the digital-only opportunities, and capitalize on the segment that the retailers stand to lose as some consumers choose a purely online purchase and activation experience. For those customers, carriers can offer a <span ljsid-2=\"\">100</span>% digital path with ship-to-home delivery of the device and DIY online activation.":1,"#Dependency on device compatibility: Carriers also have to rely on device brands to gradually upgrade their new models to eSIM technology. However, with Apple and Google (Android) pushing hard for eSIM, this should be an easy barrier to overcome.":1,"#Customer education required: With eSIM awareness still relatively low, it will be a few years before adoption is widespread, and it will be incumbent on both carriers and device brands to educate consumers on its benefits.":1,"#<strong ljsid-0=\"\">Need for system upgrades:</strong> Like with any new technology, there can be initial technological teething problems. Carriers must adapt their systems and infrastructure to support eSIM technology, if they haven’t already done so.":1,"#<strong ljsid-0=\"\">Cost efficiency/better use of device real estate (no physical SIMs):</strong> Since the eSIM takes up much less space than physical SIM cards, devices can be improved in other ways, with batteries offering longer life, for example. This is an advantage to carriers who can offer superior devices, as well as retailers.":1,"#<strong ljsid-0=\"\">Improved customer convenience and onboarding:</strong> With the eSIM activation and data transfer process no longer taking up time in the store, it gives the customer a better experience, as mentioned above. But it also gives the customer less time to both consider changing their carrier, or to consider changing their device to a rival option. This is an advantage for both telecom carriers and the OEMs. Faster service equates to happy customers, who are thus <em ljsid-2=\"\">less</em> likely to churn, not more likely, Aboulhosn explained. <span ljsid-4=\"\"></span><span ljsid-6=\"\">“</span>If the customer has a seamless experience, they’re not thinking about changing their wireless carrier.”":1,"#An eSIM SWOT analysis: the carrier perspective":1,"#Aboulhosn shared a brief history of eSIM and a primer on the technology, and then offered a deep dive on the opportunities and challenges of eSIM that face wireless retailers and telecom carriers today.":1,"#<span ljsid-0=\"\">“</span>It’s up to the retailer how they adapt to eSIM technology,” Aboulhosn said. <span ljsid-2=\"\"></span><span ljsid-4=\"\">“</span>Are you going to tell yourself it’s a threat, or that it’s an opportunity? Those who see it as an opportunity will adapt in ways they need to, find ways to innovate, and capitalize on it. Those who only see it as a threat will be left behind.”":1,"#Advice for the wireless retailer":1,"#<strong ljsid-0=\"\">Potential regulation changes:</strong> Like any technology, eSIM is subject to regulation, and local regulatory changes affect its use. Policies that support the use of eSIM technology will encourage more carriers and businesses to invest in this technology, but some local regulators could also go the other way.":1,"#<strong ljsid-0=\"\">Potential reduced store traffic:</strong> The biggest threat eSIM poses to the wireless retailer — and the one keeping retailers up at night — is that the customer could simply order their phone and activate it <span ljsid-2=\"\">100</span>% online, bypassing the store entirely. Some might choose to never set foot in their local wireless store again. <span ljsid-4=\"\"></span><span ljsid-6=\"\">“</span>When retailers look at eSIM at first glance, it seems like it could be a threat — that customers will go entirely digital,” Aboulhosn said. <span ljsid-8=\"\"></span><span ljsid-10=\"\">“</span>But it’s not always easy to get a phone sent through the mail without a signature, and that doesn’t work for people who aren’t always home. So your retail strategy needs to cover all the bases, and that’s where this turns into an opportunity (see above).”":1,"#<strong ljsid-0=\"\">Cost savings:</strong> With potentially more focus on digital and hybrid retail strategies, along with reduced processing times in-store, there is a strong potential for cost savings when it comes to workforce management. When each customer’s journey doesn’t take an hour or more, wait times are decreased and staffing can be reduced or optimized.":1,"#<strong ljsid-0=\"\">Personalized in-store experiences:</strong> The improved process and wait times will hugely help with customer personalization and increased loyalty, Aboulhosn said. <span ljsid-2=\"\"></span><span ljsid-4=\"\">“</span>We can reinforce those relationships, making it a more qualitative versus a quantitative experience.”":1,"#<strong ljsid-0=\"\">New digital customer segments and retail approaches</strong>: eSIM offers retailers a way to get in front of different customers with fresh retail strategies, Aboulhosn asserted. <span ljsid-2=\"\"></span><span ljsid-4=\"\">“</span>What if I was a local retailer, and instead of the customer coming in to browse devices, they make an online order that I can fulfill and activate in-store in a few minutes? Or, I could even offer a service to deliver to their nearby home or office, and activate the phone for them on the spot. All of a sudden, I’ve taken my footprint outside of the store and the customer is wowed by an incredible experience. That’s how you build customer loyalty. And people will pay for that convenience.”":1,"#<strong ljsid-0=\"\">Need for store associate training and education</strong>: <span ljsid-2=\"\"></span><span ljsid-4=\"\">“</span>Store associates shouldn’t need a lot of training, as these are simple processes,” Aboulhosn said, <span ljsid-6=\"\"></span><span ljsid-8=\"\">“</span>but it can be surprising how many staff aren’t aware of the newer technologies.”":1,"#<strong ljsid-0=\"\">Lack of customer awareness:</strong> Partly due to carriers’ reticence and those long buying cycles, awareness of eSIM is still relatively low. Many customers today have a phone with a SIM card, and will only buy a temporary eSIM when travelling abroad, to avoid roaming charges for data. iPhone <span ljsid-2=\"\">14</span> and newer users the US are using eSIM in daily cellphone use. However, Aboulhosn is confident this will change and eSIM-only phones will become the norm in the next few years.":1,"#<strong ljsid-0=\"\">Device upgrades needed:</strong> For customers to use eSIM, aside from iPhone users since iPhone XS who already have an eSIM enabled phone, most will have to upgrade to newer Android devices . The device upgrade cycle currently averages nearly three years, so it could take a bit more time for adoption to be widespread.":1,"#One of the best-received breakout sessions at SummitX <span ljsid-1=\"\">2024</span> was that of eSIM expert Emir Aboulhosn, CEO of NetLync, whose presentation was <span ljsid-3=\"\"></span><span ljsid-5=\"\">“</span>Revolutionizing Consumer Experiences in Retail with eSIM.”":1,"#<strong ljsid-0=\"\">Sustainability:</strong> Many retailers have goals to make an impact in terms of improving sustainability, and eSIM is an eco-friendly product that helps them towards those initiatives.":1,"#<strong ljsid-0=\"\">Flexible service option:</strong> Wireless retailers are highly accustomed to offering a wide range of products, rate plans, and technologies. eSIM-only and eSIM-enabled devices should be easy options for the retailer to add to its arsenal of product offerings and give consumers a wider choice. Added to that, the faster in-store service opens up time for the sales associate to engage with the customer, educate them on the benefits of eSIM, and potentially upsell with add-on services and accessories. <span ljsid-2=\"\"></span><span ljsid-4=\"\">“</span>All of which is easier to do because the sales rep isn’t faced with a wall due to customer frustration,” Aboulhosn added.":1,"#<strong ljsid-0=\"\">Improved customer experience:</strong> Wireless retailers are already (or should be) focused on elevating and streamlining the customer experience, and eSIM is one more way that retailers can build this muscle. Aboulhosn said, <span ljsid-2=\"\"></span><span ljsid-4=\"\">“</span>The established model is to go to the store, stand in line, upgrade the device, maybe change rate plan, get the phone activated, and so on. It’s a several-hour process. With eSIM, the entire process is much faster.”":1,"#The SWOT analysis examines:":1,"#An eSIM SWOT analysis: the wireless retailer perspective":1,"#This has meant that carriers and retailers alike have recently become much more open to the <strong ljsid-1=\"\">opportunities</strong> that eSIM offers and the <strong ljsid-3=\"\">strengths</strong> the technology carries that they can leverage, while also adapting to <strong ljsid-5=\"\">weaknesses</strong> and <strong ljsid-7=\"\">threats </strong>as they arise.":1,"#consistency - hero":1,"#With so many complexities to manage, most businesses that offer activations only do so in-store. However, this means passing on the opportunity to give customers a channel for self-service that offers clear benefits. Online activation allows customers to manage the activation when and where they choose without the need to come into a store, leaving reps free to serve customers who need support to navigate the activation process. It also allows retailers to capture what otherwise may be lost revenue.":1,"#Invest in solutions - hero":1,"#Speed - hero":1,"#Smooth out transaction complexities - hero":1,"#Personalizing Customer Experience in Wireless Retail - hero":1,"#Download Whitpaper":1,"#Learn more about iQmetrix’s Unified Activation Portal, Carrier Connect.":1,"#However, not every online activation experience is created equally. For many of those businesses currently offering online activation:":1,"#iQmetrix | Redefining Retail: Building Customer Loyalty Through…":1,"#The CX Dilemma in Telecom Retail: Crafting Seamless Experiences Amid Complexity - hero":1,"#Convenience - hero":1,"#The answer? Use the right technology to activate devices quickly and seamlessly.":1,"#Hamer explained,“Online activations can be just as cumbersome as in-store experiences, and this can mean frustrating customers simply give up, creating high fallout rates. And that means that the experience of your brand that you’re creating isn’t consistent — unless we can agree that it’s consistently poor, unfortunately.”":1,"#Personalization - hero":1,"#Redefining Retail: Building Customer Loyalty Through Better CX":1,"#It’s an endeavour that holds the potential to not only meet but exceed the ever-evolving expectations of today’s retail customers, securing their loyalty and ensuring the lasting success of telecom retail businesses.":1,"#Transforming the often-dreaded device purchase and activation experience into a seamless, efficient, and even enjoyable process is a challenge that retailers must embrace. The path to achieving this involves streamlining workflows, eliminating redundancy, and leveraging advanced technologies that prioritize customers’ time. By addressing these issues head-on and continually optimizing the customer journey, retailers can position themselves not merely as service providers but as trusted partners in the wireless retail landscape.":1,"#In this age of heightened customer expectations, the value of time cannot be overstated. Lengthy wait times and cumbersome processes not only test the patience of customers but also erode their loyalty.":1,"#Clunky user experience creates high fallout rates and cart abandonment.":1,"#contactless payments are mandatory - hero":1,"#Collect data, then actually use it - hero":1,"#Trust - Hero":1,"#They aren’t scaling B<span ljsid-1=\"\">2</span>B activations and other services to business customers.":1,"#Their brand’s CX isn’t consistent across purchasing channels.":1,"#the problem - hero":1,"#activations with a unified portal - hero":1,"#Bopis is good for retailers - hero":1,"#streamlining inefficient processes - hero":1,"#This insight emphasizes the significance of prioritizing efficiency in retail operations to retain customers and emerge as the preferred wireless retail destination.":1,"#Activation times are too long:":1,"#For wireless retailers, their store reps, and their customers, the device activation process is famous for being laborious, long, and full of repetition. As Jason Raymer, iQmetrix’s Senior Vice President of Revenue and Client Experience, succinctly put it,“Today, you’re either not offering activations at all, or you’re doing it badly.”":1,"#Offer (better) device activations with a unified activation portal.":1,"#<em ljsid-0=\"\">Build systems customized to fit their unique needs:</em> Telecom businesses often have intricate strategies and systems. Customizing these integrations ensures that they work in perfect harmony with your specific requirements.":1,"#Understanding your customers is key.":1,"#<span ljsid-0=\"\">56</span>% of consumers expect offers to be personalized <span ljsid-2=\"\">100</span>% of the time (Salesforce)":1,"#The TL;DR: Invest in Solutions for Better CX":1,"#BOPIS is good for retailers and consumers alike":1,"#a typical transaction time is":1,"#% of payments (£":1,"#But these days, contactless means a lot more than just tap-enabled credit and debit cards.":1,"#<strong ljsid-0=\"\">The challenge:</strong> Wireless retail CX can be frustrating.":1,"#Get easy access to data and business insights in real time:":1,"#<strong ljsid-0=\"\">The problem: </strong>if you’re not offering activations (or you are, but are doing it badly) your business is leaving money on the table by:":1,"#All of which leaves many wireless retailers stuck in a cycle of poor sales agent experience — high agent turnover — high agent training costs.":1,"#Multiple carrier portals and logins":1,"#Clunky systems create bad habits for reps<em ljsid-1=\"\">,</em>":1,"#minutes, which frustrates customers. Additionally, it prevents reps from helping customers who come in mid-transaction and may leave before anyone is available to help them.":1,"#Seamlessly navigate transaction add-ons through your point-of-sale:":1,"#The best way to resolve this complexity? Retail software that provides a robust network of partner integrations to make sure all your systems talk to each other, which allows businesses to:":1,"#Because of the unsecured nature of contactless payments — consumers don’t have to sign or enter a PIN — the payment limits on contactless payments are typically pretty low. (Although payment limits were raised early in the pandemic to facilitate social distancing.) <a ljsid-1=\"\"><strong ljsid-1-0=\"\">Contactless credit card payment limits</strong></a> in the United States and Canada are roughly similar when exchange rate is factored in: (for most banks: $<span ljsid-3=\"\">250</span> CAD in Canada and $<span ljsid-5=\"\">200</span> USD in the United States).":1,"#Last year, Visa’s global networks handled an estimated <a ljsid-1=\"\"><strong ljsid-1-0=\"\">$<span ljsid-1-0-1=\"\">13</span> trillion in contactless transactions</strong></a>. That staggering figure means retailers still relying on traditional payment methods are getting left further and further behind. Today, it’s not a nice-to-have, but a must-have that consumers expect.":1,"#% of consumers surveyed in the U.S. say that they would pay more to purchase from brands they can trust (Salify)":1,"#The CX Dilemma in Telecom Retail: Crafting Seamless Experiences Amid Complexity":1,"#Integrated systems can allow reps to smoothly handle elements like trade-ins and accessory purchases through your POS to create great customer experiences.":1,"#Managing add-on transactions like warranty extensions, trade-ins, accessory purchases, payment plans, and more can often be cumbersome — especially when these transactions involve SKUs not in your store’s inventory. In today’s highly competitive telecom market, the need for simpler ways to handle these add-ons is crystal clear.":1,"#Smooth out transaction complexities with retail software integrations.":1,"#, only":1,"#out of the £":1,"#The pandemic didn’t just drive retailers to offer new solutions, it also drove previously tech-phobic consumers to try online shopping. <a ljsid-1=\"\"><strong ljsid-1-0=\"\">One study by Shopify</strong></a> showed that <span ljsid-3=\"\">30</span>% of shoppers who have used BOPIS tried it for the first time during the pandemic.":1,"#In today’s ultra-competitive retail landscape, efficient processes are mandatory, because the top indicator of bad customer experience is wasting your customers’ time.":1,"#<span ljsid-0=\"\">74</span>% of consumers will go to a competitor’s store if they feel like the queues are shorter there":1,"#create an employee administration nightmare.":1,"#In addition to driving increased sales, BOPIS also reduces costs for retailers.":1,"#<span ljsid-0=\"\">74</span>% of consumers will go to a competitor’s store if they feel like the queues are shorter there (Intel and Box Technologies)":1,"#would stop doing business with a brand after one bad experience (Propel software)":1,"#Streamline processes:":1,"#It’s possible that contactless payment limits may go higher, given that contactless payment fraud is a very small portion of overall contactless payments.":1,"#For last-minute holiday shoppers, BOPIS is also the only option that lets them guarantee availability of must-have holiday gifts purchased after the close of holiday shipping windows. In the week before Christmas, <a ljsid-1=\"\"><strong ljsid-1-0=\"\">BOPIS orders peaked at <span ljsid-1-0-1=\"\">35</span>% of online orders December <span ljsid-1-0-3=\"\">23</span></strong></a>, compared to <span ljsid-3=\"\">18</span>-<span ljsid-5=\"\">21</span>% of online orders between November <span ljsid-7=\"\">1</span> and December <span ljsid-9=\"\">14</span>.":1,"#So how can wireless retailers meet customer expectations and provide a great experiences?":1,"#Offer additional items without requiring in-store inventory:":1,"#million) were fraudulent, which it calls“a tiny proportion” of overall transactions.":1,"#Contactless payments are no longer optional. They’re mandatory.":1},"version":4259}]