Telaid Tech Connect Beth Bergmann

In this episode of Telaid Tech Connect, host Beth Bergmann is joined by Martyn Jones, Chief Commercial Officer at VoCoVo. Martyn explores the power of voice communications to elevate operations and customer service and expounds on use cases in retail and the results VoCoVo customers have already seen.
 
IN THIS EPISODE: 
 
[3:25] What challenges did you see in the marketplace that inspired VoCoVo to reinvent the way retail teams communicate on the floor?  [6:11] How can VocoVo streamline operations? What are some before and after examples of VoCoVo deployments?  [9:17] Can you provide an example of an innovative use case of VoCoVo in stores? [10:25] What are other integration examples that amplify the power of VoCoVo? [14:02] Why is the retail environment different than the office environment when it comes to voice communications? [15:10] Are there any use cases in other areas like safety or loss prevention? [19:40] Where do you see this kind of technology five years from now?   
KEY TAKEAWAYS: 
 
As humans, the primary communication we have is voice. But in retail environments, associates are all over the store, disconnected from others. VoCoVo allows associates to put on a headset and tap into every other individual on a specific “conference.”  With VoCoVo, if a customer approaches an associate and asks a question, they can retrieve the answer quickly, reducing wait times. If a customer is standing at a counter with locked merchandise, they can push a button and instantly connect with an associate in the store rather than waiting or wandering around the store in search of help. All of this improves the customer experience and reduces cart abandonment. One retailer has integrated VoCoVo with their in-store cameras and people-counting systems combined with AI. The system notifies associates how many more registers they need to open in how many minutes to accommodate traffic currently in the store.  VoCoVo is API-driven, so there’s a lot of flexibility to connect with other systems. We’ve seen retailers connect it to their workforce management systems to assign tasks to associates on the floor, or with CRM systems to notify associates when a particular customer walks in the store.  VoCoVo can help deter crime and loss. Associates feel connected with the headsets. Our headsets can have a panic function put into them, which can dial into a police or monitoring center.  The next generation of headsets will have a new set of features including app integration. This is important because we see lots of apps becoming voice enabled. Voice communications are becoming increasingly seamless.  
LINKS MENTIONED 
 
LinkedIn – Martyn Jones
 
VoCoVo
 
BIO:
Martyn is Chief Commercial Officer (CCO) at VoCoVo where he is responsible for growing the company’s partnerships, alliances and customer base, as well as expanding its presence across core markets in the UK, EMEA and North America. Martyn joined VoCoVo in October 2018 and has been instrumental in the growth of the business and the acquisition of its impressive portfolio of clients including Tesco, ASDA Walmart, Primark, Co-op, Morrisons and B&Q.
A sales and marketing expert with a proven track record of helping brands formulate and implement international growth plans, Martyn has previously worked as a freelance business consultant working with both large corporates and early-stage start-ups. He has also held a number of Head of Sales, Marketing and Product roles within the technology and industry sectors.

In this episode of Telaid Tech Connect, host Beth Bergmann is joined by Thom Schmitt, VP of Sales at ComplianceMate. They explore the value of IoT for complying with food safety regulations as well as achieving greater operational efficiency and reducing shrink.  
 
IN THIS EPISODE:  
 
[1:48] What major problems were foodservice operators facing?   [2:28] What are some environmental or sustainability challenges?  [3:25] How do all these technologies come together to help mitigate loss and support food safety and sustainability goals?  [5:55] What is the operational role of IoT sensors?   [7:25] What are some successful use cases?  [8:35] What are some applications in c-stores?   [9:51] What are some key points that we can arm operational leaders with to bring the solution to their executive teams?  [15:15] What does food safety tech look like in next 5 years?   
KEY TAKEAWAYS:  
 
Operators need to ensure they are complying with food safety regulations, while also reducing waste.   We have temperature monitors that monitor temperature 24/7, automatically generating notifications if the temperature has fallen outside the specified range. The tool also digitizes any type of checklist that goes on within an operation to ensure employees are doing what they are supposed to be doing, when they are supposed to be doing it.   IoT is not new – the biggest things measured are temp and humidity, but IoT ecosystem offer the opportunity to expand into measurement of many more elements.  IoT devices also provide data over time, so when the health department comes in, the operator can present them with documentation that shows them temperatures in coolers over time.   ROI on this solution is very quick because operators keep thousands of dollars of product in coolers and if one breaks, all the food is lost. Coolers are mechanical devices, and they break down about once every 60 months.   In the future, we’ll see sensor technology measuring elements we have not yet considered as well as advancement through the development of AI and predictive analytics.    
LINKS MENTIONED  
 
LinkedIn – Thom Schmitt 
 
www.compliancemate.com  
 
BIO:  
Thom Schmitt serves as Vice President of Sales at ComplianceMate, bringing over 30 years of experience directing sales of SaaS Solutions as well as consumer/industrial electronics. Thom joined CM Systems, LLC in 2011 having previously worked for over 20 years at Hitachi Electronic Devices USA. Over the course of his career, Thom has forged longstanding relationships with his customers, including Five Guys Burgers and Fries, Chick-fil-A, and several other nationally known restaurant concepts. Thom has also worked with several leading retailers and grocers including Hy Vee and Roche Brothers. Thom holds a BA from the University of Iowa. 

In this episode of Telaid Tech Connect, Eric Dalton, Operations Leader at Walmart joins Beth Bergmann to discuss Walmart’s IoT dashboard initiative in the deli and bakery departments. Eric explores the growing use cases for IoT and automation in facilities management and beyond.    
 
IN THIS EPISODE:  
 
[2:05] What was the genesis of this IoT dashboard project at Walmart and what were some of the challenges the different departments were facing?   [7:07] What is the vision for the “smart store” and how does it work?  [8:40] What is the role of IoT in energy conservation?  [9:37] What challenges have you encountered with this project?  [12:04] What KPIs are you tracking to assess the success of this project?   [15:09] Are there any unanticipated use cases you’ve come across along the way?   [17:30] What technologies do you see revolutionizing retail in the next 5 years?   
KEY TAKEAWAYS:  
 
The start of this IoT initiative goes back to facilities management. We were seeking ways to deliver maintenance at a lower cost, respond more quickly to maintenance requests and send the right responder to the right place with the right part to resolve the problem quickly. We found associates in the deli and bakery reporting “my oven does not work,” but there was no additional detail available, so the technician generally made one trip to troubleshoot and then another trip to repair. We knew embedded IoT could provide information about the reasons for failure, as well as the make and model of the equipment so the technician could take the right part.  
We realized along the way that there was also valuable operational data available that could help associates increase efficiency and better serve customers.  
Our vision for the smart store is that we leverage IoT wherever we can to pull disparate data into one place and make decisions on systems as a whole. 
IoT is a powerful tool for energy management because there are so many systems operating at once and synthesized data provides context. So if a door is left open and it notifies you but it’s not a priority, but then you notice the HVAC system kicks on, you know to go close the door to stop wasting energy.  
The IoT dashboard project was bigger than expected. We want to have all data in one place to better operate the building as a system. Connectivity and scalability were two of the major challenges we faced.  
To evaluate the success of the project, we will be looking at KPIs like increased uptime, the number of work orders, and sales increases connected with decreased downtime.  
 
LINKS MENTIONED 
  
LinkedIn – Eric Dalton 
 
BIO:  
Currently serving as Senior Director, Facilities Management at Walmart, Eric Dalton is an operations, global facilities and supply chain management leader. He has a passion for strengthening operations through vision, strategy and technology and is currently responsible for building a team and processes dedicated to supporting the growing number of robotics, automation, and IoT systems and technology solutions at Walmart.  
 
Prior to joining Walmart, Eric worked with other Fortune 500 companies including FedEx, where he provided technology support for FedEx’s shipping solutions. Eric’s career began in the US Navy where he developed a global perspective and developed team leadership skills as a nuclear power technician.  
 
Focused on building organizational capability and excellence in execution, Eric continues to spearhead new automation initiatives. 

This episode is brought to you by Retail Insight.
 
In this episode of Telaid Tech Connect, host Beth Bergmann sits down with store and fulfillment automation leader in retail and grocery, Corrie Martin, to discuss the challenges retailers and grocers face when it comes to automation projects. They explore common challenges and important considerations when going through the automation planning and implementation process.  
 
IN THIS EPISODE:  
 
[1:30] What are the key processes retailers seek to automate and why?   [2:12] What are the key steps or phases when developing an automation strategy and advancing to rollout?  [4:45] Who are some of the external stakeholders that you need to have aligned with your automation vision and goals?    [7:32] What are some common pitfalls that retailers are facing as they approach automation projects?  [9:53] What should the automation team look like?   [11:40] How do you drive customer adoption?   [14:02] What will automation look like in five years?   
KEY TAKEAWAYS:  
 
Key areas for automation in grocery stores include the storefront, back-of-the-store and distribution and deployment centers. Anywhere that you want to see more throughput, reduced labor and increased profitability is a candidate.  Think of an end-to-end strategy and make sure you have your end goal in mind. Consider what you intend to accomplish through automation. Who are the key players you need to sync up with internally or externally? It’s important to think beyond the obvious; consider issues like compliance, legal and the customer experience.   Look for vendors who can scale and who can help drive the price down over the long term. You want a vendor who is willing to work with others.  One of the most common pitfalls is the financial expectations for these kinds of projects. Typically, when investing in hardware assets in a retail setting, retailers want an ROI of two or three years. It’s important to set realistic expectations for large-scale automation projects. ROI can take longer than expected. Another common pitfall is failure to think through issues like compliance, regulatory and legal, and fire safety.   The automation team needs to include engineers, but it’s also important to have a strong project management organization supporting you. Product teams are also important.   Some customers feel like automation technologies are being shoved down their throats, but the more exposure they get, the more easily they will adopt it. It’s important to communicate the value and give them opportunities to explore the technologies firsthand. Over time, this drives adoption.   I think there’s going to be growing use of AI and machine learning to provide intelligence that will drive customer and associate behavior. Personalized automation is also going to be a growing trend over the next few years.     
LINKS MENTIONED  
 
LinkedIn – Corrie Martin -https://www.linkedin.com/in/corriemartin/
 
BIO: Corrie Martin is the Sales Director for strategic North American partnerships at Retail Insight. A go-to-market executive with expertise in Automation and Robotics, Store and eCommerce Operations, Data Analytics, and Loss Prevention. Corrie spent six years at Walmart helping them re-invent their store operations and customer experience by launching new Online Grocery Pickup and Delivery fulfillment services.
Her passion for cutting-edge technology and innovation has propelled her into the product and technology ecosystem space even further, where today she inspires executives in retail, grocery, and supply chain to think differently about how they can
leverage their own data to drive profitability and increase product sell-through with an on-shelf availability algorithm.

In this episode of Telaid Tech Connect, host Beth Bergmann has a conversation with Susan Sly, co-founder of Radius AI, about human-centric AI and the future for AI in retail. They explore use cases for AI as well as what the technology looks like today versus what it may look like in the future.
 
IN THIS EPISODE: 
 
[2:57] What is AI and what isn’t it? [6:39] What is human-centric AI?   [12:45] What does the art of AI mean to Radius AI and to the industry?  [16:23] What is the potential for sentient AI in the future?  [17:50] How are the savviest retailers who are deploying AI looking at the big picture? What differentiates the first movers in the industry? [24:14] What do the next few years have in store for AI in retail?   
KEY TAKEAWAYS: 
 
There are three key types of AI right now: Text AI – Can process documentation faster than humans Language AI – Can process auditory language like Siri or Alexa Computer vision – Can process visual data, able to filter video and point humans to the relevant portions Human-centric AI is AI that is designed to empower humans. Some things people do better than AI, for example, understanding the context for why someone might be on the ground. AI does a better job of flagging the fact that someone is now on the ground. AI and humans working together experience optimal results.  Sentient AI can “think for itself.” However, that AI has to receive training from somewhere. Many of the beneficial applications for sentient AI coming in the near future may be companion care, whether for pets or the elderly. An AI-based companion may be able to provide early diagnosis of a parent with Alzheimer’s, for example.  A recent study indicated that 54% of AI pilots go to production, up from 8% in recent years. Retailers can increase that number by aligning with qualified partners who have vetted providers and who can help them pilot projects prior to large scale rollout.  AI enablement for customer experience may include something like customers opting into facial recognition so when they show up in a store to shop, an associate can bring them their favorite beverage or they can receive a notification that there are new items from their favorite brand in store and here’s a map to locate those items. The retailers who experiment early and pioneer new use cases are going to be the winners.   
LINKS MENTIONED 
 
Radius AI
 
LinkedIn – Susan Sly
 
BIO: 
 
Susan Sly is a tech investor, co-founder, best-selling author, keynote speaker, entrepreneur and podcast host of Raw and Real Entrepreneurship. Susan holds an Advanced Certificate for Executives in Management, Innovation, and Technology from MIT and is the author of 7 books. As a highly acclaimed keynote speaker, Susan has spoken for MIT, NVIDIA, Intel, Lenovo, and shared the stage with Tony Robbins, Jack Canfield, Robert Kiosaki, and more. And she has been a featured guest speaker for the National Restaurant Association, Executives Next Practices Institute, Forbes Roundtable, Corenet Global and the Edge AI Summit. In 2022 Susan was honored to receive the Rosalind Franklin Society Award in Science and a nomination for the Rising Star in AI from Venture Beat. Susan is the Co-CEO, and Co-founder, of RadiusAI – an award-winning artificial intelligence company with offices on three continents.

In this episode of Telaid Tech Connect, host Beth Bergmann sits down with seasoned asset protection professional, Brand Elverston. Based on his 22-year career with Walmart and subsequent work with LP/AP retail teams and vendors, Brand shares insights on how disruptive retail technologies both challenge and empower risk mitigation efforts in retail. 
 
IN THIS EPISODE: 
 
[2:38] How do you think technology is fundamentally changing retail? [5:04] What are the most formidable challenges LP/AP teams face today?  [09:28] What does disruptive technology integration really mean?  [12:55] How have customer and employee needs changed since the COVID-19 pandemic?   [18:23] What do the next five years look like? [24:00] What is the value of RFID in risk mitigation?  
KEY TAKEAWAYS: 
 
If there was a silver lining to the pandemic, it was that it helped stress test the technologies that are going to work and those that are ahead of their time. It accelerated automation and changed store operations. However, store operations and LP/AP operate in parallel universes and LP/AP teams were not necessarily prepared for the new risks and loss opportunities introduced with new technologies like self-checkout.  LP/AP has changed from being seen as the group that runs down shoplifters to the group focused on solving broader business problems than just theft. The key to success is focusing on how solutions solve broader business problems and then getting a seat at the table with other stakeholders to be part of the decision-making.  Some retailers were surprised by the fact that once the dust settled after the pandemic, consumers actually wanted to get out of the house and return in-person to the store. There was some miscalculation that traffic to brick-and-mortar stores would never return, but it did. And when shoppers do return, they want people there. People are still critical to the retail experience. Whether it’s helping mitigate risk and reducing theft or delivering an enhanced customer experience, associates play an important role in retail. I expect that in the not-too-distant future, key retailers will differentiate with their “good old fashioned customer service” in stores. There is a place for fully automated and frictionless, but it’s not in every store. In the future, RFID is going to be a competitive imperative for understanding inventory location and quantities. Accuracy is critical in today’s omnichannel environment. AI is also going to be used more and more to help mitigate risk.   
LINKS MENTIONED 
 
Brand Elverston Consulting
 
LinkedIn – Brand Elverston
 
BIO: 
 
Brand joined Walmart in 1995 after serving over eleven years as a Field Artillery Officer in the United States Army. He began his retail career with the field Asset Protection (AP) team but quickly transitioned to the home office AP staff serving in several key positions including Merchandise/Systems Coordinator, Director of AP Operations, and Director of AP Strategic Initiatives with primary scope over all research and development efforts, strategic systems integration, and new technology pursuits. For the last 14 months of his nearly 22-year career with Walmart, Brand was appointed the Director of the newly created Operational Execution team with responsibilities of evaluating the execution and effectiveness of key, strategic company programs at store level. Brand retired from Walmart in March of 2017 and is currently the Founder/Principal of Elverston, LLC., providing senior advisory services to risk mitigation technology providers and retailers alike.