March 04, 2006

Kioskcom Self-Service Kiosk Tradeshow in April

Coming Up in April -- biggest kiosk tradeshow for the industry takes place next month in Las Vegas at Mandelay Bay. This will be an ideal opportunity to see HR Kiosks, the Alamo Car Rental Kiosk, Financial Service kiosks and many others (noted in earlier kiosk case study entries here).

Here is a list of speakers and topics. For more information visit KioskCom site


Increasing Revenues, Usage and the Customer Experience Enterprise-Wide through Integrated Multi-Channel Self-Service
Due to the significant challenges facing the U.S. Postal Service (USPS) arising from increased competition, technological changes, and decreasing first-class mail volumes, there has been unprecedented pressure in the organization to cut costs and generate revenue to maintain financial viability. USPS initiatives have expanded access to improved customer service without increasing costs while maintaining brand identity enterprise wide.

The results have been phenomenal - expanded customer access across the country in the form of the USPS Automated Postal Center kiosks, and, which offers self-service convenience from your home or office.

Attend this presentation and learn:
1. How the USPS focused on its customers to develop action plans to be more competitive.
2. How the Automated Postal Center has created positive results for the USPS.
3. How the USPS maintained brand identity and service continuity over various customer touch-points
4. What is planned in the near-term future as the USPS continues to use self-service strategies to serve its customers.

10:30 - 11:30 AM

Increasing Sales by Tapping into the Multi-Channel Consumer

Track: Revenue Generation
The convergence of offline and online retail heralds a new era for consumers: The multi-channel era. Retailers have spent the past few years defining multi-channel strategies, but only now has the mainstream multi-channel consumer finally arrived. Through in-depth analysis and interviews of consumers who research and shop across channels, Forrester Research has uncovered new behavior patterns and demands that are catching many retailers off guard.

Learn how retailers are using kiosk solutions to increase revenues by meeting these new and changing customer expectations to provide a richer customer experience.

Attend this Presentation and Learn:
# How kiosks enable retailers to engage and sell to multi-channel consumers
# How consumers think about and use kiosks and other in-store technologies.
# About the changing demographics, demands, and value of multi-channel consumers.


Tamara Mendelsohn, Analyst, Consumer Markets, Forrester Research

Transforming Non-Profitable Operations into Automated Revenue Generating Functions

Track: Business Solutions
Bill payment applications have proven themselves in many environments, led by the mobile telephone industry. Cellular South is using kiosks for bill payment in all of its new stores, and requires in-store payments to be made at the kiosk. The results are impressive. The kiosks have eliminated cash handling by employees, improved accounting and, most importantly, made making payments more convenient for customers.

The company�s employees are now focused on sales and customer service, and sales have increased. No positions have been eliminated, though job requirements have changed. Learn how Cellular South developed and implemented a successful kiosk program throughout its territory in the Southeastern United States.

Attend this Presentation and Learn:
# How to Use Kiosks to Efficiently Collect Payments
# How to Transition Staff Positions from Cashiers to more Sales-Oriented Employees,
# How to Move Customers Accustomed to Cashiers to Use Kiosks


Amy Mason, Retail Operations Manager, Cellular South

Rob Mason, Systems Integration Manager, Cellular South

Glen Fossella, Vice President of Marketing, Source Technologies

Kiosks as a Marketing Vehicle: Content, Customization, and End-User Benefits in Non-Traditional Kiosks

Track: Improving the Customer Experience
Creating a consistent look and feel in various environments, displaying high-quality video with remote monitoring and content management was the problem facing SAS� Video Communications and New Media group. Visitors to SAS headquarters and other SAS locations globally must be provided access to access to consistent, quality information regarding SAS products and services, while SAS� marketing group must reach a global audience of customers using innovative, media-rich content.

The SAS Network Kiosk system was developed internally and consists of three distinct pieces: Software Toolkit, Remote Administration and Media Content. Each kiosk location is frequently evaluated based on the site�s potential user traffic, readiness, and other strategic measures. Each site has unique content while maintaining a consistent look throughout the network

Attend this Presentation and Learn:
# How to generate executive level support for kiosks
# How to measure ROI in a Non-Traditional kiosk environment
# How to customize the kiosk experience to reach various target audiences
# How to extend a brand identity through the use of kiosks
# How to Build a kiosk system to leverage existing and new content to reach target audience


Michael Penwell, Project Manager, Video & New Media, SAS Institute

11:45 AM - 12:45 PM

Increasing Incremental Revenue and Traffic through Automated Retail

Track: Revenue Generation
McDonald�s, the largest restaurant chain in the world, wanted to leverage its locations with an additional attraction that would help drive traffic and food sales in its restaurants. A new business venture, Redbox, with its own business model and unit economics, was created to drive new customers to McDonald�s restaurants. The low-priced, conveniently-located DVD rental kiosks have become extremely popular in a handful of test markets, so much so that Coinstar invested significantly in the program, with plans to distribute the kiosks at supermarkets. It now has deployed more than 800 kiosks and rented in excess of five million DVDs.

Attend this Presentation and Learn:
# How McDonald�s leveraged its ideal locations and extended its brand
# How the DVD Rental business made sense for Redbox.
# How Redbox built its business model and scaled up quickly


Gregg Kaplan, Chief Executive Officer, Redbox Automated Retail, LLC

Increasing Efficiency & Reducing Operational Expenses through Automated Human Resource Kiosks

Track: Business Solutions
With a mobile and geographically-dispersed workforce, Swift Transportation was unable to deliver timely information to its drivers about human resources issues, company information and benefits. Driver retention is an important issue, and the company needed something to connect its workers with the company and drive loyalty. Swift deployed a network of kiosks in its terminal locations, providing each employee with access to HR and payroll information, as well as individual e-mail accounts to help drivers communicate with family members while on the road.

Attend this Presentation and Learn:
# How to Set Up and Deploy a Network of Kiosks in a Wide Geographic Range
# How to Save Costs in HR and Communications to Employees
# How to Introduce and Market a Kiosk Program to a Diverse Work Force


Barbara Kennedy, Vice President of Human Resources and Safety, Swift Transporation

Kristie Fancher, IT Project Manager, Swift Transportation Company, Inc.

Tiffany Springan, Director of Development and Communications, Swift Transportation Company, Inc.

Using Kiosks to Create an Interactive Branded Merchandising Solution

Track: Improving the Customer Experience
Getting attention for a product or service in a crowded retail space can be challenging. For in-store services, it�s easy to get lost among competing messages vying for customers� attention.

Many smart marketers have established their brand inside the store by offering their service at a kiosk. For example, AmeriGas installed kiosks in Home Depot stores for the exchange of propane tanks, with bright signage and distinct branding, and have extended their brand well beyond the normal business operations. By enabling customers to do business with your company at an in-store kiosk, you can create a memorable brand marketing experience.

Attend this Presentation and Learn:
# How In-Store Kiosks Can Create a Distinctive Brand Marketing Identity
# How to Capitalize on Your In-Store Presence
# How Several Companies Have Created Dynamic In-Store Presence With Kiosk Signage


Robert Fort, Director of Information Technology, Virgin Entertainment Group

2:15 - 3:15 PM

Increasing Incremental Sales & Store Traffic Through Off Premise Kiosks

Track: Revenue Generation
Duane Reade�s motto is �Everywhere You Go.� The pharmacy wanted to be present in places like hospitals and doctors� office buildings as a convenience for customers. The process had to be convenient and fast, and comply with government requirements. Duane Reade wanted to make its pharmacy staff available for consultations from these locations as well. They have installed kiosks in 50 outside locations, plus 10 in 24-hour Duane Reade stores. Customers can drop off prescriptions at the kiosk, or use live video conferencing with a pharmacy staff member, any time of day.

Attend this Presentation and Learn:
# How Duane Reade implemented its kiosk program to include multiple components and communication with its stores and a call center
# How the program has been marketed to customers
# How Duane Reade hopes to leverage its kiosk program
# How the program saves time and money in filling prescriptions in New York


David Siegel, General Manager, Duane Reade Express, Duane Reade

Driving Customer Experience Technologies in the Enterprise � a 360� View of Customer Facing IT Strategies

Track: Business Solutions
Customers aren�t in the habit of asking retailers for more self-service tools. They must be initiated by retailers in a way that is welcoming; all the while pointing out the advantages the technology provides the customer. It�s the customer experience that drives the increased sales and loyalty the technology is designed to create � the advantages gained by the retailer aren�t relevant to the customer.

By formulating strategies that surround the consumer with coherent tools, consistent messages and maximum brand experience, today�s retailers can win sustainable customer loyalty; drive sales and fuel long-term profits. To do so requires a roadmap for organizing a 360� view of customer-facing technologies.

Attend this Presentation and Learn:
# Practical steps toward implementing a highly efficient and effective self-service program across multiple channels.
# The disastrous effects of poorly implemented self-service initiatives
# What technology is driving powerful customer connections
# How to develop a model for effectively leveraging content, technology tools and in-store assets to deliver world-class self-service initiatives


Bradley Walker, Founder and CEO, Nanonation

Tales from the Trenches: Creating Engaging Content to Increase Customer Usage

Track: Improving the Customer Experience
First impressions last forever � especially on customers.. It doesn�t take a major design flaw to doom a kiosk - the customer interface must engage the customer and provide an easy-to-use path to accomplish a task. The importance of designing a user-friendly interface, including making sure all the components work together as designed, can�t be overestimated.

Francie Mendelsohn has personally field-tested thousands of kiosks throughout the world. Through the use of dozens of real-world case studies, this presentation will expose the good and bad of current kiosk design. Learn the most frequent mistakes made in the marketplace, and how to avoid the pratfalls that sometimes happen to good kiosk ideas. You�ll see many examples of excellent customer interfaces from all walks of the self-service market.

Attend this Presentation and Learn:
# How to Avoid Common Mistakes in Designing a Customer Interface
# What Works, and Doesn�t Work, in Today�s Self-Service Environment
# Steps to Ensure Your Kiosk Project�s Customer Interface are User-Friendly.


Francie Mendelsohn, President, Summit Research Associates

3:45 - 4:45 PM

Creating Sales Lift & Increasing Advertising Revenues - Understanding the Metrics & Measurement of Kiosk Networks

Track: Revenue Generation
Self-Service applications in retail environments can help increase store revenues and grow a business by suggesting additional purchases and eliminating queues, and thus increasing the number of sales processed. To be effective, management must encourage store personnel to act as proponents of the technology, as well as clearly demonstrate to customers the value of using the kiosks and self-service technology. Other challenges include deciding on kiosk locations, appropriate signage, and developing consistent branding across all channels.

Businesses must make sure their self-service options work flawlessly and build incentives for customers to use the kiosk. With financial transactions, businesses must go the extra mile to assure customers that their transactions are safe and secure. Companies that have succeeded at this include Home Depot, Wal-Mart, Subway, Domino�s. the USPS.

Attend this Presentation and Learn:
# How Revenue-Generating Kiosks Can Effectively Complement a Store�s Sale Force
# How to Use the Kiosk to Create More Sales
# How to Position the Kiosk and Promote It in the Retail Environment


Joseph Finizio, POPAI Vice President, Member Services and Digital Signage Working Group

Improving Employee Communications and Increasing Operational Efficiencies with Kiosk Based Employee Self-Service Portals

Track: Business Solutions
At its Napoleon, Ohio plant, the Campbell Soup Company wanted to improve its efficiency in handling human resources functions for its 1,700 employees, 90 percent of whom are non-salaried. Campbell wanted to proactively address issues such as employee benefits, scheduling vacation and overtime, and resolving schedule conflicts.

The business solution Campbell�s devised was to deploy self-service kiosks in its plant. Employees � for the first time ever - were able to proactively look up information about payroll and benefits, vacation and overtime scheduling, as well as catch up on the latest Campbell�s Soup news and advertisements, on their own time and to take as long as they wanted to ensure they understood and completed their session.

The effect was that senior management spent less time dealing with these non-revenue generating issues, and could focus on those that were, while the employees felt empowered to take a proactive approach to their human resources issues.

Attend this Presentation and Learn:
# How to Effectively Deploy Human Resources Kiosks in a Manufacturing Setting
# How to Build Content and Make it Available As Needed
# How to Manage a Deployment and Get Buy-in From a Non-Salaried Work Force


Tony Catalano, President, New Labor Strategies, Inc.

Flemming Scott Jr., Human Resource Manager, Campbell Soup Supply Company

Creating Branded Extension & Increased Distribution by Enhancing the Customer Experience

Track: Improving the Customer Experience
The Independence Visitor Center (a cooperative effort of area organizations to promote the Greater Philadelphia (PA) area) needed to extend its reach beyond area visitor centers and hotels and increase local brand exposure and traffic to local sights and attractions. It was important to provide regional visitors and residents access to tourist information with accurate directions to various regional and historical attractions.

IVC spent several years researching the best solution to their business need, and chose to develop Electronic Sales Agents (or virtual concierges) through a network of regional information kiosks � providing up-to-date information on attractions, restaurants and hotels in an easy-to-use format. The kiosks were placed in high-traffic visitor locations, including shopping malls and parks.

Attend this Presentation and Learn:
# How to use Kiosks to Boost Interest in Tourism and Help Visitors Access Information
# How to Coordinate the Efforts of Multiple Interests to Create a Successful Project
# How to Create the Right Mix of Content and Capabilities in a Multi-Location Kiosk Project.
# How to Create a Realistic ROI projection in a Tourism Kiosk Program


William W Moore, President & CEO, Independence Visitor Center Corporation

Tuesday, April 11, 2006

9:00 - 10:00 AM


How Self-Service Kiosks Serve More Customers in a QSR - Increasing Orders Per Hour, Average Price Per Order, Upsell and Speed of Service
Lost customers to competitors due to a lengthy wait during the lunch-hour crunch at a busy on campus Subway, combined with the challenges of improving order accuracy in a rushed environment led Subway to the critical business decision to implement self-service ordering kiosks.

The kiosks helped increase the average ticket price by over 25%, and the average number of orders processed per hour by 10, while reducing operational, staffing and food line expenses.

Attend this presentation and learn:
1. How a Subway Franchisee determined kiosks were the correct business solution
2. How the make the business case for kiosks
3. How to get buy-in from employees
4. How to facilitate installation of self-ordering kiosks
5. How to increase customer usage

10:30 - 11:30 AM

Improving ROI by Maximizing Payment Flexibility and Payment Choice in Your Self-Service System

Track: Revenue Generation
Customers aren�t all the same, and they certainly don�t all want to use the same method of payment when using self-service. Rather than choosing between cash, credit, debit and other forms of payment, customers want to choose how to pay for each transaction. Often cash is overlooked as a method of payment.

By building multiple payment choices into self-service kiosks, the opportunity for increased revenue is enhanced. The right choice will maximize transactions and customer satisfaction. The wrong choice can mean failure of your self-service system deployment. This presentation discusses how Sports-O-Zone, OEM of a system that enables consumers to self-sanitize their sports equipment, teamed with MEI to select, integrate, deploy and test the optimum payment system for their business model.

Attend this Presentation and Learn:
# How to Determine the best Payment Acceptance Model for your Kiosks
# How to Incorporate Cash Acceptance into a Self-Service System
# How to Manage and Maintain a Network of Cash Accepting Kiosks


Pat McKenna, President, Sports-O-Zone

Andrew Osborne, Global Marketing Manger, MEI Retail Division/MEI Global

Achieving your Business Objectives through Self-Service Technology - Tips & Tricks to Optimizing your Kiosk Project

Track: Business Solutions
The successful implementation and operation of a best-in-class, self-service kiosk program for your organization requires steps similar to many enterprise-level IT projects. However, the unique nature of the unattended kiosk environment places additional requirements on organizations not familiar self-service software and hardware.

You can reduce the risk of failure by developing a plan to avoid the five most common oversights found in kiosk deployments. This presentation includes real-world examples from leading businesses with successful kiosk projects in production.

Attend this Presentation and Learn:
# To identify the most common oversights that doom a self-service deployment
# To quantify the incremental ROI generated by avoiding the oversights
# To understand the technologies and processes required to address those oversights
# The key components of the self-service process workflow and how those components impact your project�s success
# How to ensure success through best practices and lessons learned from real-world case studies of successful projects.


Lori Ann Whiteside, Senior Analyst, Boeing Employees' Credit Union

Robert Ventresca, Director of Marketing, Netkey

Reducing Employee Turnover and Creating More Efficient Applicant Screening

Track: Improving the Customer Experience
Employee turnover is both costly and ineffective, creating a significant issue for employers. The best way to reduce turnover is to hire the right individual in the first place.

Automating the hiring process in retail, can quickly eliminate poor candidates, and allow store managers to focus on building better teams, improving the customer experience, and ultimately, increasing both the average purchase amount as well as increasing customer loyalty and repeat purchases.

Self-service kiosks allow potential hires to complete electronic job applications, and can quickly eliminate those that are not suitable for hire, and move to the top those who best match an employers need. Additionally, this allows for multiple stores to share the same database, making it possible to extend the applicant base across the entire organization.

Attend this Presentation and Learn:
# Why kiosk based electronic applications help increase store and manager productivity
# How to Design a Kiosk for Accepting Employment Applications
# How to Strategically Select In-Store Kiosk Locations to Encourage Quality Applicants
# How to Reduce Risk of Bad Hires Through Kiosk Screening


Stephen Strohecker, Senior Manager of Strategic Initiatives, GIANT Food /Ahold USA

Aaron Hagle, Director of Retail Sales, Agilysis

Doug Peter, President, St. Clair Interactive Communications Inc.

11:45 AM - 12:45 PM

Boosting In-Store Sales: Increasing the Customer Experience and Spend

Track: Revenue Generation
Levin Furniture wanted to qualify buyers at pre-determined purchase levels before the shopping experience began, increasing the likelihood that buyers who want to purchase on credit are able to complete their transaction. Working with Apunix, Levin developed a self-service kiosk application that allows customers to privately pre-qualify for big-ticket purchases, so that customers can shop with confidence at a selected price level. As a result, the value of the average sales transaction increased 32 percent. Levin sales staff was more efficient, as they did not waste time on non revenue-generating activities.

Attend this Presentation and Learn:
# How to direct customers to check their ability to pay in a secure, private environment
# How the Pre-Qualification Process Results in Higher-Priced Purchases
# How the Strategy of Pre-Qualifying Customers can be Extended to Other Retail Lines


Basil L Hawanchak, Vice President, CFO, Levin Furniture Company

Pitfalls and Successes--Analysis of a 14-year-old kiosk program�s successes and failures.

Track: Business Solutions
An aging fleet of kiosks, which had been highly successful for the Oregon Employment Department, had to be replaced and updated. The replacement project was required to reduce costs of communication and maintenance. 112 out-of-date kiosks were replaced at an unexpected low cost for hardware and enclosures. Shelled and desktop units were developed and placed in libraries. The system delivered 333,000 pages per month in 2004, or 11,000 views per day. The system has more than 450,000 users per year.

Attend this Presentation and Learn:
# How to Manage a Major Kiosk Replacement Project
# How to Incorporate New Requirements in a Replacement Project
# How to Reduce Costs on a Kiosk Project.


Alan Rogers, Information Systems Specialist, State of Oregon Employment Department

Increasing Sales and Upsell While Extending Reach Through Digital Photo Kiosks

Track: Improving the Customer Experience
Digital photography is a $4 billion market, and U.S.-based retailers own just 30 percent of that business. How can retailers increase their market share? Expansion into locations including gift shops, malls, coffee shops and airports will make them even more accessible and trusted. Photo kiosks offer retailers immediate revenue generation, increase in-store traffic and provide a valuable experience to customers.

Given the surge of consumer purchasing, interest and understanding of digital photography, retailers of all types are now presented with an opportunity to increase revenues and customer satisfaction by deploying digital photo kiosks.

Attend this presentation and learn:
# Why Kiosks Build Foot Traffic and Revenue at Retail
# The Most Used and Profitable Features for Photo Kiosks
# Consumer Acceptance and Usage Patterns
# Expanding Your Reach Through Off-Premise Kiosks
# Successful kiosk strategies


Gary Pageau, Group Executive, content development and strategic initiatives, Photo Marketing Association

2:15 - 3:15 PM

Increasing Customer Purchases through Interactive Digital Signage

Track: Revenue Generation
Digital displays on the retail floor are a relatively new medium, and creating compelling messages that influence purchasing behavior is a challenge. Marketers are experimenting with different forms of content to accomplish the goal of increasing the number and value of customer purchases.

Consumers have begun to recognize and respond to products tailored to their personal needs or tastes. Marketers can make their pitches to customers in ways and places that have never been available before, and must do so before their competition does. The use of targeted digital signage, using content tailored to the particular shopper, is a state-of-the-art method for increasing purchases

Attend this Presentation and Learn:
# How to Use Digital Signage Technology on the Retail Floor to Influence Consumer Behavior
# How Marketers are Reaching Out to Consumers in Retail Aisles to Build Sales
# How to Create and Manage Content with Digital Displays


Robert Grawet, Director, Interactive Digital Signge, SMART TECHNOLOGIES, Inc.
Joseph Finizio, POPAI Vice President, Member Services and Digital Signage Working Group
How to Interpret Analyst Reports to Better Decision Making and Execution for a Successful Kiosk Deployment

Track: Business Solutions
This session gathers a leading panel of analysts who will conduct an interactive discussion focused on how organizations can best interpret and then apply the data found in their reports and analysis to help decision making and execution for a successful kiosk deployment. The panel will be moderated by longtime industry expert Ron Bowers, Senior Vice President, Frank Mayer & Associates.

Ron Bowers, Senior Vice President, Frank Mayer & Associates

Kerry Bodine, Senior Analyst - Customer Experience, Forrester Research
Rufus Connell, Research Director - Information Technology, Frost & Sullivan
Francie Mendelsohn, President, Summit Research Associates
Mike Liard, RFID Research Program Director , Venture Development Corporation

Posted by keefner at March 4, 2006 10:03 AM