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buying power. Across all industries, self-
service channels are becoming the preferred
choice for consumers. Now they are looking
for business to meet their unique lifestyle,
catering to their needs wherever they are –
on the train, at the office, on the bleachers at
a sports game or even on vacation.
In fact, 83 percent of shoppers are
more likely to choose one retailer over
another if they make it easier for customers
to personalize and control where, when
and how they interact through their
preferred channel combinations. This is why
leadership in converged channel innovation
is central to our strategy as well, as we
help companies redefine the consumer
experience by driving loyalty and revenue
with innovations such as ATMs that refill
your bus cards, online and mobile banking
or personalized e-marketing solutions that
offer rewards based on your particular
demographics and preferences.
Most importantly, we will continue
to focus on next-generation, disruptive
innovation that will transform the banking,
retail, travel, hospitality and entertainment
industries.
Q: With technology being at the
center of NCR’s existence, what types of
technology are you excited about that you
see unfolding in the near future?
A: I get excited thinking about the role
self-service can and will play in driving
growth and delivering next-generation
consumer experiences. NCR’s job has really
only just begun…
Did you know that if self-service
technologies were more widely deployed,
the U.S. economy would be approximately
$130 billion larger annually? Today, we
are using self-service technologies to spur
economic development by finding ways
to provide the 2.5 billion “unbanked”
adults access to financial services which
in turn enables people to lift themselves
out of poverty through education and
entrepreneurship. And as technology begins
to move from the back-office to the front-
office and eventually out-of-the office, self-
service will be the driver of next generation
productivity gains and consumer experience
innovation.
At the center of all this, we will begin
to see mobility play a key role in how
technology unfolds in the future. If you take
mobile banking as an example, usages rates
by consumers have increased by 100 percent
in many countries since 2010 and others
predict that 400 million global consumers
are expected to be using mobile banking by
2014. Mobile devices have become central to
how people manage their lives, and we will
only see its proliferation continue to grow.
Looking beyond mobility, the ability for
consumers to be able to seamlessly interact
across all self-service channels – kiosk –
online – mobile – will become increasingly
important, giving consumers the ability to
start a transaction in one channel and finish
it in another.
Personalization will also play a big role
in the future as consumers look for solutions
and offers that are relevant to them. For
example, walking into a store where the
digital signage welcomes you and offers you
a coupon for the sweater you had previously
looked at online.
At NCR, we get excited about
innovation – excited about the value we can
bring to improve quality of life and standards
of living as we explore technology such as
solar powered ATMs, wireless and biometric
solutions, gesture-based kiosks, financial
inclusion solutions and converged channel
innovation.
Annandale at Suwanee, Inc.
BB&T Insurance Services, Inc.
Beverage Superstore
CFS Corporation
Commdex Consulting, LLC
Consolidated Technologies, Inc.
Lou Sobh Pontiac-Buick-GMC at Gwinnett
Norsan Group
Southern Refreshment Services
Toshiba Business Solutions
Willis Mechanical, Inc.
Yerkes Primate Research
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THE EXECUTIVE – FALL 2011
PAGE 7