For a look ahead at the trends that will animate the retail industry this year, let’s take a look back at the 2022 National Retail Federation (NRF) “Big Show” in NYC.

Attendees at January’s event were treated to tangible examples of how retail challenges are being solved today, including new solutions to help them parse customer expectations and buying patterns, adapt stores into omni-channel experience hubs, and improve data visibility and actionability.

NRF 2022 also took the “omni-channel everything” theme of last year’s show to the logical next level: Enabling the best hybrid experiences. The message came through loud and clear of the importance of integration and interoperability in this new hybrid world – making everything work well together.

The need for modern digital infrastructure to enable this blending of physical and digital retail smoothly is paramount. To that end, technology vendors demonstrated how digital transformation initiatives, such as contactless and real time IoT and mobile applications, need to be built on cloud, edge, and secure connectivity to allow retailers to achieve the modern seamless hybrid retail that today’s consumer wants.

Other prominent themes and technologies highlighted at NRF included: extending engagement in the metaverse, sustainability, physical and digital security, and the agility and adaptability imperative.

The Metaverse and Hybrid (Omni-channel) Experiences

Today, the metaverse is an extension of our lives, enhanced by technology, which exists as a series of virtual worlds. In the future, the metaverse will be an interconnected, endless world where digital and physical lives fully converge. Imagine waiting for an appointment at a real booth on the NRF show floor while your avatar roams a fully fleshed-out digital NRF, meeting other virtual attendees, stopping for coffee at the digital Starbucks, and paying for a coffee that an in-the-flesh Starbucks employee brings to them. Digital and physical selves merge seamlessly in the metaverse, as the worlds draw closer together.

In the metaverse, brands have a digital presence, too. Nike filed seven trademarks late last year, including those for “Nike,” “Just Do It,” and its swoosh logo, and posted openings for virtual designer roles, indicating its intent to make and sell virtual branded sneakers and apparel. It subsequently purchased RTFKT Studios, a company that already makes and sells NFTs and digital sneakers. (In one collaboration with teenage artist FEWOCiOUS, the company sold 600 pair/NFTs of sneakers in just six minutes to the tune of more than $3.1 million.)

The metaverse also opens possibilities for gathering data about consumers and product demand. Imagine a sneaker drop in the virtual world. Certain styles of new kicks sell like gangbusters, giving the brand insight into what might sell IRL, intelligence that leads to trend-right production and less inventory headed for markdown or landfills. The metaverse can be a vehicle for more sustainable operations.

The metaverse further bridges the narrowing gap between digital worlds and physical worlds. Most consumers aren’t outfitting an avatar, but they are moving between online and offline and expect retailers to accommodate those hybrid omni-channel journeys seamlessly. Those demands have accelerated around last-mile delivery and experiences such as buying online and picking up in store (BOPIS) or at curbside, shopping in store and returning merchandise online, adding items to a BOPIS purchase when at the store, or communicating a substitution to the third-party grocery delivery service

Hybrid experiences open opportunities to please the consumer in new ways, but they also add expense and complexity. The need to meet this demand while enabling profitability was a major theme behind many of the technologies discussed at NRF. These included artificial intelligence (AI) for recommending the right product, return logistics software for defining and guiding product-specific reverse logistics workflows, order orchestration and fulfillment applications for omni-channel shopping, and last-mile delivery visibility for optimizing customer experience, to name a few. Also on display were task management applications help to improve and optimize in-store employee engagement, as well as touch-free applications to allow for faster payments and customer self-service checkout. RFID continues to improve inventory accuracy and inventory locating on the shelf, throughout the store, and the supply chain.

Sustainability

NRF 2022 saw a strong focus on sustainability. An NRF/IBV study released at the show highlighted the significant embrace of sustainable shopping by consumers. According to the survey, 62% of shoppers are “willing to change their purchasing habits to reduce environmental impacts.” About half indicated a willingness to pay a premium – on average a 70% premium – for sustainable products and brands.

Retailers are working to improve sustainability and reduce carbon footprint across operations by using sustainable sourcing through the supply chain, the store, and even returns. Tech vendors unveiled a variety of solutions enabled by cloud/edge, AI, computer vision, and IoT/RFID to allow retailers to effectively measure and record their environmental efforts, with the goal of reducing their impact.

Several cloud and digital infrastructure providers showcased sustainability clouds and other technology aimed at asset management with the goal of reducing energy consumption, water usage, waste. Examples included using IoT sensors to reduce water usage, optimizing re-use of store assets, and dashboards that allow retailers to accurately monitor and measure carbon output. However, such sustainability solutions can be most successful when running on the next-generation digital infrastructure that helps retailers better compete and differentiate in today’s omni-channel world.

Physical and Digital Security

According to a 2021 NRF survey, 57% of U.S. retailers reported the pandemic led to an increase in organized retail crime, while 50% reported an increase in shoplifting. When IDC’s Future Enterprise Resiliency & Spending Survey, Wave 10 (November 2021) asked retailers which digital infrastructure investments would provide the greatest strategic advantage in 2022, their #1 response was “cybersecurity and recovery investments.”

A wide range of technology vendors acknowledged retailer concerns with regards to security, fraud, and loss prevention:

• Networking, connectivity, and edge vendors highlighted multilayer security solutions that promise to protect data from a range of IoT applications that utilize customer and associate data. Many offer security consulting services to address varied threats including ransomware, retail crime, and loss prevention.
• Security and e-commerce security vendors showcased solutions to prevent fraud and abuse in e-commerce applications as well as omni-channel applications such as BOPIS and curbside pickup, using AI-based analysis for identifying “bad”/risky customers and mitigating risk.
• Cloud vendors highlighted how retail clouds provide consistent, reliable identity management and data security.
• POS/payments/store technology vendors emphasized their ability to handle payments securely from any platform with multifactor tokenization, improved identity techniques such as biometrics and voice authentication, as well as AI-enabled and computer vision solutions for loss prevention at checkout and at the door.

The Agility and Adaptability Imperative

On display at the show were multiple flavors of the digital infrastructure technology that retailers need to achieve agile, personalized, data-driven, integrated seamless operations across the many channels of today’s retail landscape. The emphasis was apt. More than half of retailers plan to boost investment in business agility and operational agility over the next 12 months, according to IDC’s Future Enterprise Resiliency & Spending Survey, Wave 10 (November 2021).

Technology vendors highlighted their connectivity investments to enable business and operational agility and their technology investments for better ease of integration, scalability, and the ability to more easily swap out or mix and match applications with integrated platforms, open systems, hybrid cloud, and retail industry clouds.

Vendors also showed off infrastructure to better harness data while enabling its visibility, maximizing its value, and providing the data-driven personalization essential for competitive advantage and differentiation. Highlights included fast, secure connectivity, 5G and Wifi-6, and edge- and cloud-enabled data and AI platforms to generate real-time insights – all designed to enable today’s omni-channel retail.

Advice for the technology buyer

Retailers should consider these key themes from NRF 2022 when making technology investment decisions for 2022 and beyond. To avoid lagging behind those retailers already moving toward thriving into the future, take action to:

• Enable the seamless, contactless omni-channel approach that today’s consumers want and expect.
• Replace legacy infrastructure that was not built to handle the modern retail environment that requires the agility and adaptability to seamlessly connect rapidly increasing volumes of data securely and more quickly than ever.

Whether sustainability, adaptability, the metaverse, or security are top concerns, addressing business needs holistically and strategically should be job #1.

Continue the conversation by downloading our Transforming retail and CPG markets whitepaper today.

Patients about to undergo a healthcare procedure understandably want the best medical professionals they can get. But how can they know which doctors have had the most experience and the best outcomes with that particular procedure? How can they make an informed decision about which doctor to select when the information they have is limited to the doctor’s practice area and subjective reviews from other patients?

MD Insider is working to solve that problem using machine learning (ML) to objectively analyze doctor performance. By analyzing data from thousands of institutions and millions of doctor-patient interactions and medical events, MD Insider identifies physician performance insights based on their experience and outcomes. Insights are then integrated into a triage engine, that enables consumers to search for and schedule appointments with providers who meet their clinical criteria and convenience preferences, such as insurances accepted, office hours, locations, and language.

MD Insider also offers robust data APIs to help health systems, health plans, and employers reduce costs and improve quality of care. Payers use the APIs to curate high-quality provider networks and manage provider directories. Examples of MD Insider’s data APIs include Provider Experience and Share of Practice metrics, Provider Quality and Outcomes, Network Modeling, Expert Clinical Search Taxonomy, Find a Provider, Acute-Care Hospital Quality, and Provider and Facility Metadata.

“We use Google Cloud Platform the way the cloud was supposed to be used. By comparison, other cloud providers feel like you’re renting somebody else’s data center.”

—Ed Holsinger, Lead Data Engineer and Head of Data Science, MD Insider

MD Insider is continuously ingesting the latest performance data about physicians and analyzing billions of rows of data. Requiring constant scalability, the company was born in the cloud; however, it had difficulty configuring server instances for the optimal balance of memory and CPU, and its Hadoop cluster had to be kept running 24/7. Network performance was often slow for no apparent reason. As a result, failure rates from node timeouts increased, and costs grew along with the data. MD Insider had to estimate its usage and pay up front, and received little financial benefit from sustained use commitments.

Knowing that data would continue to grow, MD Insider decided to move its data services — the most demanding and complex portion of its infrastructure — to Google Cloud Platform (GCP), and took advantage of GCP managed services for container management and big data analytics.

“One of the reasons we decided to move to Google Cloud Platform is because it feels like a unified, well-designed cloud architecture and pricing model,” says Ed Holsinger, Lead Data Engineer and Head of Data Science at MD Insider. “We use Google Cloud Platform the way the cloud was supposed to be used. By comparison, other cloud providers feel like you’re renting somebody else’s data center.”

“Moving to Google Cloud Platform and using Kubernetes Engine gave us 5x the processing power for analyzing physician performance at 75% less cost. Our data scientists have more power than ever before to generate insights for our customers.”

—Ed Holsinger, Lead Data Engineer and Head of Data Science, MD Insider

5x the performance, 75% less cost

MD Insider now uses Kubernetes Engine to automate container management and deploy clusters in minutes with just a few clicks. When hundreds of machines are required to analyze a large dataset, automation in Kubernetes Engine deploys ML models as containers, each of which manages the full lifecycle of its task, including scaling up resources, deploying results, and scaling back down when the task is finished. It’s easy for MD Insider to specify exactly how much CPU and memory each container needs, helping maximize performance while reducing costs.

“Moving to Google Cloud Platform and Kubernetes Engine gave us 5x the processing power for analyzing physician performance at 75% less cost,” says Ed. “Our data scientists have more power than ever before to generate insights for our customers. Data scoring jobs that used to take three business days now take four hours.”

Adds Galen Meurer, Senior Software Engineer at MD Insider: “Even if all Google Cloud Platform had to offer was Kubernetes Engine, I would still want to use it. Previously we spent up to 30% of our time managing our container infrastructure, which we can now use for product development.”

A foundation for data science

MD Insider was happy to find that GCP offers a wide variety of managed services. For example, the company is supplementing its Kubernetes Engine clusters with BigQuery for its big data masters and selection jobs, enabling scientists to analyze new and different types of data as well as analyze larger datasets in less time. MD Insider also uses Cloud Storage for big data staging and Cloud Dataproc to run managed Apache Spark clusters for data processing.

“Google Cloud Platform gives us an incredibly powerful cloud architecture for data engineering and data science,” says Eric Wilson, CEO of MD Insider. “That gives our scientists independence, they can do what they need to do without waiting and with no contention between them.”

A developer-friendly platform

Migrating its data services was such a success that MD Insider decided to move the rest of its infrastructure to GCP, including the front end for its web application. Since the migration, MD Insider has experienced no unplanned downtime on GCP, allowing it to easily meet the 99.5% uptime SLA it promises to customers. It’s also taking advantage of Build Triggers in Kubernetes Engine to automate container builds and reduce build times by more than 40%. Production code can be updated in seconds, with no impact to end users other than making new features available.

“GCP has simplified our workflow in so many ways, from intelligent load balancing to content delivery and automating builds,” says Matthew Frey, Software Engineer. “Everything on GCP is cohesive and developer friendly, with a superior UI and better network performance than other cloud providers.”

Ryan Beaini, Senior Software Engineer at MD Insider, agrees: “Since we moved to GCP, our developers are definitely happier. The pain and the headaches we experienced because of the limitations of our previous toolset all went away.”

“We’re a small company, but what we’re doing is incredibly important. We’re helping people make decisions about healthcare providers that could impact their lives and even be life-saving. Google Cloud Platform is helping us make our mission bigger, better, and brighter.”

—Eric Wilson, CEO, MD Insider

Securing billions of rows of clinical and non-clinical healthcare data

As a healthcare technology company, MD Insider processes billions of rows of clinical and non-clinical healthcare data. To control user access to GCP, it uses Identity & Access Management (IAM) along with Yubico YubiKeys for hardware-based two-factor authentication when logging into Google Workspace. MD Insider takes comfort that GCP encrypts data at rest by default, and encrypts and authenticates data in transit when data moves outside physical boundaries not controlled by Google or on behalf of Google.

“On GCP, everything that we need to be encrypted for compliance purposes is encrypted, which is fantastic,” says Eric. “When I tell our potential clients and partners about the resources that Google has dedicated to security, it gives them the confidence that their data will be protected.”

Transforming how teams work

As a growing company, MD Insider must collaborate seamlessly between offices in California, Colorado, and Illinois. It relies on Google Workspace for communication and productivity, using Docs, Sheets, and Slides to drive the business. Employee and team files are stored in Drive, and meetings are conducted via Google Meet with Chromebox for Meetings videoconferencing hardware kits. Google Workspace also helps MD Insider maintain information security by authenticating email domains with digital signatures in Gmail and scanning outgoing email using Gmail Data Loss Prevention (DLP).

“I use Google Workspace every day, and everyone else here does too,” says Eric. “Team Drives are a big time saver for us. We’ve let our previous office software expire, because there’s no need to pay for those licenses anymore.”

Promoting healthcare transparency

With GCP helping MD Insider increase velocity and momentum, the company is making exciting progress. For example, it has entered into a strategic partnership with Zelis Healthcare, which will use MD Insider’s API to provide insights for a next-gen analytics platform that will give health plans unprecedented transparency around physician performance.

“We’re a small company, but what we’re doing is incredibly important,” says Eric. “We’re helping people make decisions about healthcare providers that could impact their lives and even be life-saving. Google Cloud Platform is helping us make our mission bigger, better, and brighter.”

*Google Workspace was formerly known as G Suite prior to Oct. 6, 2020.