Retailers stated that in-store, customer-facing technology is “most important” to their organizations, followed by real-time retail and unified commerce. These and other findings were revealed in the 15th Annual POS/Customer Engagement Benchmarking Survey, issued January 2014 by Boston Retail Partners.
With customer experience as the driver, customer-facing technology is critical for enabling consumers to tailor their own shopping experiences, the report indicated. Unified commerce is the means to meeting customers’ needs and providing the expected overall customer experience, and real-time retail is the key to making that happen.
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{loadposition TSHBAIAA022014} The three top-rated areas “are changing the way retailers are looking at their business,” according to the report, “as well as the way customers are expecting their experience to be with the retailer.”
In addition to customer-facing technology, real-time retail and unified commerce, the study also took a close look at retailers’ planned initiatives, priorities and trends in the following areas:
- Customer engagement;
- Infrastructure;
- Hardware;
- Software;
- Network; and
- Payment and security technology.
The report offered insights based on BRP’s client engagement and retail experience. It also identified current and future industry trends that empower retailers to continue evolving and prospering.
Responses were collected via an online survey sent during November and December 2013 to more than 500 top U.S. retailers.
Click here to access a complimentary copy of the survey report.
