89% of Retailers Plan to Offer Mobile Solutions to Associates within Three Years
Boston, MA (PRWEB) - According to a new report from Boston Retail Partners (BRP), the mobilization of retail and a renewed focus on customer centricity is the catalyst for the new retail paradigm of unified commerce. According to the 2017 POS/Customer Engagement Benchmarking Survey, retailers understand that the always-connected consumer expects a personalized, seamless experience wherever, whenever and however she shops and they are focused on delivering a unified customer experience.
“Unified commerce goes beyond omni-channel, putting the customer experience first, breaking down the walls between internal channel silos and leveraging a common commerce platform,” said Brian Brunk, principal at BRP. “Retailers are moving in this direction with 71% planning to have a unified commerce platform within three years.”
Critical to unified commerce are the four key pillars that define the required customer experience: personal, mobile, seamless and secure. Personalization of the customer experience is key and offering more mobile options and real-time retail are necessary to make the experience seamless across channels. To ensure the trust and loyalty of the customer, data security is also critical.
BRP’s 2017 POS/Customer Engagement Survey of top North American retailers offers insights into retailers’ current priorities and initiatives as the digital and physical worlds converge to facilitate a seamless experience across channels.
The key customer experience trends driving today’s initiatives are:
PERSONAL – Today’s informed consumer researches products and shops anywhere and anytime and she expects a personalized experience wherever she shops.
MOBILE – Having a constant, virtually unlimited array of information at our fingertips through mobile devices has changed the shopping experience and elevated customer expectations for customer service.
SEAMLESS – Real-time retail is the ability to deliver a seamless and personalized experience to the customer whenever, wherever and however she chooses to shop.
SECURE – Today’s retail environment requires security beyond retailers’ current focus on payments and networks.
To download the complete 2017 POS/Customer Engagement Benchmarking Survey, visit: https://bostonretailpartners.com/2017-pos-survey.
The 2017 POS/Customer Engagement Survey platinum sponsor is Manhattan Associates and the gold sponsors are Aptos, Diebold Nixdorf, EarthLink, Experian Data Quality, Fujitsu, PCMS, Salesforce Commerce Cloud and Tata Consultancy Services.
BRP was founded in 2009 by retail industry-recognized thought leaders and became an EarthLink subsidiary in 2016. BRP is an innovative and independent retail management consulting firm dedicated to providing superior service and enduring value to our clients. BRP combines its consultants' deep retail business knowledge and cross-functional capabilities to deliver superior design and implementation of strategy, technology, and process solutions. The firm's unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment helps clients to achieve their business potential. BRP’s consulting services include:
For more information on BRP, visit http://www.bostonretailpartners.com.
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