Research & Trends: Growth In Digital Consumerism Drives Self-Service

By Sahir Anand, Aberdeen Group

Data from Aberdeen's November 2009, Automated and Connected Store report indicates that on average more than a third (36%) of retailers plan to use varied self-service tools and systems within the next 12 months. Our data shows that selfservice will be a vital link in the retail customer transformation strategy in the next two years. This report highlights the current pain points and strategies that are shaping use of self-service business processes and technologies in retail and related industries.