Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
NordicsEnglish
NorwayEnglish
DenmarkEnglish
FinlandEnglish
SwedenEnglish
LatviaEnglish

What are the upcoming technology trends in retail?

Blog
13th October 2017

The rate of change in customer experience expectation appears to accelerate every year. A decade ago most customer service managers were overseeing a contact centre that processed voice calls and emails after the customer had made a purchase. Now, the customer experience needs to be managed across multiple channels on a far more complex customer journey that blends into the sales and marketing process.

Added to this increased complexity in business processes is a great deal of technological change, from the additional communication channels to the underlying customer database and CRM systems. Designing the processes needed to support your customers today can involve Big Data, Virtual Reality, and interactions online on dozens of networks and channels. It’s no longer just focused on answering the phone.

Retailers are facing a technological challenge. Online shopping is increasingly sophisticated and customers expect more help and advice in-store. Customers are increasingly developing a relationship with the brands they like that was unthinkable a decade ago. Imagine asking your local supermarket for ideas on how making a curry back then, yet today it’s entirely normal to send a tweet asking for recipe ideas and the supermarket brand will respond.

There are many retail trends that rely on technology, but I believe that the three broad areas where we will see change in the next 15 months – to the end of 2018 – can be summarised as:

Other changes, such as improved knowledge of the in-store location of a customer, will feed into these broad areas I mentioned, but I think that in the short term, these are the areas where we will see the most immediate change. In particular, bringing the online experience into the store and creating an improved omni-channel will probably be the biggest priority of all as there are clearly defined benefits for the customer experience and the brand – these customers spend more.

But what do you think? It’s easy to list a long list of technologies that will change retail in the next couple of years, but what would you list as the top three that will make a change by the end of 2018? Leave a comment below and let me know what you think, or get in touch on LinkedIn.


Leave a Reply

Your email address will not be published.Required fields are marked *


David Turner
Article by: David Turner

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
Blog
How can you be more like Amazon this holiday season?

An interesting article published in Retail Customer Experience challenges retailers to think like Amazon this Holiday season. Of course, Amazon is one brand that has spent many years redefining how retail works so most executives would love to think like them and Amazon had their best ever sales day last month on Cyber Monday, so what are the recommendations? Watch your data and find unusual...

Whitepaper
ATTITUDE OF UK FINANCIAL CONSUMERS TO CREDIT IN 2017

What is the UK consumers attitude to credit in 2017? How has the Brexit vote changed their views about their financial future? We wanted to know how do UK consumers feel about their credit and loans. And so, we asked 500 people to get their thoughts on just how serious our debt problem is or in...

News
Britain’s Favourite Credit Lenders Revealed

Spanish banking giant Santander tops the list of lenders UK customers would be most likely to take out a loan or credit card with, according to the most recent consumer research conducted by global customer experience expert, Webhelp. Overall 18% of the 500 consumers surveyed said they would be...

News
Which Factors Influence Your Choice of Lender?

With credit playing such an important role in our daily lives the number of businesses lending to the public is increasing. Once the playground solely of traditional financial institutions, lending is now seen as a significant contributor to the bottom line for a variety of different types of...

Case Studies
Webhelp People Analytics

...