Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

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Your email address will not be published.Required fields are marked *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
Service Provider
Solution Designer
Technology Enabler
News
DPC partners with Webhelp for the governments’ public advice and information

As of February 2019, Webhelp will carry out all public information announcements of the Public and Communication Service (Dienst Publiek en Communicatie - DPC). Through a tender, DPC has consciously chosen an innovative partner with extensive experience in service provision for the national government. On behalf of all departments and executive agencies of the central government, DPC is...

Blog
Tips to optimise your business’ cash flow

Lack of cash: all fashion brands are short of cash at some time or another. This was the reason for organising a workshop entitled: "Cash is king - How to optimise cash flow at each stage of your development". It was suggested by the Fédération Française du Prêt à Porter Féminin (French...

News
Rotterdam’s working talent brings Webhelp to Port City Rotterdam

On June29th, mayor Aboutaleb officially opened the Rotterdam office of Webhelp. The originally French business process outsourcing company is located in the Delftse Poort, right next to Rotterdam's Central Station. Next step in Customer Experiences A good chance when you contact a company or...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Case Studies
Post Office Limited®

...

×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the terms and conditions.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp terms and conditions outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook