News • 13.11.2019

Study: the digitalisation of retailers

Retailers believe they are delivering a consistent digital experience

A saleswoman looks at her tablet while shes on a smartphone call....
Source: PantherMedia / Chris DeSilver

A recent survey of 500 retailers sponsored by Eggplant, the digital experience specialist, revealed the pressures facing online digital teams in advance of busy retail season. While 92 percent of digital teams are focused on business outcomes and an omnichannel experience that delights, 60 percent fail to measure customer churn – even though around one in three (30 percent) have an average drop off rate of 50 percent or more on online properties. 

This follows recent reports that nearly 3,000 shops shut on UK high streets in the first half of this year and in July the proportion of all shops that are empty reached 10.3 percent , its highest level since January 2015. The survey, carried out among 500 digital and IT teams in the retail sector across both the US and UK, revealed that organizations are under pressure as they release an increasing number of digital products and apps, an average increase of 20 percent over last year. The relentless pace is set to continue for the next couple of years. In the US, 46 percent  release over 11 products or apps per year (compared with only 30 percent  in the UK), with 95 percent stating this is an increase from last year and 87 percent believe this trend will increase in 2020 (compared with only 75 percent in the UK).

Using AI to improve the digital experience for customers

An additional pressure point comes when it comes to skills, with one in five organizations lacking testers to ensure they deliver an omnichannel experience which delights customers. Lack of adequate skills no doubt is a reason for online retailers to turn to automation technologies, with over 70 percent of retailers deploying AI to test software and applications. Organizations are also deploying technologies such as; live chat (46 percent), native mobile apps (46 percent), and front-end web technologies (45 percent), which are only expected to play a bigger role moving forward. Over a third of retailers (34 percent) are also looking to incorporate AI to improve the digital experience for customers. When it comes to the scale of the digital experience, 35 percent of organizations are maintaining five or more digital channels, and 72 percent measuring three or more channels.

Positive side of digitalisation

On the positive side, US and UK businesses are now recognizing the importance of business outcomes and the customer experience, with 92 percent of respondents measuring the user experience via business outcomes such as customer growth (74 percent), company growth (71 percent) and revenue growth (65 percent). Those measuring customer churn believe drop off rates are due to site navigation (51 percent), site functionality (48 percent), and site performance (47 percent).

Source: Eggplant

related articles:

popular articles:

Thumbnail-Photo: App creates personalised shopping experience...
26.08.2019   #mobile payment #app

App creates personalised shopping experience

The Swiss trading company Valora is opening its first cashless convenience store

The goods are chosen, scanned and paid for using the avec smartphone app. Mobile computer vision specialists Scandit’s scan engine is a key component of the customer-facing app. The future of shopping - whether online or offline - is ...

Thumbnail-Photo: 45th anniversary of the barcode in retail
01.07.2019   #barcode scanner #qr code

45th anniversary of the barcode in retail

GS1 US celebrates the barcode’s relevance as the backbone of commerce

GS1 US®, the information standards organization best known as the administrator of UPC barcodes, this week celebrates 45 years since the debut and first scan of the iconic barcode. On June 26, 1974, a pack of Wrigley's chewing gum carrying a ...

Thumbnail-Photo: Denmarks largest garden center chain is chasing a green profile...
26.06.2019   #sustainability #electronic shelf labels (ESL)

Denmark's largest garden center chain is chasing a green profile

Electronic shelf labels for paper reduction

Plantorama introduces electronic shelf labels in all stores, which significantly reduces the chain's paper consumption. The project will strengthen the chain's green profile and will have a positive influence on the customer experience and ...

Thumbnail-Photo: New year brings new regulations
13.09.2019   #data management #receipt printer

New year brings new regulations

What are the big changes for German point of sales systems come 2020?

Big changes are coming to Germany’s point of sale systems starting January 1, 2020. Two terms that are tossed around in this connection are "Belegausgabepflicht" (Receipt Provision Ordinance) and ...

Thumbnail-Photo: drs//POS – The POS system for many check-out situations...
13.09.2019   #pos systems #cashpoints

drs//POS – The POS system for many check-out situations

With the POS system developed by Superdata you are put in the picture

The POS acts as an ear in the store. It affects how timely, and with what information, decision makers at the head office are in a position to assess developments in the store and are able to respond appropriately to the situation.With our POS ...

Thumbnail-Photo: retail trends 3-2019: focus checkout zone
16.09.2019   #mobile payment #customer satisfaction

retail trends 3-2019: focus "checkout zone"

Shopfitting, technology, marketing: What does a checkout have to do nowadays?

Read our latest edition retail trends 3-2019 online as an e-paper. ...

Thumbnail-Photo: Retail Asia Conference & Expo (RACE)
07.10.2019   #online trading #retail

Retail Asia Conference & Expo (RACE)

As the leading retail exhibition in Asia, RACE is taken place from 6 – 8 May 2020.

As the leading retail exhibition in Asia, RACE is recognised as the must-join event among the industry’s most influential retailers and customers. RACE features three focus areas: Retail technology, retail design & in-store marketing ...

Thumbnail-Photo: Retail service robots – helper or footfall generator?...
22.07.2019   #pos marketing #services

Retail service robots – helper or footfall generator?

Using drag and drop to train the new coworker

Many of us know their faces, even if we have never met them in person. One of these faces belongs to Pepper, the humanoid robot. It has fast become a media star. ...

Thumbnail-Photo: Nets and Swish partner on in-store payments pilot...
23.07.2019   #mobile payment #mobile terminals

Nets and Swish partner on in-store payments pilot

Bluetooth tech enables scalable instore payments for mobile payment app

Nets, a European payments company, and Swish, the number one payments app in Sweden, announce their collaboration on an in-store payments pilot program.Until now, Swish has mostly been used for account-to-account transactions and, more recently, ...

Thumbnail-Photo: Online retail sales to exceed 6 trillion dollars by 2024...
18.09.2019   #online trading #e-commerce

Online retail sales to exceed 6 trillion dollars by 2024

Average online customer spend will surpass 1,000 dollars globally per annum

New data from Juniper Research has shown that the total transaction value of remote payments for digital and physical goods will exceed 6 trillion dollars by 2024; representing a growth of 53 percent from 2019.The new research, ‘Mobile & ...

Supplier

Delfi Technologies GmbH
Delfi Technologies GmbH
Landgraben 75
24232 Schönkirchen
Permaplay Media Solutions GmbH
Permaplay Media Solutions GmbH
Aschmattstr. 8
76532 Baden-Baden
APG Cash Drawer
APG Cash Drawer
4 The Drove
BN9 0LA Newhaven
iXtenso - Magazin für den Einzelhandel
iXtenso - Magazin für den Einzelhandel
Celsiusstraße 43
53125 Bonn
Superdata GmbH
Superdata GmbH
Ruhrstr. 90
22761 Hamburg