Executive Briefings

Most Say Their IT Won't Support Omnichannel Retail Functions, Study Finds

Complete integration of business-critical technologies is a major driver for success in omnichannel retail and overall retail performance, but nearly half of respondents to a recent report say their technology isn't up to the job.

Most Say Their IT Won’t Support Omnichannel Retail Functions, Study Finds

The necessary technologies includes using e-commerce websites to show in-store promotions, personalized content, pick-up methods and loyalty programs; using order management systems to offer pick-up or ship-from-store; using an in-store mobile platform to help save-the-sale; and more.

The report, titled In-Store Meets Online: Unifying the Retail Customer Experience, was sponsored by Kibo, WBR Digital and Future Stores. It identifies the three major contributors that hinder omnichannel adoption, and sheds light on retailers' success and adoption of personalization, consumer data collection and saving the sale.

Highlights include:

Almost one quarter of retailers indicated they have no targeted or personalized marketing;

77 percent of retailers use some type of mobile or tablet device to assist customers in-store;

66 percent of retailers don't offer in-store pick-up;

42 percent of retailers plan to invest in in-store pick-up in the next 12 months;

29 percent of retailers are skeptical or feel they don't have an accurate view of their inventory; and

39 percent to 54 percent of respondents claim their technology won't support omnichannel retail functions such as ship-from-store, in-store pickup and save-the-sale

Source: Kibo

The necessary technologies includes using e-commerce websites to show in-store promotions, personalized content, pick-up methods and loyalty programs; using order management systems to offer pick-up or ship-from-store; using an in-store mobile platform to help save-the-sale; and more.

The report, titled In-Store Meets Online: Unifying the Retail Customer Experience, was sponsored by Kibo, WBR Digital and Future Stores. It identifies the three major contributors that hinder omnichannel adoption, and sheds light on retailers' success and adoption of personalization, consumer data collection and saving the sale.

Highlights include:

Almost one quarter of retailers indicated they have no targeted or personalized marketing;

77 percent of retailers use some type of mobile or tablet device to assist customers in-store;

66 percent of retailers don't offer in-store pick-up;

42 percent of retailers plan to invest in in-store pick-up in the next 12 months;

29 percent of retailers are skeptical or feel they don't have an accurate view of their inventory; and

39 percent to 54 percent of respondents claim their technology won't support omnichannel retail functions such as ship-from-store, in-store pickup and save-the-sale

Source: Kibo

Most Say Their IT Won’t Support Omnichannel Retail Functions, Study Finds