Retail
longer an effective means to serve consumers in 2023. Instead, retailers could consider deploying mobile POS (mPOS) that can help sales associates serve their customers in any part of the store, minimising queues and improving customer satisfaction. Having an advanced mPOS that communicates seamlessly with other integrated platforms – such as order and inventory management, customer relationship management (CRM), and analytics – allows retailers to strengthen their omnichannel capabilities. Retailers must look for omnichannel technologies that can be integrated seamlessly and function in real time if they wish to set themselves apart from the competition.
With evolving demands of the sector, technology has surely become an integral part of the retail industry. How do you think technology will contribute in 2023 to drive personalisation? Bricks-and-mortar is likely to play a vital role in 2023’s shopping behaviours. eCommerce is quick, easy and convenient, but customers still flood in-store for the experience they receive - a friendly, personalised approach from in-store associates, and an environment where they can feel products, try them on and enjoy shopping. To ensure a seamless yet personalised in-store experience for customers, retailers can lean on the latest clienteling platforms that harness the power of data and allow sales associates to deliver individualised experience. Trough individualised clienteling, store associates can curate experiences of consumers based on their previous interactions. For example, letting consumers know that the item they were waiting for is back in stock or offering them with personalised discounts – all this is achievable effortlessly with a clienteling platform. Modern clienteling platforms allow associates to send bulk messages through email, text or Whatsapp while ensuring they look like they were sent individually. Tis provides retailers with a great opportunity to follow up with consumers even aſter they have leſt the store which can help them build strong relationships in the long-term. Personalisation has long
been on the list of retailers’ priorities to help them stand out from the competition. 2023 is likely to see retailers take personalisation to the next level by customising not just products and offers, but the customer experience at every retail touchpoint throughout the purchase journey to ensure a highly curated experience.
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Convenience in combination with personalisation can certainly drive consumer satisfaction. What further steps can be taken to ensure a high level of convenience for consumers? As consumers become accustomed to convenience and they demand a frictionless checkout experience. One of the key factors in the checkout experience of consumers is the waiting time. Long queues can oſten cause frustration, so retailers must have a queue-busting strategy in place. With mPOS retailers can oſten serve consumers more quickly and at any part of the store regardless of the internet connection. Tis is a game changer in minimising long queues and reducing waiting times. Queue-busting can be taken a step further, too. As was
demonstrated at NRF 2023: Retail’s Big Show, RFID powered self-checkout could soon revolutionise the retail industry. Te solution allows consumers to scan all items in their shopping basket within a matter of seconds, saving them a significant amount of time at checkout while drastically reducing overall queue times for customers.
Tere is no doubt that the retail sector has continued its technological growth rapidly in the past couple of years and the future looks optimistic. Is there anything else you would like to add looking at the future? Te retail industry has many exciting things to unveil in the near future as consumer demands continue to evolve. Retailers who want to prosper must stay up-to-date with these trends and must continue to update their tech stack with cutting-edge innovations. Taking advantage of an all-encompassing retail technology solution can help retailers sustain their growth in the long term.
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