Strategic Priorities for Omnichannel Retailers over next 3 years

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Stores remain the center of Action

  1. Experiential kiosks with augmented reality, interactive digital displays, digital signage, location based personalization, are multiple initiatives retailers are considering for 2015 and beyond
  2. Digital Advisory Sales Tools and technologies to equip associates with in-the moment 360-degree view on customer, enterprise level inventory information, mobile PoS and in-built intelligence to provide the right recommendations (product recommendations/ substitutes/ alternate fulfillment options etc.) are very much on the cards

Initiatives around customer analytics, insights and personalization in-store and on digital channels

2015 is definitely expected to be the year when many retailers’ insights and big data initiatives are expected to start producing results that truly up the game when it comes to context-aware marketing and personalization.

Cross-channel integration, Flexible and Fast Fulfillment

Cross-channel integration is expected to see a good amount of investment, specifically in terms of added fulfillment choices for the customer through enabling stores to double up as fulfillment hubs.

IT Security and security management

Over 75% of retailers are either already investing in threat management, vulnerability and data security solutions or tightening their internal Identity and access management solutions.

Investments in online channels – re-platforming/ platform upgrade, responsive design, international websites, marketplace etc.

Internationalization is a factor that has forced some retailers to relook their existing commerce platforms. It poses the need for an upgrade / transition to platforms that support the multi-language and multi-tenant requirements and also, in some cases, the marketplace needs that come with this strategy.

Customer Mobility – better apps, responsive design, better features, mobile payments, in-store mode etc…

Mobile becomes a pivotal touch point for retailers in connecting online and in-store experiences. It’s all about re-visiting the mobile experiences delivered to their customers and ensuring they are personalized, in context, location-aware and cutting edge.

A host of retailers are testing variants of Beacon based implementations and Digital payments like Apple Pay, Google Wallet.

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