How Retailers are Leveraging Technology to Blend Online and In-Store Customer Experiences

December 21, 2021
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The way consumers order and procure goods and services has significantly changed over the past couple of years. Consumers have become accustomed to the convenience of online shopping and they aren’t likely to fully revert to previous shopping habits. According to McKinsey & Company, the U.S. ecommerce penetration saw 10 years’ worth of growth in the first 90 days of the pandemic alone.

To adjust to these evolving customer preferences, many retailers continue to rapidly accelerate their shift to digital commerce. Digital commerce not only enables retailers to thrive, it creates efficiencies, improves customer experience, and meets the ever-changing demands on the supply chain. Increasing digital operations requires retailers to be more digitally agile than ever before—transforming the customer experience by blending physical and online retail.

In order to keep up with the demand, retailers need to embrace technology that offers their customers options for online/mobile ordering, apps for line busting, and contactless payment through digital wallets or QR codes. A recent Deloitte retail industry outlook cited that only three in 10 executives rated their organizations as having mature digital capabilities and, as such, many are planning “major” investments in e-commerce, contactless capabilities, and store technology upgrades in 2022. For retailers, the transformation is still in motion as they continue to implement the technology that can help improve the in-store customer experience (CX), grow revenue, and cut costs.

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Retailers are re-thinking how technology can improve customer experience and retention.

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