Industry expertise: Retail

Customers expect a full retail experience whether they choose to shop online or in store – or both, as with Click and Collect and other multi-channel experiences. Convenience is paramount to customers, so you need to be primed for retail action whenever, however and wherever your customers want it.

The high street continues to thrive despite online competition, but will need to continually redefine itself for a digital future. Customers expect a seamless multi-channel experience and in-store connectivity like self-service screens and Wi-Fi. A digitally-enabled bricks and mortar store is crucial to delivering great service and giving customers the choice they desire.

Customers are increasingly expecting a personalised retail experience, so a deep understanding of your existing and potential customers’ needs is more important than ever to secure market share. New Wi-Fi and analytics technology can tell you how your customers browse, compare and buy from your stores – so you can offer an experience that’s right for them.

24/7 customer service and sales means nothing if your supply chain can’t keep up with demand. Supply chains have to be more than just efficient – they need to be intelligent and dynamic, too. Using Internet of Things (IoT) technology can help you improve the way goods are ordered, tracked and ultimately delivered into the hands of customers.

Your customers expect fast delivery and consistently great service at all times, no matter what sudden surge or seasonal sale is happening. You need robust systems that work with legacy technology and are flexible enough for the future to avoid the risk of websites crashing, stock misinformation or data security breaches.

Everyone is becoming more tech-savvy, but without cultural support within your business for the digital future, your customers won’t be the only ones you risk leaving unfulfilled. Customer-facing staff are your greatest brand advocates, but your employees can only be empowered to innovate if they can embrace the latest technology.