News • 25.01.2022

Consumers demand personalized and streamlined omnichannel experiences with mobile apps taking center stage

CI&T releases annual connected retail report

A person with colourful nails using a smartphone; Copyright: Rob...
Source: Rob Hampson/Unsplash

CI&T Inc announced the release of its annual Connected Retail Report. This report ranks leading physical retailers on their omnichannel shopping experiences, setting a benchmark for the year ahead.

Target replaced Nordstrom in the top position (up from second in 2020) with its search, buy, fulfillment, and returns scores, combined with near-perfect relationship-building and cart scores. While 2020 was a monumental moment for omnichannel overall, 2021 presented an opportunity for a big shake-up, as reflected in the drastically different top ten rosters year over year. In addition to Target, Home Depot and Walmart were the only connected retailers to make it into the top ten for a second time, demonstrating how many retailers have caught up to and surpassed the original top ten. Further, the average total score across the top ten this year was significantly higher than the average total score across the top ten last year. Noteworthy, new to the top ten brands this year - Apple, Levi's, and DSW deserve mention for their visual, enjoyable and customizable user experiences.

CI&T’s Connected Retailer Ranking:

  • Target
  • Apple Store
  • Sephora
  • Home Depot
  • DSW
  • Levi Strauss
  • Nike
  • Walmart
  • American Eagle
  • Ulta

"Last year we saw retailers rapidly implementing connected retail experiences in response to the pandemic altering shopping habits nearly overnight," said Melissa Minkow, Director of Retail Strategy at CI&T and co-author of the report. "Now it is clear those changes are here to stay and retailers must use connected retail strategically to build deeper and lasting relationships with their consumers in order to stay relevant."

From app flow and buy online pick up in store (BOPIS) to site search and ease of returns, overall retailers have improved on their connected retail experience after the onset of the pandemic first forced them to expand their offerings. According to the report, sixty-eight percent of consumers intentionally seek out retailers with omnichannel experiences, with apps being their preferred way to shop online. Consumers are taking a digital-first approach to shopping, and they expect retailers to facilitate this new normal.

Source: CI&T

related articles:

popular articles:

Thumbnail-Photo: Zebra: Using transparency to combat losses and shrinkage...
24.05.2024   #Tech in Retail #personnel management

Zebra: Using transparency to combat losses and shrinkage

Companies in the retail sector like Lowes Food, Belk’s and Vera Bradley are gearing themselves up for the future with cost optimisation strategies.

Loss prevention is playing an increasingly important role in reducing inventory discrepancies.Inventory is a major challenge for companies in the retail sector: 82% of retailers in Zebra's latest 16th Annual Global Shopper Study say that ...

Thumbnail-Photo: Cash Management with the apg® Note Acceptor...
06.08.2024   #security #cashpoints

Cash Management with the apg® Note Acceptor

Stand-alone or as addition to the smarttill® Suite

Theft and counterfeit fraud are significant threats to retailers, underscoring the need for secure cash management solutions.For reliable bill validation and secure storage of high-volume bills, the apg® Note Acceptor is an essential tool. It ...

Thumbnail-Photo: Transform Customer Interactions with apg® Customizable Kiosk Floor Stand...
06.08.2024   #customer experience #kiosk applications

Transform Customer Interactions with apg® Customizable Kiosk Floor Stand

The leading provider of point-of-sale cash management and retail solutions, proudly announces the launch of its new Kiosk Floor Stand.

This innovative stand is designed to revolutionize customer service in various business environments through its high adaptability and user-focused design.The apg® Kiosk Floor Stand is unique in its ability to meet the diverse needs of different ...

Thumbnail-Photo: New digital customer experience on the sales floor...
29.04.2024   #digital signage #data warehouse management

New digital customer experience on the sales floor

Connecting stationary retail through omnichannel digital signage

The dynamics of digital change and the fast pace of customer expectations are increasing ...

Thumbnail-Photo: Introducing the Salto Glass XS Reader Series...
10.07.2024   #RFID (radio frequency identification) #access control systems

Introducing the Salto Glass XS Reader Series

Redefining Smart Access Control

Salto proudly unveils the Glass XS Reader Series, an innovative line of products ...

Thumbnail-Photo: Time saving made easy
18.07.2024   #brick and mortar retail #software applications

Time saving made easy

Use of technology in retail: focus on increasing efficiency and customer satisfaction

Task management software is one of the retail solutions designed to help shops save time and ...

Thumbnail-Photo: Intelligent shopping assistant: how can it help in the store?...
26.06.2024   #brick and mortar retail #app

Intelligent shopping assistant: how can it help in the store?

Practical examples of use in DIY stores and fashion stores

Product search, navigation, shopping basket management and checkout: intelligent shopping assistants can now be integrated into ...

Thumbnail-Photo: Introducing the Design XS Keypad Wall Reader Series...
23.07.2024   #access control #authentication

Introducing the Design XS Keypad Wall Reader Series

A New Level of Security and Convenience for Access Control

Leading global access solutions provider Salto Systems, part of SALTO WECOSYSTEM, is thrilled ...

Thumbnail-Photo: Successful customer loyalty in times of change: how to win with...
31.07.2024   #brick and mortar retail #sustainability

Successful customer loyalty in times of change: how to win with omnichannel

Challenges and trends in a cross-channel strategy

How has customer loyalty changed? Why is a well thought-out omnichannel strategy crucial ...

Thumbnail-Photo: POCOs experience: efficiency and customer proximity through digital...
30.04.2024   #customer satisfaction #digitization

POCO's experience: efficiency and customer proximity through digital price tags?

How ESL and other digital elements are used in furniture stores

POCO Einrichtungsmärkte GmbH relies on Electronic Shelf Labels (ESL). So far, 93 of the 127 stores have been equipped with this technology ...

Supplier

REMIRA Group GmbH
REMIRA Group GmbH
Phoenixplatz 2
44263 Dortmund
Zebra Technologies Germany GmbH
Zebra Technologies Germany GmbH
Ernst-Dietrich-Platz 2
40882 Ratingen
apg Solutions EMEA Ltd.
apg Solutions EMEA Ltd.
4 The Drove
BN9 0LA Newhaven
SALTO Systems GmbH
SALTO Systems GmbH
Schwelmer Str. 245
42389 Wuppertal