News • 13.11.2019

Study: the digitalisation of retailers

Retailers believe they are delivering a consistent digital experience

A saleswoman looks at her tablet while shes on a smartphone call....
Source: PantherMedia / Chris DeSilver

A recent survey of 500 retailers sponsored by Eggplant, the digital experience specialist, revealed the pressures facing online digital teams in advance of busy retail season. While 92 percent of digital teams are focused on business outcomes and an omnichannel experience that delights, 60 percent fail to measure customer churn – even though around one in three (30 percent) have an average drop off rate of 50 percent or more on online properties. 

This follows recent reports that nearly 3,000 shops shut on UK high streets in the first half of this year and in July the proportion of all shops that are empty reached 10.3 percent , its highest level since January 2015. The survey, carried out among 500 digital and IT teams in the retail sector across both the US and UK, revealed that organizations are under pressure as they release an increasing number of digital products and apps, an average increase of 20 percent over last year. The relentless pace is set to continue for the next couple of years. In the US, 46 percent  release over 11 products or apps per year (compared with only 30 percent  in the UK), with 95 percent stating this is an increase from last year and 87 percent believe this trend will increase in 2020 (compared with only 75 percent in the UK).

Using AI to improve the digital experience for customers

An additional pressure point comes when it comes to skills, with one in five organizations lacking testers to ensure they deliver an omnichannel experience which delights customers. Lack of adequate skills no doubt is a reason for online retailers to turn to automation technologies, with over 70 percent of retailers deploying AI to test software and applications. Organizations are also deploying technologies such as; live chat (46 percent), native mobile apps (46 percent), and front-end web technologies (45 percent), which are only expected to play a bigger role moving forward. Over a third of retailers (34 percent) are also looking to incorporate AI to improve the digital experience for customers. When it comes to the scale of the digital experience, 35 percent of organizations are maintaining five or more digital channels, and 72 percent measuring three or more channels.

Positive side of digitalisation

On the positive side, US and UK businesses are now recognizing the importance of business outcomes and the customer experience, with 92 percent of respondents measuring the user experience via business outcomes such as customer growth (74 percent), company growth (71 percent) and revenue growth (65 percent). Those measuring customer churn believe drop off rates are due to site navigation (51 percent), site functionality (48 percent), and site performance (47 percent).

Source: Eggplant

related articles:

popular articles:

Thumbnail-Photo: Enhanced, interactive, virtual – It’s all about the experience!...
21.11.2019   #online trading #customer satisfaction

Enhanced, interactive, virtual – It’s all about the experience!

AR and VR can boost online and offline retail

New technologies permeate all aspects of the retail business, whether it’s self-checkouts, AI or robotics. Virtual and Augmented Reality (VR and AR) are yet other components in this setting. In this interview with iXtenso, Kelly Goetsch, ...

Thumbnail-Photo: Innovative ICA store triples revenue
22.08.2019   #electronic shelf labels (ESL) #price labelling

Innovative ICA store triples revenue

Automatic price updates and product information at the shelf

Since ICA merchant, Jan Sikström, took over the ICA Ettan store in Sundsvall (Sweden) in 2016, he has almost tripled the turnover from SEK 15 million to SEK 40 million. Today, the store has 15 employees and approximately 5,000 different items ...

Thumbnail-Photo: When the product becomes the POS
19.08.2019   #mobile payment #pos systems

When the product becomes the POS

“Mobile-first” or the future of the Point of Sale

The classic Point of Sale means physical sales areas including a terminal, cash systems and queues. But this traditional image is changing. Nowadays many customers in brick-and-mortar retail outlets expect the same experience as online and require ...

Thumbnail-Photo: What do people around the world buy?
16.12.2019   #online trading #e-commerce

What do people around the world buy?

Global fashion search engine Lyst reveals trends in online shopping behavior

High-quality and contemporary fashion: Online shoppers can find fashion’s hottest brands and products using the search engine Lyst and learn everything about the latest fashion must-haves. iXtenso spoke with Eva Lindner, Marketing ...

Thumbnail-Photo: Spar: opening in Copenhagen
30.10.2019   #electronic shelf labels (ESL) #price labelling

Spar: opening in Copenhagen

International Flagship-Store opens for business in Sydhavn, in the South of Copenhagen

On August 22nd, the grocery chain Spar opened its doors to a brand new store with international concepts in the South of Copenhagen area, Sydhavn. The new store offers a modern shopping experience where it should be easy, convenient and enjoyable to ...

Thumbnail-Photo: Making Deeper Connections at ISE 2020
21.11.2019   #digital signage #video

Making Deeper Connections at ISE 2020

Visitor registration opens; exciting new features; most conferences ever; opening address confirmed

Visitor registration opens today for ISE 2020, which is set to be the most compelling Integrated Systems Europe show ever. Taking place at the RAI Amsterdam on 11-14 February 2020, ISE is the world’s leading event for the professional systems ...

Thumbnail-Photo: POS in the cloud: the networked checkout
13.09.2019   #epos software #digitization

POS in the cloud: the networked checkout

On the possibilities for a cloud-based point-of-sale-system

Everyone is talking about smart industry-specific cloud solutions. The cloud also offers the retail sector fresh possibilities for its day-to-day operations. So, it's no surprise that more and more companies are installing point-of-sale software ...

Thumbnail-Photo: Pay cash? Via code!
26.08.2019   #mobile payment #app

Pay cash? Via code!

Shop online, pay the bill offline

Barzahlen.de relies on good old cash. The concept of the Berlin start-up: shop online, pay in cash at the store. Swimming against the trend of fast online shopping and mobile payment is paying off, says Weina Wang, Head of Retail. In an interview, ...

Thumbnail-Photo: Epta on the podium of the German Design Awards 2020...
10.12.2019   #design #refrigeration cabinets

Epta on the podium of the German Design Awards 2020

Excellent prodcut design with OutFit and Mozaïk, combining functionality and aesthetics

Epta wins the prestigious German Design Award for the second time, the award given to projects that merge functionality and utility, aesthetics and quality. The OutFit family under the Costan brand and Mozaïk under the Bonnet Névé ...

Thumbnail-Photo: Irma: flagship store in Copenhagen
30.10.2019   #electronic shelf labels (ESL) #price labelling

Irma: flagship store in Copenhagen

Denmark's oldest grocery chain opens a new store

At the same time Irma, a Danish grocery chain, could celebrate its 133rd birthday, the chain also opened a new flagship store at Østerport station in Copenhagen. Besides showing renewal and being able to ensure the customers updated prices ...

Supplier

Frost-Trol s.a.
Frost-Trol s.a.
Ctra. Valencia-Barcelona, km. 68,9
12080 Castellon
iXtenso - Magazin für den Einzelhandel
iXtenso - Magazin für den Einzelhandel
Celsiusstraße 43
53125 Bonn
APG Cash Drawer
APG Cash Drawer
4 The Drove
BN9 0LA Newhaven
ARNEG S.p.A.
ARNEG S.p.A.
Via Venezia, 58
35010 Marsango di Campo San Martino/PD
Superdata GmbH
Superdata GmbH
Ruhrstr. 90
22761 Hamburg
Permaplay Media Solutions GmbH
Permaplay Media Solutions GmbH
Aschmattstr. 8
76532 Baden-Baden
Delfi Technologies GmbH
Delfi Technologies GmbH
Landgraben 75
24232 Schönkirchen
POS TUNING Udo Voßhenrich GmbH & Co KG
POS TUNING Udo Voßhenrich GmbH & Co KG
Am Zubringer 8
32107 Bad Salzuflen