The Internet of Things (IoT) is set to revolutionize retail customer experience, according to a new study, which found 70% of merchants keen to adopt IoT systems to boost shopper satisfaction.
A total of 73% reported that managing big data was rated as either important or critical to business operations, while 65% plan to invest in automation for inventory management by 2021, according to the Zebra 2017 Retail Vision Study.
The survey of nearly 1,700 retail decision makers from North America, Latin America, Asia-Pacific, Europe and the Middle East, found that by 2021, 65% of merchants planned to have explored new delivery mechanisms, including sending items to parked cars.
Meanwhile, 80% sought to have customized experiences for each shopper, based on big data analysis and micro-locationing technology to pinpoint how customers interact with shopping displays.
The research also found that around eight in ten shoppers use smartphones in-store to help make buying decision, meaning that retailers will have to put in more effort into integrating e-commerce and in-store experiences.