BRP: Most retailers plan to have unified commerce within three years

Chain Store Age – More and more companies are pushing unified commerce strategies to the top of their “to-do” lists. According to Boston Retail Partners’ “2018 POS/Customer Engagement Benchmarking Survey,” 81% plan to have unified commerce within three years — a move that will help them evolve the customer journey —and associated expectations.

Disruption and adaptation are changing the customer engagement model and blurring the lines among retailers, brands and wholesalers. To stay relevant in this ever-changing landscape, retailers need a different technology approach to enable the new customer experience and support its rapid evolution requires.

“Retail and customer engagement models must transform,” said Brian Brunk, principal at BRP. “However, the legacy retail applications and infrastructure still in place at many retail organizations are not properly equipped to support changing retail models and continuously evolving customer expectations,” he added. “To meet the demands of their customer, the retail winners in 2018 and beyond need to accelerate the transformation to cloud-based unified commerce. Victory belongs to the agile.”

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