Retail TouchPoints – Retailers often describe the “store of the future” having multiple customer service options, such as automated returns or cashierless checkout, and offering disruptive technologies such as AI, VR, AR, virtual mirrors and IoT. But many of these brick-and-mortar upgrades remain saved for just that — the future. For example, only 19% of retailers have implemented IoT within their stores, with 23%implementing AI-powered platforms such as voice-activated POS and digital assistants, according to a report from BRP, retail consulting firm.
In another sign that adoption of these technologies is still a long way off, only 5% of retailers said they have implemented each technology and that it is working well.
The BRP report, titled The Future Store, is based on findings from the BRP Consumer Study and the 20th Annual POS/Customer Engagement Survey, which are designed to offer insights into customer expectations for the store of the future as well as how retailers’ current capabilities match up with these expectations. In total, 55% of retailers believe they will have implemented IoT in their stores within three years, while 53% say they will implement AI in that time frame.