New Survey Findings Confirm the Digital Lag between Guest Expectations and Current Restaurant Technology

The team at BRP is excited to have sponsored (along with our parent company Windstream Enterprise) a new report titled The Restaurant Digital Crossroads:  The Race to Meet Guest Expectations.  The report was produced by Incisiv and details the research survey findings from 1,225 restaurant guests and 60 restaurant executives.  The central message derived from the findings was crystal clear to all of us – rapidly evolving guest expectations and digital technologies are driving a major transformation across the whole of the restaurant industry.

Looking deeper into the themes the survey data told us, as guest expectations continue to rise, restaurants must transform their business with new, digital-enabling technologies to make the dining experience more seamless and frictionless – period. Unfortunately, many restaurant brands and franchisees (and you know who you are) have a long way to go to catch up to guest expectations. The good news is that restaurants (both brand owners and their franchisees) are increasingly aware of the gap the report calls out, and their short and long-term future plans include enhancements to key areas that guests deem important for a great experience, including easing the of ordering and payment process, adding or improving guest WiFi availability, and mobile POS capability.

Restaurant guests expect (make that demand) a frictionless dining experience that empowers them with relevant, helpful information, all while making it MORE convenient for them to operate on their own time and at their pace.  This requires restaurant operators to embed a broader spectrum of digital technology across the entire dining journey.

As you would expect, the Millennial and Gen-Z consumer demographics have the highest expectations for digital capabilities. The report identifies significant gaps between what younger generations feel is extremely important and what current capabilities many restaurant operators have in place.  Specific examples of this gap from the Incisiv/BRP survey findings include:

Ease of ordering and payment – Guests expect the ordering and payment process to be easy and frictionless.

  • 74% of guests feel it is extremely important
  • 45% of restaurant operators state this capability is operating excellently

Guest WiFi availability – Guests expect fast and free WiFi in restaurants, especially where cell reception is limited.

  • 60% of guests feel it is extremely important
  • 44% of restaurant operators state this capability is operating excellently

Discounts and promotions – Guests expect to receive digital discounts and promotions on any platform they choose, especially their mobile devices.

  • 60% of guests feel it is extremely important
  • 35% of restaurant operators state this capability is operating excellently

There is a lot more data and strategic insight behind the excellent work Incisiv did on behalf of BRP and Windstream Enterprise.  I encourage you to download and read through the entire Restaurant Digital Crossroads: The Race to Meet Guest Expectations survey findings report:

Download Now

As always, I appreciate your opinions – both on the insight from the report and across the broader restaurant and hospitality space.  Please share your thoughts and opinions below.


The Future Retail Network Manifesto: Retailers Must Simplify and Optimize their Network to Increase Bandwidth, Improve Reliability and Reduce Costs

The future store requires a simple, fast, agile, reliable and secure network, according to a new report from BRP

Boston, MA – June 21, 2018– According to a new report from BRP, network bandwidth is becoming a bottleneck and applications are not performing efficiently. It has become so bad at some organizations, that retail store operations personnel refer to the network as the “not-work.” BRP published “The Future Retail Network Manifesto” to articulate its vision of the future store and identify the challenges and imperatives retailers face in delivering the expected customer experience. The network is a key enabler of the future store and most retail networks require a transformation to support the plethora of new applications that are putting a strain on bandwidth.

“We are in the midst of a retail renaissance, as the way customers shop has transformed the traditional store model. To meet consumers’ demand for the future store requires the adoption of real-time, cloud-based technologies enabled by a powerful network,” said Ken Morris, principal, BRP. “Retailers can no longer afford to operate with outdated networks. Now is the time to transform the network to support the store of the future.”

Consumer expectations have never been higher and will continue to rise. The digital world offers consumers new ways and “places” to research and shop. These digital possibilities, along with mobility, are raising consumer expectations and forcing retailers to transform and evolve to succeed. The store of the future requires a personal, mobile, relevant, ubiquitous and secure environment to meet these rising expectations.

Success requires retailers to operate in real-time with customer and product information visible and accessible across the enterprise – this necessitates the move to a unified commerce platform supported by a robust, fast, reliable and resilient network.  As retailers move more applications to the cloud, SD-WAN solutions optimize the network performance and ensures 100% uptime.

Retailers that simplify and optimize their network realize many benefits:

  • Elimination of plain old telephone service (POTS) lines
  • Significantly increased bandwidth
  • Improved network reliability, capability and diversity
  • Reduction in total network spend

To download The Future Retail Network Manifesto, visit:

About BRP

BRP is an innovative retail management consulting firm dedicated to providing superior service and enduring value to our clients. BRP combines its consultants’ deep retail business knowledge and cross-functional capabilities to deliver superior design and implementation of strategy, technology, and process solutions. The firm’s unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment helps clients to achieve their business potential. BRP’s consulting services include:

Strategy | Business Intelligence | Business Process Optimization | Point of Sale (POS)
Mobile POS | Payment Security | E-Commerce | Store Systems and Operations | CRM
Unified Commerce | Customer Experience | Order Management | Networks
Merchandise Management | Supply Chain | Private Equity

For more information on BRP, visit


PayPal Adds In-Store Solutions With iZettle Acquisition

Retail TouchPoints – PayPal will acquire iZettle, a small business commerce platform operating in Europe and Latin America, for $2.2 billion. The deal will combine iZettle’s in-store solutions with PayPal’s global scale and mobile and online payment systems.

PayPal will gain in-store capabilities in Brazil, Denmark, Finland, France, Germany, Italy, Mexico, The Netherlands, Norway, Spain and Sweden, where iZettle works with nearly 500,000 merchants. Additionally, the deal will open near-term in-store expansion opportunities in some of PayPal’s other markets, and accelerate the growth of its omnichannel commerce solutions in Australia, the UK and the U.S.

The move toward omnichannel could be beneficial for PayPal, as 81% of retailers are expected to deploy unified commerce platforms by 2020, according to a survey by Boston Retail Partners (BRP). As of February 2018, 28% of respondents were already using a single platform to support commerce for stores, mobile and the web.

Read Full Article: PayPal Adds In-Store Solutions With iZettle Acquisition

6 Ways to Sell Point-of-Sale Systems

Business 2 Community – The good news for point of sale resellers is that today’s market is a fertile one. More merchants than ever want to adopt the latest and greatest POS devices that enable them to handle a wider variety of transactions than ever before, and harness the informational power modern POS provides. However, because the ground is so fertile, overall, there is also plenty of competition out there from other POS resellers. So the question for any reseller becomes, “What can be done to stand out from this crowded field?”

The answer boils down to the ability to sell not only POS platforms and card readers themselves, but also the services resellers provide that others may not.

At the end of the day, it’s also worth considering that merchants are not only trying to meet their own internal needs, but also those of their customers. To that end, the fact that EMV and mobile have really gained a foothold in the market, and are only likely to keep gathering momentum in this regard, makes a reseller crucial to just about any merchant, according to BRP Consulting. Merchants of all sizes now recognize that they have to confront the future head-on and deliver as much personalized, direct attention to each customer as possible. As such, recent data suggests that the majority of merchants will try to achieve those goals over the next two years or so.

To that end, modern POS is there to support those efforts in multiple ways, and resellers play a role insofar as they can provide crucial insights and help merchants follow a roadmap that will provide them with near- and long-term success.

Read Full Article: 6 Ways to Sell Point-of-Sale Systems

Retail shows power of personalisation

Bangkok Post – Most retailers are looking for ways to improve the consumer  experience with their brand, but few are equipped to apply one of the most obvious and powerful approaches available, which is personalisation, says Diebold Nixdorf, a multinational provider of comnected commerce and cash-handling products and services.

In a survey to gauge retailers’ customer experience priorities last year, the US-based retail and restaurant specialists BRP Consulting found 55% of respondents said that optimising the customer experience was their top priority. Increasing customer loyalty was a close second (50%) and improving the mobile shopping experience (45%) came third.

However, only 24% of respondents indicated that providing personalised promotions, recommendations and/or offerings was a top priority.

How to get personal?

Mr Holterman offers some advice from Jeffrey Neville, a BRP vice-president who once said: “Personalisation may be the most powerful way for retailers to differentiate their brand and enhance the customer experience. The challenge is to identify the best method to customise the experience for each customer.”

Read Full Article: Retail shows power of personalisation

81% of retailers will use unified commerce platforms by 2020

Retail Dive – By the end of 2020, 81% of retailers will deploy unified commerce platforms, to support commerce across the enterprise’s stores, mobile users and the web, according to a survey by Boston Retail Partners (BRP). This is seen as essential to competing in the omnichannel environment.

In the online survey of 500 North American retailers, BRP found 28% of respondents had implemented unified commerce, compared to 9% the previous year.

This year’s BRP survey shows that retailers are making progress on implementing unified commerce platforms. Last year, BRP predicted 73% of retailers would have such a platform in place by 2019, and 22% already had one deployed.

Technology and consumer expectations are constantly moving the needle on what is expected from retailers across all channels of their operations.

BRP evaluated how retailers are doing in implementing solutions to meet consumer demands in its “2018 POS/Customer Engagement Benchmarking Survey.” Moving forward, the top three priorities of retailers for the year ahead are customer identification and personalization of the customer experience (62%), alignment of the customer experience across mobile apps and the Web (54%) and empowering associates with mobile tools (51%).

“Customers appreciate personalized offers and recommendations when shopping online or via mobile, and now they expect the same personalization, or better, when they shop in a store,” said Perry Kramer, senior vice president and practice lead at BRP in a statement. “As customer expectations have been reshaped by the digital retail experience, successful retailers have shifted their focus in the physical store environment.”

Retailers are modifying the technology used to identify customers in their stores by decreasing their use of mobile websites, which declined from 40% in 2017 to 28% in 2018, and increasing the use of Media Access Control (MAC) addresses as unique identifiers by 26%. Also on the rise are beacons (19%), and Bluetooth (16%). There will be continued increases in the use of beacon technology in the near future, according to BRP.

Read Full Article: 81% of retailers will use unified commerce platforms by 2020

Survey: 81% Of Retailers Will Deploy Unified Commerce Platforms By 2020

Retail TouchPoints – Retailers understand that gaps between shoppers’ personalized experiences online and in brick-and-mortar stores are problematic, and they are employing technology to satisfy consumers across every channel, at any time and via the method of their choosing.

Boston Retail Partners (BRP) identifies cloud-based unified commerce — the use of a single platform to support commerce for stores, mobile and the web — as the linchpin to competing in a fast-changing, omnichannel environment. In an online survey of 500 top North American retailers, BRP found that 28% of respondents have already implemented unified commerce, more than three times the percentage (9%) reporting that capability last year. By the end of 2020, 81% of retailers will have deployed unified commerce.

“Retail and customer engagement models must transform,” said Brian Brunk, Principal at BRP in a statement. Because legacy retail applications and infrastructure are not equipped for today’s requirements, “retail winners in 2018 and beyond need to accelerate the transformation to cloud-based unified commerce.”

Three Top Customer Engagement Priorities For 2018

In its 2018 POS/Customer Engagement Benchmarking Survey, BRP evaluated retailers’ progress in implementing technology solutions to meet customers’ ever-rising expectations. Retailers’ three top priorities for 2018 are:

  • Customer identification/personalization of the customer experience (62%);
  • Alignment of the customer experience across mobile apps and the web (54%); and
  • Empowering associates with mobile tools (51%).

Read Full Article: Survey: 81% Of Retailers Will Deploy Unified Commerce Platforms By 2020

NRF 2018: Fireside Chat with BRP’s Perry Kramer

YouTube – Joe Mach, President of Verifone North America, sits down with Perry Kramer, SVP and Practice Lead at Boston Retail Partners, to discuss retail’s evolution to remain relevant in today’s digital world.

View Video: NRF 2018: Fireside Chat with BRP’s Perry Kramer

With Amazon Go’s popularity, luxury must determine the cashierless model’s relevance

Luxury Daily – The long-awaited Amazon Go retail store has finally opened and there has been immense praise for its cashierless model, but is the concept one that can be emulated by luxury?

Amazon’s in-store concept works by letting users sign into an Amazon Go account on a mobile device, and then simply pluck desired items from the shelves and walk out with them while the smartphone tracks what was picked up, automatically charging the goods to the consumer’s account. While it is clear that the idea has immense potential, two questions arise: is it possible and is it right for luxury brands?

“The question is ‘Do other retailers have the competency?’ and that’s unclear,” said Jeffrey Neville, senior vice president and practice lead at Boston Retail Partners, Boston. “More likely, there are pieces of the Amazon Go model that retailers should look at incorporating as they plan for their store of the future.

“Part of the benefit of the Amazon Go experience is speed and convenience for the customer, for the luxury market, this grab-and-go technology doesn’t necessarily make sense since a large part of luxury shopping is the time evaluating a high-ticket item and the interaction with the sales associate asking questions about fit, care and use,” he said. “However, the elimination of the traditional POS may open the door for retailers to redesign their stores and eliminate the classic cash wrap desk to enable more customer- associate interaction.”

Read Full Article: With Amazon Go’s popularity, luxury must determine the cashierless model’s relevance

Retail Industry Adapts To Rapid Change

Retail TouchPoints – Headlines screamed about a “Retail Apocalypse” in 2017, but what was really happening was a highly accelerated period of retail transformation. The 17 retail industry experts contributing to the Retail TouchPoints 2018 Outlook Guide paint a collective portrait of an industry undergoing seismic shifts in multiple areas:

  • Stores are emphatically not dead
  • Voice could radically alter the existing product search paradigm, giving a huge first mention advantage to the top result;
  • Mobile devices for store associates will become the new must-have business accessory;
  • Technologies including AIIoTbots, AR and even connected carswill start to prove their worth; and
  • Customer engagement, via advanced analytics and what one contributor called “right-sized personalization,” will continue to be the ultimate competitive battleground.

 “While it might be an “apocalyptic” outlook for some, the reality is that it is just the ever-evolving nature of retail and consumers.” said Brian Brunk Principal, BRP.

To Download the full report visit: 2018 Outlook Guide: Retail Industry Adapts To Rapid Change