Around 90 per cent of retail associates believe that they can provide better customer experience when they have mobile technology tools to help simplify real-time communication
Reflecting the consumers’ expectations from retailers to embrace artificial intelligence (AI) to transform their shopping experiences, a study has revealed that around 78 per cent of global shoppers (81 per cent in Asia Pacific (APAC), including India) state that self-checkout options improve their shopping experience.
The findings of 17th annual global shopper study by Zebra Technologies has highlighted that 68 per cent of global shoppers, 67 per in APAC including India, identify that self-checkout (SCO) lanes are lacking, with some reporting they have left a store without making a purchase because there were no SCO kiosks or contactless payment options.
Many retailers are laying the groundwork to build a modern store experience. By investing in mobile and intelligent technologies to provide greater visibility, help inform operational decisions and enable great mobility for associates, this ladders up to elevate the customer experience for retail’s long-term longevity,” stated Subramaniam Thiruppathi, Director of India sub-continent business, Zebra Technologies.
As per the study, AI technologies are currently viewed as the most helpful with loss prevention, closely followed by cameras, sensors. 84 per cent of retail associates globally (72 per cent in APAC, including India) are concerned about the lack of technology to detect safety threats or criminal activity. Around 90 per cent of retail associates believe that they can provide better customer experience when they have mobile technology tools to help simplify real-time communication as well as check prices and inventory.
Most retailers agree technology enables associates to do their jobs better and as a result, 75 per cent of global retailers (79 per cent in APAC, including India) state that they plan to increase their technology investment in 2025, as per the study. In the APAC market, including India, 80 per cent of decision-makers plan to boost investments in supply chain, outpacing the global average, as per the study.
