As many as 84% of retailers are planning to use mobile POS within three years, according to a new report from Boston Retail Partners (BRP). Having a constant and almost unlimited array of information through mobile devices has forever changed the shopping experience and elevated consumer expectations for customer service.
BRP's 2017 POS/Customer Engagement Survey of top North American retailers offers insights into retailers' current initiatives and their attempts to offer a seamless experience across all channels. Along with POS systems, 89% of those surveyed said they would offer mobile solutions for sales associates within those same three years.
“Unified commerce goes beyond omnichannel, putting the customer experience first, breaking down the walls between internal channel silos and leveraging a common commerce platform,” said Brian Brunk, principal at BRP, in a release. “Retailers are moving in this direction with 71% planning to have a unified commerce platform within three years.”
Critical to this unified commerce experience are four key pillars: mobile, personal, seamless and secure.
Personal means that today's shopper wants to be able to purchase anywhere, at any time and for the experience to be personalized. In order to make that expectation a reality, 75% of the retailers surveyed plan to use Wi-Fi to identify customers with their mobile devices in stores by the end of 2019. Another 80% will suggestive sell based on purchases within the past three years.
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When it comes to seamless, retailers need to be able to deliver a personalized experience to the customer, whenever and wherever they choose to shop, without any interruptions. In order to help make shopping seamless, 71% of retailers plan to have a unified commerce platform by the end of 2019 and 60% plan to have a centralized POS system within two years.
Finally, security continues to grow in importance as consumers expect a secure payment network for all shopping experiences. To increase security protection, 96% of retailers will have end-to-end encryption by the end of 2019 and 73% will offer a single token solution across the enterprise within three years.