INDUSTRY VIEW
AI NOW PART OF MODERN STORE EXPERIENCE
MATT GUISTE, GLOBAL RETAIL TECHNOLOGY STRATEGIST, ZEBRA TECHNOLOGIES
Retailers are under pressure to minimise theft and loss and are investing in technology tools that can help frontline workers and those watching operations from behind the scenes. Retailers plan to use selfcheckout cameras and sensors, computer vision, RFID tags and readers, within the next three years for loss prevention. Matt Guiste at Zebra Technologies shares additional retailer trends.
Zebra Technologies announced the findings of its 17th Annual Global Shopper Study. The data shows shoppers are not the only ones who are worried about the impact of theft and crime on the in-store experience. Eight in 10 retail associates, 87 % in Europe are concerned about the lack of technology deployed to spot safety threats or criminal activity.
Many retailers are laying the groundwork to build a modern store experience. They are investing in mobile and intelligent automation technologies to help inform operational decisions and enable associates to do the things that keep shoppers happy.
Modern store experience
Shoppers expect retailers to offer easy click-and-collect and returns options, yet retailers and associates admit challenges with both. Most retailers also say it is a struggle to confirm current inventory and pricing. Plus, with more shoppers returning to stores, lingering labour shortages and increasing loss incidents are having a greater impact on service levels.
73 % of shoppers in Europe, 78 % globally say selfcheckout options improve their shopping experience, yet 67 %, 68 % globally say selfcheckout lanes are lacking, with some reporting they have left a store without making a purchase because there were no SCO or contactless payment options.
69 % of shoppers in Europe, 71 % globally are concerned about the lack of help associates can offer, while 84 % of associates in Europe, 82 % globally say it is even difficult for them to find help or ask for timely support when needed.
Nearly 90 % of retail associates believe they can provide a better customer experience when they have mobile technology tools to help simplify real-time communication and prioritise tasks as well as check prices and inventory.
Most retailers agree technology enables associates to do their jobs better, and as a result, 77 % of retailers in Europe, 75 % globally say they plan to increase their technology investments in 2025.
Theft and loss
With most retailers, 76 % in Europe, 78 % globally under high pressure to minimise theft and loss, they are now investing in technology tools that can help frontline workers and those watching operations from behind the scenes. Artificial intelligence, AI technologies are currently viewed as the most helpful with loss prevention, closely followed by cameras, sensors, and RFID.
While only 38 % of retailers in Europe and globally, currently use AI-based prescriptive analytics for loss prevention, 51 % in Europe, 50 % globally say they plan to use it in the next 1 – 3 years for this purpose. Over four in 10 retailers say they also plan to use
90 % of retail associates believe they can provide a better customer experience when they have mobile technology tools to help.
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