Survey: In-store technology not keeping up with experience customers want

Sixty-two percent of those surveyed said customers are demanding different store experiences than what they can currently provide.

A majority of retailers say that their current technology doesn’t meet in-store shoppers needs.

While 85% of retailers say the store remains their primary growth channel, 65% admit their current technology stack doesn’t enable the customer experience they want and need to deliver, according to a study from Retail Systems Research (RSR), sponsored by Jumpmind. 

Sixty-two percent of those surveyed said customers are demanding different store experiences than what they can currently provide. Point of sale is a particular pain point for retailers: Less than half (47%) say their POS system supports an innovative or differentiated store experience, and one third report it’s actively holding them back. 

[READ MORE: Survey: Retailers to continue investing in personalization, AI tools]

A third (34%) of retailers say that consumer adoption of new tech is simply moving so fast that they can’t keep up. Others (31%) say new tech is prohibitively expensive, while more than half (54%) say technology changing too often is a top inhibitor to taking advantage of opportunities to improve the store.