Zebra Study: Seven in Ten Retailers to Invest in IoT Technologies to revolutionise Customer Experience

By 2021, smart technologies to provide shoppers with new levels of personalisation, speed and convenience


LINCOLNSHIRE, Ill. – March 6, 2017 –
Zebra Technologies Corporation (NASDAQ: ZBRA), a global leader in providing solutions and services that give enterprises real-time visibility into their operations, today revealed the results of the 2017 Retail Vision Study.  This body of research analyses the technology trends shaping the future of the global retail industry and enhancing the shopping experience. The study revealed that nearly 70 percent of retail decision makers surveyed are ready to make changes to adopt the Internet of Things (IoT), and 65 percent plan to invest in automation technologies for inventory management and planogram compliance by 2021.

KEY FACTS

  • The continued rise of online shopping will challenge retailers to provide unprecedented levels of convenience to help drive customer loyalty. By 2021, 65 percent of retailers plan to explore innovative delivery services, such as delivering to workplaces, homes and even parked cars. 
  • By 2021, nearly 80 percent of retailers will be able to customise the store visit for customers as a majority of them will know when a specific customer is in the store. This will be enabled through technology such as micro-locationing allowing retailers to capture more data, accuracy and customer insights.
  • Retailers are looking to create a seamless shopper experience with 78 percent reporting that it is important or business-critical to integrate e-commerce and in-store experiences.
  • To speed cheque-out lines, retailers are planning to invest in mobile devices, kiosks and tablets to increase payment options. 87 percent of retailers will deploy mobile point-of-sale (MPOS) devices by 2021, enabling them to scan and accept credit or debit payments anywhere in the store.
  • Seventy-three percent of retailers rate managing big data as important or business-critical to their operations. By 2021, at least 75 percent of retailers anticipate investing in predictive and software analytics for loss prevention and price optimisation along with cameras and video analytics for operational purposes and improving the overall customer experience.
  • According to the survey, the top sources of shopper dissatisfaction include inconsistent pricing between stores and the inability to find a desired item, whether it’s out of stock or misplaced within a store. 72 percent of retailers plan to fix these issues by reinventing their supply chains with real-time visibility enabled by automation, sensors and analytics. 
  • Fifty-seven percent of retailers believe automation will shape the industry by 2021 – helping retailers pack and ship orders, track inventory, cheque in-store inventory levels and assist customers in finding items. 


REGIONAL FINDINGS

  • Seventy-nine percent of North American retailers are investing in IoT technologies such as automated inventory verification and sensors on shelves.
  • In Latin America, 85 percent of retailers plan to use technology to personalise and enhance the in-store experience.
  • Seventy-nine percent of retailers in Asia-Pacific expect to support buy online, pick-up at a third-party location by 2021.
  • Today, 36 percent of retailers in Europe know when specific customers are in a store but that number is expected to more than double by 2021.


Download an infographic of more key findings of our 2017 Zebra Retail Vision Study


SURVEY BACKGROUND AND METHODOLOGY

  • Nearly 1,700 retail decision makers from North America, Latin America, Asia Pacific, Europe and the Middle East across a wide spectrum of retail segments, including speciality stores, department stores, apparel merchants, supermarkets, electronics, home improvement and pharmacy chain were interviewed in 2016 by online research partners Research Now and Qualtrics. 


SUPPORTING QUOTE
Jeff Schmitz, Senior Vice President and Chief Marketing Officer, Zebra  

“Every inch of the retail industry is changing, from the aisles of the warehouse to the shelves of the store, and retailers are driving this change in a race to better serve customers. The 2017 Retail Vision Study demonstrates that retailers are poised to meet and exceed customer expectations with new levels of personalisation, speed and convenience. Zebra is committed to help retailers survive – and thrive – in this changing landscape by providing products and solutions that enable a successful omnichannel strategy with greater insights and visibility into store operations, associates, inventory and shipments.”
 

ABOUT ZEBRA
With the unparalleled visibility Zebra (NASDAQ: ZBRA) provides, enterprises become as smart and connected as the world we live in. Real-time information – gleaned from visionary solutions including hardware, software and services – give organisations the competitive edge they need to simplify operations, know more about their businesses and customers, and empower their mobile workers to succeed in today’s data-centric world. For more information, visit www.zebra.com. Follow us on LinkedIn, Twitter and Facebook.

Media Contact:
Bill Abelson
Zebra Technologies
+1-631-738-4751
bill.abelson@zebra.com

Industry Analyst Contact:
Caitlin DeRango
Zebra Technologies
+1-847-793-5896
cderango@zebra.com


ZEBRA and the stylised Zebra head are trademarks of ZIH Corp., registered in many jurisdictions worldwide. All other trademarks are the property of their respective owners.  ©2017 ZIH Corp. and/or its affiliates. All rights reserved.