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Shopping made simpler… There’s no doubt about it - technology makes shopping easier. For one thing, it helps save time, which is a top priority for many shoppers. In fact, according to a recent Forrester retail survey, shoppers ranked “saving time” as the number one reason to use in-store technology. From in-store robots to digital payments to omni-channel marketing, technology is expediting the shopping process – all while making the experience more engaging and interactive. And it’s big business. According to the International Data Corporation, the global robotic market will be worth $135 billion by 2019. Just last fall, Lowe’s introduced LoweBot, an autonomous retail service robot in 11 of its stores. The robot answers simple questions, enabling more time for employees to focus on delivering personalized service. In addition to helping customers, the robot also captures real-time data that ultimately helps influence future business decisions. In terms of digital payments, according to Juniper Research, their value will approach $3.9 trillion in 2017 – that’s an increase of more than 14% over last year’s total. With smartphones in the hands of both shoppers and retail staff, the days of waiting in long lines at the checkout are over. The convenience of paying with a mobile device without handling cash or a card, coupled with a fast transaction time, leads to an enhanced – and more secure – customer experience at the point of sale. Additionally, more and more retailers are striving to build a true omni-channel experience that merges at-home, in- store, and mobile commerce into one seamless and frictionless experience. It’s all about true continuity of experience – the mobile app should match the responsive design of the website, which should thematically reflect the look and feel inside the store. And each interaction becomes a seamless extension of their previous interaction, enabling customers to use the channel of their choice for each step along the journey, simplifying the entire process.

DISRUPTION

Today’s shopper is much busier and more impatient. Thanks to advancements in technology, they are used to getting what they want, when they want it - simply with the click of a button. Retail Revolution: Shop Smarter, Not Harder

In fact, the rise of technology has literally reshaped how consumers shop, and has been increasingly critical to driving innovation, efficiency, and customer engagement. Whether buying online and picking up merchandise in-store or purchasing an item online while in an actual physical store, the user experience is much more seamless, simpler, and interactive these days. And shopping has not only become simpler and savvier through the help of technology, but the advancements have also helped retailers become much smarter about their customers in the process – a real win-win.

GARRICK BROWN Head of Retail Research Americas Retail Services Garrick.Brown@cushwake.com

BEN CONWELL Senior Managing Director eCommerce Lead, Americas Logistics & Industrial Services ben.conwell@cushwake.com

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