Retail Trends

Proving CX Technologies Boost Your ROI in 2020

There are many reasons why retailers are just now investing in customer experience technologies. Maybe they’ve been waiting to see how the technology develops and what technologies reach the tipping point with shoppers. Or perhaps this is the point where their current technologies have reached capacity and will not support further growth, internally or externally.

The question becomes, how do retailers choose and build a business case for new in-store technology, and which customer experience technologies pass the ROI test? To present their own business case, retailers must analyze what causes their biggest pain points as well as what would create the biggest opportunities for more sales.

Using Case Studies

As technologies mature, success stories increasingly contain quantifiable information, such as in the case of La Europea, a network of 50 stores that has documented a 15% increase in sales since the company implemented a series of omnichannel technologies about three years ago. But these technologies have been implemented in conjunction with other complementary solutions and different real-world conditions, so results may not be so easy to attribute to one thing.

Identifying pain points

Retailers must first identify the pain points and inefficiencies  that are leading to errors and bottlenecks and show how they are hurting the bottom line, and how much business will be lost to competitors who do have better technology.

It is worth noting that the cornerstone of any technology is an integrated, cloud-based technology platform. Without it, most omnichannel scenarios become a pain point.  And there is much can be gained in terms of customer experience just by increasing stock visibility, productivity and process efficiency.

In addition to technologies that increase internal efficiency and productivity, retailers should choose in-store technologies that customers want. Retailers will have to weigh the benefits of a new technology to include both new revenue generated and cost efficiencies generated directly from the investment in technology.

Proving CX technologies can increase sales

Customer-centric technologies help sales associates do their jobs and make it easier for customers to make their purchases. By definition, they are designed to improve customer experience and generate additional revenue by increasing sales and encouraging repeat business.

For example, in-store touch screens allow customers see a virtual inventory of products that are not necessarily displayed in the store, which can encourage customers to purchase products that are not even on-site. Mobile POS empower associates to engage customers with clienteling and upselling of complementary products and services. Supporting loyalty programs and automated sales outreach is a key factor in generating repeat business.

The ability to accept mobile or app-based payment methods, self-checkout kiosks, and execute omnichannel fulfillment scenarios like BOPIS or ROPIS all increase the number of purchase points and make it more convenient for customers to make their purchase.


Want to build a business case for retail innovation in your store network? Contact Us to set up a meeting with the Openbravo Sales Team today!

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