CX Making Retailers A Tech Hub

Abhiseka Mohapatra
6 min readJan 24, 2023

Retail Customer Experience in the future will be based on a wide array of technological solutions that will be able to address customer needs in more ways than one. This includes technologies such as Metaverse, sensor technology, real-time messaging and many more.

Retail Customer Experience is going to changing soon

As consumers become increasingly tech-savvy and demand personalized experiences, retailers can take advantage of these tools to engage with their customers. Some of the leading technologies you as a customer going to come across includes:

Smart assistants

One of the most exciting aspects of this future is the data that will be generated. Artificial intelligence will be able to make sense of all of this data. In the process, it will deliver personalized experiences and augmented reality.

As a result, consumers will be more empowered than ever before. This is because these devices will provide them with the most important information in the most efficient way.Smart assistants will also help online retailers identify shopping habits. For example, they can help you discover new products based on your purchase patterns. Plus, they may offer you personalized discounts.

Voice Commerce

The next generation of commerce is going to be quite different than what we’ve come to know as eCommerce today. As more and more consumers turn to voice as a means of shopping, digital retailers will need to adapt to their new digital customers.

Voice technology is allowing consumers to purchase products hands-free. While this is not an entirely new phenomenon, it’s becoming more prevalent, especially with the recent arrival of voice-activated smart speakers like Amazon’s Echo and Google Home.

The benefits of voice technology include improved accessibility to online shopping, more accurate searches, and an overall more efficient experience. Additionally, voice assistants can provide recommendations based on user preferences.

In addition, voice-enabled solutions can also provide customers with product reviews. This is a great way to ensure that users are satisfied with their purchases. It can even allow users to reorder items if they’re not completely satisfied.

One of the most exciting features of this new world is the ability to shop for goods and services with a voice. For instance, you can order food from AmazonFresh with just a few words. It is also possible to purchase a car through a voice activated system.

Robots

Robots are moving into the retail industry, and retailers are finding it can be a game-changer. They help cut costs, improve productivity, and enhance customer experience.
It can help retailers reduce inventory shrinkage, make zero-defect logistics, and improve customer experience. Retailers can also leverage robotics to speed up innovation.

Several retail chains are now using robots to help with product picking. In addition, some are using robotics to collect data on customers. This voluminous data can be used to create millions of new products.

Auchan, has developed autonomous shelf-monitoring technology. These machines take pictures of shelves and aisles and use the data to convert them into metrics and insights about pricing.

Another example is Lowe’s “LoweBot” which can help with inventory management. It has a Wi-Fi connection, so it can answer questions about items and monitor their inventory levels.

In the grocery industry, the presence of helpful robots can lead to a hassle-free shopping experience. This can translate to increased sales.

Streaming Retail

With livestreaming being popular across a wide range of apps, fashion and beauty brands are increasingly using livestreaming as a way to market their clothes and beauty products, while simultaneously having customers buy them.

Branded, celebrity, or influencer-featuring livestreams have sway among Gen Z and young Millennials in-particular, with livestreaming being perceived as more authentic and less edited than other forms of marketing. For brands, using this authenticity helps them build campaigns that offer immediate returns, while connecting them with their target audiences.

AR and VR

In the retail industry, augmented reality (AR) and virtual reality (VR) have become hot topics. Companies are using these technologies to enhance their in-store and online customer experience.

There is a plethora of benefits to adopting a well-crafted AR/VR approach. For one, it allows customers to experience virtual products without putting up with the inconvenience of bringing the actual item to the store. Customers can even make a purchase in the comfort of their own homes. This is a boon to consumers in the age of the internet.

A streamlined payments experience is also a big part of a successful VR strategy. This will keep consumers engaged. Even better is an enhanced way finding and navigation experience.

The AR and VR industry will have a lot to offer in the future. Retail companies, are taking advantage of this technology to enhance their product offerings.

Smart Offerings

Smart offerings in retail technology are becoming an increasingly important component of retailers’ overall strategies. They offer a wide range of benefits that can help merchants increase productivity, improve customer satisfaction, and meet consumer demands.

These solutions, which are a mix of hardware and software, enable retailers to better manage inventory, organize traffic, track product locations, engage customers in real time, and more. For example, a smart vending machine offers a virtual experience for shoppers. It allows them to try out fragrances and beauty products in a convenient way. This is a relatively inexpensive and highly useful innovation for retailers.

AI technology is revolutionizing Retail

Artificial intelligence can be used to create more accurate data, which in turn, helps your business run more efficiently. For instance, it can identify when your inventory is low and recommend reordering goals for products.

AI can also help streamline your sales process. Specifically, it can help you find the best leads, and connect with them before they leave.

Edge computing

Across the retail industry, innovative in-store technologies are being deployed to improve customer experience. In addition to the benefits of these tools, they also provide companies with additional revenue streams.

Edge computing enables organizations to process data more efficiently by bringing computing power closer to a data source. It can also enhance the ability of an organization to respond to events and handle tasks more effectively.

The retail industry is looking for ways to create the same type of online experiences in brick-and-mortar stores. In addition to incorporating innovative in-store technology, retailers are also working to reduce costs. Using edge computing, retailers can track and manage inventory, analyse customer behaviour, and even help store employees wear protective gear in sensitive areas.

Retailers can also utilize edge computers to help consumers find what they are looking for. Customers can use the app to check the products’ availability and to make purchases. With the help of edge computing, customers can also receive personalized offers based on their buying history.

Internet of Behaviour

Internet of Behaviour (IoB) is a new technology that is designed to help companies understand their customers better. It is a combination of data analytics and behavioral psychology. The data collected can be used to create more personalized experiences for users.

Companies can use IoB to improve the quality of their service, increase customer satisfaction and increase their sales. By understanding user behavior, companies can better align their marketing campaigns to customer expectations. They can also enhance their sales touch points along the customer journey.

A number of online services have used the information generated by these devices to improve customer experience. For instance, Facebook and Google use user behaviour to show adverts that are relevant to the user. Another example is Apple’s Siri, which is designed to analyse data.

Chatbots bridge the physical and digital retail

Chatbots bridge the physical and digital retail industry by providing customers with real-time answers to their questions and recommending products. This technology has helped retailers cut costs and increase customer satisfaction. However, as retailers continue to digitize their operations, they must adapt to changing trends.

The most effective implementations of chatbots have centered on routine management tasks. These are tasks that can be automated and free up human resources for more complex tasks. For example, a retailer can use a bot to review credit card statements, monitor bank accounts, or answer simple inquiries.

Some examples of successful retail chatbots include LEGO Messenger and Levi’s. They help guide shoppers through their catalogs and make recommendations based on a user’s preferences and budget.

Sephora Assistant is a chatbot that aims to be the “virtual store concierge.” It helps customers schedule in-store appointments and provide personalized product recommendations. By using the bot, Sephora hopes to lure shoppers to its brick-and-mortar stores. On average, Sephora Assistant customers spend more than $50 in stores.

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Abhiseka Mohapatra

I am a story teller, love to write about Human behavior and keep observing things - how they change with time.