Retail

Building True Omnichannel Retail Holds Key to Success

While the world is getting back to business-as-usual, there have been some permanent changes in the retail industry due to changed consumer behavior and expectations.

The global pandemic accelerated e-commerce adoption and saw retailers adapt, in a matter of days, to new sales channels such as buy online pickup in store (BOPIS); curbside pickup; lockers; social commerce; voice commerce; and “buy now, pay later.”

It is estimated that, worldwide, e-commerce sales grew by more than 40 percent in 2021, compared with 2019. By the end of 2023, online retail sales are expected to exceed $6 trillion and contribute to about 21 percent of total worldwide retail sales.

Modernizing the Technology Stack Propels Retailers’ Growth

Some of the pandemic-induced consumer behavior changes, such as the upsurge in e-commerce, social commerce, voice commerce, buy-online-pickup-in-store (BOPIS) and buy-online-return-in-store (BORIS), are becoming mainstream, while consumers are returning to brick-and-mortar stores for their usual shopping needs.

Executive Summary: Container Services and Solutions Report

Enterprises today are taking a wide variety of approaches to adopting and integrating containers into their workflows. Most start with the use of a small cluster on a developer’s personal machine, and then graduate to hyperscale cloud container services. Once you decide to implement containers, however, you must make choices. Read our report to make those decision informed on the trends, solutions and providers available on the market.

Contact Center - Customer Experience Services - Global Summary Report

ISG sees several common trends across regions and industries:

• Human-Centered AI enables an empathetic service approach.
• Voice technology is going to play a significant role in eCommerce.
• Rise in personalized Customer Self-Service Solutions.
• Using Omnichannel contact center solution to enable agent and customer success.
• The shift to a work-from-home model.
• Real time insights with contact center analytics.

ISG Provider Lens™ Retail Digital Innovators 2021

Discover niche and innovative technology start-ups in the retail industry. The purpose of the report is not to cover the entire vendor landscape, but to showcase a few upcoming and innovative vendors. The players highlighted in this study are solving some of the long-standing industry challenges with the use of innovative solutions, spanning in-store self-checkout, visual artificial intelligence (AI), circular commerce, anti-counterfeit, in-store personalization, digital kiosks, supply chain harmonization, and in-store out-of-stock detection.