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The Forgotten Shop Floor - the rise of the digital high street

The Forgotten Shop Floor
The Forgotten Shop Floor

The Forgotten Shop Floor - the rise of the digital high street

For over 3 decades, Fujitsu has been providing retail technology to the UK high street. We are world-leading experts in digital transformation, and have experience delivering solutions that can streamline processes and enhance the retail customer experience.

In an effort to understand the extent to which UK retailers are embracing digital transformation and the power of new digital technology, we commissioned a research report, The Forgotten Shop Floor - the rise of the digital high street (1.50 MB ). We questioned 1,000 consumers and 1,000 staff from UK retailers with a turnover of more than £25 million on a wide range of issues; from instore technology to customer expectations.

Infographic

Report findings - retail employee experience

66 percent 50 percent 50 percent 50 percent 75 percent
advise serving customers
using in-store technology multiple times a day.
advise in-store technology
saves time.
advise in-store technology enables rapid customer
issue resolution.
advise the technology on
offer is slow.
advise they can access information faster via their personal device than
in-store technology.

Report findings - customer experience

50 percent 58 percent 75 percent 30 percent 31 percent
advise that the quality of
in-store technology directly affects their customer loyalty.
advise choosing to buy an
item based on the technology experience provided by the retailer.
advise that they would trust Amazon to deliver a better in-store technology experience than existing high street retailers. advise in-store technology
is often poor.
advise concerns over
poor staff training on the use of in-store technology.

Report summary

With 97% of those retailers questioned advising that they’ve been impacted by digital disruption, there can be no doubt about the importance of retail technology to high street stores.

Digital has altered customer expectations of the retail experience, and in-store technology needs to be compelling, useful and relevant. Customers now require physical purchasing channels to reflect digital ones and will embrace those retailers able to deliver an engaging, personalised, hassle-free and seamless experience across all channels.

From cost reductions and enhancing efficiency to improving productivity and creating a more compelling customer experience, the deployment of retail technology within stores can deliver a wide range of benefits.

Download report


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From enhancing efficiency to improving productivity and delivering a more compelling customer experience, the successful deployment of in-store technology can deliver a range of benefits to high street retailers. Our recent research report that has gained lots of media coverage recently - "The Forgotten Shop Floor - The Rise of the Digital High Street". We questioned 1,000 consumers and 1,000 staff from major UK retailers about their experiences of in-store technology.

We learned a great deal about the factors that thrill and frustrate customers when it comes to physical retail. In this session, we will share our report findings including insights as to where in-store technology is failing to meet customer needs, the benefits of getting in-store technology right, and predictions of the future for high street stores.



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Wednesday 28 June, 4pm: Intelligent Support Webinar

We hope you can join us for another Connected Retail, 30 minute webinar. In this session, Doug Baker, former Head of IT McDonald’s UK will be discussing the need to make in-store support more Intelligent. For retail and hospitality implementing the right technology is just the first step in delivering a seamless experience.

With customer loyalty and choice being based on the entire journey and not just one touch point, any part of the journey that’s broken can alter the perception of your brand and impact customer retention. With the increasing utilisation of technology to enhance and deliver the customer experience, ensuring high availability of in-store IT systems through service support is critical to maintaining the customer journey and ensuring your brand’s reputation.



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