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Omnichannel Technology to Enhance CX and Drive Sales

This PSFK Guide is an omnichannel technology report to tools that brands & retailers can use to deliver convenience + drive sales in IRL retail.

Executive Summary

The physical store as a retail occasion remains, at least pre-metaverse adoption, experientially distinct from the transactional nature of e-commerce. In order to meet a consumer base spending more of their time, and more of their dollars, online across digital channels, retailers are leveraging an increasingly potent suite of in-store technology paired with next-generation operational enhancements to drive loyalty, capture spend, and remind shoppers of the magic of the in-store occasion. By taking strategic cues and best practices from the digital experience to optimize the omnichannel brick-and-mortar experience, including focusing on convenience, personalization, and the in-store occasion’s unique potential to inform and educate, retailers are able to meet and even exceed the expectations of their shoppers, while at the same time drive target audience acquisition and growth through a seamless, consistent experience.

Report Overview

In this omnichannel technology report, the PSFK iQ research team explores the tools, technologies, and solutions brands and retailers are launching in order to integrate an omnichannel approach to convenience and drive sales across brick-and-mortar stores. Learn about the pre-, during, and post-purchase solutions being deployed to provide an optimized and seamless experience across the entire shopping journey. Through five featured strategies and highlighted marketplace examples, this report will help your organization develop a retailing approach that utilizes technology, computer vision, and automation in order to provide maximum personalization and convenience for your customer base.

What You’ll Learn In This Report

  • How an innovative array of omnichannel tools and solutions are helping retailers reinvent the in-store shopping experience.
  • By integrating next-generation technologies like smart displays, augmented reality activations, and more, how retailers can provide consumers with greater access to information along the customer journey as well as better understand the way their shoppers are interacting with products and displays.
  • How operational enhancements like mobile dashboards, streamlined order picking, and intelligent inventory management systems allow for greater frontline staff agility and flexibility, while providing retailers with strategies to remove friction from the shopping experience and maximize customer satisfaction.

Watch a Presentation of this Research and Expert Opinion

Experts in this video Include:

Imogen Wethered, CEO and Founder at Qudini
Phillip Raub, CEO at Model No.
Trevor Sumner, CEO at Perch
Eric Mogil, Chief Growth Officer at Radar
Valerie Vacante, Director of Strategy at Merkle

What’s In This Report?

In this report, the PSFK iQ team explores the tools, technologies, and solutions brands and retailers are launching in order to integrate omnichannel convenience and drive sales across brick-and-mortar locations. Learn about the pre-, during, and post-purchase solutions being deployed to provide an innovative and optimized experience across the entire shopping journey. Through five featured strategies and highlighted marketplace examples, this report will help your organization develop a retailing approach that utilizes technology, computer vision, and automation in order to provide maximum personalization and convenience.

This 14-page omnichannel technology report includes:

  • 5 strategies showcasing innovation around the intelligent store
  • 18 best-in-class examples of technology fueling the intelligent store including, AI, AR/VR and RFID
  • Changing consumer insights around expectations around the intelligent store

Who Prepared This Report?

This omnichannel technology report report was developed by the same PSFK research department that since 2004 has provided trends-led innovation consulting advice to Apple, BMW, Facebook/Meta, Google, Microsoft, Samsung and Volkswagen.