Retail CIOs top priorities to enhance customer experience

IT research agency IDC has shared top predictions for retail CIOs in the next few years.

The retail CIO predictions are from the IDC FutureScape for Worldwide Retail FutureScape that was presented on Tuesday at a webinar.

IDC said three times as many retailers as now will explicitly pin their customer and operations strategies on 3rd Platform technologies by 2017.

Retail CIOs will invest in omni-channel integration technologies as a top priority to support growth in the omni-channel shopper sales premium of 30 percent in 2015.

Over the next three years, half of CIOs across the top 250 retailers will adopt omni-channel IT governance fit for a 3rd Platform era to combat shadow IT.

The top 150 retailers will improve their return on investment (ROI) on hyper-personal loyalty based on unified customer engagement by 2016.

Retail customer image by Motorola Solutions

60 percent of omni-channel retailers will have launched customer mobile payment initiatives to enhance existing ecommerce, loyalty, and in-store mobile point of sale (MPOS) investments.

As cyber attacks increase, 50 percent of the top 250 retailers will have reduced exposure and loss by more than 50 percent by the end of 2016 with intelligent sense and respond security strategies.

Product intelligence (PI) will inform 80 percent of the top ten e-commerce retailers’ pricing decisions and drive mainstream adoption of high-velocity pricing by the end 2016.

On demand socially networked delivery services including Uber, EBay Now, Shutl, Deliv, Postmates, Instacart, Amazon, and Alibaba will perform 90 percent of intra-day direct-to-consumer deliveries by 2018.

At least 25 retailers with location-based services will increase same shopper sales impacted by location-based services (LBS) by 5 percent via analytics-driven agile engagement and operations by the end of 2015.

Even as private brand growth flattens in the U.S., consumer driven private brand product innovation will drive a 10 percent improvement in customer visit frequency by 2016.

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