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Research reveals retailers' struggles to unify online, in-store experiences

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Research reveals retailers' struggles to unify online, in-store experiences

Yesterday's POS no longer sufficient to meet customer in-store, omnichannel expectations

A study issued today by cloud-based software provider NetSuite, and conducted by RSR Research, a retail industry research firm, reveals the challenges today's retailers confront in bridging the online and in-store experience. The report found that a strong majority of the retailers surveyed feel their existing technology/infrastructure is preventing them from moving forward with new omnichannel solutions and that they face significant challenges getting new technologies rolled out to stores and in helping employees respond to informed, smartphone-enabled shoppers. Key findings include:

"The reality is there are options out there."95% of retailers agree that the store and the digital experience must be brought together for a continuous, seamless experience.

  • 77% of retailers believe their legacy point-of-sale (POS) is preventing them from providing a consistent customer experience across channels.
  • 78% report getting new technologies rolled out to stores is a top challenge.
  • 94% of retailers say inventory insight across all channels is important.
  • 95% of retailers say real-time visibility into customer activity across all channels is important.

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