Expert Insights: Technology Trends That Retailers Should Adopt During COVID-19

With the rise of technology, the retail industry has undergone dramatic changes over the last decade.

During the COVID-19 pandemic, it became clear how important the role of technology is in delivering a successful and secure retail experience. As retailers adapt to new regulations and comply with social distance guidelines, their daily and long-term operations have to change significantly. The latest retail experience has evolved dramatically from increased reliance on mobile technology and modern IT infrastructure to online purchases, in-store pick-up (BOPIS) offerings, and the growing popularity of cashiers without cashiers Did.

Not only did this pandemic shed light on the need for retailers to leverage technology to modernize their operations, it also accelerated the speed at which retailers needed to innovate. Organizations that want to meet customer expectations and keep pace with this innovation need to find new ways to reach consumers and deliver a seamless shopping experience. Below are the key technologies retailers should adopt today.

Cash register shopping

Prior to the pandemic, Amazon launched its own version of the cashless chain of grocery stores, Amazon Go, while Walmart was rolling out its Scan & Go service. By leveraging a combination of cameras, shelf sensors, and software, companies are identifying new ways to expedite the payment process in stores and eliminate some of the problems associated with the checkout process.

Today, more and more cashless checkout options are needed, and in some cases retailers are expecting to offer. Customers can purchase products with less human interaction when consumers prioritize a convenient yet safe shopping experience.

Purchase of online pickup (BOPIS) at the store

One of the biggest challenges facing retailers today is reducing the friction associated with what consumers can consume. A personalized shopping experience, including options such as the ability to buy online and receive at the store, is one way to reduce this friction. BOPIS has been an important way for many retailers to stay in business through a pandemic. Even if things return to normal, customers are looking for the freedom to continue consuming in the most comfortable way, whether in-store or not, through pickup or delivery.

To implement a comprehensive BOPIS strategy, retailers should consider modernizing their IT infrastructure. To maintain communication across multiple channels and the ability to move data to multiple departments and stores, you need a modern data center that can disassemble your data silos and support flexible architecture. If retailers want to seamlessly provide their customers with the on-demand shopping experience they want, they need to start in the data center.

Mobile devices for employees

COVID-19 highlights areas of experience that companies often overlook. In-store employees who interact with customers provide important daily services. While the focus of new retail technology has typically been on the customer experience, retailers are now aware of the need to ensure that their employees have a similarly positive experience.

One way retailers can improve their employees’ experience is by adopting digital workspace technology and enabling mobile devices. Providing employees with a secure mobile device allows them to perform cashless transactions, provide instant access to product information, and access payroll, scheduling, and task management tools on their mobile devices.

Because employees and customers are encouraged to stay socially separated, mobile devices allow both employees and customers to interact with each other quickly and efficiently while maintaining distance. Retailers were reluctant to allow employees to use their personal devices, but they would need to adopt bring-your-own (BYO) devices. With BYO, employees have direct access to business-critical applications through their personal devices and the tools they need to proactively support their customers.

Retailers do not have to buy hundreds, if not thousands, of devices to increase operating costs. Instead, you can invest in software that keeps employees’ devices safe and productive.

Retailers can minimize risk by establishing a security posture that extends across all devices, whether they are personal or corporate devices.

Tech drives the future of retail

There is no doubt that the world will look different once this pandemic is behind us and the threat of the COVID-19 pandemic disappears. But one thing that remains is the need for retailers to modernize themselves and their offerings through emerging technologies.

Leveraging new technologies such as cashier-free checkout options, BOPIS offerings, and digital workspace technology, retailers keep their company data safe while providing a more convenient, engaging, and personalized experience across the customer journey. I can do it. Those who fail to adopt these technologies will be similarly unable to meet the increasing demands of consumers and employees.

Ed Durbin is VMware, Global Director of Retail End-User Computing

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