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The Future of IT in Retail 

  • September 2015
  • -
  • Frost & Sullivan
  • -
  • 70 pages

Summary

Table of Contents

The Future of IT in Retail : An End User Perspective, U.S., Europe, and Latin America

The retail industry is facing a complete transformation in digital technology. Social media, mobile applications and devices, and Internet of Things is directly impacting its marketing, sales, and R&D strategy, and is forcing retail companies to find new and more effective ways of reaching and keeping customers.

Research Objectives

The overall research objective is to measure the current use and future decision making behavior toward information technology (IT) within the retail sector, specifically: smart phones, tablets, mobile apps, cloud computing, video, audio, and web conferencing, Internet protocol (IP) telephony, company and consumer social media, unified communications client (UCC), time-division multiplexing (TDM) phones, business grade and consumer softphones, customer relationship management (CRM), headsets, machine-to-machine (M2M) communications, and mobile device management (MDM). Specifically, Frost & Sullivan aims to:

- Understand the IT-related challenges organizations face today
- Asses the current and future use of company communications technologies
- Evaluate factors that drive investments in company communications technologies
- Gauge the communications infrastructure trends
- Appraise the available IT budgets
- Measure workface impact on IT

Executive Summary

The retail industry is facing a complete transformation in digital technology. Social media, mobile applications and devices, and Internet of Things is directly impacting its marketing, sales, and R&D strategy, and is forcing retail companies to find new and more effective ways of reaching and keeping customers.

- The greatest challenge for IT is the inability to make effective and timely investments in IT.
- It comes as no surprise to see that the biggest driver in the retail industry for IT investments is to improve customer service.
- Desktop video and web conferencing technologies are the most effective in supporting branches and remote workers.
- Retail is moving towards integrated solutions.
- Malware poses the biggest security risk for the retail industry.
- IT applications are moved to the cloud before telephony ones.
- Customer-facing social media has become a necessary part of any business, regardless of size.

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