Technology trends in retail

A new study by SOTI, a provider of software solutions for businesses, shows how technological developments and changing consumer behaviour are transforming the retail sector. The company surveyed 13,000 consumers in 11 countries worldwide.

According to the study results, 90 per cent of consumers shop both in brick-and-mortar stores and online. This underscores the fundamental expectation that retailers combine physical and digital sales channels to create a seamless shopping experience.

The study also showed that consumers are increasingly choosing retailers based on context and convenience – not loyalty to a single channel. Products are purchased via click & collect, accessories are ordered via mobile apps, and specialist shops are visited for products that require advice or customisation.

While 58 per cent of respondents say that a personalised shopping experience is relevant to their choice of retailer, SOTI also emphasises that consumers expect consistent prices, promotions and loyalty programmes across channels. The report also highlights the importance of real-time inventory queries, mobile payment options and flexible delivery and return models.

Furthermore, the study shows that personal contact continues to play a central role despite growing interest in in-store technologies such as self-service kiosks, digital signage and mobile checkout systems. According to SOTI, 51 per cent of consumers say that employees help them make decisions more quickly and find products faster. Technology can support advice in this area, but it cannot replace it.

The press release also points to the influence of increasing economic uncertainty on purchasing behaviour. 82 per cent of consumers are paying more attention to savings, switching to cheaper alternatives and focusing on necessary products

Another key issue is security concerns. According to SOTI, 88 per cent of consumers think twice before shopping at a retailer that has been the target of a cyberattack, while 41 per cent have already had personal experience with fraud. With the increasing prevalence of subscription and autoship models, the protection of sensitive payment data is becoming a critical factor in customer trust and loyalty.

In conclusion, SOTI finds that retailers who combine the best of digital solutions with the strengths of brick-and-mortar retail – offering convenience, personalisation and trust backed by secure and intelligent technologies – will be successful. For pet retailers, this approach reflects a market environment in which customer loyalty, expert advice and animal welfare are at the heart of every purchasing decision.