Consumer Demand for Digital Transformation in Retail

This report presents findings on consumer demand for digital transformation in the retail sector, focusing on the in-store experience and its evolution. It identifies key areas where retailers are falling short in meeting consumer expectations, particularly in the use of technology such as artificial intelligence (AI), supply chain optimization, and security. The report highlights that while consumers appreciate the convenience of in-store technology, many express dissatisfaction due to inadequate staff support and technical issues. The methodology section details the research conducted through 11,000 interviews across nine global markets, providing insights into consumer preferences and experiences with in-store devices. Key findings reveal that a significant percentage of consumers have encountered problems with self-serve checkouts and other in-store technologies, indicating a need for improved management and integration of these systems. The report concludes by emphasizing the importance of building a robust infrastructure to enhance the consumer experience and ensure effective supply chain connectivity.