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Established 1996
Monday 30 March 2020


Half of retailers use mobile tech for in-store experience

Written by Hannah McGrath

Half of retailers have found that deploying mobile technology in-store has driven up customer experience levels, according to new research.

A survey of 700 global retail IT decision-makers across the UK, US, Japan, Germany, France and Australia by Vanson Bourne on behalf of Apple management firm Jamf revealed that retailers are increasingly looking to technology to transform the in-store experience, with nearly all (99 per cent) of those asked saying that retailers have implemented at least one mobile technology so far.

A similarly large proportion of respondents said they were offering, or planning to offer, company-issued mobile devices for staff (95 per cent), point of sale systems (95 per cent) and fixed interactive screens in shops (94 per cent).

However, the study also found that challenges remain for retailers to unlock the full benefits of mobile tech.

When managing multiple device ecosystems in store, retailers said they were more likely to encounter challenges managing multiple devices’ functionalities and log-ins (45 per cent) and experience security and compliance issues (43 per cent).

Additional challenges included system integration issues (40 per cent) and technical difficulties (37 per cent) which Jamf suggested demonstrated the difficulties of navigating a multi-platform environment.

Josh Jagdfeld, director of alliances at Jamf, said: “While mobile technology has been broadly adopted by retailers small and large, many applications of the technology are still only single-purpose.”


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