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Brick-and-mortar retailers have a problem. Customers expect the efficiency and convenience of an online experience when they visit their stores – if they visit their stores. Luckily, automation is here to save the day. It can stamp out customer pain points, making physical stores more attractive. So why do only 40% of retailers consider automation a strategic imperative?
We wanted to find out. For the latest report from the Capgemini Research Institute – Smart Stores – Rebooting the retail store through in-store automation – we talked to over 5,000 consumers, and 500 retail executives. We learned that:
Automation offers clear benefits to both consumers and retailers. By solving the challenges they encounter and creating a positive experience, it can entice shoppers back into stores, thus staving off competition from digital natives while reducing costs and making employees more productive.
Automation is a game-changer for retailers that prioritize it as a strategic imperative, view it through consumers’ eyes, learn from their data, build an automation operating model, and secure employees’ buy-in through training and reskilling. For the rest, it is merely a marginal play.
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