Omnichannel retail software company CitiXsys has released its second global omnichannel report, revealing a significant increase in the demand for personalisation in physical stores, as well as online.
The comparison reports, entitled Great Omnichannel Expectations and The Omni Progress, show that global shoppers are becoming increasingly digitally-savvy and demanding of digital experiences in-store:
- 90 per cent of those surveyed regularly shop on multiple channels.
- Nearly 40 per cent of respondents noted that their in-store shopping experiences could be improved by kiosks or digital help desks.
Paula Da Silva, senior vice president at CitiXsys for Australia and New Zealand, said: “The surveys confirm that while retailers globally are on the whole satisfying their customers’ expectations, there’s still a fair way to go as personalised, authentic shopping experiences become more expected.
“In fact, we can see that there is a definite need to provide seamless services across all channels.
“It is apparent that technology is impacting the ways in which people shop globally. There has been a consistent adoption of international shopping practices in the Australian market, such as click and collect, but there is still a long way to go before Australian retailers reach the true omnichannel practices that consumers demand.
“We can see that shoppers internationally appear to have similar thought processes when it comes to what they want from their shopping experiences, both online and in physical stores. The modern consumer is an omni-shopper and businesses must recognise this, and embrace what omnichannel shopping offers the consumer, business and industry in general.”