We have already discussed how self-service systems can help improve the customer experience. Now, we can see that omnichannel retailers are committing more investments into ‘edge retail’ solutions, which includes things such as self-serve kiosks and automated boutiques. This is according to a survey commissioned by Jabil, a manufacturing solutions provider.
Jabil commissioned SIS Research International to conduct the survey between August and October 2021. Said survey polled more than 200 participants from retail and direct-to-consumer brands in the US, encompassing apparel, cosmetics, eyewear and jewelry, as well as pet food and accessories.
According to the report, more than eight out of ten had said that they have begun implementing digital transformations within their organizations in order to improve operations and optimize productivity, customer service, and the shopping experience. Around 47 percent of the respondents were investing in online and in-store technology as part of integrated, omnichannel solutions.
22 percent of those polled had said that they had already implemented some form of edge retail. Up to 33 percent of them plan to initiate adoption of this technology in 2022. Eyewear, cosmetics and apparel retailers ranked highest in rating edge retail’s relevance to their businesses.
Participants said luxury products and disposable/inexpensive products were ideally suited for edge retail, reinforcing the sentiment that opportunities exist across the board.
