The customer is the point-of-sale, reveals 14th Annual POS Survey from Boston Retail Partners

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Recent retail executive survey focuses on changing technology usage and provides perspective on current and future direction of retailer technology spending.

14th Annual POS Benchmarking Survey

...the POS is literally in the customer's hand.

The widespread adoption of mobile technology in the last few years has forced a major technology shift, causing retailers to completely rethink the point-of-sale (POS). For the first time, with a mobile device, the POS is out on the floor and utilized in a collaborative fashion so the associate can better engage with the customer.

Expansion into mobile retailing continues to drive the industry forward with more than half the retailers surveyed operating a mobile channel compared to 33% in 2011 and 12% in 2010. Retailers are exploring the possibilities of mobile technology through offering social networking opportunities, providing interactive customer service, driving store traffic, offering additional sales channels, and providing in-store product information. Mobile technology is becoming mainstream and is revolutionizing the customer experience.

“The point-of-sale has become mobile and the next step is enabling customers with their own POS – cPOS, or customer point-of-sale. Customers already have the technology so why shouldn’t retailers leverage it?” said Ken Morris, Principal of Boston Retail Partners. “The future is now, the POS is literally in the customer’s hand. Retail is never going to be the same, and the 'Appleization' of retail was just the beginning.”

To support the mobile experience retailers have realized the need for tight integration across multiple systems and a strong Service-Oriented Architecture (SOA) layer. Utilizing a centralized technology platform allows retailers to offer a seamless experience across all channels. This Omni-channel view of retailing continues to expand as more than half the retailers surveyed have implemented or are planning to implement a centralized platform to support the Omni-channel experience. Even more telling is the number of retailers who do not plan to implement a centralized technology platform has dropped from 46% last year to 33% this year.

Boston Retail Partners recently premiered the 14th Annual POS Benchmarking Survey at the NRF Big Show in a panel discussion entitled "Top Retailers' View on Emerging Customer Technology Trends" with Ken Morris, Principal at BRP; Ed Clary, CIO at Havertys Furniture; and Josh Jewett, CIO at Family Dollar. For more information on the NRF session please visit and to have the 14th Annual POS Survey results emailed to you, visit

Boston Retail Partners is an independent management consulting firm dedicated to the retail industry. We specialize in strategy, selection, and implementation of point-of-sale systems, Omni-channel solutions, merchandising systems and information technology. Our clients choose us because of our unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment helps them achieve their business potential.

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Kathleen Fischer
Boston Retail Partners
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