New WBR Insights Report Finds Retailers Not Ready for Advanced Mobile Experiences

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Mobile payments and AI top list of most promising technologies for delivering ROI to consumers

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As consumers continue to demand more information and flexibility from their mobile shopping experience, technologies like voice recognition and augmented reality will become must-haves for engagement

Retailers are not prepared to support the next wave of technologies like AI, Chatbots and AR as part of their mobile engagement strategy according to the latest report from WBR Insights (the custom research division of Worldwide Business Research). In a survey of 100 senior retail executives, only 9% said they were able to support these features, while more than half (52%) are not. The greatest barriers to their implementation: budget (64%), the lack of internal resources (55%) and the lack of executive buy-in (42%).

Created in cooperation with retail-solution providers Arm© Treasure Data™ and mobile marketing platform Vibes, “How New Tech is Creating Seamless Mobile Shopping Experiences” seeks to understand the issues and opportunities that are top of mind for retailers in regards to their overall mobile customer retention and engagement strategies.

Additional key findings include:

  • The retailers surveyed felt that mobile payments (60%), artificial intelligence (AI) and chatbots (48%) and on-demand same day services (47%) have the most potential for improving the mobile e-commerce experience for consumers.
  • Augmented reality (27%). voice recognition technology (25%), and progressive web apps (PWA; 22%) are the technologies that most retailers are actively evaluating for implementation in the next 12-24 months.

“Consumers want the ability to seamlessly browse for and buy products at their convenience, so it’s no surprise that mobile payments and on-demand services are at the top of retailers’ technology wish list,“ said Andrew Greissman, Research Director for WBR Insights. “As consumers continue to demand more information and flexibility from their mobile shopping experience, technologies like voice recognition and augmented reality will become must-haves for engagement.”

The full report is available for download here. For more information about this and other research reports from WBR Insights, please visit https://www.wbresearch.com/content.    

About WBR Insights
WBR Insights is the custom research division of WBR (Worldwide Business Research), the world leader in B2B focused conferences. From research-based whitepapers to benchmarking reports, infographics and webinars, our mission is to help global institutions across a variety of industries to inform and educate their key stakeholders while achieving their strategic goals. For more information, please visit https://www.wbresearch.com/insights

About Arm Treasure Data

Arm Treasure Data’s enterprise Customer Data Platform (CDP) unifies data from multiple sources - online, offline, IoT and device generated data - and empowers enterprises to disrupt their markets with superior customer experiences. Our customers are creating transformational customer relationships by connecting the data dots with our CDP. Arm Treasure Data is fully owned by Arm Holdings US, Inc and has a global customer base of over 350 enterprises including Fortune 500 and Global 2000 companies. Our clients manage over 130 trillion records, resulting in more predictable and profitable business results. For more information please visit https://www.treasuredata.com/    

About Vibes

Vibes, recognized as a Leader in the 2019 Gartner Magic Quadrant for Mobile Marketing Platforms, enables marketers to deliver compelling and profitable mobile engagement conversations. The Vibes Mobile Engagement Platform lets marketers easily manage all mobile communication channels including text messaging, push notifications, Apple Wallet, Google Pay, messaging apps, and mobile web campaigns — all through a single interface. With a world-class NPS score of +75, Vibes is a customer-first company, serving brands such as Chipotle, Discover, Lane Bryant, PetSmart, and Allstate. To learn more about Vibes, visit http://www.vibes.com.

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George Morin
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since: 08/2007
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