Accessibility Statement Skip Navigation
  • Why PRWeb
  • How It Works
  • Who Uses It
  • Pricing
  • Login
  • GDPR
  • Create a Free Account
Return to PRWeb homepage
  • News
  • Resources
  • Contact
When typing in this field, a list of search results will appear and be automatically updated as you type.

Searching for your content...

No results found. Please change your search terms and try again.
  • News in Focus
      • Browse News Releases

      • All News Releases
      • Multimedia Gallery

      • All Multimedia
      • All Photos
      • All Videos
  • Business & Money
      • Auto & Transportation

      • Aerospace, Defense
      • Air Freight
      • Airlines & Aviation
      • Automotive
      • Maritime & Shipbuilding
      • Railroads and Intermodal Transportation
      • Supply Chain/Logistics
      • Transportation, Trucking & Railroad
      • Travel
      • Trucking and Road Transportation
      • View All Auto & Transportation

      • Business Technology

      • Blockchain
      • Broadcast Tech
      • Computer & Electronics
      • Computer Hardware
      • Computer Software
      • Data Analytics
      • Electronic Commerce
      • Electronic Components
      • Electronic Design Automation
      • Financial Technology
      • High Tech Security
      • Internet Technology
      • Nanotechnology
      • Networks
      • Peripherals
      • Semiconductors
      • View All Business Technology

      • Entertain­ment & Media

      • Advertising
      • Art
      • Books
      • Entertainment
      • Film and Motion Picture
      • Magazines
      • Music
      • Publishing & Information Services
      • Radio & Podcast
      • Television
      • View All Entertain­ment & Media

      • Financial Services & Investing

      • Accounting News & Issues
      • Acquisitions, Mergers and Takeovers
      • Banking & Financial Services
      • Bankruptcy
      • Bond & Stock Ratings
      • Conference Call Announcements
      • Contracts
      • Cryptocurrency
      • Dividends
      • Earnings
      • Earnings Forecasts & Projections
      • Financing Agreements
      • Insurance
      • Investments Opinions
      • Joint Ventures
      • Mutual Funds
      • Private Placement
      • Real Estate
      • Restructuring & Recapitalization
      • Sales Reports
      • Shareholder Activism
      • Shareholder Meetings
      • Stock Offering
      • Stock Split
      • Venture Capital
      • View All Financial Services & Investing

      • General Business

      • Awards
      • Commercial Real Estate
      • Corporate Expansion
      • Earnings
      • Environmental, Social and Governance (ESG)
      • Human Resource & Workforce Management
      • Licensing
      • New Products & Services
      • Obituaries
      • Outsourcing Businesses
      • Overseas Real Estate (non-US)
      • Personnel Announcements
      • Real Estate Transactions
      • Residential Real Estate
      • Small Business Services
      • Socially Responsible Investing
      • Surveys, Polls and Research
      • Trade Show News
      • View All General Business

  • Science & Tech
      • Consumer Technology

      • Artificial Intelligence
      • Blockchain
      • Cloud Computing/Internet of Things
      • Computer Electronics
      • Computer Hardware
      • Computer Software
      • Consumer Electronics
      • Cryptocurrency
      • Data Analytics
      • Electronic Commerce
      • Electronic Gaming
      • Financial Technology
      • Mobile Entertainment
      • Multimedia & Internet
      • Peripherals
      • Social Media
      • STEM (Science, Tech, Engineering, Math)
      • Supply Chain/Logistics
      • Wireless Communications
      • View All Consumer Technology

      • Energy & Natural Resources

      • Alternative Energies
      • Chemical
      • Electrical Utilities
      • Gas
      • General Manufacturing
      • Mining
      • Mining & Metals
      • Oil & Energy
      • Oil and Gas Discoveries
      • Utilities
      • Water Utilities
      • View All Energy & Natural Resources

      • Environ­ment

      • Conservation & Recycling
      • Environmental Issues
      • Environmental Policy
      • Environmental Products & Services
      • Green Technology
      • Natural Disasters
      • View All Environ­ment

      • Heavy Industry & Manufacturing

      • Aerospace & Defense
      • Agriculture
      • Chemical
      • Construction & Building
      • General Manufacturing
      • HVAC (Heating, Ventilation and Air-Conditioning)
      • Machinery
      • Machine Tools, Metalworking and Metallurgy
      • Mining
      • Mining & Metals
      • Paper, Forest Products & Containers
      • Precious Metals
      • Textiles
      • Tobacco
      • View All Heavy Industry & Manufacturing

      • Telecomm­unications

      • Carriers and Services
      • Mobile Entertainment
      • Networks
      • Peripherals
      • Telecommunications Equipment
      • Telecommunications Industry
      • VoIP (Voice over Internet Protocol)
      • Wireless Communications
      • View All Telecomm­unications

  • Lifestyle & Health
      • Consumer Products & Retail

      • Animals & Pets
      • Beers, Wines and Spirits
      • Beverages
      • Bridal Services
      • Cannabis
      • Cosmetics and Personal Care
      • Fashion
      • Food & Beverages
      • Furniture and Furnishings
      • Home Improvement
      • Household, Consumer & Cosmetics
      • Household Products
      • Jewelry
      • Non-Alcoholic Beverages
      • Office Products
      • Organic Food
      • Product Recalls
      • Restaurants
      • Retail
      • Supermarkets
      • Toys
      • View All Consumer Products & Retail

      • Entertain­ment & Media

      • Advertising
      • Art
      • Books
      • Entertainment
      • Film and Motion Picture
      • Magazines
      • Music
      • Publishing & Information Services
      • Radio & Podcast
      • Television
      • View All Entertain­ment & Media

      • Health

      • Biometrics
      • Biotechnology
      • Clinical Trials & Medical Discoveries
      • Dentistry
      • FDA Approval
      • Fitness/Wellness
      • Health Care & Hospitals
      • Health Insurance
      • Infection Control
      • International Medical Approval
      • Medical Equipment
      • Medical Pharmaceuticals
      • Mental Health
      • Pharmaceuticals
      • Supplementary Medicine
      • View All Health

      • Sports

      • General Sports
      • Outdoors, Camping & Hiking
      • Sporting Events
      • Sports Equipment & Accessories
      • View All Sports

      • Travel

      • Amusement Parks and Tourist Attractions
      • Gambling & Casinos
      • Hotels and Resorts
      • Leisure & Tourism
      • Outdoors, Camping & Hiking
      • Passenger Aviation
      • Travel Industry
      • View All Travel

  • Policy & Public Interest
      • Policy & Public Interest

      • Advocacy Group Opinion
      • Animal Welfare
      • Congressional & Presidential Campaigns
      • Corporate Social Responsibility
      • Domestic Policy
      • Economic News, Trends, Analysis
      • Education
      • Environmental
      • European Government
      • FDA Approval
      • Federal and State Legislation
      • Federal Executive Branch & Agency
      • Foreign Policy & International Affairs
      • Homeland Security
      • Labor & Union
      • Legal Issues
      • Natural Disasters
      • Not For Profit
      • Patent Law
      • Public Safety
      • Trade Policy
      • U.S. State Policy
      • View All Policy & Public Interest

  • People & Culture
      • People & Culture

      • Aboriginal, First Nations & Native American
      • African American
      • Asian American
      • Children
      • Diversity, Equity & Inclusion
      • Hispanic
      • Lesbian, Gay & Bisexual
      • Men's Interest
      • People with Disabilities
      • Religion
      • Senior Citizens
      • Veterans
      • Women
      • View All People & Culture

  • Hamburger menu
  • Cision PRWeb provides efficient communication tools to continuously engage with target audiences across multiple online channels
  • Create a Free Account
    • ALL CONTACT INFO
    • Contact Us


      11AM ET Sunday – 8PM ET Friday

  • Send a Release
  • Sign up
  • Log in
  • Resources
  • RSS
  • GDPR
  • News in Focus
    • Browse All News
    • Multimedia Gallery
  • Business & Money
    • Auto & Transportation
    • Business Technology
    • Entertain­ment & Media
    • Financial Services & Investing
    • General Business
  • Science & Tech
    • Consumer Technology
    • Energy & Natural Resources
    • Environ­ment
    • Heavy Industry & Manufacturing
    • Telecomm­unications
  • Lifestyle & Health
    • Consumer Products & Retail
    • Entertain­ment & Media
    • Health
    • Sports
    • Travel
  • Policy & Public Interest
  • People & Culture
    • People & Culture
  • Send a Release
  • Sign up
  • Log in
  • Resources
  • RSS
  • GDPR
  • Send a Release
  • Sign up
  • Log in
  • Resources
  • RSS
  • GDPR
  • Send a Release
  • Sign up
  • Log in
  • Resources
  • RSS
  • GDPR

Order Management Integration, Omni-Channel Capabilities and Flexible Fulfillment Top POS and Customer Engagement Priorities in 2021, According to New RCP Report

85% of Retailers Indicate Growing and Enhancing Digital Commerce as Top Business Priority for 2021


News provided by

Retail Consulting Partners

Feb 22, 2021, 10:15 ET

Share this article

Share toX

Share this article

Share toX


BOSTON, Feb. 22, 2021 /PRNewswire-PRWeb/ -- According to the recent Retail Consulting Partners (RCP) POS & Customer Engagement Survey, 85% of retailers have ranked growing and enhancing digital commerce as their top business priority in 2021. No big surprise, given the explosive growth in online transactions in 2020, but digital is only part of the experience as customers still expect a seamless, anywhere, anytime, anyhow experience across all channels. The store remains the central customer experience hub as the majority of retail transactions occur in-store and many online orders are picked up or fulfilled from the store. Focus on the holistic customer experience remains paramount and is shaping many retailers technology decision as 67% of retailers indicated their 2nd highest business priority for 2021 is expanding and enhancing the customer experience.

Personalization of the shopping experience has been the top customer engagement priority for the past couple of years, but 52% of retailers indicate that providing customers with flexible and convenient pickup and delivery options is now the most critical customer engagement priority in 2021. "Retail has never been more transparent and the customer experience is center stage. Flawless execution of omni-channel capabilities and last-mile delivery or pickup is the expectation and key differentiator driving loyalty for most retailers," said Ryan Grogman, a managing partner at RCP.

Flawless execution of omni-channel capabilities and last-mile delivery or pickup is the expectation and key differentiator driving loyalty for most retailers.

Post this

As retailers scrambled last year to implement omni-channel capabilities like BOPAC, the struggle for many still remained in effectively integrating online, order management (OMS) and in-store point-of-sale (POS) technologies. In 2021, retailers are focused on this, as 67% indicate their top POS priority is adding or enhancing OMS integration and 52% indicate omni-channel capabilities is their 2nd highest POS priority. Trending up as well is the number of retailers prioritizing POS software upgrade or replacement, 52%, up from 41% last year. As retailers focus on new technology for the store, 74% of retailers indicate they have or plan to implement a unified commerce platform within the next three years. "Thinking about POS and other in-store technology differently is an imperative," said Brian Brunk, a managing partner at RCP. "The customer experience of tomorrow is not the same as five years ago or even last year and, therefore, the concept of POS is and will be radically different than that of five years ago."

RCP's 22nd Annual POS/Customer Engagement Survey of top North American retailers offers insights into retailers' current priorities and initiatives as retailers focus on immediate needs balanced with their future strategic direction.

The top five customer experience trends driving today's retailer initiatives are:

FULFILLMENT FLEXIBILITY – 52% of retailers indicate that customer delivery and pickup capabilities are the top customer engagement priority for 2021.

PERSONALIZATION – 41% of retailers indicate that customer identification and personalization of the the shopping experience is a top customer engagement priority for 2021.

RETAIL MOBILITY – 41% of retailers indicate customer mobile experience alignment as a top customer engagement priority and 33% for associate mobile tools.

REAL-TIME RETAIL – Real-time retail is trending up, as 33% of retailers indicate this as a top customer engagement priority, up from 19% last year.

SELF-SERVICE RETAIL – 22% of retailers indicate self-service as a top customer engagement priority in 2021.

To download the complete 22nd Annual POS/CustomerEngagement Survey Report, visit:
https://retailconsultingpartners.com/2021-pos-survey/ .

The 2021 POS/Customer Engagement Survey platinum sponsors are Aurus and OneView Commerce, gold sponsors are RedIron and Verifone, and the silver sponsor is ENS Group.

About Retail Consulting Partners (RCP)

RCP is an innovative retail management consulting firm dedicated to providing superior service and enduring value to their clients. RCP combines its consultants' deep retail business knowledge and cross-functional capabilities to deliver superior design and implementation of strategy, technology, and process solutions. The firm's unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment helps clients to achieve their business potential.

RCP's consulting services include:

Strategy | Business Process Optimization | Point of Sale (POS) | Mobile Technology | Payment Security | E-Commerce | Store Operations | CRM | Unified Commerce | Order Management | ERP | Merchandise Management | Supply Chain | Vendor/Marketplace Assessment | Due Diligence

For more information on RCP, visit http://RetailConsultingPartners.com.

Media Contact

Ryan Grogman, Retail Consulting Partners, +1 (972) 365-0257, [email protected]

Twitter

SOURCE Retail Consulting Partners

Related Links

http://RetailConsultingPartners.com

Modal title

Contact PRWeb

  • 11AM ET Sunday – 8PM ET Friday
  • Contact Us

About PRWeb

  • About PRWeb
  • Partners
  • Partnership Programs
  • Editorial Guidelines
  • Resources

Why PRWeb

  • Why PRWeb
  • How It Works
  • Who Uses It
  • Pricing

Accounts

  • Create a Free Account
  • Log in
  • Contact Us

Do not sell or share my personal information:

  • Submit via [email protected] 
  • Call Privacy toll-free: 877-297-8921

Contact Cision

Products

About

My Services
  • All News Releases
  • Online Member Center
  • ProfNet
Cision Distribution Helpline
888-776-0942
  • Legal
  • Site Map
  • RSS
  • Cookie Settings
Copyright © 2025 Cision US Inc.