T-Systems: How will your consumers shop in 2030?  

Sascha Nehm,
Principal Omnichannel & Digital Instore Experience, T-Systems Multimedia Solutions GmbH
T-Systems: How will your consumers shop in 2030?  ');

Imagine you’re in 2006 again; could you have imagined that our phones would one day become everyone’s go-to for shopping, music, TV, browsing, and socializing? Fast forward to 2022, these aspects of everyday life are now almost overwhelmingly defined by modern technology, thanks to the technological evolution of smartphones, cloud computing, and mobile internet. And the digital evolution isn’t over yet, as new developments and innovations show no sign of slowing down.  

The penetration of technology in our everyday lives has a heavy impact on the retail industry. To adapt to the digitally-conscious consumer, all brands and retailers must find ways to use technology to add value to the shopping experience. Rather than a need to change to survive, brands and retailers need to envision this as an opportunity to create a positive shopping experience that can turn new customers into long-term fans. You can learn more about AI-driven customer experiences here. 

So where will your consumers be shopping in the future? How will their behavior and habits change? Which processes can already be optimized and adjusted, and what should you anticipate in the future? 

1. Putting customer experience at the forefront 

When it comes to what the customer experience will look like in 2030, it’s vital that comms, services, and delivery processes are optimized and seamlessly integrated for a flawless experience. Customers were very understanding during the pandemic as stock and driver supplies were a challenge. But having had brands and retailers figure things out since lockdowns were lifted means consumers are less forgiving. Negative experiences must be turned into positive ones as quickly and effectively as possible.  But for many companies, their lack of resources often costs them time, money, and huge efforts that are wasted.  

There are a wide variety of tools available to help optimize business processes and improve the customer experience in the retail industry. One example is using an insight-led customer experience platform like Mapp Cloud to understand your customers in a 360 view through your customer data and help you make optimizations that make their experience even more delightful.  

2. A colleague who never sleeps — how robots are conquering retail  

There’s a huge selection of MarTech out there to help optimize different parts of the customer journey. With AI playing a more active role in retail, it’s important to get to know how it helps you, not replace you. In the coming years, the use of AI is expected to multiply even further across retail. Customers are already encountering robots in various settings.  

Technologically enhanced helpers are becoming increasingly popular with companies, as they help make a business’ life easier. As an example, some retailers are using “computer vision”. In-store digitization, which makes use of innovative camera technology, allows you to track customer routes, check stock levels and optimize payment processes.   

In the future, technologies such as robotics, sensors, cloud, and edge computing will mean that inventory tasks, cleaning work, re-stocking shelves, Click & Collect, and processing shipping orders, can increasingly be taken over by robots.  This means employees can be freed up from tedious tasks and have more time to interact with customers and give a personalized touch. By optimizing processes and placing more of a focus on customers, it becomes clear how technology is increasingly at the heart of retail.  

Have a read about the role of AI in retail here. 

3. Promoting sustainability and expanding local logistics 

Sustainability is becoming a higher priority for customers in their browsing and purchase decisions. The products we buy have often traveled a very long way. In the food industry, this applies not only to exotic products but also to products that actually grow around the corner. Meanwhile, customers are placing more and more value on conscious consumption and buying sustainable products.  

Technologies such as artificial intelligence, 5G, IOT and synthetic biology can help make this dream a reality and eliminate the need to transport products from all over the world. For example, urban farming can be used to convert roofs or disused underground railways into new agricultural land in urban areas.  

About T-Systems  

T-Systems are experts in the fields of Industrial IoT, Customer Experience, New Work and Digital Reliability, supporting large corporations and medium-sized businesses in their digital transformation. By leveraging its consulting and technical expertise at seven locations, the digital service provider also offers dynamic web and application management. As a Mapp Partner, T-Systems have contributed their expert insights in a collaborative eGuide alongside Alpenite and Space48 to give you Retail of the Future.



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