‘Staggering’ IoT growth is huge challenge for retailers, Cybera

Retailers are struggling to balance various omnichannel demands with their fundamental tech and IT security needs, according to research by Cybera.

Conducted in May at RetailEXPO 2019, its survey of 150 retail professionals shows that offering a differentiated customer experience (31%) and increasing footfall (28%) were their biggest challenges. 83% of respondents said that delivering an enhanced in-store customer experience was very important. Additional applications and services are key here, Cybera argues, adding that the majority of them will rely on secure, stable, and scalable network technology. However, 23% of respondents had not introduced additional services to their stores in the past 12 months.

The primary inhibitors included cost, followed by IT security concerns and a belief that their network would not support additional applications. Moreover, many retailers noted the ever-evolving regulatory landscape, including GDPR, PCI, and the upcoming PSD2, as an added distraction. 47% said they were concerned about new regulatory demands, admitting it was time to review their technology and processes.

“Retail technology and customer demands are constantly changing, but one thing that will always be critical is customer experience. The growth of IoT in retail is staggering and it threatens the ability to deliver a consistent, high-quality customer experience. All of these network-enabled devices are disparate, which means separate management and requirements,” says Cybera SVP and GM EMEA, Hubert da Costa.

“This IoT growth is challenging for retailers, many of whom operate remote, smaller-footprint sites managed by a staff with limited IT expertise. The solution is to leverage a network platform that enables them to deliver these new breakthrough apps and services quickly, easily, and without compromising their security.”