Patchworks: many retail technology leaders say poor integrations risk derailing Black Friday success

New research from Patchworks reveals the high cost of fragile integrations during peak trading periods such as Black Friday/Cyber Monday (BFCM).

This finds that, rather than being the golden opportunity it should be, peak trading is giving retail tech leaders headaches. In fact, of the 200 UK retailers surveyed, 42% admit peak periods cause sleepless nights as they worry about platform stability.

According to the research, 58% fear poor system performance could damage brand reputation, while 40% worry platforms will be pushed to breaking point. For 43%, the concern is even more acute, with fears that a single surge in demand could bring their business to a standstill.

Almost half of brands are still patching their way through sales spikes. 48% rely on temporary workarounds to survive peaks, while 39% admit their teams spend more time firefighting integrations than optimising seasonal highs.

31% acknowledge direct revenue losses during busy trading periods because of poor integration. It’s widely known in the sector that peak trading can account for 30-50% of yearly revenue, and shoppers will spend half of their holiday budgets on BFCM. Such retail moments deserve smooth integrations and seamless commerce, and fragility at this time is risking revenue.

Jim Herbert, CEO at Patchworks, comments: "The data underlines a challenge facing the whole retail sector. Customers expect speed, choice and seamless experiences, yet many businesses are still relying on fragile systems that struggle under pressure.”

“When peak trading hits, that fragility turns into lost sales and reputational risk. What we’re seeing is a clear shift. The retailers who come out on top aren’t just the ones offering big discounts, but the ones whose operations can scale smoothly with demand."

2025 RTIH INNOVATION AWARDS

System performance will be a key focus area at the 2025 RTIH Innovation Awards.

The awards. which are now closed for entries with our finalists and shortlists being announced last week, celebrate global tech innovation in a fast moving omnichannel world.

Our 2024 hall of fame entrants were revealed during an event which took place at RIBA’s 66 Portland Place HQ in Central London on 21st November, and consisted of a drinks reception, three course meal, and awards ceremony presided over by comedian Lucy Porter

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “The event is now into its sixth year and what a journey it has been. The awards started life as an online only affair during the Covid outbreak, before launching as a small scale in real life event and growing year on year to the point where we’re now selling out this fine, historic venue.”

He added: “Congratulations to all of our finalists. Many submissions did not make it through to the final stage, and getting to this point is no mean feat. Checkout-free stores, automated supply chains, immersive experiences, on-demand delivery, next generation loyalty offerings, inclusive retail, green technology. We’ve got all the cool stuff covered this evening.”

“But just importantly we’ve got lots of great examples of companies taking innovative tech and making it usable in everyday operations - resulting in more efficiency and profitability in all areas.”

Congratulations to our 2024 winners, and a big thank you to our sponsors, judging panel, the legend that is Lucy Porter, and all those who attended November's gathering. 

For further information on the 2025 RTIH Innovation Awards, please fill in the below form and we will get back to you asap.