Most retailers say store technology doesn’t meet consumer expectations, Jumpmind research finds

A new survey by Retail Systems Research (RSR) finds 65% of retailers feel their current in-store technology does not support modern shopping experiences. 

Sponsored by retail technology provider Jumpmind, RSR surveyed 112 retail executives and store managers between December 2024 and January 2025 and found most say their current technology does not allow them to offer the customer experience they want and need to provide.

While most retailers (85%) say their stores remain their primary growth channel, 62% noted that customers are demanding store experiences that they cannot currently provide. 

Point of sale (PoS) technology is a particular issue for most retailers, with just 47% agreeing that their current system supports an innovative or differentiated store experience. A third of survey respondents say their PoS is actively holding them back. 

For 34% of retailers, consumer adoption of new technology is moving too fast for them to keep up and 31% believe new technology is prohibitively expensive. 

Most retailers, however, are confident in investing in mobile technology, with 63% stating that mobile devices are helping to free up store manager time and offer operational visibility. Assisted selling and endless aisle technologies are also popular, with 70% planning to invest here in the next 12 to 18 months.

More than a third of respondents observe that hyper-informed consumers are a threat to their business and 41% feelthe rise of online competitors is eroding the value of their stores. Direct-to-consumer retail is also seen as a threat by 38% of respondent while 28% consider same-day shipping from e-commerce businesses a threat. 

“Many retailers have yet to crack the code on creating relevant and inspired in-store shopping experiences and time is running out,” says Joe Corbin, President and CEO at Jumpmind. “As inflation continues to impact consumer spending, it’s absolutely critical for retailers for create compelling and seamless in-store experiences that deliver value and differentiation and empower both associates and shoppers.”

“While the past two decades have brought enormous technological potential to retail, the store of the future remains an elusive vision for many,” adds Steve Rowen, Managing Partner at RSR. “Fortunately, low cost, fully featured, consumer grade technology is now available for far less capital investment than older store systems. Retailers remain ‘all in’ on stores and have significant funds set aside to invest in technology, so we expect 2025 to be an exciting year.”

2025 RTIH INNOVATION AWARDS

In-store technology will be a key focus area at the 2025 RTIH Innovation Awards.

The awards, which are now open for entries, 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.