Insights
Why improving the retail customer experience
starts with network infrastructure
4 min read
Today’s shoppers expect seamless, personalised experiences across every channel — and delivering that starts with the right technology foundation..
71% say tailored experiences enhance their loyalty1, while 73% expect some form of self-service technology as part of their shopping journey2.
They also want every interaction to be seamless, integrated and problem-free. This makes maintaining customer satisfaction one of the largest challenges facing modern retailers.
Thankfully, the emergence of advanced technology such as AI, automation, cloud computing, walk-out checkouts and self-service checkouts make these demands entirely reasonable.
According to IDC, more than 60% of retailers globally are using new technologies like AR/ VR and the internet of things (IoT) to attract, engage and retain loyal customers3.
This means customers can try on clothes virtually, walk through virtual stores and showrooms and even see how furniture would look in their home.
So the results we’re seeing from introducing these operational efficiencies are not only pretty significant to boosting new revenue, they're also key to boosting customer experience (CX).
Start with the right foundations
You wouldn't build a house on stilts in a hurricane zone, so why build your business without considering the right tech strategy for the outcomes you want to achieve?
For a business to progress, strengthen and adapt with constantly changing times, it needs to have the firmest foundation in place.
Because the tech stack is a layered approach, strong connectivity forms the main base, which powers the layers sitting on top.
A software-defined wide area network (SD-WAN) can be that solid base, delivering significantly improved network connectivity and reliability and a foundation for future growth and innovation.
This foundation helps retailers transform their service delivery, positively impacting the users experience of the applications and services delivered across the network.
Behind the scenes, SD-WAN can provide greater business agility, flexibility and robust security for employees.
New sites can be brought online quickly with minimal configuration. Retail operations can grow without disruption or significant delays. And robust security for employees is assured.
Importantly, these capabilities ladder up to output an exceptional customer experience in retail environment thanks to:
- Improved network performance and reliability
- Centralised management
- Detailed insights
- Scalability and flexibility
This ‘foundation’ approach to a fixed network will now sustain the massive proliferation of applications across a range of environments.
These things all drive an enhanced customer experience. From our perspective, for retailers to enhance their connectivity, they’re providing the building blocks for a seamless customer journey.
Why superior connectivity means a superior customer experience...
To stay competitive and meet customers’ high expectations, advanced technology like SD-WAN is fundamental to revolutionising online and in-store experiences.
By building a networked environment with consistent service delivery, reliable network performance and optimised application performance leads to an enhanced, consistent, satisfying customer experience.
With this in place, shoppers will now glide through the payment process with ease, thanks to faster and more reliable POS systems, responsive digital displays and efficient customer service applications. Whether they're at home or in-store, transactions are seamless and swift.
Creating a frictionless omnichannel shopping journey that feels tailored to each individual is 100% achievable.
High-performance connectivity ensures customers enjoy personalised interactions, whether they’re browsing online, using a mobile app or in a physical store.
Being in a store now offers more than just a chance to buy something – it provides an enhanced experience.
With reliable network connections, stores can be equipped with interactive displays and service points to engage and assist customers, enhancing the in-store experience to be both enjoyable and efficient.
...based on a superior supply chain
Working well behind the scenes is also key to delivering the goods.
SD-WAN optimises the applications driving your supply chain management, underpinning real-time inventory updates, improved stock availability and enhanced visibility for both customers and staff.
Well-stocked shelves means satisfied customers can easily find what they need, when they need it.
Six powerful ROI stats about our SD-WAN
- 40%1 reduction in total cost of operations — this protects your margins and helps you pass on that reduction to offer customers outstanding value for money
- Network efficiencies — 198%1 increase in available bandwidth means more seamless and new customer journeys, greater data collection and employees with freed up time
- 99.85% service availability1 — our network is highly available, making sure everything stays connected and your customers enjoy a great shopping experience
- 17 months average payback time1 — quickly recoup initial outlays before considering the value of the benefits
- See a huge reduction in WAN connectivity costs1 — organisations that work with Virgin Media O2 Business can see up to a 34% reduction in WAN connectivity costs, which can be re-invested to further enhance customer experiences
- 93% reduction in unplanned downtime1 — minimises online interruptions, fewer baskets are abandoned and warehouse and depots are more visible.
1 Based on research ‘Double-digit million pound revenues can be unlocked for retailers with next-gen connectivity’, 2023. Figures are derived from interviews with three leading individuals in high-street retailers in October/November 2023. Whilst names and companies are anonymous, the roles included Group Director IT Strategy and Architecture (CTO), Technology and Engineering Director and Head of Supplier Management. We discussed costs and benefits with leading high-street retailers. Figures are an average from the interview responses (where interviewees were able to give figures related to specific KPIs related to the ROI around SDWAN).
What do retailers say about the outcomes SD-WAN delivers?
“Our team now focuses on future projects instead of just managing current systems, boosting productivity by 25% and allowing us to invest more in customer experience.”1
- IT Director, Motor Industry
“We’ve cut our internal connectivity team by 80%, thanks to managed SD-WAN, freeing up resources to enhance our customer services.”1
- Supermarket Director
“A managed service means we don’t have to worry about hiring or training the right people. It’s a big time saver, letting us focus on improving customer experience.”1
- Tech Director, Fashion Industry
Try us on for size
With SD-WAN you could turn up to 40% operational savings into new revenue, business growth and better customer experience solutions.
And with our proof of value trial you can make sure we’re a good fit for each other before you commit to a contract. It’s a unique tailored approach that lets you try before you buy.
Want to know more?
Explore our retail hub to see how we’re helping retailers build secure, connected and future-ready operations.
Meet Head of Retail:
Fiona Dew
Helping retailers embrace new technologies and innovations that help increase efficiency, productivity and reimagine customer experiences, all made possible by greater connectivity.
Reset your expectations with a new type of partnership
Book a free consultation, where you can learn more about how we can help you optimise your IT spend and reach your goals.
Ask us about our Success Agreements and IT audits, and let’s write the next chapter of retail together.
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