Accelerating tech investment? Keep the customer in mind.
Tech releases: the ASOS effect
A few months ago, ASOS’ Nick Beighton commented that the fashion etail giant released 1,200 tech (code) updates in the last 6 months, double the number in the previous year.
Visual search, try-before-you-buy, accelerating the use of AI: you name it, ASOS has pioneered it.
Due to the increasing demands of customers for innovative technology within their shopping journey, some retailers have even released new software updates twice per hour, as they push to keep up with the likes of Amazon, ASOS, and soaring consumer expectations. Furthermore, 91% claim they will need to release updates even faster in the future.
Excellent news for the customer experience – or is it?
IT, can you support it?
74% of retail businesses have acknowledged that the “need for speed” in technology innovation could actually be detrimental to the customer experience (Dynatrace survey of over 200 CIOs in the retail sector).
“Shoppers expect the steady flow of new e-commerce features and updates to work perfectly, without compromise. The challenge for retail IT teams is to deliver fast, while moving to a cloud native architecture and maintaining user experience” – Dynatrace. Putting the customer at the heart of your technology roadmap, and getting closer to them through technologies such as AI, is a common driver for IT focus this year.
IT teams today spend a third of their time resolving issues, rather than focussing on business-as-usual, which can be detrimental to pursing an innovation-based strategy. 78% also commented that their business has experienced IT project delays that could have been prevented if IT teams could collaborate more easily and resolve problems more quickly.
Check out how our IT Outsourcing model could support you to deliver faster projects with greater efficiency, and fewer technical errors. What’s more, we are supporting retailers with proactive incident reduction to ensure that technology issues do not impact on the customer experience.