With NRF Retail’s Big Show fast approaching, we took some time to explore what’s to come in the new year. The events of the past few years have helped familiarize retailers and shoppers with the benefits that data-led retail can yield, priming the industry for significant progress in the months to come. Thanks to the digital transformation that’s taken place in recent times, consumers are more comfortable with new technology and fulfillment methods than ever before. Although that leads to opportunities for retailers, it’s also important for brands to keep the basics in mind as they pursue next-generation experiences.

We recently conducted a consumer sentiment survey to identify what shoppers will be looking for in the coming year. That survey revealed a simple truth: the fundamentals of good service still drive customer satisfaction.

When asked which aspect of in-store shopping has the most impact on their satisfaction, consumers said stocked shelves (64%), quick and easy checkouts (63%), or discounts or sales (63%). Yes, even after the seismic shift the industry experienced over the past few years, the fundamental motivators of shopping behavior haven’t changed. Customers are still looking for the basics: availability, convenience, and affordability.

That doesn’t mean shoppers don’t want to see more progress. Today’s consumers are also more familiar with technology than ever before, and they’re interested in using it to streamline their journeys. The consumer trend survey found that 63% of shoppers would like to see retailers implement interactive mobile apps, and 33% of shoppers said they would like to see retailers implement interactive in-store displays - both of these to better blend in-store and online experiences.

While fewer respondents said they are interested in more high-tech options like virtual reality (VR, 24%) and augmented reality (AR, 17%), that number is likely to grow as these technologies become more commonplace. Our Holiday Consumer Sentiment survey found that a significant portion of shoppers (37%) said they weren’t yet familiar AR and VR, which might account for the lag in perceived interest at present.

One compelling example of the ways shoppers like to leverage technology to streamline their trips is through self-checkout. Its increasing presence in stores over the years has been attributed to various phenomenon from retailers’ desires to lower labor costs to shoppers’ desires to bag their own groceries and more. However, our survey revealed a different motivation: speed.

The survey found that long checkout lines are a significant pain-point for many shoppers. In fact, 42% of respondents said they would abandon their cart if checkout lines were too long. As a result, many of them turn to self-checkout options. The majority of shoppers (52%) said they use self-checkout because it’s faster than other options. While a small number of respondents said they use self-checkout to avoid human interaction (19%), because they find it easier (16%), or because it’s more private (5%), the main motivator was convenience.

The popularity of self-service in retail is likely to grow in the coming year. Nearly one-third of those surveyed (32%) said they plan to use self-checkout more often in 2023, and it’s clear that the desire for convenience is playing a huge role in the expansion of that technology.

As we head into a new year, many retailers are considering how they will integrate emerging technology into their operations. With the above in mind, the way forward is clear. Shoppers are interested in technology that makes their lives more convenient, so that’s where retailers may now want to focus their efforts. Retailers have an opportunity to let data and technology lead their plans for the new year with customer behavior taking center stage.

Retail technology in 2023 won’t necessarily be about reinvention or big pivots; it will be about using data to overcome the challenges that retailers have always faced. That may mean leveraging the latest consumer-facing tech or it may mean using data and analytics to build a more solid foundation. In all likelihood, it will be a combination of both. Retailers will be investing in emerging tech that helps customers have more fulfilling omnichannel experiences like mobile apps and autonomous check out. But they’ll also be focusing on leveraging invisible, back-end solutions that will support improved experiences from top to bottom.

Inventory intelligence suites will ensure that products are on shelves, so customers get what they need when they need it. Labor allocation tools and connected monitoring solutions will help streamline customer journeys and backroom operations while reducing shrink. Computer vision, traffic monitoring, and more will all inform promotions and programming that can help retailers attain operational excellence by focusing on what matters most to consumers: stocked shelves, streamlined journeys, and low prices.

To learn more about how Sensormatic Solutions digital offerings are leading the future of retail, visit booth #6305 at the 2023 NRF convention, January 14-17 at the Jacob K. Javits Convention Center and follow #SensormaticNRF2023 on Twitter and LinkedIn. To request a booth tour or a meeting with your account manager, visit our scheduling page.