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RETAIL MOBILITY, PRODUCTIVITY, AND SECURITY

Enhancements to the customer experience are helping make mobility a success in the retail industry; however, security challenges need to be addressed to protect data and privacy. The Internet of Things (IoT) may be the farthest-reaching future IT initiative with the most potential— along with the greatest complexity and risks. The diversity of devices (e.g., smartphones, tablets, laptops, desktops, and IoT sensors) requires a unified endpoint management (UEM) platform. Access to cloud apps on corporate, shared and personal (BYO) devices are the essential ingredients to success.

The retail industry is moving quickly to embrace the value of mobility for its employees and customers in the face of security risks.

Reducing costs, 11%

Improving overall in-store customer experience, 11%

Increasing foot traffic in store locations, 16%

Developing strategies to ensure we interact with our in-store customers on their mobile devices, 9%

Protecting customer data and privacy, 32%

Devices need to deliver a high-quality experience to create intuitive mobile moments for employees and customers.

Businesses require an economical device that is easy to manage and reliable.

However, security is not near the top of the priority list—available security policies and biometrics were not frequently cited considerations.

Training and enforcing corporate security compliance policies for store-based employees, 28%

Although customer and corporate data security were not top business initiatives, they were identified as two of the top three challenges. Retail IT leadership needs to balance productivity with security to effectively run their organizations.

of organizations surveyed cited EASE OF USE (i.e., intuitive) as the most important consideration when it comes to the mobile devices (i.e., laptops, smartphones, tablets, etc.) that they provide to in-store employees.

Price 33%

Ease of management 30%

Battery life 27%

Operating system 25%

Available security policies 16%

Biometrics 7%

Growing the commercial value of our customer relationships, 8%

Securing corporate (i.e., store) data, 8%

Other top considerations include:

Top 5 Most Important Business Initiatives

IMPORTANT! In-store Employee Access to Mobile Business Apps

Top Business and Operational Challenges Managing In-store Technology

Diverse Devices In-store Employees Use to Assist Customers

Most Important Considerations for In-store Employees and their Mobile Devices

Bring Your Own Device (BYOD) - OK for In-store Employees?

37%

50%

CURRENTLY

To provide a better customer experience...

Although desktops continue to dominate, retail businesses should be able to manage and control all

devices with a UEM platform.

Mobile apps are part of the research, customer interaction, and buying process. As indicated below, employees require access for training, business insight, and customer satisfaction.

IoT Initiatives are Starting to Take Off at Store Locations

IoT initiatives create valuable sources of information to help businesses create new strategies and execute with a high degree of accuracy. IoT can also help capture sensor information to provide intelligence about customer behavior.

IoT presents huge opportunities for retail. IT needs to spearhead business transformation by securely deploying and managing IoT projects at scale.

of the organizations surveyed permit their employees to bring their own devices to work.

Dedicated computer (i.e., terminal, desktop) 61%

Smartphone 42%

Tablet 31%

Rugged, single-purpose device (scanner) 24%

Shared laptop 18%

of organizations surveyed currently have or are developing/launching within 12-24 months, IoT initiatives involving individual store locations.

Apps are critical or important,

61%

are currently considering IoT initiatives involving individual store locations.13%

65%Apps are critical or important,

58%

24 MONTHS FROM NOW

IoT

A Majority of Stores Use Digital Kiosks

The Bigger Truth

The mix of tablets and IoT devices (e.g., LED screens) requires security and management with UEM, and that includes unmanaged and shared devices.

All devices, including those related to IoT initiatives, have become an essential part of interacting with customers and a valuable link in the purchasing process. Retail organizations need to uphold high security standards for their devices, business applications, and customer data. Click the links below to learn more about how IBM MaaS360 unified endpoint management can help retail IT leaders manage and secure devices at scale.

of organizations surveyed have digital kiosks/digital signage deployed in the majority of their stores.

24%

have digital kiosks/signage deployed in select stores.34%