Strategic digital execution brings ROI
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Maturity Assessment
Our recent survey of 100 C-level retail executives provides insights into their digital transformation plans and challenges, and specifically, how they are using technology to transform their customer experience, workforces and supply chains.
2021 Retail Digital Transformation Survey
Digital Acceleration for Retail Recovery
WANT MORE THAN JUST THE KEY TAKEAWAYS?
Expect digital investments will increase profitability in the next 12 months
BDO'S TAKE
With 85% of retailers actively pursuing digital transformation, simply “doing digital” is not enough. To see strong ROI, retailers need differentiated strategies—backed by data—and accelerated execution.
Strategic Digital Execution Brings ROI
97%
BDO'S TAKE
Mobile app/in-app purchasing
Top 3 Digital Solutions Retailers are Using to Improve…
Retailers are making both front and back-end investments to provide a frictionless, convenient and personalized shopping journey across channels.
BDO'S TAKE
The 2021 Retail Digital Transformation Survey was conducted by Rabin Research Company, an independent marketing research firm, in January 2021. The survey included 100 C-level retail executives at middle market organizations.
Methodology
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Automation is augmenting retail work
CX is the top digital priority for retailers
CX Is the Top Digital Priority for Retailers
70%
Automation will replace specific, manual tasks—not eliminate entire roles—
and free up employee time to focus on higher-level work.
Automation Is Augmenting Retail Work
Reorienting workforce toward strategic initiatives
47%
Developing a strategy for an AI-enabled workforce
39%
Comprehensively
re-evaluating roles
38%
Increasing headcount
26%
Decreasing headcount
21%
BDO'S TAKE
Data transparency across the supply chain is critical to creating a seamless omnichannel experience and deliver on customer demands.
Efficient Supply Chains Hinge on Data Analytics
Warehouse management system applications
47%
Changes to workforce strategy in response to automation
Survey Respondents
Efficient supply chains hinge on data analytics
62%
Expect digital investments will increase revenue in the next 12 months
75%
47%
Success rate of digital initiatives to date
100%
78%
Retailers implementing digital transformation plans
All retailers
(expected business outcomes were achieved or surpassed)
Online & Mobile Commerce Experience
Social commerce
61%
Shared online/mobile shopping carts
57%
In-store analytics
68%
Mobile POS
64%
Wayfinding capabilities via app
35%
In-Store Experience
We are not automating
3%
Top 3 solutions retailers are using to improve omnichannel logistics
Real-time order tracking
55%
Connected inventory management system or in-aisle re-stocking
52%
Methodology
Survey
respondents
Take Our Digital Maturity Assessment
2021 Technology Digital Transformation Survey
Our recent survey of 100 C-suite technology executives provides insight into their digital transformation plans, threats and opportunities. Here’s what we found:
Tech companies fast-track digital transformation
Upgrading customer experience tops priority list
Enhanced reliability requires product & process optimization
Security & privacy remain crucial to customer trust
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Maturity Assessment
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41%
Accelerating some or all existing digital transformation plans
Revising long-term digital vision
Adding new digital projects
BDO'S TAKE
As a result of the events of 2020, tech companies are innovating quickly…
Tech Companies Fast-track Digital Transformation
Driving operational efficiencies
Improving customer experience
Implementing change management
Consolidating or upgrading legacy IT
Adopting a new business or revenue model
1
2
3
4
5
2020
2021
Top Digital Priorities FOR
say poor customer experience is biggest digital threat this year
20%
say digitization of customer experience will impact their business
87%
see outstanding customer service as their primary competitive differentiator
6%
High risk, high reward
BDO'S TAKE
Customer needs are changing and expanding. To meet these expectations, tech leaders are prioritizing upgrading service and experience to edge out competition.
Upgrading Customer Experience Tops Priority List
BDO'S TAKE
Digital transformation isn’t just about investing in new solutions – it is also about surveying the current state of affairs and evaluating how operations and processes can
be improved.
Enhanced Reliability Requires Product & Process Optimization
Trust Tracks Upward, But
Threats Linger
more trust
BDO'S TAKE
Security and privacy have long been top of mind for technology organizations. Amid COVID-19 related disruptions, trust has become both more important and more challenging to achieve—leaving tech leaders on alert.
Security & Privacy Remain Crucial to Customer Trust
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Methodology
Survey Respondents
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BDO’s 2021 Technology Digital Transformation Survey included 100 U.S. C-level executives at technology companies. The survey was conducted by Rabin Research Company, an independent marketing research firm, in January 2021.
Methodology
Survey Respondents
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Thank you! A copy of the report has been sent to your inbox.
Digital Acceleration for Retail Recovery
75%
47%
97%
62%
(expected business outcomes were achieved or surpassed)
100%
78%
Retailers implementing digital transformation plans
All retailers
Online & Mobile Commerce Experience
In-store
experience
Online & Mobile Commerce Experience
Mobile app/in-app purchasing
70%
Social commerce
61%
Shared online/mobile shopping carts
57%
In-store analytics
68%
Mobile POS
64%
Wayfinding capabilities via app
35%
50%
Implementing training to upskill
current employees
Working with an external
consultancy / advisory firm
48%
Developing a formal change
management strategy
47%
Hiring new talent
45%
Establishing a digital transformation office
42%
Third-party outsourcing
solutions
39%
Changes to workforce strategy in response to automation
Want to see how your digital initiatives stack up to your peers?
Check out our benchmarking data.
Thank you! Please click below to download the Benchmarking Report.
A copy of the report has also been sent to you for future reference.
DOWNLOAD THE BENCHMARKING REPORT