According to Zebra Technologies Corp.’s survey, 84% of retail associates express concerns about loss prevention and the absence of effective technologies to detect safety threats and prevent criminal activity. While consumers are usually satisfied with their shopping experiences, satisfaction levels have dropped, with only 81% of shoppers happy with in-store visits and 79% with online shopping in 2024.
“Many retailers are laying the groundwork to build a modern store experience. They are investing in mobile and intelligent automation technologies to help inform operational decisions and enable associates to do the things that keep shoppers happy,” said Matt Guiste, global retail technology strategist, Zebra Technologies.
When it comes to combating loss prevention issues, AI is the most trusted technology, followed by cameras, sensors, and RFID systems. Despite the promise of these tools, only 38% of retailers currently use AI-driven analytics for loss prevention. However, this is expected to change, with half of retailers planning to adopt AI within the next three years.
Additionally, 45% aim to implement self-checkout cameras and sensors, 46% turn to computer vision, and 42% plan to integrate RFID tags and readers into their operations.
Shoppers have their frustrations, particularly around a lack of associate availability, insufficient self-checkout lanes, and challenges with inventory management. 78% of shoppers believe self-checkout options enhance the shopping experience, yet 68% feel there aren’t enough lanes available.
Retail employees echo these frustrations, with 71% of associates acknowledging their inability to assist shoppers adequately. Moreover, 82% report struggling to find support or get timely help.
Nearly 90% of associates believe mobile technology tools would help them deliver better customer service, simplify communication, and prioritise essential tasks. Retailers agree, with 75% planning to boost technology investments by 2025 to improve operational efficiency and employee support.
Generative AI is also seen as a game-changer, with 39% of retailers predicting it will transform inventory management and demand forecasting.