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The Future of IT in Retail

The Future of IT in Retail

The overall research objective is to measure the current use and future decision making behavior toward information technology (IT) within the retail sector, specifically: smart phones, tablets, mobile apps, cloud computing, video, audio, and web conferencing, Internet protocol (IP) telephony, company and consumer social media, unified communications client (UCC), time-division multiplexing (TDM) phones, business grade and consumer softphones, customer relationship management (CRM), headsets, machine-to-machine (M2M) communications, and mobile device management (MDM).

Specifically, Frost & Sullivan aims to:

Understand the IT-related challenges organizations face today

Asses the current and future use of company communications technologies

Evaluate factors that drive investments in company communications technologies

Gauge the communications infrastructure trends

Appraise the available IT budgets

Measure workface impact on IT

About this report

The retail industry is facing a complete transformation in digital technology. Social media, mobile applications and devices, and Internet of Things is directly impacting its marketing, sales, and R&D strategy, and is forcing retail companies to find new and more effective ways of reaching and keeping customers.


  • Research Objectives and Methodology
    • Research Objectives
    • Methodology
  • Executive Summary
  • Attitudes toward General Business Applications Opportunities in the Retail Industry
    • Major Challenges for IT in the Retail Industry
    • Major Challenges for IT by Company Size
    • Major Challenges for IT by Region
  • Influential Factors on IT Investments in the Retail Industry
    • Primary Drivers for IT Investments
    • Primary Drivers for IT Investments by Company Size
    • Primary Drivers for IT Investments by Region
  • Current and Future Use of IT in Retail Industry
    • Current Usage of IT
    • Current and Future Usage of IT
    • Current Usage of IT by Company Size
    • Current Usage of IT by Region
    • Technology Deployment
    • Frequency of Technology Use within the Organization
    • Effectiveness of IT in Addressing Top Business Challenges
    • Business Challenges-Understanding the value of advanced UCC technologies
    • Business Challenges- Supporting Remote Workers and Branch Office
  • Opportunities with Vendor Relationships in the Retail Industry
    • Communications Infrastructure, Current Usage
    • Communications Infrastructure, Current and Future Usage
    • Reasons for Not Using Certain IT Solutions
    • High Security Risks
  • IT and Cloud Computing in the Retail Industry
    • Criteria When Selecting a Cloud Provider
    • Criteria When Selecting a Cloud Provider by Company Size
    • Attitudes toward Use of Cloud Computing/Hosted Communications
    • Satisfaction with Cloud Computing Use by Company Size
    • Satisfaction with Cloud Computing Use by Region
    • Attitudes Toward Cloud Computing by Non-Users
    • IT Deployment in the Cloud
    • Current Deployment of IT in the Cloud Industry
    • Current Deployment of IT in the Cloud by Company Size
    • Current Deployment of IT in the Cloud by Region
  • Social Media Strategies in the Retail Industry
    • Use of Customer-Facing Social Media
    • Implementation of Customer-Facing Social Media
    • Current Implementation of Customer-Facing Social Media
    • Efectiveness of Customer-Facing Social Media to Increase the Organization's Revenues
    • Use of Social Media for Internal Collaboration
    • Implementation of Internal Employee Collaboration Social Media Strategies
    • Internal Employee Collaboration Social Media Strategies Fully Implemented by Company Size
    • Efectiveness of Internal Employee Collaboration Social Media to Improve Productivity
    • Potential Benefits of Social Media within the Organization
  • Mobile Devices in the Retail Industry
    • Company Issued Devices
    • Company Supported Mobile Operating Systems
    • Personal Devices Allowed to Connect to Company Network (Bring Your Own Device)
    • BYOD Policy and Enforcement
  • Available IT Budgets for IT in the Retail Industry
    • The Big Picture of IT Budgets
      • Table The IT Budget Picture (in USD)-Averages and Mean Percent, NA, Latin America, and Europe, 2014
  • Impact of the Workforce on IT
    • Distribution of Worker Types by Industry
      • Table The Workforce Picture by Industry-Now and in the Future, NA, Latin America, and Europe, 2014
  • Profile
    • Country of Residence and Years in IT: Retail Industry
    • IT Decision Making Role and Job Title: Retail Industry
    • Companies' and Respondents' Geographic Reach: Retail Industry
    • Company's Global Annual Revenues: Retail Industry

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