Feefo

More Than Half of Retailers Not Ready for GDPR; IT Chiefs Admit Their Firms Need Help with AI - ExchangeWire.com

RetailTechNews’ weekly roundup reports on three retail tech themes: GDPR readiness, AI in IT and customer engagement, and in-store digital experiences. The study cites that 57% of retailers are not ready for GDPR (41% are ready), with 89% using data to personalise experiences; 44% are still working on compliance and 13% doubt the impact. Shoppers remain cautious about data sharing (64% likely to share for relevant offers vs 81% of retailers who think they will), and many retailers cite technology and data as barriers to effective personalisation, while Brexit-related uncertainty looms. Separately, Feefo’s UK survey finds only 19% of senior IT decision-makers believe their company currently has the AI capabilities needed; yet 71% expect AI to fulfil its potential, with 36% hiring more staff, 24% buying ready-made AI, and 20% outsourcing. A SOTI-funded study finds 69% agree that in-store tech improves experience, 62% say tech helps find items, 65% faster checkouts, and 80% would be comfortable with self-checkout-only stores.

Always-On Sales Are Damaging Profits; Rift Between Brand Offerings & Consumer Desires - ExchangeWire.com

Retailers face profits pressure from 'always-on' discounting, with 53% admitting it harms profits and 57% of consumers expecting regular sales. The practice extends beyond seasonal events, and 11% report discounting cost them over £25,000 in 2017, with those employing 100–239 staff feeling the burden most (66%). E-commerce is particularly affected, with 56% noting most discounted transactions occur online. Personalization remains misaligned with consumer desires: 32% seek customization and 32% seek tailored service, while many brands emphasize discounts or generic recommendations. In AI adoption, 66% of senior IT decision-makers fear stagnating competitiveness without AI, and 96% expect AI to boost customer engagement; 61% use or plan to use AI for service analysis, 46% for personalized review summaries, and 42% for chatbots, with 53% targeting AI-driven predictive capabilities.