Digital Marketing Researches & Reports

20th Annual POS Customer Engagement 2019 | Boston Retail Partners

Consumer Behavior | North America

Disruption and adaptation are changing the retail model and blurring the lines among retailers, brands, and wholesalers. Online pure-plays are opening brick-and-mortar stores and traditional retailers are experimenting with new store models and in some cases, expanded experiential brand strategies that include new revenue sources, such as services or food and beverage options. Retail is theatre and with technologies like augmented reality and virtual reality, the retail store is no longer the only stage where the theatre of retail can take place. As consumers “check-in” on retailers’ e-commerce and mobile sites, they automatically receive personalized offers and recommendations based on their purchase and browsing history. However, most shoppers are still anonymous when shopping in a physical store so they don’t get the same level of personalized service. This is an area of opportunity for retailers, new technologies will further empower customers as they can dictate their own personal stage and experience.

The Key Findings of The “20th Annual POS Customer Engagement 2019” Report:

  • 53% of retailers indicated that personalization is one of their top customer engagement priorities.
  • 56% of consumers indicate that they are more likely to shop at a retailer that allows them to have a shared cart across channels.
  • 61% of retailers have implemented end-to-end encryption to offer customers greater security for their personal and payment data.
  • 18% of surveyed retailers reported that the electronic receipt with personalized suggestions is implemented and working well, while 25% mentioned that it is implemented but needs improvements.
  • Payment security/PCI compliance is one of the top POS priorities at a rate of 45%.
  • Network bandwidth is one of the top network priorities at a rate of 59%.
Customer-Facing Mobile Services 2019

A Graph Shows The Implemented Customer Mobile Services, 2019.

The Content of The “20th Annual POS Customer Engagement 2019” Report:

  • Key Findings.
  • The New Customer Engagement Model.
  • Customer Experience is the Foundation.
  • Personal.
    • Customer expectations.
    • Retailer capabilities.
    • Opportunities.
  • Mobile.
    • Customer expectations.
    • Retailer capabilities.
    • Opportunities.
  • Seamless.
    • Customer expectations.
    • Retailer capabilities.
    • Opportunities.
  • Secure.
    • Customer expectations.
    • Retailer capabilities.
    • Opportunities.
  • Current State of Store Technology.
    • Customer expectations.
    • Retailers capabilities.
    • Opportunities.
  • The Future Store.
    • Customer expectations.
    • Retailers capabilities.
    • Opportunities.
  • Survey Methodology.
  • About BRB.
  • Platinum Sponsor – TSYS.
  • Gold Sponsor – Aptos.
  • Gold Sponsor – Diebold Nixdorf.
  • Gold Sponsor – ECRS.
  • Gold Sponsor – Fujitsu.
  • Silver Sponsor – Storis.

Number of Pages:

  • 33 Pages.


  • Free.


Data were captured through an online survey system, BRP conducted the 20th Annual POS/Customer Engagement Benchmarking Survey in November and December of 2018. The goal was to gain an understanding of retailers’ planned initiatives, priorities, and future trends by contacting the top North American retailers.

BRP Consulting

Established in 2009, BRP Consulting is an innovative retail management consulting firm dedicated to providing superior service and enduring value to its clients. BRP combines its consultants' deep retail business knowledge and cross-functional capabilities to deliver a superior design and implementation of the strategy, technology, and process solutions. The BRP's unique combination of industry focus, knowledge-based approach, and rapid, end-to-end solution deployment offers clients a great way to achieve their business potential.

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