Forrester

Why Read This Report

Retail line-of-business executives know that technology plays a central role in helping to deliver improved customer service with increased margin. They look to CIOs to push what were once purely tactical point-of-sale (POS) systems to become solutions that link consumers, sales associates, back-office applications, and eCommerce platforms and deliver a competitively differentiated shopping experience. We analyzed more than 40 POS inquiries from Forrester clients and found that they fall into three broad categories: 1) POS vendor landscape; 2) trends in POS systems; and 3) POS service providers. Given the new strategic significance of POS in driving Experience-Based Differentiation in retail, CIOs need to recruit line-of-business allies to develop a comprehensive business case for strategic integration of store and headquarter applications.