Q&A: Bot Management In Retail

May 5th, 2021

Sandy Carielli Principal Analyst

Andras Cser Vice President, Principal Analyst

Sucharita Kodali VP, Principal Analyst

With contributors:

Fiona Swerdlow , Melissa Bongarzone , Peggy Dostie

Summary

Bots are prevalent in retail, and if retailers don’t manage them properly, they will overwhelm good customer traffic — as highlighted by customers’ struggles to buy the recently launched PS5 gaming console. That’s why, as a retail leader, you need to prepare your organization for bot attacks and make sure that such attacks don’t undermine the trust your customers give you. In this report, we introduce retailers to the different ways that bad bots disrupt an organization and undermine the customer experience and explain available technology solutions.

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