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South Africa’s e-commerce market has grown substantially since the start of the Covid-19 pandemic, but its potential to double by a further 100% to 5,6% of the total retail market is possible if e-tailers fix issues with their online CX, according to findings from the third annual South African Digital Customer Experience Report.

In today’s digitally driven business environment, it is critical that businesses are powered by enterprise software that is tailored to their specific needs. Indeed, every business – even if they sit within the same sector or industry – has a unique customer experience and differentiated offering, which must be reflected and supported by the enterprise software that drives the business.

Based on its recent analysis of enterprise software for the retail market, Frost & Sullivan recognises redPanda Software with the 2017 South Africa Customer Value Leadership Award for establishing a strong competitive position within the enterprise retail industry through its dedication to developing custom-made retail software solutions and managed services, which provides its retail and financial customers with a competitive edge for exceptional customer service and value.

Traditional brick-and-mortar retailers have no chance of surviving the onslaught from e-commerce unless they invest in their customer experience, says redPanda Software Group CEO Gareth Hawkey.

As online retailers continue to put a dent into the profits of traditional brick-and-mortar stores, it’s important for them to understand that there are inherent weaknesses in what online retailers can offer when it comes to customer experience. The most obvious difference is that using online retail sites robs the customer of the ability to touch or interact with a product.

As any meteorologist or sportswriter will attest, there’s little upside in the prediction business. You’re expected to be right. If you’re wrong, however, a legion of followers will never let you forget it. Fortunately, it’s a little bit easier to make predictions in the customer experience space. There’s less variance involved, primarily because a reading of the tea leaves suggests it’s a near certainty that businesses will try to create more and better personalized experiences. The wave of hyper-personalized content is still cresting, and predicting its breadth and depth is more a matter of degree than a binary choice.

Retailers are looking to enhance in-store value propositions with a personalised customer experience.

Advances in technology have driven change in the retail and hospitality industry, which has significantly impacted the way in which brick-and-mortar stores operate.

Personalisation is a powerful tool that allows retailers to market to the right person, at the right time, with the right offer. Store owners can now offer tailored products and promotions to customers using data analytics and artificial intelligence – and they are seeing greater sales as a result.

Much attention has been given to the phenomenal rise of e-commerce, as consumers delight in the convenience of shopping from the comfort of their homes. And as e-commerce interfaces have become ever more slick and seamless, with one-click payment systems and smart, interactive platforms, shoppers have begun to use e-commerce on a regular (sometimes daily) basis.