Retail’s Future Is Driven by Data, Defined By Actionable Intelligence

By Mike Flanagan, CIO/CTO, Compucom

Mike Flanagan is Compucom's Global Chief Information Officer, leading all aspects of our Information Technology teams. Mike is responsible for delivering industry-leading, effective next-gen solutions for modern IT services.

He oversees IT initiatives and infrastructure needs for both Compucom and its customers aligning with organizational goals and business outcomes. His teams deliver reliable, scalable and secure service offerings to our internal and external customers.

Mike spent more than two decades at Compucom managing customer accounts, professional services, and product strategy as a critical leader during much of the company’s growth in the early 2000s. Prior to rejoining the company as CIO, he served as senior vice president of North American group development and Chief Technology Officer (CTO) at Computacenter after having been CIO/CTO for Pivot Technology Solutions.

Mike holds several IT and Leadership certifications including as a Six Sigma Green Belt information systems management.

The future belongs to retailers who embrace data-driven decision-making and invest in scalable, adaptable technology frameworks that empower people to turn insights into impactful solutions.

As we move into 2025, several trends are poised to significantly impact the retail sector, driving innovation and necessitating technological adaptation. From the rapid adoption of AI to an increasingly data-centric approach to customer engagement, retailers must evolve to remain competitive.

There are three key trends retailers must keep in mind when it comes to integrating technology into everything they do.

Hyper-Personalization Through Data Utilization - Retailers are leveraging advanced analytics and AI to create deeply personalized experiences. Data has become a strategic asset, enabling retailers to anticipate customer preferences, optimize inventory, and enhance supply chain efficiency. However, the challenge lies in harnessing this data effectively and turning insights into actionable outcomes.
Omnichannel Integration and Seamless Customer Journeys - With consumers expecting frictionless experiences across online and physical channels, the focus on omnichannel strategies will intensify. Retailers need real-time visibility into operations and customer interactions to ensure consistent engagement and satisfaction.
Sustainability as a Differentiator - Environmental responsibility will continue to shape consumer preferences and retailer strategies. Technological solutions that optimize resource utilization and track sustainability metrics are no longer optional—they are business imperatives

These trends reflect how data has evolved beyond just being an operational tool—it's now acknowledged as a strategic asset.

The Value of Data and Full Lifecycle Observability

Retailers stand at a crossroads where data is not just an enabler but a competitive advantage. Looking ahead, the retailers who succeed will be those which view technology through a strategic lens. Full lifecycle observability isn’t just about monitoring the IT environment; it’s about deep visibility, rapid problem-solving, and continual optimization of the IT environment, which enable retailers to meet and exceed their business requirements.

Having a 360-degree view of your IT operations is imperative to capitalize on these trends. With this foundation, IT teams gain the visibility, agility, and confidence needed to thrive in an era of rapid change. Three main features of this enterprise-wide view can help drive strategic decisions.

End-to-End Visibility: FLO provides a comprehensive view of systems, applications, and user experiences, enabling proactive problem-solving and ensuring optimal performance.
Real-Time Insights: By analyzing data in real time, retailers can quickly respond to changing customer demands and market conditions, enhancing agility and decision-making.
Operational Efficiency: FLO reduces downtime, streamlines processes, and improves resource allocation, ultimately driving cost savings and improving the bottom line.

But having access to the data isn’t enough. At Compucom, we have used our Full Lifecycle Observability (FLO) Framework to ensure data accuracy and have received actionable insights from that data which we have implemented to increase our efficiency and productivity. We can assist our customers to have complete visibility of their IT environments from customer-facing applications to backend systems with real-time insights. Our FLO Framework allows retailers to access actionable data, thereby optimizing their operations, boosting customer experiences, and improving profitability.

Visibility across the enterprise ensures retailers are not just keeping up with trends but getting ahead of them. Retailers that leverage the data they get from this observability get actionable intelligence for improved decision-making because they have been able to correlate data from multiple sources and improve IT resilience through proactive monitoring and AI-driven insights.

Data Driven. People Powered.

Retailers that embrace data-driven decision-making and invest in scalable, adaptable technology frameworks will lead the charge in 2025. Compucom’s FLO Framework is designed to support these objectives, offering the tools and insights retailers need to stay ahead in an ever-changing landscape. But it’s more than just the data. It’s about the people empowered to bring insights to the solutions that drive the outcomes.

By leveraging data as a strategic asset and adopting robust frameworks like FLO, retailers can not only weather disruption but transform it into opportunity, driving growth and long-term success.

The State of the Retail Industry 2025

JAN 2025

03/05/2025 16:35:09

Retail Technology Trends in 2025: Insights for Future-Ready Leaders

By Jon Reily, President, McFadyen Digital

Jon Reily is a 30-year eCommerce veteran and Global Top 100 Retail Influencer who founded and sold two successful companies in the first dotcom boom of the 1990s. He then continued a successful career advising and guiding companies from start-ups to global Fortune 500 powerhouses innovate their digital futures. Before joining McFadyen Digital, Reily held senior executive roles at global marketing powerhouses Bounteous, Dentsu International and Publicis Groupe where he worked with top global retailers and brands to advise and counsel how best to transform themselves digitally to stay competitive in the increasingly technology focused world.

Previously Jon was a senior leader at Amazon.com where he re-invented how Amazon sold and marketed their 1st-party manufactured devices, such as Kindle Fire and FireTV, and helped create a multi-billion-dollar business division within Amazon. He has appeared in numerous documentaries about Amazon and is a frequent contributor to news outlets about the company. Reily is a strong advocate of the importance of the customer experience in any digital strategy and that companies who get that right will thrive, and those who do not will not.

With these views, Reily has been a driving force in the global eCommerce space for more than a decade. A holder of several patents which underpin the basics of how eCommerce works, he is uniquely positioned to not only assist with the “now” of where companies are in this new world, but also where the “next” is and how best to get there. A successful futurist and forecaster of future trends, Reily is a frequent contributor to both industry and news organizations on the topics of eCommerce and Digital Transformation. Reily is a 5-time recipient of RETHINK Retail’s “Top Retail Expert” award.

In addition, Reily has been making waves in the aviation industry as the Chairman of the Corpus Christi International Airport (KCRP/CCIA). His leadership and expertise have been instrumental in transforming CCIA into a major transportation hub for the 2.5 million residents of the South Texas region, attracting new airlines and businesses, and expanding the airport’s reach and influence. He was appointed as a board member in 2017 by the Corpus Christi City Council and in 2018 was appointed Chairman of the Airport Development Corporation Board, the entity responsible for managing and developing the airport’s commercial interests. He was elected to the Airport’s executive committee in 2020 and was appointed Chairman of the Board of the Airport in 2021.

Under Reily’s leadership, CCIA has undergone significant changes and improvements. He played a key role in reducing the Airport’s passenger leakage and spearheaded the airport’s $55 million terminal renovation project which expanded the terminal’s footprint, added new gates and passenger amenities, and upgraded the airport’s technology infrastructure. During this period the airport was also awarded an $11 million grant from the Federal Aviation Administration to resurface and modernize two runways, and dozens of aprons and taxiways to allow the airport to take on all commercial heavy jets and become a regional overflow/inclement weather diversion airport for Houston’s George Bush Intercontinental Airport (IAH). In 2022, Reily was named the “Aviation Executive of the Year” by the Texas Department of Transportation Aviation Division.

As we enter 2025, the retail world continues to change rapidly, presenting both challenges and opportunities. For leaders, the key question has shifted from "What's next?" to "How can we use what’s next to improve profitability and customer loyalty?" and “How can we make sense of all of this?” Well, here’s where we are and where we’re going.

Artificial Intelligence and Personalization: Retail’s Power Duo

The Evolution of Smart Stores

Omnichannel Is the New Normal

AI is no longer a futuristic idea—it’s essential for retail success. In 2025, retailers who fail to use AI for personalization risk being trying to run a race in flip-flops; you’ll get there but it won’t be pretty. By leveraging AI, businesses can analyze customer data to predict preferences, optimize pricing, and create highly personalized shopping experiences.

During a recent conversation with the CEO of a mid-size apparel chain, he sighed and said to me, "Our customers expect us to know them so well—but we don’t even know what they want for lunch, let alone what they’ll want to wear next season!" That lighthearted frustration set the stage for a serious discussion on how AI could revolutionize their operations. By introducing predictive analytics, the company not only improved sales but also earned some laughs—and loyalty—from their customers who felt truly understood.

Beyond personalization, AI has transformed demand forecasting and inventory management. Retailers can now predict trends with unprecedented accuracy, minimizing stockouts and reducing costs associated with overstocking. Imagine an AI system flagging a sudden surge in demand for a trending item, giving you the edge to restock faster than competitors. That’s not just convenient—it’s business-saving.

Brick-and-mortar isn’t dying—it’s evolving. Smart stores equipped with IoT devices, interactive displays, and data-driven tools are redefining the shopping experience. These innovations transform physical spaces into hubs of engagement, seamlessly blending digital and in-store elements.

At a tech-forward grocery chain, one baffled customer stood in front of a smart cart that suggested recipes based on what he’d already picked. "I’m not sure if this cart is brilliant or just throwing shade at my cooking," he muttered. By the end of his trip, the cart’s suggestions had him grinning and heading home with all the ingredients for a three-course meal—and a story to share.

Smart shelves and RFID technology further enhance the retail experience by providing real-time inventory updates and streamlining operations. These tools enable better resource allocation and offer customers a seamless in-store experience. Imagine picking up a product and receiving instant information on availability, related items, or personalized discounts via your smartphone. These innovations are setting new standards for in-store convenience and satisfaction.

Omnichannel retailing is no longer optional. Customers expect seamless experiences across every channel, whether shopping in-store, online, or via social media. For today’s consumers, a consistent and cohesive journey from browsing to checkout is a baseline expectation.

A VP at a grocery chain once asked me, "Why don’t our systems talk to each other when our customers think of us as one company? If a customer can tell when they’ve moved from one business unit to another while shopping we’ve failed." That frustration underscores the importance of integration. Unifying inventory, sales, and customer data is crucial for delivering a smooth experience across platforms. It’s not just about meeting expectations—it’s about staying competitive.

Social commerce is also reshaping omnichannel strategies. Platforms like Instagram and TikTok are evolving into key touchpoints for consumers, where discovery and purchase happen in a single experience. Retailers using these platforms effectively are driving impulse buys and viral campaigns that boost revenue.

Additionally, services like buy-online-pickup-in-store (BOPIS) once nice to have are now table-stakes as shoppers prioritize convenience. Combining online and physical retail improves customer satisfaction while reducing delivery costs. As these practices mature, the lines between channels will blur even further, solidifying omnichannel as a critical driver of success.

In 2025, retailers who fail to use AI for personalization risk being like running a race in flip-flops—you’ll get there, but it won’t be pretty.

The Metaverse: A Frontier of Experimentation

Balancing Personalization with Privacy

Forecasts for 2025

The metaverse continues to intrigue retailers in 2025, but no one really knows what it is or what to do with it. While its full potential remains uncertain, it offers opportunities for virtual storefronts and immersive experiences that engage tech-savvy customers. Retailers are using the metaverse to build communities, enhance brand loyalty, and experiment with innovative marketing strategies.

During a meeting with a furniture retailer, an executive asked, "My kids are spending hundreds of dollars in Roblox and I ask why would someone buy a virtual couch?" The answer lies in creating memorable experiences. For instance, brands like Gucci have launched digital-only items in the metaverse, allowing customers to showcase their affiliations in virtual spaces. This strategy not only fosters engagement but also positions the brand as forward-thinking and innovative.

Retailers experimenting with metaverse technologies are also uncovering new revenue streams through virtual goods and events. Virtual pop-ups, gamified shopping, and exclusive NFT drops are just a few examples of how brands are monetizing the metaverse. Imagine hosting a digital fashion show where customers can purchase both virtual and real-world items at the same time. It’s not just futuristic—it’s happening.

Retailers must tread carefully to deliver personalization without compromising customer trust. Shoppers want tailored experiences, but they also demand transparency about how their data is used. Striking this balance is essential to maintaining credibility and fostering long-term relationships.

Privacy-first approaches, such as anonymized data collection and opt-in systems, are becoming increasingly important. Retailers that proactively address customer concerns and demonstrate accountability will not only avoid reputational risks but also strengthen their competitive edge.

As regulations like GDPR and CCPA continue to shape the landscape, businesses must remain agile and compliant. Prioritizing privacy can also be a differentiator, helping retailers earn trust and loyalty in an increasingly data-conscious world. Transparency about how data is used—like explaining that recommendations come from anonymized trends rather than personal histories—can ease concerns while still delivering a personalized experience.

AI and Personalization: AI adoption in retail will grow by over 20%, with personalized strategies boosting conversion rates by as much as 15% for early adopters.
Smart Stores: Smart store implementations will rise by 30%, with AR and VR technologies leading to enhanced customer engagement.
Omnichannel Integration: Retailers who achieve true omnichannel integration will grow revenues 15% faster than their competitors.
Metaverse Investments: Only 10% of retailers will heavily invest in the metaverse, but those that do will see long-term gains in customer engagement and differentiation – or maybe they won’t. The Metaverse is still the Wild West, though brands that do try and sit this one out might be left behind like the ones who were late to BOPUIS.
Data Privacy: Retailers that prioritize data privacy will avoid reputational risks and strengthen customer relationships, essential for long-term growth.

Retail in 2025 is a fast-paced, high-stakes environment where technology is both the challenge and the solution. Leaders who embrace innovation and remain customer-focused will thrive. As one client wisely noted, "In retail, standing still means falling behind."

Let’s take these trends, add bold strategies, and make 2025 a year of growth and transformation for your business. The future isn’t just something to predict—it’s something to build.

The State of the Retail Industry 2025

JAN 2025

03/05/2025 16:35:09