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Retailers rushing to boost multi-channel capabilities

Change in the behaviour of UK's consumers is forcing retailers to adapt, spending large sums of money on improving their multi-channel capabilities, a new report says.

According to the arvato UK Quarterly Outsourcing Index, outsourcing spend in the retail sector jumped more than double, year-on-year, to £155.3 million in the first quarter of 2016. Deals delivering an improved multi-channel experience were in 60 per cent of these agreements.

These movements in the industry are based on data showing that e-commerce spending in the UK is expected to grow by 11 per cent in 2016. IMRG says e-commerce spending will hit £126 billion this year, with 34 per cent of consumers stating their main way of shopping would be mobile.

“UK retailers are keen to reach customers through a broad range of channels. However, delivering a seamless, multi-channel shopping experience requires major transformation,“ said Debra Maxwell, CEO, CRM & Public Sector, UK & Ireland, arvato.

“Our research shows that retailers are increasingly looking to outsourcing partners to access the technology and expertise they need to get ahead in a rapidly growing market.”

Looking at the bigger picture, these changes have contributed to an incredibly strong first quarter for UK outsourcing. In total, contracts worth £2.08 billion were signed, in both private and public sectors in the country, representing a 116 per cent jump compared to the same period last year.

The public sector has had a larger part of the cake (65 pe cent), spending a total of £1.35 billion. ITO agreements dominated government spending, rising 47 per cent year-on-year.

Sead Fadilpašić

Sead is a freelance journalist with more than 15 years of experience in writing various types of content, from blogs, whitepapers, and reviews to ebooks, and many more, across sites including Al Jazeera Balkans, TechRadar Pro, IT Pro Portal, and CryptoNews.