The challenge

Retail is no longer defined by channels, but by expectations.

Consumers move seamlessly between online and in-store, expecting consistency, personalization and security at every touchpoint. For retailers, keeping up means rethinking how technology, operations and experience connect.

SOTI wanted to understand where the biggest gaps, and opportunities, exist.

The approach

Arlington Research delivered a global study of 13,000 consumers across 11 markets, exploring behaviours, expectations and attitudes toward retail technology.

The research examined the full retail journey: from browsing and purchasing to delivery, returns and trust.

The insight 

The findings revealed a fundamental shift in consumer expectations:

Channels are no longer separate, they’re expected to work as one.

• 58% choose retailers based on personalization
• 83% want real-time order tracking
• 41% have experienced fraud when shopping
• 88% would think twice about using a retailer after a cyberattack

At the same time, economic pressure is reshaping behaviour, with consumers prioritising value, convenience and flexibility.

The outcome

Arlington helped SOTI shape a clear strategic narrative: One platform. Connected retail.

A vision where:

• Digital and physical retail experiences are unified
• Technology enhances both efficiency and engagement
• Security and trust are built into every interaction

This positions SOTI at the centre of the shift toward connected, intelligent retail operations.

The impact

The research gave SOTI a powerful platform to lead the conversation:

• Defined the gap between consumer expectations and retail reality
• Highlighted the role of mobility and integration in closing that gap
• Strengthened positioning around secure, connected operations

In a world where retail is everywhere, SOTI showed that the future isn’t just digital, it’s connected.

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