Retailers will aim to address the following key challenges through IT in 2017: supply chain management efficiencies, offering a superior customer experience across channels, and gaining better insight from existing as well as new data sources. The share of outsourced IT services is growing among retailers, however business-critical functions tend to remain in-house. The right level of outsourcing needs to be individually assessed and balanced with in-house resources and skills


This report presents the findings from a survey of 152 retailers regarding their Information & Communications Technology (ICT) investment trends. The survey investigates how retailers currently allocate their ICT budgets across the core areas of enterprise ICT expenditure: hardware, software, IT services, communications, and consulting

The report illustrates the core technologies that retailers are investing in, including enterprise applications, business intelligence, internet of things (IoT), and green IT & virtualization. The survey also highlights the approach to purchasing technology adopted by retailers. The report aims to provide a better insight to ICT vendors and service providers when pitching their solutions to retailers

The survey was conducted in H1 2016 via an online methodology, with respondents all having ICT decision maker responsibility (typically CIOs and IT Managers).

In particular, it provides an in-depth analysis of the following:

– How ICT budgets are set to change in 2016 in terms of their overall size

– Allocation across the core elements of IT spend, including hardware, software, services, communications, and consulting

– Which ICT functions retailers are interested in outsourcing

– Retailers’ investment priorities based on their budget allocations across core technology categories such as enterprise applications, business intelligence, green IT & virtualization, and internet of things(IoT)

– Factors that are influencing retailers’ investments in each technology category

– How retailers’ IT budgets are currently allocated across various segments within a technology category

– Retailers’ distribution of their ICT budget across various segments within a technology category

– Vendor satisfaction ratings for various core and advanced technology categories

– Insight into retailers’ preferred buying approaches

– Business and IT objectives that retailers’ are looking to achieve through their IT investment strategies

– Factors that are influencing retailers’ decisions to select an ICT provider

Reasons to Buy

– Understand how the retail sector’s ICT landscape is set to change in 2016 to prioritize your target market

– Comprehend how money are being allocated by retailers in specific geographies and size bands to improve your market penetration

– Make effective business decisions by recognizing the opportunities within each of the core areas of ICT spend (hardware, software, IT services, telecommunications, and consulting)

– Realign your sales initiatives by understanding the current strategic objectives of retailers

– Enhance your market segmentation with the included, detailed breakdown of opportunities within selected technology categories (enterprise applications, business intelligence, green IT & virtualization, and internet of things(IoT))

– Prioritize your focus areas by understanding which factors are influencing retailers’ decisions when selecting an ICT provider

– Understand the changes in customers’ priorities and identify the business and IT objectives that retailers are looking to achieve through their ICT investment strategies

Key Players


Table of Contents

1 Trends in ICT budgets

1.1 Introduction

1.2 Survey demographics

1.3 Outsourced IT functions

2 ICT investment priorities and vendor satisfaction

2.1 Introduction

2.1.1 Enterprise applications

2.1.2 Business Intelligence

2.1.3 Green IT & virtualization

2.1.4 Internet of Things (IoT)

3 ICT procurement trends

3.1 Introduction

3.2 Business objectives influencing IT investment strategy

3.3 Key decision maker for purchasing technology

3.4 ICT provider selection

4 Sector-specific trends

4.1 Introduction

4.2 Technology areas receiving the largest investments

4.3 IT expenditure plans for specific technology areas

4.4 Upgrades in technology areas

5 Summary

6 Appendix

6.1 Definitions

6.2 Further reading

6.3 Contact the authors

List of Tables


List of Figures

Figure 1: Retail – enterprise ICT survey geographic breakdown

Figure 2: Retail – enterprise ICT survey breakdown by size band (number of employees)

Figure 11: Outsourced IT functions – Retail enterprises’ current and future outsourcing priorities

Figure 12: Enterprise Applications – Retailers’ current and future investment priorities

Figure 13: Enterprise Applications – selected primary provider and vendor satisfaction among retailers

Figure 14: Business Intelligence – Retailers’ current and future investment priorities

Figure 15: Business Intelligence – selected primary provider and vendor satisfaction among retail enterprises

Figure 16: Green IT & Virtualization – Retailers’ current and future investment priorities

Figure 17: Green IT & virtualization – selected primary provider and vendor satisfaction among retailers

Figure 16: Internet of Things (IoT) – Retailers’ current and future investment priorities

Figure 17: Internet of Things (IoT) – selected primary provider and vendor satisfaction among retailers

Figure 18: Business objectives which influence retail enterprises' IT investment strategy

Figure 23: Role of key entities in making ICT purchasing decisions

Figure 19: Factors influencing retailers' decision to choose an ICT provider

Figure 25: Top three IT projects in 2016 for retailers

Figure 24: IT expenditure plans in 2016 compared to 2015, for specific technology categories within retailers

Figure 22: Upgrades in the following technology areas for retailers


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