IDG Contributor Network: A neglected retail IT trial is worse than none at all

A throwaway reference in a Reuters story last week showcases a critical retail IT problem, which is that chains in the hectic holiday shopping season are quite willing to try new technology but are almost never willing to support it. That means insufficient or non-existent signage, associate training or simple attention to details to make sure it works reliably.

"Recent visits to a Staples store in New York City found that a kiosk set up to allow people to order online wasn't functioning, and at a JCPenney store in the city, the Wifi didn't work," the Reuters report said. "Both companies said the problems encountered were unusual and that they have backup systems in place."

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