The future of retail, unlocked
To unlock future technologies, retailers need networks they can trust.
Secure and fast connections support the digital touchpoints that matter most to employees and customers, like personal recommendations, reliable in-store Wi-Fi, and CCTV network.
They unlock true omnichannel journeys, offering greater opportunities for bespoke customer experiences and data-led loyalty programmes. At the same time, fast, secure, and reliable connectivity plays a fundamental role in ensuring supply chains are truly optimised and distribution can handle demand peaks.
Connectivity opportunities in retail
In the fast-moving world of retail, your network is the essential platform to empower future game-changing technologies – think AI chatbots, in-store virtual reality or automated distribution – that will boost productivity and generate customer loyalty.
The potential future opportunities these technologies could unlock are vast. Our research shows connectivity investments could unlock £7billion in value for the sector between 2025 and 2030, potentially handing back nine days per employee per year to spend on business-boosting projects
£7bn
The potential additional value unlocked for the retail sector from connectivity investments and productivity gains between 2025-2030.
That’s more than 1% of all UK retail sales in 2024.
9 days
The potential annual connectivity-driven productivity gains unlocked by 2030 per employee.
That’s more than the annual UK bank holiday entitlement (eight days) in new and productive work time.
Experience counts
A great digital experience makes workplaces more rewarding and can improve customer loyalty.
Meanwhile poor technology can increase frustrations. Our research shows that subpar digital experiences are leading to consumers and employees voting with their feet, with 14% of shoppers saying they’ve switched retailers and 27% of retail employees saying they’ve quit or considered quitting due to a poor digital experience.
Shopper experience
Across in-store and online shopping, 14% of shoppers have switched retailers due to a poor digital experience
58% of shoppers are confident that the digital experience provided by retailers will meet their needs by 2030
Employee experience
27% of retail employees have quit, or considered quitting, due to workplace technology frustrations
67% of retail employees are confident that their organisation will be future-ready by 2030, implying a third doubt their employer’s ability to catch-up with technological opportunities.
Getting the connectivity fundamentals right
When networks are fast, reliable, and secure, employees can work productively, and customers feel confident that their data is protected. When networks fail, trust evaporates – and customer loyalty dips along with it.
Smart teams need smart tools
Despite being under pressure to work smart, many retail employees feel the tools they rely on every day are holding them back. Only one in 10 retail workers believe their workplace technology is truly ‘leading edge’.
8% of retail employees say they have left their jobs because of poor technology – that’s nearly one in 12 of every worker in the sector.
Nearly 20% (or one in five) have considered quitting. Top reasons for this include insufficient training on new systems, outdated devices, unreliable connectivity, and frequent system downtime.
The top tech-driven exit triggers
Insufficient training on new systems.
Outdated devices.
Unreliable connectivity and frequent system downtime.
A digital divide between the boardroom and the shopfloor
C-suite executives have high hopes for the future of connectivity, expecting efficiency savings in terms of time spent on tasks, plus the chance to transform customer experience. According to our research, they target 11 hours saved per week on average by 2030 thanks to AI and automation.
On the shop floor, it’s a different story. Although most employees expect to save at least some time, more than 1 in 10 (14%) say that they don’t expect AI to save them any time at all.
The clash between expectations and current ways of working is also clear in current adoption of AI tools. More than two in five (42%) C-suite leaders describe the level of their current workplace technology as ‘basic’.
Customer loyalty on the line
The stakes are high because connectivity underpins trust when it comes to retail customers: they are more likely to stay loyal to a business that gets the fundamentals right. Top factors for improving their loyalty in the future include enhanced data security, strong cyber protection, and a fast in-store checkout experience.
When networks are fast, reliable, and secure, employees can work productively and customers feel confident that their data is protected. When networks fail, trust evaporates – and customer loyalty with it.
Some 14% of consumers across in-store and online have already switched retailers because of a poor digital experience.
29% of consumers have considered switching. The reason? Slow customer support, sluggish digital interactions, and difficulty using websites or apps.
Beyond the essentials, shoppers increasingly value richer experiences such as personalised recommendations, interactive digital displays, augmented reality previews, and even live immersive in-store experiences.
Top factors for improving customer loyalty in the future
Enhanced data security
Strong cyber protection
A fast in-store checkout experience
“Retailers are under pressure to provide new and dynamic in-store experiences, but too many frontline teams are stuck with outdated tools. When only one in 10 employees feel supported by leading-edge tech, it’s not just a productivity issue, it’s a loyalty risk. Seamless connectivity and secure infrastructure are the invisible engines of trust. If you get the basics right, have a network-first mindset, then stores can become powerful platforms for differentiation.”
Simone Chetcuti
Director of Retail, Personal Consumer and Charity, BT Business
Omnichannel is the future, but only if you’re ready
By 2030, in-store experiences will still be highly sought after, but only if they are connected, immersive, and integrated.
Shopping will spread across emerging channels. Online and app-based shopping are expected to grow, but the in-store experience will remain precious to consumers, falling only slightly from 46% today to 36%.
Loyalty programmes are here to stay, with 79% of employees believing unified customer profiles and loyalty programmes that enable tailored rewards and personal service will be important to improving customer experience at their workplace.
In this environment, not acting comes with risks. A weak omnichannel experience – the sum of all touchpoints from online to in-store – risks pushing customers towards competitors.
Is the future of retail already here?
See how BT is helping shops like EE Innovation Stores use better connectivity to support their staff and give customers a great experience with digital technology.
Big ticket benefits
In summary, secure, reliable networks allow retail businesses to:
Divert time and energy from tech woes to profit centres.
Boost omnichannel options for customer delight.
Provide the tools employees need to thrive.
Ramp up security for everyone’s peace of mind.
Your future unlocked
We help unlock your future by putting your network first. Our strategy delivers the core ingredients of security, scale, speed, and reliability, which are essential for building stronger retail experiences.
Network first
We use Distributed Antenna Systems (DAS) to boost coverage and capacity in busy retail environments, giving customers the same strong network performance indoors as outdoors.
Retail tools
From real-time stock visibility to digital signage and connected scanners, we give retailers the tools to deliver for employees and customers – all backed by our robust network.
Secure connectivity
Every capability is powered by resilient, future-ready networks that keep customers and staff connected. We offer secure, fully managed SD-WAN, equipped with intelligent technology so retailers can focus on creating brilliant experiences.
Customer impact
Shoppers enjoy a faster, safer, more engaging experience, while businesses benefit from loyal customers and fewer staff headaches. From fast, reliable in-store Wi-Fi to innovative surveillance solutions for peace of mind, we offer infrastructure that delivers.
Digital transformation
We help modernise estates with cloud, AI, data and omnichannel strategies, supported by a leading partner ecosystem. BT Group launched the first 5G network in 2019 and has been ranked number one every year since. Our extensive network coverage helps retailers operate at scale, supporting expanding businesses, while our nearly 5,000 patents prove innovation is embedded in our DNA.
Proven expertise
Through EE, part of BT Group, we run more than 550 UK stores, giving us practical knowledge and experience to help retailers unlock long-term value.
For guidance on how to plan and build your future network, get in touch.
© BT 2025
© BT 2025