Omnichannel to offer best client experience to brace UAE's retail sector

With the retail industry observing dynamic transformation in different technologies and sales channels, it has been reported that the introduction to omnichannel approach would potentially help retailers worldwide attain a niche in the industry. One such instances is rather evident from UAE’s retail sector.

Recently, a survey conducted in UAE depicted that omnichannel is expected to bolster the retail sector in the country. As cases of COVID-19 are decline continuously in the country, residents are again putting their confidence in brick-and-mortar stores, as per the Kearney study.

Through the survey, it was revealed that the UAE residents prefer buying bags, clothes, and accessories in-store, with an enhanced shopping experience (49%), convenience (51%), and competitive pricing (44%) being the key motivators.

Commenting on the survey, Debashish Mukherjee, Partner, Consumer and Retail at Kearney Middle East stated that with omnichannel, online, and in-store going head-on for attracting customers, building stronger connections of brands will become vital, said.

Mukherjee quoted that the customer's habits had been transformed drastically in the last 18-months, where the rapid adoption of online shopping and spending was witnessed.

He mentioned that although the e-commerce sector has not slowed down, it can be observed that customers are returning to their preferred stores for an improved shopping experience.

The study discovered that around 34% of residents have been spending heftily on non-essential items over the last quarter.

This surge resonates with the prediction issued earlier this year by the Dubai Chamber of Commerce & Industry, which predicts that store-based retailing will grow at a CAGR of 5.7%.

Mukherjee further stated that this year the online retailers began offering a discount at the second week of November with a single-day sale, rather than the traditional Black Friday kick-off.

Imperatively, Debashish has laid expectations on retailers to commence offering better in-store experiences, click and collect, store-in-stores concepts, or self or automated checkouts as consumers today are looking for better and more engaging ways of shopping.

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By Shreya Bhute

With corporate exposure in software and marketing, Shreya was always intrigued by content development. Having pursued her graduation in I.T. engineering, she works as a content writer for and jots down news articles across distinct domains including technology, business and healthcare.