SOTI launches Personal Shopper Dashboards to empower Australian retailers

New research reveals the two most important factors that determine a positive in-store experience for Australian consumers. According to an exclusive study of Australian shoppers by SOTI, 85% of people say the speed at which they can access the store, find their item and complete payment, is critical to ensuring a positive instore experience. An additional 83% of people said the ability to quickly receive assistance from retail staff when needed was another key factor in shaping a positive in-store experience.

“Australian consumers expect fast, high-quality service the moment they walk into a retail store. If those expectations aren’t met, they don’t just leave empty handed, they often don’t come back. For retailers, it’s critical that staff are equipped with the right tools and technology to work efficiently and deliver exceptional service every time,” said Michael Dyson, VP of Sales, APAC at SOTI.

To meet rising shopper expectations SOTI has launched a timely innovation designed to give retailers better visibility, control, and confidence over how in-store devices are used. The newly released Personal Shopper Device Utilisation and Store Comparison Dashboards, help store teams improve device availability, reduce downtime, and deliver better customer outcomes.

According to Dyson, this kind of visibility has been missing from many retail operations. “Retailers often invest in in-store technology without having a full picture of how, or even if, it’s being used effectively. With these dashboards, we’re giving businesses a way to make informed, data-backed decisions. That leads to better store performance and a smoother customer experience.”

The Personal Shopper Device Utilisation Dashboard provides insights into individual devices or store fleets. Retailers can track device model types, peak hourly usage, average time spent in cradles, and average device return times. This level of detail helps operations teams determine whether devices are sitting idle for too long, being used inefficiently, or need to be reallocated to meet customer demand.

The Store Comparison Dashboard expands that visibility across the business. By comparing performance metrics across multiple store locations, head office teams can quickly identify which stores are excelling, which are underperforming, and where support or intervention may be needed. This makes it easier to balance resources, improve consistency and deliver a better in-store experience for all shoppers.

SOTI XSight’s latest update also includes Live View, a real-time feature that displays current and historical device performance across the network. For busy store teams, this means issues can be spotted and resolved before they impact customer service or sales. It also enables proactive support and device planning, reducing reactive troubleshooting, and improving consistency between locations.

“Technology should empower staff and enhance service, not add complexity,” Dyson added. “By giving retailers access to real-time data and historical insights, we’re making it easier to keep devices running, customers satisfied, and stores operating at peak efficiency.”

These new capabilities reflect SOTI’s ongoing commitment to helping retailers get more from their in-store technologies. With growing pressure to deliver seamless, efficient, and personalised shopping experiences, visibility into device usage is essential. The new Personal Shopper Dashboards help turn untapped data into clear, actionable insight for better decisions and better results.

For more information about the XSight 2025.1 platform, visit https://soti.net/