소매 분야 디지털 워크플레이스 : 시장 점유율 분석, 업계 동향 및 통계, 성장 예측(2026-2031년)

According to Mordor Intelligence, the digital workplace in retail market size is projected to be USD 7.4 billion in 2025, USD 8.69 billion in 2026, and reach USD 20.34 billion by 2031, growing at a CAGR of 18.53% from 2026 to 2031.

This report is Segmented by Component (Solutions [Unified Communication and Collaboration, Workflow Automation and Knowledge Management, Enterprise Mobility and Management, and More], and Services), Deployment Mode (Cloud, On-Premises, and Hybrid), Organization Size (Large Enterprises, and Small and Medium-Sized Enterprises), and Geography. The Market Forecasts are Provided in Terms of Value (USD).

Global Digital Workplace In Retail Market Trends and Insights

Rising Demand For Real-Time Store Associate Communication

The digital workplace in the retail market is being pushed forward by the growing cost of slow store communication during customer-facing activity. Store teams now need instant access to task updates, service escalations, and product guidance without leaving the sales floor. Email and consumer messaging apps do not solve that need well when the workforce is large, mobile, and spread across long operating hours. Zoom launched Zoom Workplace for Frontline in April 2025 with push-to-talk, AI-assisted shift reporting, shift swapping, task management, and knowledge search in one mobile-first product, which shows how vendors are reshaping the digital workplace in the retail market around deskless work rather than office templates. Aeon Retail also deployed AI-equipped all-in-one devices across 390 stores from June 2025 so associates could search digitized manuals through a conversational AI interface in real time. The digital workplace in the retail market benefits when voice, task handling, and knowledge retrieval sit in one associate-facing tool because training becomes easier and daily usage becomes more consistent across store networks.

Expansion of Omnichannel Retail Operations

The digital workplace in the retail market is gaining momentum because omnichannel retail has increased the number of tasks each store associate must manage within the same shift. Fulfilling store purchases, pickup orders, and digital promotions at the same time now requires live coordination between corporate planning data and frontline execution. Manhattan Associates reported in its 2025 retail benchmark work that workforce coordination capability was becoming a more visible differentiator between top-performing retailers and the broader market. NEC announced in May 2025 that Seven-Eleven Japan was deploying around 300,000 mobile and tablet terminals with unified endpoint management, which showed that large convenience operators were treating workforce digitalization as infrastructure rather than optional spend. SAP also used NRF 2026 to show AI-assisted assortment management, promotion pricing, and retail data capabilities that connect store activity more closely to enterprise planning. The digital workplace in the retail market is therefore moving beyond collaboration software and toward an operational layer that helps retailers manage channel complexity with less delay between planning and execution.

Data Security and Privacy Concerns Across Store Devices

The digital workplace in the retail market still faces caution from buyers because every new handheld, tablet, kiosk, and shared device expands the number of endpoints that must be secured across the store network. This matters even more when workplace platforms connect with store operations, workforce data, or environments close to payment activity, because retailers then need stronger controls over access rights, device policies, and audit trails. Compliance needs also vary across regions, making rollouts more challenging for retailers operating across several countries and different legal standards. CPA Australia reported in April 2026 that 44% of small businesses in Singapore lost time or money due to cybersecurity incidents in 2025, which showed how security gaps create direct operational and financial disruption rather than only reputational risk. As a result, enterprise-grade mobile device management, role-based access control, and encrypted audit logging have become standard buying criteria for the digital workplace in the retail market, slowing adoption of lower-cost or consumer-style tools that cannot meet those expectations. This also raises the barrier for new vendors because trust, compliance readiness, and proven deployment controls now play a major role in shortlist decisions.

Other drivers and restraints analyzed in the detailed report include:

1. Need for Centralized Knowledge and Task Orchestration
2. Workforce Mobility and Frontline Productivity Requirements
3. Integration Complexity With Legacy Retail Systems

For complete list of drivers and restraints, kindly check the Table Of Contents.

Segment Analysis

Solutions captured 66.38% of the digital workplace in retail market in 2025 and are projected to expand at an 18.93% CAGR through 2031, which keeps the component mix centered on software platforms that can support communication, tasks, and knowledge access in a unified way. Solutions also accounted for 66.38% of the digital workplace in retail market size in 2025 because retailers continue to prefer pre-integrated systems over separate tools that have to be managed one by one across stores. Unified communication and collaboration platforms remain the most common entry point because they give retailers an immediate way to connect headquarters with store teams and reduce day-to-day coordination gaps. Zoom's April 2025 frontline launch reflected that priority by combining push-to-talk communication, AI-assisted shift reporting, task management, and smart knowledge search in one mobile-first environment for deskless work. The digital workplace in retail market is also pushing solution demand higher as retailers add endpoint management, workflow automation, and employee experience functions to the same platform rather than buying new systems for each use case.

The next layer of solution growth is coming from tools that help retailers manage larger device estates, more complex execution workflows, and higher expectations for operational consistency across stores. NEC's next-generation system for Seven-Eleven Japan, built around around 300,000 mobile and tablet terminals and unified endpoint management, showed how far large-format operators are now willing to invest in structured frontline enablement. Employee experience platforms, workflow automation modules, and knowledge management layers are becoming more important because retailers want platforms that not only connect workers but also guide work in a more consistent way. In the digital workplace in retail industry, services still matter because implementation support, managed operations, compliance checks, and custom workflow design often determine whether a platform scales well across countries and formats. That is why the digital workplace in retail market continues to stay solutions-led while services grow in supporting importance as AI layers, workflow updates, and governance needs become a regular part of ongoing platform management.

Complete Report Scope:

• By Component
  • Solutions
    • Unified Communication and Collaboration
    • Unified Endpoint Management
    • Enterprise Mobility and Management
    • Employee Experience Platforms and Intranet
    • Workflow Automation and Knowledge Management
    • Virtual Desktop Infrastructure and Cloud PC
  • Services
• By Deployment Mode
  • Cloud
  • On-premises
  • Hybrid
• By Organization Size
  • Large Enterprises
  • Small and Medium-sized Enterprises
• By Geography
  • North America
    • United States
    • Canada
    • Mexico
  • South America
    • Brazil
    • Argentina
    • Chile
    • Colombia
    • Rest of South America
  • Europe
    • Germany
    • United Kingdom
    • France
    • Italy
    • Spain
    • Netherlands
    • Nordics
    • Russia
    • Rest of Europe
  • Asia-Pacific
    • China
    • Japan
    • India
    • South Korea
    • Australia and New Zealand
    • Southeast Asia
    • Rest of Asia-Pacific
  • Middle East
    • Saudi Arabia
    • United Arab Emirates
    • Turkey
    • Israel
    • Rest of Middle East
  • Africa
    • South Africa
    • Egypt
    • Nigeria
    • Kenya
    • Rest of Africa

Geography Analysis

North America held 37.42% of the digital workplace in retail market in 2025, which made it the largest regional contributor. North America also represented 37.42% of the digital workplace in retail market share in 2025 because the region combines deep retail technology spending with strong cloud, device, and communications infrastructure. U.S. retailers have moved beyond simple deployment of messaging tools and into AI-led execution layers that support store planning, translation, and inventory work in real time. Walmart's June 2025 launch of AI-powered tools for 1.5 million associates showed the scale at which North American chains are using digital workplace platforms to reshape daily store operations. The digital workplace in retail market in North America is also helped by a vendor base that can support enterprise rollout, device management, AI integration, and multi-site governance with less friction than in smaller or less connected regions.

Europe remained the second-largest regional market in 2025, with Germany, the United Kingdom, France, Italy, Spain, and the Nordics anchoring demand. The region is moving steadily toward AI-augmented frontline tools, but buyers usually place more weight on auditable deployment, employee data handling, and policy control than on rapid feature adoption alone. Marks and Spencer's 2026 Copilot rollout showed that large European retailers are using digital workplace tools to reduce manager administration and improve store execution quality rather than to follow a general AI trend. France Num's 2025 findings also showed that smaller commerce businesses in Europe are increasingly comfortable with software adoption, which supports a broader base for expansion beyond large chains.

Asia-Pacific is projected to expand at a 19.47% CAGR through 2031, which makes it the fastest-growing regional segment in the digital workplace in retail market. Growth in the region is being supported by large frontline workforces, rising organized retail activity, active public digitalization programs, and broad variation in store formats that favor mobile-first deployment. Japan remains a major reference point because Aeon Retail deployed AI-equipped frontline devices across 390 stores from June 2025, while NEC's Seven-Eleven Japan project added around 300,000 mobile and tablet terminals to support the next-generation store system. Southeast Asia is also gaining momentum as organized retailers adopt unified communications and workflow tools to improve consistency across fast-growing networks. MYDIN's May 2026 partnership with Lark showed how large regional retailers are using the digital workplace in retail market to unify communications, workflows, and employee engagement across national store estates. South America and Africa are building from a smaller base, but Shoprite's rollout of YOOBIC across more than 3,400 stores demonstrated that mobile-first architectures can still support scale in environments where infrastructure conditions are less even. The Middle East is also moving ahead through large retail groups in Saudi Arabia and the United Arab Emirates, where digital economy programs and high smartphone usage are making frontline platform deployment easier to support over time.

1. Microsoft Corporation
2. Cisco Systems, Inc.
3. IBM Corporation
4. Google LLC
5. SAP SE
6. Oracle Corporation
7. VMware, Inc.
8. Citrix Systems, Inc.
9. HPE Development LP
10. Dell Technologies Inc.
11. VMware by Broadcom Inc.
12. ServiceNow, Inc.
13. Slack Technologies, LLC
14. Zoom Video Communications, Inc.
15. RingCentral, Inc.
16. Salesforce, Inc.
17. Zebra Technologies Corporation
18. Honeywell International Inc.
19. Panasonic Holdings Corporation
20. Samsung Electronics Co., Ltd.

Additional Benefits:

• The market estimate (ME) sheet in Excel format
• 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

• 1.1 Study Assumptions and Market Definition
• 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET LANDSCAPE

• 4.1 Market Overview
• 4.2 Market Drivers
  • 4.2.1 Rising Demand for Real-Time Store Associate Communication
  • 4.2.2 Expansion of Omnichannel Retail Operations
  • 4.2.3 Need for Centralized Knowledge and Task Orchestration
  • 4.2.4 Workforce Mobility and Frontline Productivity Requirements
  • 4.2.5 Increased Adoption of Cloud-Based Retail Collaboration Tools
  • 4.2.6 Growing Focus on Employee Experience and Retention
• 4.3 Market Restraints
  • 4.3.1 Data Security and Privacy Concerns Across Store Devices
  • 4.3.2 Integration Complexity With Legacy Retail Systems
  • 4.3.3 High Change Management Burden for Store-Level Adoption
  • 4.3.4 Uneven Digital Maturity Across Retail Formats and Regions
• 4.4 Industry Value Chain Analysis
• 4.5 Impact of Macroeconomic Factors on the Market
• 4.6 Regulatory Landscape
• 4.7 Technological Outlook
• 4.8 Porter's Five Forces Analysis
  • 4.8.1 Bargaining Power of Suppliers
  • 4.8.2 Bargaining Power of Buyers
  • 4.8.3 Threat of New Entrants
  • 4.8.4 Threat of Substitutes
  • 4.8.5 Intensity of Competitive Rivalry

5 MARKET SIZE AND GROWTH FORECASTS (VALUE)

• 5.1 By Component
  • 5.1.1 Solutions
    • 5.1.1.1 Unified Communication and Collaboration
    • 5.1.1.2 Unified Endpoint Management
    • 5.1.1.3 Enterprise Mobility and Management
    • 5.1.1.4 Employee Experience Platforms and Intranet
    • 5.1.1.5 Workflow Automation and Knowledge Management
    • 5.1.1.6 Virtual Desktop Infrastructure and Cloud PC
  • 5.1.2 Services
• 5.2 By Deployment Mode
  • 5.2.1 Cloud
  • 5.2.2 On-premises
  • 5.2.3 Hybrid
• 5.3 By Organization Size
  • 5.3.1 Large Enterprises
  • 5.3.2 Small and Medium-sized Enterprises
• 5.4 By Geography
  • 5.4.1 North America
    • 5.4.1.1 United States
    • 5.4.1.2 Canada
    • 5.4.1.3 Mexico
  • 5.4.2 South America
    • 5.4.2.1 Brazil
    • 5.4.2.2 Argentina
    • 5.4.2.3 Chile
    • 5.4.2.4 Colombia
    • 5.4.2.5 Rest of South America
  • 5.4.3 Europe
    • 5.4.3.1 Germany
    • 5.4.3.2 United Kingdom
    • 5.4.3.3 France
    • 5.4.3.4 Italy
    • 5.4.3.5 Spain
    • 5.4.3.6 Netherlands
    • 5.4.3.7 Nordics
    • 5.4.3.8 Russia
    • 5.4.3.9 Rest of Europe
  • 5.4.4 Asia-Pacific
    • 5.4.4.1 China
    • 5.4.4.2 Japan
    • 5.4.4.3 India
    • 5.4.4.4 South Korea
    • 5.4.4.5 Australia and New Zealand
    • 5.4.4.6 Southeast Asia
    • 5.4.4.7 Rest of Asia-Pacific
  • 5.4.5 Middle East
    • 5.4.5.1 Saudi Arabia
    • 5.4.5.2 United Arab Emirates
    • 5.4.5.3 Turkey
    • 5.4.5.4 Israel
    • 5.4.5.5 Rest of Middle East
  • 5.4.6 Africa
    • 5.4.6.1 South Africa
    • 5.4.6.2 Egypt
    • 5.4.6.3 Nigeria
    • 5.4.6.4 Kenya
    • 5.4.6.5 Rest of Africa

6 COMPETITIVE LANDSCAPE

• 6.1 Market Concentration
• 6.2 Strategic Moves
• 6.3 Market Share Analysis
• 6.4 Company Profiles (includes Global Level Overview, Market Level Overview, Core Segments, Financials as available, Strategic Information, Market Rank/Share, Products and Services, Recent Developments)
  • 6.4.1 Microsoft Corporation
  • 6.4.2 Cisco Systems, Inc.
  • 6.4.3 IBM Corporation
  • 6.4.4 Google LLC
  • 6.4.5 SAP SE
  • 6.4.6 Oracle Corporation
  • 6.4.7 VMware, Inc.
  • 6.4.8 Citrix Systems, Inc.
  • 6.4.9 HPE Development LP
  • 6.4.10 Dell Technologies Inc.
  • 6.4.11 VMware by Broadcom Inc.
  • 6.4.12 ServiceNow, Inc.
  • 6.4.13 Slack Technologies, LLC
  • 6.4.14 Zoom Video Communications, Inc.
  • 6.4.15 RingCentral, Inc.
  • 6.4.16 Salesforce, Inc.
  • 6.4.17 Zebra Technologies Corporation
  • 6.4.18 Honeywell International Inc.
  • 6.4.19 Panasonic Holdings Corporation
  • 6.4.20 Samsung Electronics Co., Ltd.

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

• 7.1 White-Space and Unmet-Need Assessment