Retail Evolved: Upgrades are Slowing and Resale is Exploding

Welcome to the third installment of our Retail Evolved series. We’ve explored unified commerce hubs and AI-driven automation, so now it’s time for a hot take: retailers who orchestrate the end-to-end device lifecycle will own the future.

The way leading retailers manage the overarching device lifecycle is changing fast. Trade-in, protection, repair, and resale have long been treated as disconnected programs by many. That siloed approach leaves money on the table: missed rebate claims, inventory errors, and attach-rate gaps. In 2025, the winners in telecom retail aren’t just offering these services; they’re orchestrating them end-to-end with automation, intelligence, and unified workflows.

Enter iQ Hub and iQ Storefront: the backbone and the front line of lifecycle commerce. Together, they will transform device lifecycle management from a patchwork of manual processes into a seamless, profitable journey.

Market Signals: Longer Upgrade Cycles and the Growth of the Secondhand Device Market

For a few years now, device upgrade cycles have been extending and reshaping telecom retail economics. In 2025, global smartphone replacement cycles have reached an average of three and a half years, up from the traditional two-year cadence in the past. The driving forces? Improved device durability, extended software support, and economic caution.

At the same time, the refurbished smartphone market is booming. Valued at $88.78 billion in 2025, it’s projected to more than double by 2033 (SNS Insider). In some European markets, refurbished devices already account for smartphone sales, signaling a mainstream shift toward circular commerce. According to NielseniQ, consumers have shifted toward looking for the smartest investment rather than the latest model and desire a device that’s sustainable and affordable.

Generational trends amplify this movement. Gen Z leads the charge, with 80% embracing secondhand shopping across all markets and prioritizing sustainability and affordability over the latest and greatest (SWISEE). Protection plans are also surging, reflecting rising consumer demand for safeguarding devices and reducing financial risk. For telecom retailers, this is more than just a cultural shift. Not only are lifecycle programs like trade-in, protection, repair, and resale important, they’re the foundation for relevance in a market where consumers expect value and eco-conscious choices. 

More Buying Options, Everywhere

Longer upgrade cycles and the surge in refurbished devices aren’t just changing what consumers buy; they’re also reshaping where consumers buy. Consumers can also shop at kiosks, repair shops, and other omnichannel touchpoints that meet their need for convenience and sustainability, making it more critical than ever for carriers and retailers to keep their consumers at the center of the journey and evolve with their needs. 

For retailers, these trends translate into opportunities.

iQ Hub: The Orchestration Engine

Device lifecycle management success starts in the back office. iQ Hub is purpose-built for telecom complexity, centralizing inventory, order, and reporting workflows in a cloud-native, event-driven architecture. Here’s how Hub will power device lifecycle when it launches later this year:

• Automated SKU & Pricing Management
  Simplified setup and management with pre-loaded data and smart tools, ensuring lifecycle offers (trade-in credits, protection pricing) are always accurate.
• Vendor Rebate Precision
  End-to-end rebate management means eligibility, tracking, and payout visibility will be automated, reducing missed claims and boosting revenue.
• Actionable Intelligence in the Flow of Work
  Personalized dashboards tailored by user role, so teams act faster without digging through static reports.
• Embedded AI for Smarter Operations
  AI-driven insights through iQ Assist, surfacing next-best actions automatically.

iQ Storefront: Intelligence at the Edge

While Hub orchestrates the back office, iQ Storefront brings lifecycle intelligence to the sales floor:

• Role-Based Journeys
  Associates see only what matters: trade-in prompts at the right moment, protection plan attach flows, and repair intake guidance.
• Guided Selling for Lifecycle Offers
  Storefront surfaces upsell opportunities dynamically, powered by AI, so reps can maximize attach rates without slowing the sale.
• Unified Customer Experience
  Whether selling a new device, processing a return, or initiating a repair, Storefront ensures every step feels seamless and consistent.

The Strategic Advantage

Device lifecycle management shouldn’t be just operational; it should be strategic. By connecting Hub and Storefront, retailers unlock:

• Higher Attachment Rates for protection and accessories
• Faster Repair Intake with fewer errors
• Reduced Inventory Discrepancies through serialized tracking
• More Captured Rebate Dollars thanks to automated eligibility and claims
• Lower Operational Overhead via automation and AI-driven workflows

And it’s not just theory. Retailers using AI-driven lifecycle platforms report up to 30% fewer stockouts and 20 – 25% less excess inventory, improving both customer experience and working capital.

The Bigger Picture

Consumers want affordability, sustainability, and convenience. Trade-in programs deliver value and reduce e-waste. Protection plans provide peace of mind. Repair and resale extend device life and support circular commerce. But without proper orchestration, these programs create friction and complexity.

iQ Hub and iQ Storefront change that equation. They turn device lifecycle management into unified, intelligent journeys that are powered by automation, AI, and event-driven workflows. For telecom retailers, this isn’t just evolution. It’s a competitive necessity.