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Blending tech and touch
What’ s the right mix for retail checkouts asks Olivia Robinson
Retailers have spent years refining the in-store experience to make shopping more convenient, and self-checkouts have become a familiar part of that effort. Many shoppers appreciate the speed and autonomy they offer, while others prefer a manned checkout where they can have a friendly conversation with a cashier.
The evolution of self-checkouts has offered shoppers a faster, more convenient experience, but not without challenges. Retailers now face new considerations, particularly with integrating new technologies with existing processes and systems.
For example, Tesco recently introduced AI technology at some of its self-checkouts to identify when shoppers fail to scan an item properly or may be attempting to shoplift. But the increased surveillance has at times led to shopper frustration on social media and a renewed appreciation for traditional checkout lanes.
So, what’ s the solution for retailers looking to keep customers happy, while also curbing rising levels of theft and ensuring each shopping experience is as smooth as possible?
The answer lies in combining technology and human service, so they coexist throughout and at the final stage of the shopping process. This will help retailers offer customers genuine choice, reduce overall queue times and foster greater customer loyalty.
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