Should supermarkets be fully automated with self-checkout services?
Should supermarkets be fully automated with self-checkout services? That is the debate that has been trending in recent weeks. Technology and human contact can go hand in hand, if retailers set the right priorities.
90% of customers have used a self-service device at least once. The use of this technology is on the rise, as it has nothing but benefits. Retailers can better inform customers, using new technology such as augmented reality and AI-based customisation.
In addition, the payment process is more efficient, resulting in reduced queues. But should retailers save on staff? That is not definite.
A well-known international hotel chain replaced the reception with self-service kiosks. Why? Because customers were asking for it. Instead, more staff were deployed in the bar and restaurant. According to a survey, hotel guests appreciate excellent service more in the hotel bar and restaurant. So the staff were moved from reception to the bar. As a result, the customer experience was significantly increased in the places where customers valued it. A win-win situation.
Self-service technology and employees are not enemies, but together they can enhance the customer experience and generate more footfall for a company.
Cennox is the end-to-end solution for all procurement, installation and maintenance of self-service devices. With decades of experience, we can make the difference for you.