in-store unattended transformation
kiosk
unattended kiosk
The behavioural changes
introduced by the
COVID-19 pandemic create
a valuable opportunity
for us to rethink the retail
purchase experience.
By Peter Alcock, Head of Product Marketing, NMI
The rise and
rise of the
unattended kiosk
About the Author
Peter Alcock has over 25 years
experience in technology marketing,
joining Creditcall (acquired by NMI),
in 2000 from a Swiss telecoms
company. A versatile marketer,
he has held several management
positions within the company and is
responsible for product marketing
and content creation. He has
particularly broad knowledge of
unattended payment solutions in
parking, vending and kiosks.
When we emerge from our collective
quarantine, we’ll never again take for
granted something as simple as going
to the grocery store to pick up a carton
of milk. But once authorities determine
it’s safe to resume day-to-day activities,
we’ll probably rethink many of our
daily interactions — from high-fiving
colleagues for a job well done
to collecting change from the £10
note we hand the cashier at the
convenience store.
The behavioural changes introduced
by the COVID-19 pandemic create a
valuable opportunity for us to rethink
the retail purchase experience. As
businesses of all sizes, from boutique
retailers to chain stores, navigate
the changing preferences around
in-person interactions and transactions,
unattended technology solutions are
emerging as a potentially universal
solution for all sectors moving forward.
In-store shopping after
social distancing
Despite social distancing orders,
consumers are still permitted
to shop at essential businesses
(think supermarkets, pharmacies
and hardware stores). To maintain
operations, many of these businesses
eliminate infection points by offering
pick-up or delivery options. Given
the current state of social distancing,
consumers are also going online to
shop for necessities and other items —
e-commerce spending in the U.K. was
up by 12.5% in March compared to 2019
and reached a record high of 22.3% for
all retail during the month.
But what will happen when social
distancing orders subside and nonessential
businesses open their doors
again? Shoppers will return, but it’s likely
their long-term shopping and spending
habits will be forever changed. With
consumers reducing social interaction,
will they crave face-to-face service
in stores or will convenience and
cleanliness win them over and make
consumers gravitate toward a zero-touch
purchasing process?
These are important questions that
will reshape the retail landscape in the
months ahead. To stay ahead of the
curve, non-essential businesses need to
start planning now for the return of instore
shoppers by finding ways to reduce
physical touchpoints and creating a safe
shopping experience through the use
of unattended solutions, like kiosks and
vending machines.
The shift toward unattended
retail payments
A recent survey found 87% of U.S.
shoppers would prefer to shop in stores
with contactless options, or at least more
self-checkout features. And in the U.K.,
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