Trend 03

Automatic retail

Customer experience, without the customer.

Trend axes

Automation
Contactless shopping
Customer experience
Frictionless retail

Some figures

62%

Of consumers inclined to avoid contact in their shopping experiences, even after the pandemic, according to the consultancy Capgemini.

56%

Of consumers favour technologies that provide contactless experiences through voice.

66%

Of consumers prefer to use mobile apps in physical spaces, such as shops or banks, rather than alternatives that involve physical contact.

39%

Only this share are willing to use facial recognition in their experience with a brand, due to ongoing concern about privacy.

From the shopping experience to the conveyor belt

Processes that involve the customer in retail spaces are gradually disappearing, giving way to retail whose main function increasingly focuses on carrying goods and services from the internet to the end consumer.

The rise of e-commerce and the demand for safe retail spaces, together with the pressure for ever more competitive margins, have brought about this situation, which casts uncertainty over what the future customer experience will be like in increasingly automated environments.

These innovative solutions include self-checkout systems, scannable labels, robotic assistants, checkout systems without queues or tills, take-away and delivery processes, automated shops… We are practically looking at a shopping experience without the customer.

“In an ever-volatile environment, speed of implementation and efficient use of resources are crucial”. “Future of retail operations: Winning in a digital era”, McKinsey & Company report.

Cases

01 / 03

Zorraquino spotlights

01
Automation is increasingly a fundamental requirement for retail to meet new consumer demands competitively.
02
Leaders in the sector must drive the cultural change needed to embrace automation and the reskilling of professionals in the face of this new wave of sophistication.
03
Although automation can cut costs, high standards must be guaranteed in planning and control processes, even if they stay in the background.

Automatic retail

From the shopping experience to the conveyor belt

Cases

More on the trend

References