# Automatic retail · Consumer Trends 2021 · Zorraquino > Customer experience, without the customer. URL: https://www.zorraquino.com/en/trends/consumer-trends-2021/automatic-retail ![Automatic retail: Customer experience, without the customer.](https://cdn.sanity.io/images/0w1142l8/production/d4cb9c4ccfd72ca6f9113b106710f4fc3068cf23-1920x1321.webp/automatic-retail-customer-experience-without-the-customer.webp?w=1600&fit=max&auto=format&q=85) Trend 03 # Automatic retail 1. [Consumer Trends 2021Home](https://www.zorraquino.com/en/trends/consumer-trends-2021) 2. [Trend 01All slow](https://www.zorraquino.com/en/trends/consumer-trends-2021/all-slow) 3. [Trend 02Rethinking home](https://www.zorraquino.com/en/trends/consumer-trends-2021/rethinking-home) 4. [Trend 03Automatic retail](https://www.zorraquino.com/en/trends/consumer-trends-2021/automatic-retail) 5. [Trend 04Right to repair](https://www.zorraquino.com/en/trends/consumer-trends-2021/right-to-repair) 6. [Trend 05Blended leisure](https://www.zorraquino.com/en/trends/consumer-trends-2021/blended-leisure) 7. [Trend 06Remote luxury](https://www.zorraquino.com/en/trends/consumer-trends-2021/remote-luxury) 8. [Trend 07Mental illness triggers](https://www.zorraquino.com/en/trends/consumer-trends-2021/mental-illness-triggers) 9. [Trend 08New nomads](https://www.zorraquino.com/en/trends/consumer-trends-2021/new-nomads) 10. [Trend 09Brand activism matters](https://www.zorraquino.com/en/trends/consumer-trends-2021/brand-activism-matters) 11. [Trend 10First dates online](https://www.zorraquino.com/en/trends/consumer-trends-2021/first-dates-online) 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 1. 01 Automation is increasingly a fundamental requirement for retail to meet new consumer demands competitively. 2. 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. 3. 03 Although automation can cut costs, high standards must be guaranteed in planning and control processes, even if they stay in the background. ## More on the trend ### References - [Automation in retail: An executive overview for getting ready](https://www.mckinsey.com/industries/retail/our-insights/automation-in-retail-an-executive-overview-for-getting-ready) - [The future of retail and office space is up in the air, and proptech investors are optimistic](https://techcrunch.com/2020/09/05/the-future-of-retail-and-office-space-is-up-in-the-air-and-proptech-investors-are-optimistic/) - [Las 5 tendencias que seguirán los supermercados tras la pandemia: de la compra en solitario a locales especializados en comida para llevar](https://www.businessinsider.es/cinco-tendencias-marcaran-nuevo-retail-pandemia-689549) - [Future of retail operations: Wining in a digital era](https://www.mckinsey.com/~/media/McKinsey/Industries/Retail/Our%20Insights/Future%20of%20retail%20operations%20Winning%20in%20a%20digital%20era/) - [McK\_Retail-Ops-2020\_FullIssue-RGB-hyperlinks-011620.pdf COVID-19 and the age of the contactless customer experience](https://www.capgemini.com/research/covid-19-and-the-age-of-the-contactless-customer-experience/) - [The retail evolution’s great acceleration](https://www2.deloitte.com/us/en/pages/consumer-business/articles/retail-recession.html) - [Rebooting Retail. How technology will shape the future of retail](https://www.mckinsey.com/~/media/mckinsey/industries/retail/our%20insights/rebooting%20retail%20how%20technology%20will%20shape%20the%20future%20of%20retail/rebooting-retail-how-technology-will-shape-the-future-of-retail.pdf) - [Amazon is rolling out grocery carts that let shoppers skip checkout lines, bag their groceries and walk out](https://www.cnbc.com/2020/07/14/amazon-rolls-out-shopping-carts-that-eliminate-checkout-lines.html) - [Amazon Dash Cart](https://www.amazon.com/b?ie=UTF8&node=21289116011) - [COVID-19 and the age of the contactless customer experience](https://www.capgemini.com/research/covid-19-and-the-age-of-the-contactless-customer-experience/) - [The retail evolution’s great acceleration](https://www2.deloitte.com/us/en/pages/consumer-business/articles/retail-recession.html) - [Rebooting Retail. How technology will shape the future of retail](https://www.mckinsey.com/~/media/mckinsey/industries/retail/our%20insights/) - [FamilyMart set to test robotic c-store staff](https://insideretail.asia/2020/08/07/familymart-set-to-test-robotic-c-store-staff/) - [Lifvs](https://lifvs.com/) - [Box'd](https://www.boxdbyparamount.com/) Pages 56–70 of the report [![Right to repair: The culture of repair is back.](https://cdn.sanity.io/images/0w1142l8/production/af950305dfa5bb69df82c8e919dde0c4e6f46245-1920x1280.webp/right-to-repair-the-culture-of-repair-is-back.webp?w=1600&fit=max&auto=format&q=85)](https://www.zorraquino.com/en/trends/consumer-trends-2021/right-to-repair) Next trend · 04 [Right to repair](https://www.zorraquino.com/en/trends/consumer-trends-2021/right-to-repair)