Customer experience plays a key role in business success. As such, businesses are set to spend $641 billion on customer experience technologies by 2022.
By adopting tools like AI, big data, and data analytics, businesses can gain valuable insights about their customers in order to personalize and significantly improve their in-store experiences.
Table ordering systems
Table ordering systems and apps are revolutionizing the hospitality sector. They’re essentially a type of digital menu that lets customers select their order and pay with their smartphones — no face-to-face contact with servers needed. Some ordering systems don’t even require customers to download an app. Instead, they simply scan a QR with their phones. Customers will then be asked to specify their location inside the establishment, place their order, and pay. Table ordering systems are hygienic, as there’s no need to handle physical menus and card machines. They also speed up the ordering process as customers no longer have to queue at the bar when making and collecting orders — they simply order from their own tables instead. Table-ordering systems also take the pressure off customers, who get to choose their order in their own time.
Personalized product recommendations
Personalized product recommendations, drawing on cutting-edge technology, are being used to drastically improve the in-store customer experience. For example, Invertex employs AI and 3D imaging technology to analyze the anatomy of a customer’s feet. Recently purchased by Nike, this technology uses the data gleaned from the initial scan to provide customers with the most suitable shoe offerings and sizes currently available in-store. Moreover, this technology can also operate online. Customers just need to download an app on their smartphones and scan their feet in order to receive personalized product recommendations. With AI and 3D imaging technology, retailers can tailor their product lines to their customers’ exact unique needs, as well as create new and completely-personalized lines.
Cashierless store tech
Retailers like Amazon, Walmart, and 7-Eleven are beginning to adopt cashierless technology. Using a mix of sensors, cameras, deep learning, and computer vision techniques, cashierless technology lets customers shop and simply leave the store without queuing up to pay. In particular, Amazon’s “Just Walk Out” cashierless tech lets customers enter the store with just their credit card — there’s no need to download an app or have an Amazon account. Cameras track the customer around the store while shelf sensors detect when products are removed or placed back. When the customer exits the store, a charge is automatically made to their credit card. In-store kiosks are also available for customers who desire physical receipts (although email copies will also be sent). Amazon has also made Just Walk Out available to other retailers to purchase. This technology considerably improves speed and convenience for customers, who no longer have to wait around to pay — which is beneficial when they have limited time and face waiting in long lines.
New technology is helping to improve the in-store customer experience. Table ordering systems, tailored product recommendations, and cashierless store tech are some of the latest technologies improving personalization, convenience, and value for customers.