Self-Service Automation and Humanization: 5 Rules for Success

AI and data are critical tools for success In a subject familiar to data scientists

The vast amount of customer and operational data that modern technology (including POS systems, analytics stacks, security systems, etc.) can generate may be both useful and overwhelming. Any amount of data is only available when it becomes actionable information, so make sure (a) your systems can communicate with each other, (b) they are generating useful output, and (c) you are sharing data fairly and complying with regulations between your operations and partner ecosystems. That's why careful selection of software stacks and partners is an integral part of success.

Micro-markets are key to self-service success According to Phil Deckers

Director of Technology Solutions at global convenience service provider Sodexo InReach, in a post-COVID world, micro-markets are gaining ground, with data and AI playing a crucial role in optimization. AI has proven to be a crucial tool that can handle all this data and combine it with geographical, demographic, Nielsen, and IRI marketing data to gain insights, enabling scientific experimentation for product optimization and new strategies. "Data-driven decision-making" has long been a mantra in the IT world.

Retail self-service is on the rise Especially for large retailers

as other departments are asked to "fill in" kiosk needs, rather than being led by executives dedicated to kiosks, "finding someone who is focused on what you're trying to accomplish in what you sell is very difficult; it's always someone else's job. In the grocery and restaurant space, linking your self-service terminals to your brand's loyalty program is an effective way to bring reciprocal customer traffic back to your stores; however, if the relevant departments are not streamlined in this way, you will feel a headache." "Right now, you just plug them in and leave, and then you hope for the best, and sometimes it works very well. But, clearly, the future is integration with retailers, and I'll use Kroger again, [a brand with one of the most successful loyalty programs]." How do you plug in? Savvy self-service terminal operators need to know how to build relationships with the right people and departments in the retailers (or chain restaurants) they work with while striving for a simplified future.

Finding a Balance Between Self-Service and Warmth

A few days ago, I was looking at a coffee solution where you have your beans to cup, and you have your barista on-site. If my barista is going to make the same four drinks as the beans to cup, why do I have someone there? It's about doing the habitual things, it's about putting a smile on someone's face. This is where you get this balance, using your grab-and-go as a disruptor. It's a great use for expansion. Or leverage markets to expand your footprint, as you don't need everyone to come to one place, but you can do a distributed market across the whole campus.