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Self-checkout is only the beginning of the transformation journey

By : Kalyna Stiles

August 24, 2017 08:00 AM

Many retailers are struggling to keep their stores relevant in a constantly evolving market, as today’s shoppers want their experience in the physical store to be as flexible and convenient as it is in digital channels, such as online and mobile. In fact, according to a recent study by Boston Retail Partners, retailers’ top two priorities were to (1) create a seamless experience across channels and (2) optimize the customer experience. Retailers who expect shoppers to continue chasing the quickest queue, or undertake the frenzied race of packing to keep up with the cashier’s pace, will fail to meet the growing expectations of the in-store experience and will push them to find alternatives.

 

With a focus on enabling superior shopper experiences, NCR helps retailers reimagine the store as the heart of the retail experience, helping in-store shopping remain a relevant and meaningful part of the overall business strategy. One of the first things that comes to mind regarding store transformation is the self-checkout. And while a robust self-checkout solution is certainly a solid foundation from which to start building an optimal front-end, it’s only the beginning of the journey.

 

It has been nearly 30 years since the first rudimentary self-checkout was installed, and NCR’s own FastLane SelfServ™ Checkout will be celebrating its 20-year anniversary in January 2018. Self-checkout has remained a steadfast solution in today’s retail space but like any legacy solution, it must evolve with shopper demands to stay relevant. While shoppers have embraced self-service, they’re starting to evolve past it, looking to start the journey at home on their mobile devices and then continue in the store, or by simply purchasing everything online and having it available for quick and easy pickup. Another example of the need for an evolved checkout experience is that self-service isn’t necessarily a one [basket] size fits all formula. While self-checkout lanes are optimal for small to medium basket sizes, it is important to leverage a blend of solutions that support a variety of shopper needs.

 

NCR’s Store Transformation team helps empower retailers to fulfill this blended solution checkout experience. Our solutions can help drive digital engagement online or via mobile apps, use in-store experiential technologies to drive sales and support desired buying behaviors, and personalize the shopper experience using accurate, real-time data – all to deliver the seamless, flexible experience shoppers crave. We are committed to providing the tools that help retailers meet and exceed shopper expectations today, and prepare to stay ahead of changes in the future. If you are you eager to transform your store but are unsure of where to start, you can learn more by visiting https://www.ncr.com/retail or contacting us today.

Kalyna Stiles

Global Store Transformation Consulting Director

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With extensive experience in key channels important to the retailer, Kalyna has over 25 years’ experience in physical store environments which has been and continues to be the critical element in connecting and engaging with the customer. As part of Kalyna’s role she continually works with NCR’s retail customers to help aid them in either understanding key business impact opportunities which can yield greater cost efficiency and improved service differential or helps integrate and operationalize new technologies within their business.