John DiJulius | Customer Experience Blog


Human interaction endangered? 2014 Secret Service Summit lineup

Is human interaction an endangered species? Every industry is trying to replace people with technology. This isn’t exclusive to ecommerce, but retail as well.  You now see fewer clerks and more self-serve checkouts. According to Michael Chui, a partner at the McKinsey Global Institute, mentioned in an article by  Ilan Mochari, Why Retailers Won’t Nix the Human Transaction , your retail future is unlikely to include actual point-of-sale (POS) transactions. Someday in the not-too-distant future, Chui says a Customer will be able to walk into the store, grab what she wants and simply leave. Chui says, “You grab a pair of shoes and you just walk out.” Chui also predicts that through a population of sensor technologies placed strategically within stores, retailers will recognize Customers when they walk in the door through smart devices or other means. Stores will have payment cards on file; Customers will be billed when they leave the store with the merchandise, essentially bypassing the checkout.

 

*Related article: Cash is Dying

 

Interactions trump transactions – Regardless of technological advances, people need people for information, education, conversation, and most of all, an emotional connection. The bells and whistles are nice; however, relationships will always be the key differentiator in the Customer experience.

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