As technologies increasingly replace aspects of traditional retail, the element of human touch matters more than ever in service-based experiences. Meanwhile, with more time to spend on shoppers, employees are expected to be the connective tissue in the retail experience, between the high touch and tech-enabled customer experience, by providing an emotional connection that leaves visitors with a positive impression.
This research paper looks at innovative ways that service-based companies are augmenting or replacing their employees with automation technology to elevate the customer experience. From artificial intelligence and machine learning to in-store analytics and facial recognition technologies, retailers and brands are enhancing service-based experiences by augmenting in-store associates with digital tools to deliver next-level personalization. At the same time, by implementing in-store technologies, companies are also empowering consumers with mobile and in-store digital interfaces that provide direct access to product or service discovery, education, assistance and payments.
Published February 2019