Alan Burt
Senior Manager, Retail Technology Lead, RBR Data Services
Darrell Maton 
Vice President, Retail Services, Diebold Nixdorf
How is AI improving IT self-service in retail, and what innovations should retailers expect to adopt? Self-service touchpoints will grow more complex, empowering employees to address minor issues. AI will enhance training and self-help, improving the customer experience through better knowledge and efficiency. AI will enhance IT self-service by enabling age verification, produce recognition, and fraud prevention, ensuring a seamless and secure experience. As adoption grows, proper implementation and IT support will be essential.
How does the shift-left approach in IT support benefit store staff and operations? The shift-left approach empowers employees to address minor technology issues, reducing downtime and ensuring smooth store operations. This helps avoid customer frustration and supports a better shopping experience. The shift-left approach empowers store staff to handle technology issues independently, boosting confidence. It improves efficiency, reduces reliance on external support, and enhances professional growth.

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