Peak season has become retail’s ultimate stress test. Outages, long checkout lines, and strained staff don’t just frustrate customers, it also cost billions in lost revenue. The challenge isn’t only technology or an IT issue, it’s a business crisis.
| Michelle Vaccarello Vice President, Services North America, Diebold Nixdorf |
Darrell Maton Vice President, Retail Services, Diebold Nixdorf |
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| Retailers talk about agility, but how many are prepared to live up to the agility promise? | Most retailers don’t have the infrastructure or partnerships in place to scale on demand. Long lines at checkout cost U.S. retailers $37.7 billion annually proving that agility isn’t a buzzword but survival. | Agility is a critical capability in today’s retail environment. Scalable infrastructure and services let retailers expand checkouts, adjust support, anticipate demand and prepare before challenges arise. |
| Are retailers too focused on tech upgrades and not enough on service readiness? | We are seeing U.S. retailers invest heavily in new POS or SCO systems but overlook the service layer. On Super Saturday, with traffic up 58%, devices must run flawlessly, and service readiness secures uptime, satisfaction, and ROI. | Technology without service is risk. We've seen retailers deploy advanced systems without aligning support—resulting in costly downtime. Retailers need a service-first mindset with modular, scalable, end-to-end support. |
Modernizing payments is no longer optional, it’s a strategic imperative. Retailers who prepare proactive maintenance, flexible service models, and empowered staff will keep customers loyal, and revenue protected when it matters most.
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