As self-service technology becomes more central to the retail experience, one factor often gets overlooked: the people behind it. Empowering retail staff with the right tools and training isn’t just a nice-to-have, it’s a must for reducing downtime and improving efficiency.
| Alan Burt Senior Manager, Retail Technology Lead, RBR Data Services |
Darrell Maton Vice President, Retail Services, Diebold Nixdorf |
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| 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. |
