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Self-service in quick service restaurants has also been around for a few years now and in many cases, operators report increased order sizes of 20-30 per cent (I only ever ‘go large’ on a kiosk – never face to face). Tis is also clearly shown in gaming with customers spending more time at the gaming machine. Tere is also the benefit that the gaming operator can clearly set responsible gaming parameters in the gaming environment using the same technology, like age verification, restricting play time.


Integration, training, and maintenance costs are often cited when operators deliberate the introduction of self-service solutions to their retail and casino floors. Are these concerns legitimate and how do you quell them?


Tese are of course things to consider when implementing any new technology and self- service is no different. If we refer again to when self-checkouts came into the market over15 years ago, the installation and maintenance of these solutions was very complex, requiring a high level of staff and operator training which would sometimes create resistance from the staff. Technology has moved on significantly and at Elo we are known for creating cutting edge tech which is also very easy to service and maintain. Self-service kiosks are so easy to maintain these days, this issue is not often raised.


Are certain demographics more likely to use touchscreens than others? For example, are millennials more reluctant to deal with cashiers and older customers more reticent about technology?


Self-service in quick service restaurants has also been around for a few


years now and in many cases, operators report increased order sizes of 20- 30 per cent (I only ever ‘go large’ on a kiosk – never face to face). This is also clearly shown in gaming with customers spending more time at the gaming machine. There is also the benefit that the gaming operator can clearly set


responsible gaming parameters in the gaming environment using the same technology, like age verification, restricting play time.


Yes, we see younger customers more willing to adopt technology because they have grown up with smart phones and touch technology in general. Older customers are often more reticent but even that is changing, especially as the self- service/touchscreen experience nowadays is very easy to navigate and engage with. Research from the food retail sector shows that more than 85 per cent of customers would prefer self- checkout given the chance – a statistic that encompasses all age groups.


To what extent does self-service impact the human and social element of the retail customer experience?


When self-service solutions are used in the correct way the overall customer experience is enhanced greatly and can also mean more meaningful interactions with the retailer. For example, the staff can take more time to discuss options with a customer, provide customer service and support if there is a concern or provide VIP customers with the TLC which brings them back time and time again.


Customers who enter bookmakers can equally place a bet remotely or in-store on their mobile device. What entices customers to enter a bookmaker and serve themselves using point- of-service terminals? Why are self-service solutions better than apps?


Both have their place in the customer experience depending on the circumstances. Obviously with an app you can do it from anywhere, including from home but if the potential customer is in their local town and walks past the bookmakers, they may be more inclined to visit there. Having self-service solutions in the physical locations will also cover all ages, as mentioned earlier – some customers may not want to use a mobile phone or even know how to. It is not mutually exclusive, both channels can and should exist to give the retailer maximum exposure to its customer base.


Coronavirus has given rise to a renewed public consciousness in hygienic practices. Whilst self-service minimises face-to-face contact


NEWSWIRE / INTERACTIVE / MARKET DATA P75


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