As a result of Covid-19, the way businesses connect with customers has changed. While technology like self-checkout and app-based ordering brought speed and convenience, many now realise the cost; losing the personal touch that builds loyalty and boosts service. Today’s shoppers want the best of both worlds: easy, seamless experiences with real human connection when it counts.
Some innovations can hinder the experience if they feel intrusive or confusing.
When used effectively, technology can streamline the checkout experience, allowing businesses to serve more customers and boost productivity.
Brands need to blend technology with humanity. While innovation can streamline service, it must not come at the cost of connection.
Shoppers want less friction and more convenience at the checkout. We're now seeing fewer pain points, with the increased use of contactless and a smoother omni-commerce customer journey, merging the worlds of digital and in-store. However, consumers still value personal service and the human touch as part of their shopping experience.
Head of Payment Acceptance, Barclaycard Payments
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