As personalized loyalty offers and endless aisle inventory applications migrate from the web into brick and mortar, more retailers are incorporating self-service kiosks to automate these functions in their stores. According to the new report “Retail Horizons: Benchmarks for 2009, Forecasts for 2010,” released by NRF Foundation and KPMG LLP, 32% of retailers have prioritized self-service kiosk deployments as a priority over the next 18 months.
Key drivers of this increased adoption of self-assisted shopping devices, according to the eighth annual Retail Horizons report, are retailers becoming more focused on customer retention rather than customer acquisition, as well as a continued drive for operating efficiency. “Last year, retailers placed a significant amount of energy into improving core business processes in order to better prepare themselves for a successful future,” said Kathy Mance, Executive Director, NRF Foundation. “Looking ahead, retailers will continue to analyze customer shopping habits and industry trends to make the best decision possible for their company, employees, customers and their brand.”