NATICK, Mass. — The challenges of selling retail automation solutions during a recession were apparent at the 2009 National Retail Federation conference in New York City, according to a news release from VDC Research.
One prevalent theme at the show, according to the release, centered on customer-facing solutions — especially the intersection of mobile commerce, self-service and customer intelligence solutions. A growing collection of suppliers and operators offered variations on strategies that incorporated one or more elements of multi-channel marketing and/or self-service operations, and the technologies that support them.
2009 will see continued integration of m-commerce and self-service to deliver a fresh approach to customer engagement. Changes in consumer priorities, budgets and access to information will put pressure on retailers to meet the expectations of these customers. Self-service solutions — including those with mobile components — are being considered a high potential tool to enable associates, and customers themselves, to enhance experiences.
The release cites Intel's proof-of-concept system as technology that offers interactive digital signage and either a manned or self-service POS system. The proof-of-concept system can be deployed as interactive POS terminals or self-service kiosk.
At the same time, the release noted the significance of Source Technologies' launch of its ServPoint family of self-service kiosks. The ServPoint family is available in a wide range of configurations and can be designed to address several applications and vertical markets from a largely common platform.
Fujitsu was also named in the release as a self-service innovator at NRF. The company unveiled several of its new U-Serv self-service kiosk solutions. The solutions ranged from its entry-level solution, the U-Serve 50, to its higher-end solution, the U-Serve 75. According to the release, Fujitsu's U-Serve product line "offers the necessary flexibility to address multiple vertical markets and applications." Applications that were on display at the show included self-service ordering, movie/event ticketing and guided/assisted selling.
