The pandemic accelerated investment in CX technology to meet rapidly changing needs. But as consumer priorities shift again amid high inflation, UK retailers need to understand which technologies are hitting the mark and which are not.
The pandemic ushered in a new digital age for UK retail and accelerated investment in customer experience (CX) technology to meet rapidly changing consumer needs. But shoppers have now returned to stores, and consumer priorities are shifting again amid high inflation and a cost-of-living crisis. To maintain growth in a competitive market, retailers need to understand which consumer-facing technologies are hitting the mark, and which are not.
Key Question:What do UK consumers think about emerging retail technologies, and where should retailers focus their investments?
KEY STAT: Cashierless checkout is one of the most widely adopted consumer-facing technologies, with 70.5% of UK adults either already using it or interested in it. But that drops to 57.5% of adults 55 and older.
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Table of Contents
Report Snapshot
Retailers should invest in technology that delivers frictionless and personalized shopping experiences.
When it comes to technology, age does matter.
Immersive technology can elevate the in-store experience—but fast payment is a bigger priority.
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Would Adults in Great Britain Prefer to Use Self-Checkout or a Register With a Human Cashier in a Supermarket? (% of respondents, by demographic, May 2022)
Would Adults in Great Britain Prefer to Use Self-Checkout or a Register With a Human Cashier in a Supermarket? (% of respondents, by demographic, May 2022)