A new report from Juniper Research forecasts that retail spend at frictionless payment stores like Amazon Go will grow from an estimated $253 million in 2018 to over $45 billion by 2023. Juniper expects most of these transactions to be in convenience and general stores, with an average transaction value around $30 per visit throughout the forecast period.
- Self-scanning apps, an alternative to ‘Just Walk Out’ technologies, will be used by over 32 million shoppers by 2023; driving higher engagement.
- Wi-Fi will continue to remain the biggest engagement point for customers, with smart checkout apps acting as gateways to technologies like Bluetooth beacons and augmented reality.
- The research found customer service as a key area for in-store innovation, with retailers experimenting with automated handling of customer queries with voice assistants and in-store robots.
Early innovators include Softbank’s Pepper, Bossa Nova Robotics’ shelf-scanning, and Lowe’s customer service robots.