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The Last Checkout Line: How the Internet of Everything Can Transform the Retail Experience

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The Last Checkout Line: How the Internet of Everything Can Transform the Retail Experience #FutureOfIT


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Lisa Fretwell Cisco Consulting Services, Managing Director of Retail Future of IT Podcast Featuring: Leslie Hand IDC Retail Insights, Vice President


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“We’ve got to realize that checkout lines are quite a significant issue. A lot of the research shows that customers get very frustrated even just waiting for two and a half minutes and making no apparent progress- many times they will leave.”   Source: Lisa Fretwell, Cisco Consulting Services, Managing Director of Retail #FutureOfIT


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“What you’d really like is the nirvana of walking into a store and walking out with what you like, what you’ve chosen, and actually not having to check out at all- something that’s automatic.”   Source: Lisa Fretwell, Cisco Consulting Services, Managing Director of Retail #FutureOfIT


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“I’d like to think that the convergence of digital and physical retail actually creates this experience, this customer experience that never before had been possible.” #FutureOfIT Source: Leslie Hand, IDC Retail Insights, Vice President


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“So in the end, you end up with this sensor enabled, mobile enabled network effect of being able to connect these things in an even more powerful way, so it’s about getting to check out faster, and getting through checkout more efficiently.” #FutureOfIT Source: Leslie Hand, IDC Retail Insights, Vice President


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“The challenge is how do they work and also what do the economics look like, because retail is a very thin margin world, and stores have quite a tough challenge at the moment. So in terms of stores, I think it’s balancing that experience, that environment, because people do want to go to stores.” #FutureOfIT Source: Lisa Fretwell, Cisco Consulting Services, Managing Director of Retail


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“We see great examples of retailers already going down the path where they’ve enabled some sort of scan-and-go technology.” #FutureOfIT Source: Leslie Hand, IDC Retail Insights, Vice President


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“I think that then comes back to the type of shopping you are doing. If you’re grocery shopping, then the last checkout queue has a completely different connotation.” #FutureOfIT Source: Lisa Fretwell, Cisco Consulting Services, Managing Director of Retail


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“A lot of the earlier studies coming out of Europe all illustrated that there was actually not as much risk as the retailer might assume there would be in shoplifting and that sort of thing related to automated self-checkout, because the consumer is being trusted, and trust is a two-way street.” #FutureOfIT Source: Leslie Hand, IDC Retail Insights, Vice President


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“All these technologies, be they analytics, be they sensing, be they automation, they all provide new ways of automating processes, which takes a significant cost out of the retail store, and that’s one of the key things that most of our retailers are faced with today, and it’s the key area to apply it and that is the checkout line.” #FutureOfIT Source: Lisa Fretwell, Cisco Consulting Services, Managing Director of Retail


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More about the Future of IT: Read Lisa Fretwell’s blog: The Last Checkout Line: How the Internet of Everything Can Transform the Retail Experience Listen to Future of IT Podcast Subscribe to the Future of IT Podcast Channel via iTunes #FutureOfIT


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