Is the future of retail too frictionless?

Reading this recent article (link below) on retailers removing checkout counters made me pause, and not just because of the tech. My first thought was: this is a surprising touchpoint for AI to reshape customer experience.

Coming from e-commerce CX, I’m used to the idea that we should meet customers wherever they want to shop, whenever they’re ready to ask a question or make a purchase. Now, it seems physical retail is following that same model: iPads with mobile POS, roving associates who can check you out on the spot. It’s the in-store version of the “Buy Now” button.

Yes, it’s convenient. Yes, it reduces friction. But what’s being sacrificed?

Something about this immediacy feels unnatural in a physical space. Retail shopping used to allow for pause. For considering. For talking to a friend. For walking around with something in your hand and deciding not to buy it.

Are we losing the opportunity for more conscious consumption?

Curious to hear your take.

Leave your vote and share your thoughts in the comments, especially if you’ve seen this shift in your own shopping experience.

Would you like to see more or less self-checkout and mobile POS in retail stores?

• More, please
• Less, it's too much
• It depends on the store
• Haven't thought about it

Article Link: https://lnkd.in/dmw9Ah7K