At The Watercooler
At the Watercooler with Matt Miles of Diebold Nixdorf
Matt Miles, Director, America's retail at Diebold Nixdorf, joins Kiosk Marketplace to share an intimate look at his career, personal life and perspective on industry trends.
July 12, 2024 by Sandra Carpenter — Editor, Networld Media Group
Describe your current role.
As the Business Director for Retail Self-Service Solutions in North America at Diebold Nixdorf, I work closely with retailers to enhance their shopper experience through innovative technology and process improvements. Collaborating with a skilled team, we focus on understanding each client's unique needs and challenges, delivering tailored solutions that improve efficiency and customer satisfaction. By staying at the forefront of industry advancements, we help brands navigate the evolving retail landscape and achieve their business goals.
What inspired you to work in your industry?
Early in my career, I was assigned to evaluate and introduce self-service kiosks at a nationwide pharmacy chain. Witnessing firsthand how this single innovation transformed the shopper experience, improved store efficiency, increased profits, and sped up service was incredibly inspiring. The profound impact of self-service technology on both the business and its shoppers left a lasting impression on me. This experience ignited my passion for leveraging technology to create meaningful improvements in the retail sector, and it continues to inspire my work to this day.
What do you enjoy most about your current role?
In my current role, I have the privilege of partnering with brands across the retail spectrum to develop innovative solutions that address their unique challenges. This collaboration allows me to continually learn and immerse myself in new opportunities, finding tailored solutions that go beyond simply being a components provider. What I enjoy most is building lasting partnerships with a wide array of brands and contributing to their success. Helping them achieve their goals while expanding my own knowledge and expertise is incredibly fulfilling.
What industry trends do you think are currently over-hyped and why?
One over-hyped trend is the excessive focus on AI for customer interaction. While AI can be incredibly beneficial for operational efficiencies and data analytics, its role in customer service can fall short. AI chatbots often frustrate customers needing complex help that requires human empathy. AI-driven kiosks recommending products based solely on algorithms can miss the mark without understanding individual preferences. Voice assistants in self-ordering kiosks may speed up orders but often misinterpret requests, leading to errors. Customers still value human touch and personalized service, which can get lost in AI-driven interactions. Balancing AI with human elements is crucial for loyalty and satisfaction.
What industry trends do you think don't get enough attention and why?
Sustainability! Consumers increasingly care about shopping at brands that prioritize ESG factors. Forward-thinking retailers are starting to put sustainability on their radar too, partnering with vendors who incorporate it into their business models. Integrating sustainability into design and development can lead to products with easily replaceable components and improved packaging, significantly reducing carbon footprint and waste. Emphasizing sustainable practices not only meets consumer expectations but also drives long-term business success and environmental responsibility.
Are you involved in any charitable organizations that you would like to tell people about?
I am on the Steering Committee of our PRIDE Employee Resource Group, and I also support several dog adoption and rescue groups in New England, including Save One Soul Animal Rescue League, from which we rescued our dog Baxter!
Where did you grow up and how did your upbringing impact the person you are today?
I grew up in New England, which might explain my year-round obsession with iced coffee! The ever-changing seasons taught me adaptability, while the strong sense of community and rich history shaped my curiosity and passion for learning and exploring. Growing up in such a diverse and culturally rich environment built my resilience, always preparing me for the next challenge.
Is there anything else you would like to tell people about yourself or your company/organization?
Diebold Nixdorf is a great place to work, and we have the best people in the industry. Everyone enjoys partnering with brands to solve challenges in innovative and meaningful ways, which is an exciting energy to be around!
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DIEBOLD NIXDORF
As a global technology leader and innovative services provider, Diebold Nixdorf delivers the solutions that enable financial institutions and retailers to improve efficiencies, protect assets and better serve consumers.
