Retail

Expert offers insight on how self-service improves the customer journey

Matt Redwood, director of advanced self-service solutions at Diebold Nixdorf, offers insight into how and why self-service is making the customer journey easier in a podcast, “Self-Service Kiosks: The Innovation Continues.”

Image provided by iStock.

July 20, 2021

Everywhere you look nowadays — from restaurants to stores to offices — self-service is making consumers more efficient.

How did we get here? Where are we going?

Matt Redwood

Matt Redwood, director of advanced self-service solutions at Diebold Nixdorf, offers insight into how and why self-service is making the customer journey easier during a podcast, "Self-Service Kiosks: The Innovation Continues."

In recent years, Redwood noted, Google and Amazon changed consumer expectations to prefer DIY and want faster speed of service.

This past year, COVID avoidance of human-to-human interaction exacerbated this trend, causing retailers to offer more self-service kiosks.

Redwood notes self-service has shifted the balance of power from retailers to consumers, and that these expectations in turn are driving retailers to further expand self service to more applications.

While consumers are more likely to prefer self-service, retailers must make sure these operations are functioning optimally at all times. They must focus on operational data, keep track of usage and always look for ways to improve the customer experience.

Redwood offers an insightful view of customer journeys as living, breathing paths that grow, evolve and change with the coming times and technology.

Photo courtesy of Diebold Nixdorf.

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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.

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