Post-COVID demand, challenges shape best-read KMC 2023 stories
2023 began on a positive note as the self-service industry reaped the benefits of a consumer that was better disposed to automation following the pandemic. The upbeat mood continued throughout the year as fears of a recession waned.
New technology continued to hold Kiosk Marketplace readers' interest, as evidenced by the 10 best-read stories of the year, with technology players upping their game with new innovations at industry trade shows.
Industry trade shows, for their part, were back with a bang for the second straight year following a hiatus during the pandemic.
While more industry sectors embraced self service in 2023, acceptance was not without out its detractors. With self service becoming increasingly pervasive, locations and end users alike began to raise concerns. Objections and second thoughts are to be expected, however, when technology creates new paradigms for consumers and businesses.
Following are the 10 best-read stories from Kiosk Marketplace in 2023.
Supermarkets have played a pioneer role in introducing consumers to self-service, and the momentum in this sector continued at a rapid pace in 2023 as labor costs skyrocketed and employees were in short supply.
At the same time, the retail industry's push for self-service encountered a backlash of sorts in the second half of the year, with some retailers backing off on self-checkout and some consumers complaining that the machines are not always reliable.
The best-read Kiosk Marketplace story in 2023, far and away, was an Oct. 18, 2023 story, "The Atlantic: Retail self-checkout has failed," by Amanda Mull, a staff writer at The Atlantic. The article claimed self checkout has increased theft, forcing retailers to need more employees to oversee the self-checkout lanes.
The article also noted that new technology, such as Amazon Go, offers a new opportunity by eliminating checkout altogether.
The gaming industry has also played an important role introducing customer engagement technology, but the industry's historical connection to criminal activity has always raised eyebrows. Hence, the second best-read story in 2023 was an article posted Dec. 27, 2022 on the casino industry's efforts to root out video games that cross the line into gambling, "US casinos take aim at illegal' slot machines."
The American Gaming Association, which represents casinos, asked the Justice Department to require the machines to be registered as gambling devices.
The developers and operators of these games claimed they are games of skill and do not complete against casinos. 3. Self-service tech: The future of the restaurant industry
Restaurants have also played an important role in introducing self service technology and the momentum didn't let up in 2023. While the spiraling cost of labor has been a key factor in this growth, so has the consumer's desire to be served faster and with unflinching accuracy.
An article on Feb. 20, 2023, "Self-service tech: The Future of the restaurant industry" by Charu Sharma, marketing manager at mKonnect, was the third best-read article in 2023.
Sharma reminded readers that when it comes to tech implementation, one needs realistic goals that are both measurable and achievable.
Carvana, an e-commerce platform for buying and selling used cars that offers a car vending machine, has been a unique player in the self serve space with an unorthodox business model that has long held readers' attention.
The innovative company experienced its fair share of challenges in 2023, such as falling sales and layoffs, but its odds defying tenacity remained unshaken. Readers took note when the company announced its first customer center on Long Island, New York.
The news, reported Dec. 29, 2022, was the fourth best-read story in 2023.
Kiosk industry optimism was contagious early in the year when a story on industry executives' outlook that posted on Jan. 2, 2023 became the fifth best-read story of the year.
Executives noted consumer preference for automated purchasing extended to nearly every economic sector. Most were dismissive about fears of a recession as the cost of labor was expected to continue to drive the need for self service.
Executives interviewed included: John Dittig, Samsung Electronics America, Reda El-Khayer, Acrelec, Frank Olea, Olea Kiosks Inc., John Wagner, Pyramid Computer, Douglas Shipley, Zebra Technologies, Juan Perez, Panasonic Connect North America, Matt Redwood, Diebold Nixdorf Inc., Steve Latham, Banyan Hills Technologies, Ben Williams, TouchMate Inc. USA, Rick Smith, Elo Touch Solutions Inc., Bhavin Asher, Grubbrr, James Gribbin, III, Metropolitan Sales Co., Michael Jaszczyk, GK Software USA Inc., Ross Tocher, Qwick Media Inc. and Scott Moore, Mood Media.
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The CES show, formerly known as the Consumer Electronics Show, reclaimed its mantle as the premier gateway for new technology in 2023, almost matching its 2019 pre-COVID attendance.
The show has become a "must" for OEMs seeking to stay on top of technology, which is why a story on Jan. 11, 2023 was the sixth best-read 2023 story.
Exhibits were organized by product and technology categories such as digital health care, cyber security, artificial intelligence, 3D printing, cryptocurrency, etc., with self-service oriented exhibits pervasive throughout the exhibit areas.
While much of the technology displayed has not yet found a self-service application, such opportunities weren't hard to envision. Life size holographic displays designed for live meetings, for example, will easily lend itself to recorded videos to promote retail offerings.
Exhibits included: Aeolus Robotics, Blue Frog Robotics, Boxx, Braindog, Candymachines.com, Chowis Co. Ltd., DeepBrain AI, Dobot, Eastman Kodak Co., Ekin, Eneridge, EVBox, Formlabs, G3D, Harborlockers, Holo Industries Inc., Huenit, Nexpayments Inc., Nuvilab, Ottonomy, Pantum, Repla, Rightech Robotics, Stern Pinball Inc., The Greet Inc., Thundercomm, VRLCO, Yobo Inc., Yo-Kai Express and Zooz Power.
The Self-Service Innovation Summit has emerged as a brainstorming event for innovative thinking, and the "Thought Leader Roundtable" at the end of the three-day event has always been one of the best-attended sessions.
Hence, it's no surprise that a story about the 2022 thought leadership roundtable that posted on Feb. 8, 2023 was the seventh best-read 2023 story.
Panelists agreed that consumer acceptance of self service has reached a level where technology providers are more confident than ever about introducing even more time-saving innovations.
Panelists included Bill Stutzman of Ventus Wireless LLC, Alex Willis of Blackberry, Paresh Patel of PayRange, Bryan Hebert of Nayax Ltd. and Steve Byrne of Areas USA.
The factors driving the overall expansion of kiosks are driving interest in outdoor kiosks: labor shortages, labor costs, technology advances and an improved customer experience.
A March 8, 2023 article on what to consider when choosing an outdoor kiosk was the eighth best-read 2023 story.
Ben Snider, an account executive at Frank Mayer and Associates Inc. offered his insights on ways brands and retailers can leverage technology to improve the customer experience in outdoor settings.
Snider offered his take on what questions organizations interested in outdoor kiosks need to ask kiosk manufacturers.
With self serve on a fast growth curve, some consumers are less enthused than others. A survey by PlayUSA, an online news source for the legal gambling industry, revealed an age disparity in consumer acceptance of self service.
A June 28, 2023 Kiosk Marketplace article on this survey was the ninth best-read 2023 story.
Gen Z, Millennials and Gen X consumers are clearly leading the acceptance, followed by Baby Boomers.
While the survey quantified consumers' preference for self service over in-person purchases, it also unveiled concerns about declining personalization caused by automation.
Wayfinding kiosks continued to expand as local governments and businesses find the technology improves urban commerce and facilitates consumer experience.
A Feb. 1, 2023 story about a partnership between Big Outdoor and IKE Smart City to deploy 50 digital wayfinding kiosks in Santa Monica, California was the 10th best-read Kiosk Marketplace story.
The wayfinding kiosks are expected to raise as much as $5 million per year for the city. The kiosks will offer public Wi-Fi access, pedestrian counters, emergency communication capabilities, community messaging, photo booth functions, advertising and access to the city's 3-1-1 system.