Russell Willcox, Chairman of Box Technologies, a UK-based customer engagement technology consultancy, says “replicating, and improving on, the online experience is how to win the battle for shoppers. For all retailers this involves trying to make shopping more convenient and pleasurable.”

Opening smaller convenience stores has made it easier for people to top-up a big online shop locally. But once inside customers’ tolerance for long queues is a thing of the past. Hence the proliferation of self-service checkouts, with staff on hand to sort out difficulties with machines quickly.

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