In the hotel industry, the quality of the guest experience has long been closely associated with the quality of service provided by staff. We see that summed up in the word ‘concierge’, which in its modern usage is synonymous with the world of luxury hotels and attentive front-of-house staff who not only greet guests but [...]
Remember the days when you had to wait for a new bank, ID or membership card to arrive in the post? Ok, trick question - in a lot of cases, that’s still the world we live in. But it doesn’t have to be that way any more. Self-service kiosk technology has changed a lot of [...]
As visual creatures, human attention tends to focus on whatever draws the eye most. So with kiosks, functionality centres around the touchscreen interface. In fact, it’s no accident that the vast majority of computerised devices, from smartphones to PCs, are operated via a graphic user interface (GUI) of some sort. It fits with the way [...]
One of the classic errors businesses make with new technology is putting all their focus on the onboarding phase and expecting results to automatically follow. The underlying assumption here is that the simple act of adopting tech is sufficient to transform and improve operations. But it’s not technology per se that brings results. It’s how [...]
Kiosks are best known for providing self-service ordering and checkout options in retail and hospitality. But there’s an argument to say that the most common (or at least the most broadly applicable) use for kiosks is as information points. From airports to libraries, office complexes to hospitals, transport hubs to museums and other leisure attractions, [...]
It was Alan Turing, code-breaking war hero, computer science pioneer and all-around mathematical genius, who gave one of the earliest versions of the much-recycled “the machines are taking over” quote. It was during a pretty obscure lecture given in 1951 that Turing suggested that humanity would “at some stage… have to expect the machines to [...]
In our last blog, we tackled the issue of the high shrink rates being reported at supermarket self-checkout points, as customers supposedly take advantage of ‘weak’ security. Our perspective is that the weakness isn’t something inherent in the technology, but rather in the way it is being deployed, without the kind of checks appropriate to [...]
Ask people where they use self-service kiosks, the most common answer you will get is likely to be supermarket checkouts or fast food restaurants. Make a list of the top 10 answers, and we wouldn’t be surprised if they were all examples of indoor settings. But that doesn’t mean kiosks are for indoors only. In [...]
Self-service kiosks are having a transformational impact across customer-facing industries. Much of the buzz is focused on retail and the quick-service restaurant (QSR) sector. But that hardly scratches the surface of where kiosks are being used to reimagine the customer experience. Hotels, airports, cinemas, leisure attractions - you can also add more service-oriented sectors like [...]
Customer feedback has become a familiar feature of the digital world. Buy something online, visit a website, download an app, you’ll often be asked to leave a review or share whether you were satisfied with the experience (or otherwise). There’s good reason for this. According to Zendesk, online customer reviews influence 88% of consumer buying [...]
