TOO MUCH retail automation TOO SOON?

Is the constant drive by retailers to innovate via technology deployments really delivering what their customers want and need?

RTIH Online recently reported that Marks and Spencer had come under fire from disgruntled elderly customers after closing traditional counters in eight digital cafes, including at two of the retailer’s megastores.

With orders placed via touchscreens, staff are now focused on making food and drinks rather than taking orders, with customers alerted when their order is ready.

Elderly shoppers have described the move, which ushers in cashless payments, as “abhorrent”, The Telegraph reported.

M&S is also testing out self-service belted checkouts alongside manned tills in two food halls.

These can be found at London Colney, near Watford, and White Rose Shopping Centre near Leeds - two of its largest stores which also have the digital cafes installed.

In a LinkedIn post, Ron Delnevo, Chair of the UK Cash Supply Alliance, said: “Really silly, thoughtless stuff from M&S. If you want to find out how to alienate your customers, just read and copy!”

Meanwhile, on Friday, 16th June, a demonstration took place outside Welwyn Garden City railway station as Tesco staff and customers vented spleen about the automation of the grocery giant’s stores.

Said station was chosen for

Do consumers want more technology or do they just want the basics, delivered at a price they can afford?