How Self-Scanning is TransformingThe Customer Experience in Retail

The integration of self-service technologies (SST) significantly impacts customer experience, a crucial factor for organizations today. Retailers benefit from adopting SST as it enhances the overall shopping experience. To fully grasp the influence of SST on customer experience and its value, it’s important to first build a strong understanding of the concept. Customer experience can be defined as the sum of customers’ cognitive, emotional, social, sensory, and value-based responses to a company’s offerings over time, including both preand post-consumption phases. This concept arises from the various interactions between a customer and a service provider.