How Digital Kiosks Transform the Customer Experience

As self-service has become the norm throughout the COVID-19 pandemic, it is not surprising that global sales of interactive kiosks have skyrocketed in the last two years. According to the Kiosk Marketplace Industry Census, global sales of interactive kiosks reached an estimated $12.1 billion in 2021, marking a 14% gain over sales in 2020, with China dominating the East Asia market. Bank kiosks represent approximately 33% of the revenue share, while self-service kiosks hold around 18%. According to the same report, much of the growth has also been driven by a reviving retail industry, which represents the largest single self-serve kiosk user segment.

Although the sharp rise in the adoption of kiosk technology has been largely driven by the pandemic, their general benefits beyond COVID-19 have proven plentiful. They are proven to improve queue and wait times for customers, help reduce administrative overheads for a wide array of service industries and help facilitate more personalised customer service.

Here are four ways that digital kiosks are transforming the customer experience across multiple industries.

1. Enabling touchless transactions

Contactless/touchless options are an expected element of most customer interactions today. Digital contactless payment has soared in recent years and has become the preferred option. In the US for example, 61% of consumers prefer to purchase from businesses that accept contactless payment, and there has been an overall 20% increase in preference for contactless operations across the board. The scope for contactless has moved beyond just digital payment, too: developments in voice, facial, gesture, and biometric technology have paved the way for a completely touchless self-service experience through digital kiosks and interactive screens.

2. Improved self-service options

Consumers are more used to self-service than ever, with many people finding enjoyment in taking control of their own customer experience. Self-service kiosks can act as a self-order and checkout POS system where customers can place orders and pay for goods, allowing for a completely seamless transaction. Self-service has been embraced across many industries, particularly in restaurants and hospitality venues. According to a 2019 Forbes survey, 65% of customers said they would be more willing to visit a restaurant if self-service kiosks were available. Self-service kiosks allow customers to completely drive their own experience and make more informed choices about goods and services.