How will AI, omnichannel loyalty, and in-store payments shape the future of retail?
- Thought leadership
- 4 Minute Read
- Last updated 20/02/2025
Key Insights
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Frictionless checkout is essential – A smooth payment experience is crucial for customer retention and loyalty.
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AI is transforming retail – AI-powered assistants and analytics enhance both customer engagement and store operations.
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Omnichannel experiences drive success – Seamless integration between online and in-store shopping is key to meeting customer expectations.
- Flexible payment infrastructure is the future – Retailers must adopt hardware-agnostic, cloud-based payment solutions to stay competitive.
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Walking into a store should feel effortless. You grab a coffee, pick up a few essentials, maybe browse for something new. But then - checkout. This moment, that should be seamless, often turns into a frustrating experience. The loyalty card you never carry, the payment terminal that doesn’t accept your preferred method, the self-checkout that requires three attempts to scan an item. Sound familiar? This scenario is something the industry wants to change…
I visited the EuroCIS in Düsseldorf and as I walked through the exhibition halls and attended sessions, the buzz was undeniable, AI-powered solutions, frictionless checkout designs, and omnichannel experiences dominated the conversation. One thing became clear: the future of retail isn’t just about selling; it’s about making every in-store interaction smoother, smarter, and more connected. And at the core of it all? Payments!
A good retail story begins at the POS
Despite the dominance of e-commerce, the physical store remains the most direct and personal touchpoint with customers. It’s where relationships are built, and loyalty is won or lost. As Lea Horn from Arvato Systems GmbH pointed out:
“The POS is not the end of the customer journey - it’s the beginning.”
But if a customer is going to stay loyal, that decision happens at the POS. It doesn’t matter how great the shopping experience was, how good the product, or how modern the store, if checkout is frustrating, the whole journey falls apart. Many retailers assume adding a loyalty program automatically means customers will return. But in reality, most programs fail to support this crucial moment.
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Less than 1% of audited programs had a smooth onboarding process, often making checkout more complicated instead of better. The biggest issue? The outdated practice of asking for an email at the POS, slow, insecure, and sometimes awkward. Instead of adding friction, payments should seamlessly integrate loyalty, making every transaction smooth and rewarding.
Yes, we all know: AI is here
The rise of AI in retail is no longer about futuristic possibilities, it’s happening now. “We’ve entered the year of AI agents,” said Mark Thomson from Zebra Technologies, emphasizing how AI is transforming both customer interactions and employee workflows. AI-powered assistants aren’t just limited to e-commerce. They are coming to physical stores, helping staff move from reactive to proactive service. Instead of staff telling customers, “You need to do XYZ,” AI empowers them to ask, “Would you like me to do XYZ for you?”, a subtle yet powerful shift that increases engagement and efficiency.
But AI doesn’t just improve conversations; it optimizes operations, stock management, and in-store analytics, ensuring that stores run smoothly. The key point here is: Retailers need to ask themselves: what is our AI strategy? And how does our technology stack support it?
Why does flexibility hold the key to retail’s future success?
As retailers embrace AI and personalization, they need technology stacks that are agile and adaptable. The future of the store isn’t just about a single innovation, it’s about connecting multiple touchpoints, from online orders to in-store pickups, self-checkouts, and AI-driven recommendations.
Yet, many retailers are still constrained by legacy payment systems that lock them into specific hardware, limiting their ability to innovate. As Amit Acharya from NCR Voyix stressed:
“Retailers should be hardware-agnostic - because it doesn’t matter what hardware you use. What matters is the experience around it.”
A flexible, cloud-based payment infrastructure ensures that retailers can evolve with changing customer behaviors, whether that’s mobile payments, biometric authentication, or seamless omnichannel transactions.
The checkout moment that merges experience and efficiency
Self-checkout was introduced to enhance speed, yet it often creates more friction, customers struggle with scanning, placing items correctly, or dealing with errors. As Michael Gale from Pan Oston highlighted:
“There is a simple formula: experience + service = engagement.”
Retailers must ensure clear navigation, ergonomic designs for all customers, and seamless payment acceptance that adapts to different shopping needs. That means designing self-checkouts that are accessible for all body types and disabilities, integrating AI-powered assistance, and ensuring the right payment methods are available for every customer.
Retail’s next chapter is seamless, smart, and customer-centric
The insights from EuroCIS make one thing clear: Retail success isn’t just about selling, it’s about creating a seamless, connected experience.
To stay ahead, retailers must embrace:
- Omnichannel integration that connects online and offline experiences
- AI-powered customer engagement that enhances service and efficiency
- Flexible, hardware-agnostic payment solutions that adapt to any retail environment
- Frictionless checkout experiences that drive loyalty and retention
At Aevi, we believe that payments should never be a bottleneck but rather an enabler of smooth customer journeys. Whether it’s supporting grab-and-go shoppers or those making large, planned purchases, the right payment setup ensures a frictionless transition from browsing to buying.
We empower retailers to orchestrate in-person payments that are seamless, flexible, and built for the future. Because in the end, the most valuable retail experience is the one that feels effortless.
Learn more about how Aevi is empowering global retailers here.
