Top 3 trends shaping self-service in 2025

According to the report Global Self Service Technology Market Size, Forecast 2023 2033, the self-service technology market is expected to register Compound Annual Growth Rate (CAGR) of 8.3% by 2033, when it will reach the value of USD 80.4 billion.At this juncture, in which self-service continues to rise, Guilherme Mauri, CEO of My Quitandinha retail technology startup that operates in the autonomous minimarket franchise model, states that by 2025, a significant advance is expected for these technologies with emphasis on customer loyalty programs, such as shopping club and cashback, as well as a possible cost reduction in solutions that use cameras, artificial intelligence and sensors. 

“In Brazil, although we do not yet have the most advanced technologies on the market, we have very efficient solutions with low friction for the consumer. The trend is that the technologies used in markets such as China and the United States become more accessible, allowing a broader adoption. The combination of efficiency and cost-benefit will continue to be a differential”, says Mauri.

According to the executive, three technologies will be trends in self-service in 2025, check out:

Artificial Intelligence (AI)According to the survey Artificial Intelligence in Retail, 53% of retailers still do not use AI in their operations, of which, only 7% intends to continue without implementing the technology in their business. At the same time, the study revealed that 84% of players using AI declared increased efficiency, while 39% observed improvement in customer satisfaction and 36% recorded increased sales.

In this scenario, Mauri states that AI will be key to optimizing the self-service experience. “Technology will enable advances such as product identification by cameras, innovations for authentication and even store opening. These features, integrated into the operating system, will bring greater security, efficiency and agility to both operators and consumers”, he explains.

Integrated AI systems can understand customer buying habits, offer specific promotions, and even optimize store layout for an easier experience. 

Software for personalizationAccording to data released by Salesforce, 73% of customers expect more customization as technology progresses. Thus, Mauri points out that the personalized service will be more evident due to the analysis of data provided by software that captures and organizes information in a structured way. “By understanding the profile of consumers, preferences and buying habits, it will be possible to make, more assertively, suggestions and promotions directed to each customer”, clarifies the CEO of Minha Quitandinha.

Frictionless buyingFinally, Mauri states that the improvement of the shopping experience by the customer, through more friendly systems and with fewer steps to completion in self-service systems is something that can change the game of the supermarket sector. “The models adopted by supermarkets in general are still self-service software based on Windows, which is a less friendly system than Android and IOS, more modern. In addition, the excessive number of steps that the customer has to go through to finalize the purchase, in addition to the various errors that appear during the purchase, inhibits consumers from using these systems at the time of purchase”, he explains.

Recently, Minha Quitandinha launched to the market QPay, a software tailored to the autonomous stores sector that aims to improve the buying and selling journey for both the shopper and the retailer. According to Mauri, the system had to be created in a more friendly and frictionless way for the customer, since the customer does not have access to an attendant in the store to assist him.“This model has proved to be a great success compared to the previous model. The truth is that the self-service market is a path without return and therefore, proximity models and will be accessible to more efficient, more efficient and efficient companies will be able to integrate into the global market.