According to the report Global Self Service Technology Market Size, Forecast 2023 2033, the self-service technology market is expected to record a Compound Annual Growth Rate (CAGR) of 8.3% by 2033, when it will reach a value of USD 80.4 billion. In this scenario, where self-service continues to rise, Guilherme Mauri, CEO of Minha Quitandinha, a retail technology startup that operates in the autonomous minimarket franchise model, states that by 2025, significant advancements are expected for these technologies, with a focus on customer loyalty programs such as shopping clubs and cashback, as well as a potential reduction in costs for 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 consumers. The trend is that technologies used in markets like China and the United States will become more accessible, allowing broader adoption. The combination of efficiency and cost-effectiveness will continue to be a differentiator,” comments Mauri.
According to the executive, three technologies will be trends in self-service by 2025, check them out:
Artificial Intelligence (AI)According to the Artificial Intelligence in Retail survey, 53% of retailers still do not use AI in their operations, and of these, only 7% intend to continue without implementing the technology in their businesses. At the same time, the study revealed that 84% of players using AI reported increased efficiency, while 39% observed improved customer satisfaction and 36% recorded increased sales.
In this scenario, Mauri states that AI will be crucial to optimizing the self-service experience. “The technology will enable advancements such as product identification through cameras, innovations for authentication, and even store openings. These features, integrated into the operating system, will bring greater security, efficiency, and agility for both operators and consumers,” he explains.
According to the executive, integrated AI systems can understand customers’ shopping habits, offer specific promotions, and even optimize store layout to enhance the experience.
Personalization SoftwareAccording to data released by Salesforce, 73% of customers expect more personalization as technology progresses. Thus, Mauri highlights that personalized service will become more evident due to data analysis provided by software that captures and organizes information in a structured manner. “By understanding consumer profiles, preferences, and shopping habits, it will be possible to make more assertive suggestions and targeted promotions for each customer,” clarifies the CEO of Minha Quitandinha.
Frictionless ShoppingLastly, Mauri states that improving the customer shopping experience through more user-friendly systems with fewer steps to checkout in self-service systems is something that can change the game for the supermarket sector. “The models adopted by supermarkets in general are still Windows-based self-service software, which is less user-friendly than more modern systems like Android and iOS. Additionally, the excessive number of steps customers have to go through to complete their purchase, along with various errors that appear during the process, discourages consumers from using these systems at checkout,” he explains.
Recently, Minha Quitandinha launched QPay, a custom-made software for the autonomous store sector aimed at improving the shopping and selling journey for both shoppers and retailers. According to Mauri, the system had to be created in a more user-friendly and frictionless way for the customer, given that shoppers do not have access to a store attendant to assist them. “This model has proven to be a great success compared to the previous one. The truth is that the self-service market is here to stay, and proximity and convenience models will be increasingly demanded by consumers. Companies that can integrate accessible, efficient, and secure technologies will have a significant competitive advantage. In Brazil, the ability to adapt global solutions to our economic and cultural context will be essential for success in this market,” concludes Mauri.
