IGT presented “Self-Serving the Consumer Experience.” Dan Morales, Sr. Manager, IGT’s Retail Sales & Analytics, examined the necessity for self-service.
According to TechNavio, there is an expected 49% growth in retail self-service options over the next three years. Forrester predicts 79% of customers would rather use self-service than a human-assisted support channel. How can lotteries be properly positioned with retailers and solutions to remain a sustainable product for consumers in the future of retail?
“Self-service and the consumer experiences. Brick and mortar is very much alive and well. In 2018 it had a 57% lift. Gen-X and Millennials still prefer to shop at retail. ecommerce represents only 10% of the increase in global purchases. Consumers want the convenience of online. Retailers are moving on this trend,” said Morales.
As example, McDonald’s and 7-Eleven are using digital to meet that demand for pick up retail. “Global self-service is about 16%. About a third of all lottery sales are self-service where available,” he said.
Retail execution answers the business questions that are common. “The pillars of the execution are optimizing and keeping vending optimized and the sustainability of the vending network. This is done through benchmarking performance,” said Morales.
Another element is using the network to advance promotional strategies. This helps stakeholders evaluate KPIs across their networks.
Link to Powerpoint: