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Drive Fan Experiences and Journeys With Frictionless Checkout

A digital transformation technology report

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  • As frictionless checkout platforms are relatively new, it is challenging to determine what vendor offers the right features, functionalities, and opportunities for your venue.
  • You may be struggling to find the time to research a highly new market in depth when you do not see the value of a frictionless checkout platform, putting you at risk for missing out on a new digital opportunity.
  • You may be worried about the unknown risks and threats that frictionless checkout technology may create for your business.

Our Advice

Critical Insight

  • To create frictionless fan journeys, sports entertainment venues need to digitally enhance fan experiences within all outlets of the venue to develop unmatched experiences, and value and efficiency improvements will follow.

Impact and Result

  • Determine how your business can create value through the sports entertainment business capability map and how a frictionless checkout platform can enhance, improve, or create value.
  • Use a fan persona and journey mapping exercise to determine opportunities for frictionless checkout.
  • Through vendor research and interviews, Info-Tech has identified the various features, functionalities, and digital opportunities that each vendor offers in order to facilitate going to RFP, and implementation can be fast tracked with Info-Tech’s Rapid Application Selection Framework.


Drive Fan Experiences and Journeys With Frictionless Checkout Research & Tools

1. Drive Fan Experiences and Journeys With Frictionless Checkout Deck – This Digital Transformation Technology Report will walk you through a value chain analysis, journey map, and vendor landscape for frictionless checkout platforms.

Read our digital transformation technology report to find out why you should consider a frictionless checkout platform for your venue to create frictionless fan journeys and improve experiences.

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Drive Fan Experiences and Journeys With Frictionless Checkout

Digital Transformation Technology Report

EXECUTIVE BRIEF

Analyst Perspective

Redefine the fan experience with frictionless checkout technology

Frictionless checkout technology is gaining popularity outside and inside venues. Many major venues, retailers, grocers, and restaurants are offering consumers the ability to pick items off shelves and walk right out, allowing them to take control of their own shopping journey, and fans are not excluded from this frictionless shopping experience.

Frictionless checkout technology redefines the shopping experience across a variety of industries, and it also redefines the overall fan experience at an event. Fans have a desire for speed when purchasing items during an event to reduce their fear of missing out, and removing checkout lines to improve the fan experience is worth US$37.7 billion (Crunchbase, 2020).

Additionally, the business will benefit from this opportunity because frictionless checkout technology can better understand the fan shopping journey through in-store data and analytics. Data-driven insights have a domino effect where organizational improvements will follow the frictionless experience. Frictionless checkout technology is changing the shopping and fan experience in extensive ways, and there are considerable reasons to make the switch in your venue (Forbes, 2021).

Elizabeth Silva

Research Specialist, Sports Entertainment Industry

Info-Tech Research Group

Executive Summary

Your Challenge

  • You are struggling to find the time to research a very new market in depth and you do not see the value of a frictionless checkout platform, putting you at risk for missing out on a new digital opportunity.
  • As frictionless checkout platforms are relatively new, it is challenging to determine what vendor offers the right features, functionalities, and opportunities for your venue.
  • You are worried about the unknown risks and threats that frictionless checkout technology may create for your business.

Common Obstacles

  • You don’t know where or how to begin or how to engage the right people, model the business, and drive value for frictionless checkout technology.
  • Digital transformation has accelerated across every industry, organization, and department, and CIOs must maneuver this change to keep pace in a digital-first world.
  • The business and IT often focus on a project, ignoring the holistic value that it will provide today and in the future.

Info-Tech's Approach

  • Determine how your business can create value through the sports entertainment business capability map and how a frictionless checkout platform can enhance, improve, or create value.
  • Use a fan persona and journey mapping exercise to determine opportunities for frictionless checkout.
  • Through vendor research and interviews, Info-Tech has identified the various features, functionalities, and digital opportunities that each vendor offers in order to facilitate going to RFP, and implementation can be fast tracked with Info-Tech’s Rapid Application Selection Framework.

Info-Tech Overarching Insight

To create frictionless fan journeys, sports entertainment venues need to digitally enhance fan experiences within all outlets of the venue to develop unmatched experiences, and value and efficiency improvements will follow.

The commerce everywhere evolution

Frictionless checkout technology is only the beginning

How did we get here?

  • The commerce everywhere evolution started with enhanced online shopping implementations due to the COVID-19 pandemic. In a post-pandemic and digital-first world, physical and digital are being transformed into new and fully connected experiences.
  • Frictionless checkout technology is just the beginning of redefining the shopping experience for fans and consumers alike (Forbes, 2021).

What is it?

  • Frictionless checkout technology provides venues with the ability and platform to provide frictionless experiences to fans within any type of shopping area, such as retail or food and beverage. This type of technology is typically used to save time by eliminating lines, enabling touchless experiences, and lowering labor costs.
  • Frictionless checkout technology is replacing standard cashiers and even self-checkout kiosks. With frictionless checkout technology, the fan is constantly tracked by sensors and/or cameras to identify what is in their “basket.”

How does it work?

  • This technology works by using Internet of Things sensors to collect data as well as using algorithms, RFID, sensor fusion, and more to sense the truth in the real world.
  • Some frictionless checkout platform vendors also provide data and analytic services for venues to better understand fans, their emotions, and their behaviors behind their shopping experience. Data and analytics can also assist in better inventory management and product placement strategies.

As cost pressures mount and recovery from the COVID-19 pandemic begins, the popularity (and market size) of frictionless checkout technology is projected to grow.

Improving the fan experience and creating a faster shopping process mean more volume in sales, where removing checkout lines is worth US$37.7 billion (Crunchbase, 2020).

The brick-and-mortar retail market is worth more than US$5.5 trillion. If checkout-less companies capture 5% of that over the next four years, they will have access to a US$275 billion market (Crunchbase, 2020).

Transform your venue to compete in a digital-first world

Venue digital transformation journey

Where most sports entertainment organizations are having challenges in transforming and competing in the industry:

Fan Connectivity

  1. Basic connectivity sets a foundation.
  2. Venue transformation begins as smartphones are the hub.
  3. Internet and social media access is crucial.

Operational Excellence

  1. Extend the transformation beyond smartphones.
  2. Support operational functions of the venue to enable touchless, cashless, and frictionless experiences.
  3. Conduct initial data harvesting and analytics.

Where most sports entertainment organizations will have challenges after they complete fan connectivity and operational excellence transformation:

Data & Immersion

  1. Harness data lake with analytics.
  2. Increase fan loyalty.
  3. Drive team partnerships with closed-loop data insights.
  4. Create an immersive fan experience.
  5. Enable in-seat live betting and services.

The future is frictionless

Transform to compete in a digital-first world

The Future of The Fan Experience

  • Frictionless checkout technology improves the fan experience by eliminating friction and speeding up the shopping process to give time back to fans to enjoy the event and cheer on their team. Over and above that, it is also changing the future of any shopping experience inside or outside the venue.
  • The future is frictionless – it provides the opportunity to engage fans to use the venue/team app and loyalty program, which increases the business’ access to fan data.

“With checkout-free stores, a huge repository of data will be available for retailers to create excellent customer experiences. This will help them promote brand loyalty and improve footfalls in the long-term.” – Vipul Aggarwal, Chief Revenue Officer of Better Commerce (MyCustomer, 2021)

Fan Data to Compete in a Digital-First World

  • Capturing more fan data allows businesses to gain critical insight into what fans buy, their behaviors, and their habits, enabling businesses to hyperpersonalize the 360-degree fan experience.
  • Behavioral data can also be used to create real-time rewards based on fans’ habits and behaviors as they are happening rather than post-purchase rewards (MyCustomer, 2021).
  • The influx of data and insights that frictionless checkout technology can provide to the venue (or any business) will change day-to-day operations; both fan experiences and operations will be digitally transformed to compete in a digital-first world.

“Implementing checkout-free technologies and approaches removes the biggest pain point in retail – queuing to pay.” – Oliver Guy, Senior Director of Industry Solutions at Software AG (MyCustomer, 2021)

“Speed and convenience was listed as the third most crucial thing that customers want from their shopping experience, with 33% of those surveyed stating that this was important to them.” (MyCustomer, 2021)

POS advancements have accelerated

Traditional point of sale (POS) systems have come a long way, and more advanced technology is coming to enhance and improve 360-degree experiences

Technological Evolution of the POS

Past:

1879

  • The first cash register is invented.

Mid-1970s

  • IBM introduces the first computer-based, electronic cash register.

1992

  • The first POS software for Microsoft Windows is created.

2002

  • The first cloud-based POS system is introduced in the UK.

2010

  • NFC/RFID/BLE/Wi-Fi and mobile ticket functionality are added at low cost to mass-market mobile-phones and other devices.

Present:

2012

  • Geofencing and mobile POS is introduced and takes over the POS market.

2014-15

  • Self-serve kiosk systems and mobile apps are being introduced for the first time for ordering. Starbucks launches their first mobile order and pay app (Starbucks Stories, 2015).

2018

  • Fully integrated handheld POS systems and tablets are introduced.

2020

  • Amazon opens its first frictionless checkout grocery store in Seattle.

The Future of Frictionless Fan Journeys & Experiences:

2022 & Beyond

  • Frictionless checkout stores, shelf edge display, pick-up lockers, smart mirrors, bottom-of-basket detection, automation, and facial, iris, voice recognition start to become highly popular in sports and entertainment venues and industries alike.
  • The evolution includes IoT gateway, cloud edge, AI, and algorithms for nonstop entry to parking and other areas alike for VIP, suites, and season ticket holders.
  • Augmented and virtual reality, the metaverse, and lens/wearables are used in store and at home to experience shopping or events from anywhere.
  • Sensor fusion, biometric contactless readers, and cryptocurrency are used as payment options and entry access.

Source: Toast, n.d.

Consider other industry innovations

Leverage frictionless technology from industries that could improve fan experience

Circle K’s pay-by-plate option

  • In Norway, Sweden, and Denmark, Circle K has launched Easy Fuel, an emerging technology based on pay-by-plate convenience.
  • The driver registers their vehicle license plate number and payment method on Circle K’s app and then can just fill up and drive off when refueling.
  • The pay-by-plate technology can be applied to stadium parking to reduce friction of payment.

My voice is my password

  • In 2014, large banks around the world started adding the option for clients banking by phone to use their voice as their password.
  • Applying this technology to registered visitors could reduce friction of payment at concession stands and increase sales.

‘‘We are committed to innovating for the future of convenience. This year, we had exciting breakthroughs in payment and delivery options, gamification, and frictionless capabilities. Our ambition requires us to incubate and test learnings and quickly scale ideas that simplify and improve the experience for our store team members and customers.’’

– Deb Hall Lefevre, Chief Technology Officer (Couche Tard Annual Report, 2021)

Opportunities heavily outweigh the challenges

Opportunities

  • Create a faster and frictionless shopping process to improve the fan experience and eliminate the fear of missing out.
  • Use the venue/team app and loyalty program more often through integration with the frictionless checkout technology.
  • Create hyperpersonalized experiences through increased access to fan data and leveraging advanced analytics to identify crucial opportunities.
  • Develop real-time rewards based on fan habits and behaviors (MyCustomer, 2021).
  • Launch smart inventory management to communicate with venues on when they should restock shelves and order more of an item to reduce waste from over-ordering (Retail Technology Review, 2021).
  • Develop product placement strategies to reduce waste management and over-ordering.
  • Reduce operating losses by eliminating shoplifting and employee theft.
  • Build fan connection by relocating and repurposing traditional cashiers to fan service roles within the store or venue to improve the fan experience.
  • Leverage frictionless checkout concepts for future opportunities such as license plate recognition for VIP parking access and voice verification at concession stand payment terminals.

Challenges

  • Fans could reject frictionless checkout technology due to personal fan interests and beliefs.
  • Restricting options could impact fan experience if there is not a traditional checkout option available.
  • This could create a social divide on when venues should restock shelves and order more of an item.
  • The risk of cyberattacks and data breaches increases due to more data being collected and processed.
  • There is potential reputational damage and negative impact on fan loyalty if data is breached (MyCustomer, 2021).
  • A strong commitment is required for days to weeks of construction to implement this type of technology.

The right metrics will drive success

Consider the following metrics to measure improvements

Outcomes Metrics Impacts Measures
Fan engagement Fan engagement rate Increase fan engagement within a year
  • Fan engagement rate = (likes + comments + share / total of followers) x 100
  • Annual fan survey
Improved back-office intelligence Return on investment (ROI) Improve data intelligence and efficiencies within a year
  • Refined, automated, and centralized real-time data collection
  • ROI = net return on investment / cost of investment x 100
Personalization Conversion rate, clickthrough rate Through data and analytics, personalization can be improved and conversion rates and clickthrough rates will increase.
  • Conversion rate = (conversions / total visitors) x 100
  • Clickthrough rate = clicks / impressions
Actionable analytics Return on engagement, monthly recurring revenue With the improved service of data reports, sports entertainment organizations can make actionable and valuable decisions to satisfy fans and improve engagement.
  • Return on engagement = (benefits – costs / costs) x 100
  • Monthly recurring revenue = new fan subscription revenue + existing fan subscription revenue + add-on and license upgrade fees – lost revenue from churned fan accounts and license downgrades or removed add-ons
Superior fan relationship Fan lifetime value, churn rate By understanding fans better with improved data intelligence, organizations can create superior relationships with fans, resulting in high lifetime value and lower churn rate.
  • Average fan value = average purchase x average purchases in one year
  • Average fan lifetime value = average fan value x average fan lifetime
  • Churn rate = (fans beginning of month – fans end of month) / fans beginning of month
Efficient venue management Employee satisfaction, operating cash flow, operating profit margin Better data intelligence allows for improved operations efficiencies, making tasks easier for employees and more efficient.
  • Employee satisfaction survey; employee NPS = % of promoters – % of detractors
  • Operating cash flow = operating income + depreciation – taxes + change in working capital
  • Operating profit margin = operating income / net sales revenue
Effective fan service Net Promoter Score With improved venue management, effective fan service should follow, improving the quality of the experience and thus Net Promoter Scores (NPS).
  • Net Promoter Score allows organizations to calculate the difference between fans who love and are satisfied with the organization and those who aren’t.
  • NPS = % of promoters – % of detractors Annual fan survey

(Sources: CFI, n.d.; Disruptive Advertising, 2020; Personify, n.d.; “How to Calculate Recurring Revenue,” Salesforce, n.d.; StriveCloud, n.d.; “How to Calculate Customer Churn Rate and Revenue Churn Rate,” Salesforce, n.d.; Hubstaff, 2020.)

Business and IT will both benefit

Business Benefits

  • Improve the fan experience by deploying cashierless stores and frictionless shopping experiences in the venue.
  • Increase revenue through improved shopping experiences and hyperpersonalization.
  • Provide hyperpersonalized experiences to fans through critical insights driven by data and analytics.
  • Create more efficient venue operations through data and analytics and reallocating staff from cashier to fan service roles.
  • Deepen the relationship with fans as the number of items that fans purchase also increases, resulting in a higher dollar spend and more brand connections.

IT Benefits

  • IT will be seen as a valuable partner and will enable the success and transformation of the business while elevating the CIO’s influence with the leadership team.
  • The business will invest in technology that enables a holistic and seamless fan experience.
  • Provide insightful data and analytics through the technology that is invested in.

A frictionless checkout store at the Indianapolis 500 reported almost 200 delivered receipts per hour to generate an ROI four times greater than the store’s operating cost in a single day (AiFi, 2022).

Discover High-Value Fan Experiences

An Industry Strategic Foresight Trend Report

The COVID-19 pandemic has disrupted the sports entertainment industry, and revenue streams and relationships with fans must be redefined and rebuilt to meet new fan expectations post-pandemic.

72% of sports entertainment organizations expect to invest in new technologies that deliver new experiences this year. (Stats Perform, 2021)

Advanced Wireless

  • 5G
  • Wi-Fi 6
  • CBRS

Immersive and Gamified Sports

  • Over-the-top media
  • Mixed reality
  • Tech lounges
  • Esports
  • Non-fungible tokens (NFTs)
  • Virtual reality
  • Real-time live sports betting
  • Augmented reality

>60% of fans agreed that having a great "year-round experience" would make them more likely to become more engaged with their team in the coming season, while 55% said that it would make them more likely to purchase a ticket in the future. (Deloitte, 2021)

Vision Recognition

  • Smart access control systems
  • Real-time crowd intelligence
  • Touchless access using facial recognition
  • Facial recognition for COVID-19 screening
  • Palm reading for payments and access control
  • Biometric security

#1 Fan Journey

  1. Before the Event
    • Let the fans plans ahead
  2. Inside the Venue
    • Make fans feel like VIPs
  3. During the Event
    • Anticipate a shift in standard expectations
  4. After the Event
    • Provide at-home excitement
  5. Beyond the Venue
    • Extend your reach

Digital Ecosystem

  • Mobile integration and automation platforms
  • Stadium/team apps
  • Mobile ticket platforms
  • Public engagement through digital and social media
  • Contactless POS systems
  • Digital signage, IPTV

Frictionless checkout technology is a trend that drives a digital ecosystem within sports entertainment. Making fans feel like VIPs and anticipating their expectations during an event can be achieved through frictionless checkout technology and can create 360-degree expectations.

Digital Sustainability

  • Water preservation through rainwater collection, harvesting, and recycling systems
  • Cogeneration of conditioning and electrical systems
  • Energy preservation through solar and wind power
  • LED lighting
  • Electric car parking

Section 1

Value Chain to Value Creation Analysis for Frictionless Checkout Opportunities

Section 1

  • Value chain analysis
  • Fan personas and journey scenarios
  • Journey mapping
  • KPIs

Section 2

  • Key players
  • Vendor assessment
  • Case studies

Drive Fan Experiences & Journeys With Frictionless Checkout

Analyzing the value of sports entertainment capabilities

Sports Entertainment Business Capability Map

In business architecture, the primary view of an organization is known as a business capability map, which is made up of business capabilities and value chains.

A business capability defines what a business does to enable value creation, rather than how. A value chain is a high-level analysis of how the industry creates value for the consumer as an overall end-to-end process.

A business capability map provides details that help the business architecture practitioner direct attention to a specific area of the business for further assessment.

The highlighted value chains are capabilities and processes that are impacted by frictionless checkout technology.

The image shows a Business Capability Map specifically for the Sports Entertainment industry. There are several sections highlighted in red.

Value chain analysis for frictionless checkout

Frictionless checkout technology impacts many business capabilities and value chains within sports entertainment, but the most critical value chains that are impacted by this technology are the service strategy & planning and marketing management value chains. Frictionless checkout technology can improve most of the capabilities within these value chains, highly impacting promotions and incentives as well as the fan experience. These processes are challenging to successfully create but can have a high financial impact on the business.

The image shows a graphic in several sections. The left is labelled Digital Opportunity and Frictionless Checkout Technology. The next section shows the impacted value streams. The next section is split into two Value Chains, titled Service Strategy and Planning and Marketing Management. On the right, there is a legend that indicates that sections in blue are Financial impact; sections outlined in purple are High degree of pain/risk; and sections that are both blue and outlined in purple are Prioritized for transformation.

Greatest Risks

  • Some fans may be opposed to using frictionless checkout technology due to their own interests and beliefs.
  • Security and data breaches can expose fan information that is collected through the technology.
  • Reputational damage will occur if security and data are breached.

Complexity

  • Retrofitting existing stores within the venue to become frictionless.
  • Committing to days to weeks of construction to implement frictionless checkout technology within the venue.
  • Requiring fans to download an app or use a card to enter the store, eliminating cash.

Key Benefits

  • Improved fan experience due to a faster and frictionless shopping process within the venue that eliminates the fear of missing out during an event.
  • Increased access to fan data, providing the ability to create more hyperpersonalized experiences and marketing.
  • Ability to provide real-time rewards to fans.
  • Smart inventory management to improve inventory, product placement strategies, and waste management.
  • Elimination of shoplifting and employee theft.
  • Reallocation and repurposing of traditional cashiers into fan service roles to improve the experience.
  • Higher usage of team/venue app and loyalty program.

Dependencies

  • Fan interest in frictionless checkout technology
  • Strong network connection
  • Hardware and software installation

Financial Revenue Highly Impacted

  • Save costs through:
    • Improved inventory management
    • Reduced waste
    • Reduced shoplifting and theft
    • Reduced hiring costs, as cashier role is a high turnover job
  • Revenue increase in:
    • Campaign management
    • Promotions and incentives
    • Advertising
    • Food and beverage
    • Merchandise
    • Upselling

From value chain to journey scenario for value creation

Journey Scenario: “As a fear-of-missing-out follower, I need to experience every opportunity life offers so that I do not miss out on any events.”

Fan demographics

Name: Tom

Fan Segment: FOMO Follower

Age: 25

Occupation: Car Salesman

Location: New York City, New York

Pains

What are their frustrations, fears, and anxieties?

  • Fears that he is missing out on an amazing experience when he does not or cannot attend events
  • Is curious and does not want to be left out
  • Shiny object syndrome
  • Needs to be publicly accepted

What do they need to do?

What do they want to get done? How will they know they are successful?

  • Be part of a community that is interested in the same fast-paced lifestyle
  • Experience every opportunity life offers
  • Show everyone the opportunities experienced

Gains

What are their wants, needs, hopes, and dreams?

  • Be surrounded by others
  • Have a fast-paced lifestyle
  • Experience every opportunity given and seen
  • Showcase/brag about his experiences online

60% of millennials said [they] make active purchases because of FOMO.” – Mageplaza, 2022

Identify digital opportunities for frictionless checkout through fan journeys

Stakeholder: Tom – FOMO Follower

Journey Scenario: “As a fear-of-missing-out follower, I need to experience every opportunity life offers so that I do not miss out on any events."

Journey Activity Find venue store of interest Search for item of interest Decide what I want Wait in line Payment Enjoy
Touchpoints
  • Find store
  • Security guard
  • Store
  • Item of interest (ex. prepackaged snack, retail)
  • Store
  • Item of interest
  • Cashier
  • Store
  • Cashier
  • Store
  • Cashier
  • Apple Pay
  • Security guard
  • Find seat
  • Enjoy item
Nature of Activity Non-routine cognitive Non-routine cognitive Non-routine cognitive Non-routine manual Non-routine cognitive Non-routine manual

Metrics

  • Time to find store
  • Time to find item
  • Time to decide
  • Time waiting in line
  • Store revenue
  • Time to find seat
  • Total time away from seat
  • Fan satisfaction
Key Moments & Pain Points
  • No wayfinding signs or directions on where the closest store is
  • No category markings on shelves
  • Many options to choose from, making the choice difficult and long
  • Line was long
  • Over 30 minutes to pay for items
  • No wayfinding signs or directions
  • Time spent away from event over 30 minutes
Opportunities
  • Implement wayfinding/digital signage to notify fans of where stores, etc., are
  • Create better product placement and organization within store
  • Develop hyperpersonalized marketing to fans prior to the event on snacks, etc., they may be interested in based off fan data to make decision easier
  • Eliminate lines with frictionless checkout technology
  • Remove payment action with frictionless checkout technology
  • Implement wayfinding/digital signage
  • Implement frictionless checkout technology to reduce time spent away from seat

By eliminating lines and payment process with frictionless checkout technology, you give time back to fans, enabling them to spend more time in their seats experiencing the event rather than in store and in line purchasing items when they feel the need to. Additionally, frictionless checkout technology can collect more fan data to hyperpersonalize the shopping experience. Recommendations on what to buy, promotions, and incentives can be offered to assist the shopping journey for fans, making the decision easier and more enjoyable.

Tracking key performance indicators will optimize the fan journey

Frictionless checkout platforms provide KPIs to improve the fan experience, journey, and business

In-Store Fan Shopping Journey KPIs

  • Number of fans in the store at any time
  • Bounce rate
  • Favorite paths of fans in a time period
  • Average time in a section
  • Dwell time per fan and product
  • Highest and lowest dwell times
  • All products viewed by a fan
  • Foot traffic map in store
  • Shopping frequency
  • Length of visit
  • Product preferences
  • Basket size
  • Average $ transaction
  • Real-time analytics for sales/promotions/incentives optimization and opportunities

Product Preference KPIs

  • Top viewed products at any time period
  • Top viewed products in given section of the store
  • Top products bought together
  • Dwell times for top products
  • Product interest pattern across stores
  • Product interest based on seasonality

Staffing Optimization KPIs

  • Weekly, monthly, and seasonal pattern for staffing needs

Marketing Campaign & Product Placement Effectiveness KPIs

  • Marketing campaign effectiveness across stores
  • Pre- and post-campaign dwell heat maps
  • Pre- and post-campaign:
    • Product purchases
    • Product attaches
    • Product visitors

Section 2

Frictionless Checkout Vendor Landscape Assessment

Section 1

  • Value chain analysis
  • Fan personas and journey scenarios
  • Journey mapping
  • KPIs

Section 2

  • Key players
  • Vendor assessment
  • Case studies

Drive Fan Experiences & Journeys With Frictionless Checkout

Traditional POS compared to frictionless checkout

A holistic shopping journey through technology

The difference between traditional POS and frictionless checkout

  • Traditional POS is a payment system that businesses use to receive payments from customers to keep track of transactions.
  • Frictionless checkout is a platform that businesses can deploy within their store to provide a holistic solution to the shopper's journey and business by eliminating friction and checkout lines while receiving payments and keeping track of transactions, sales, inventory, security, theft, etc. Frictionless checkout platforms can integrate with current POS systems or replace them.

Shopping journey with a traditional POS

  • Arrive at store
  • Search for item of interest
  • Decide what items to buy
  • Wait in line
  • Pay
  • Leave store

Shopping journey with a frictionless checkout platform

  • Arrive at store
  • Scan QR code/credit card
  • Decide what items to buy
  • Leave store

Key players

Info-Tech identified six key players in the frictionless checkout technology space that have baseline functional viability for any sports entertainment business.

Ava SmoothShop

Developer of retail analytics software through a digital nervous system platform.

Zippin

Developer of an autonomous shopping technology designed to help retailers quickly deploy frictionless shopping.

Standard AI

Developer of autonomous checkout technology designed to streamline operations for brick-and-mortar retailers.

Accel Robotics

Providers of a frictionless commerce platform intended to offer automated store services.

Grabango

Developer of a checkout-free technology designed to eliminate lines and save time.

AiFi

Flexible AI platform that enables retailers to affordably deploy and scale autonomous shopping solutions across their businesses.

Vendor functional criteria

Top-level features for frictionless checkout platforms that Info-Tech looked for in a vendor

Function Description
Continuous Tracking The vendor can continuously track a fan despite where they go (e.g. bathroom) without the fan having to “revalidate” themselves.
Camera Technology The vendor provides technology that is mainly camera based, rather than using sensors to track fans, as cameras provide more flexibility and high-quality product.
Ability to Detect Any Item The vendor can detect any size or type of item without losing the item or having to prepackage the item.
Online and Offline Resilience The vendor is resilient in its operations and technology and is not reliant on internet connection.
Advancement in Alcohol Sales The solution can verify IDs, determine how much alcohol one person has purchased and what their sobriety is, and flag any type of risks.
Privacy, Security, and Regulatory Compliance The vendor meets consumer privacy laws for the specific location (GDPR and CCPA), provides security, and complies with all other regulatory requirements.
Varied Entry Options The solution provides varied entry options such as bidirectional gates, gates with no barriers, and no gates.
Real-Time or Near Real-Time Store Processing The solution provides the ability to process the items in “baskets” in real time or near real time, providing receipts instantly.
Potential to Support Outdoor Locations and Pop-Up Infrastructure The solution has the infrastructure to support outdoor locations and pop-up stores without an enclosed footprint and is easy to move.
Digital Pricing Screens and Boards The vendor provides digital pricing screens or menu boards, or it can integrate with a digital signage provider.
Product Placement Flexibility The vendor has standard operating flexibility and the ability to change the planogram and where they place products within the store, with near real-time updates.
Infrastructure Equipment The solution has converged network capabilities and the ability to store network equipment in shared engineering rooms, not at the store itself.
Hardware Attributes The solution has a variety of devices and sizes to choose from, small form-factor module, battery vs. wired operated gates, vertical wall mounted options, and POS integration.
Inventory Control Management The solution provides inventory control management to support operations, ordering, and restocking.
Data and Analytics The vendor provides its own data and analytics to help industry leaders make data-driven decisions and better understand their business and fans.

Vendor Quadrant

This quadrant is an objective overview of the landscape. The results are based on the expert opinion of Info-Tech’s analyst and secondary research specific to the sports entertainment industry.

Legend

Vendor Functionality

Does the vendor have a strong breadth and depth of capabilities in the frictionless checkout technology space?

Vendor Footprint

How big is the vendor? What’s the viability of the vendor? And do they have a valid roadmap?

The image shows a quadrant, with Frictionless Checkout Functionality on the X-axis, and Vendor Footprint on the Y-axis. In the top right section are: Zippin, Aifi, and Ava Retail AI; in the lower left section are: Grabango and AR; and in the lower right section is Standard AI.

How do vendors measure against each other?

Frictionless Checkout Functionalities AVA SmoothShop Zippin Standard AI Accel Robotics Grabango AiFi
Continuous Tracking the feature is fully present the feature is not offered the feature is fully present the feature is not offered the feature is fully present the feature is not offered
Camera Technology the feature is partially present the feature is not offered the feature is partially present the feature is not offered the feature is fully present the feature is partially present
Ability to Detect Any Item the feature is fully present the feature is fully present the feature is fully present the feature is fully present the feature is fully present the feature is fully present
Online and Offline Resilience the feature is fully present the feature is not offered the feature is not offered the feature is fully present the feature is fully present the feature is not offered
Advancement in Alcohol Sales the feature is fully present the feature is not offered the feature is fully present the feature is not offered the feature is not offered the feature is not offered
Privacy, Security, and Regulatory Compliance the feature is fully present the feature is fully present the feature is fully present the feature is fully present the feature is fully present the feature is fully present
Varied Entry Options the feature is fully present the feature is fully present the feature is not offered the feature is fully present the feature is not offered the feature is fully present
Real-Time or Near Real-Time Store Processing the feature is not offered the feature is not offered the feature is partially present the feature is fully present the feature is not offered the feature is not offered
Outdoor Locations and Pop-Up Infrastructure the feature is fully present the feature is partially present the feature is fully present the feature is fully present the feature is not offered the feature is fully present
Digital Pricing Screens and Boards the feature is partially present the feature is fully present the feature is not offered the feature is fully present the feature is not offered the feature is not offered
Product Placement Flexibility the feature is fully present the feature is fully present the feature is fully present the feature is fully present the feature is fully present the feature is fully present
Infrastructure Equipment the feature is fully present the feature is fully present the feature is fully present the feature is fully present the feature is not offered the feature is not offered
Hardware Attributes the feature is fully present the feature is fully present the feature is fully present the feature is fully present the feature is not offered the feature is fully present
Inventory Control Management the feature is fully present the feature is fully present the feature is fully present the feature is fully present the feature is not offered the feature is fully present
Data and Analytics the feature is fully present the feature is fully present the feature is fully present the feature is not offered the feature is not offered the feature is fully present

AVA retail.ai

Vendor name: AVA Retail.ai - Ava SmoothShop

Headquarters: Washington, United States

Employees: 11-50 (LinkedIn)

Presence: Private

Link: avaretail.ai

Details

  • AVA offers many different solutions. Continuous tracking was one of the first services it provided and AVA has developed it over time. AVA can also continuously track fans back into the stands to monitor behaviors, etc.
  • AVA uses cameras as its primary technology with an IoT approach for tracking, where some sensors are used. AVA technology provides flexibility for merchandise. Cameras detect any size or type of item based on its unique appearance, so no additional tags or prepackaging is needed.
  • Internet is not required to be live for the store, and live monitoring systems are not internet dependent. Backup hardware is also provided in case of breakages, etc.
  • Currently AVA is deploying duty-free shops within airports in the East for alcohol, where they have automated tasks such as verifying IDs and tracking alcohol sales, sobriety, etc. It can also implement state-specific requirements.
  • AVA provides a variety of entry options (gates or no gates, battery or power operated). Gates are typically used for ID verification, tapping payment method, or scanning app/web QR code.
  • AVA is compliant with consumer privacy laws, as the system only remembers the number associated with the fan and doesn’t save photos. Photos are destroyed ten times a second for privacy.
  • AVA can be used for outdoor locations and pop-up retail.
  • It does not come with digital pricing screens or menu boards, although it can integrate with any digital signage provider if an API is present.
  • You can virtually drag and drop cameras on the planogram for flexibility with item placement.
  • AVA can store network equipment in a shared engineering room if it’s in the same venue and has wired connectivity.
  • Sign-up is not required, and fans can use credit cards and digital wallets to tap in and out. Integration with venue/team apps is also possible to retrieve QR codes to get access to the store.
  • AVA provides the option to use its AVA POS, or you can easily integrate it with your current POS if an API is present.
AVA SmoothShop
Continuous Tracking the feature is fully present
Camera Technology the feature is partially present
Ability to Detect Any Item the feature is fully present
Online and Offline Resilience the feature is fully present
Advancement in Alcohol Sales the feature is fully present
Privacy, Security, and Regulatory Compliance the feature is fully present
Varied Entry Options the feature is fully present
Real-Time or Near Real-Time Store Processing the feature is not offered
Outdoor Locations and Pop-Up Infrastructure the feature is fully present
Digital Pricing Screens and Boards the feature is partially present
Product Placement Flexibility the feature is fully present
Infrastructure Equipment the feature is fully present
Hardware Attributes the feature is fully present
Inventory Control Management the feature is fully present
Data and Analytics the feature is fully present

Zippin

Vendor Name: Zippin

Headquarters: San Francisco, California

Employees: 51-200 (LinkedIn)

Presence: Private

Link: getzippin.com

Details

  • Zippin only provides continuous tracking within the store.
  • Zippin technology has a two-part product with cameras and sensors, as sensors keep the accuracy up at 99.8%.
  • It can detect any size or type of item but did highlight that this is harder for items that require weighing.
  • Zippin’s platform does require a consistent internet connectivity (10Mb down and 10Mb up to run technology) but comes with internet backups that run up to four hours.
  • Zippin has expressed that it legally cannot verify ID through its technology; a physical person needs to do so.
  • Zippin is compliant with all consumer privacy laws, and the user can choose when they want the photos and videos deleted (typically after 14 days; photos are usually kept for disputing any mischarges, etc.).
  • It offers different entry options for stores, such as its “Zippin Lane,” and can be retrofit to existing stores. Gates are power operated with battery backups that last up to four hours and are rechargeable.
  • It cannot provide real-time or near real-time store processing for receipts and revenue transparency, as there is a delay of 60 to 120 minutes.
  • Zippin can support outdoor locations, with configuration to ensure that direct sunlight does not interfere with the cameras to ensure accuracy. However, it does not support pop-up infrastructure.
  • Zippin can provide digital pricing screens and menu boards as well as integrate with the current POS within the venue.
  • Flexibility with product placement is available. You can configure the planogram on the dashboard through the PC or mobile app, taking only 60 seconds to calibrate.
  • Zippin can store network equipment in a shared engineering room by running a Cat 5 cable through the ceiling.
  • Sign-up is not required; fans can use credit cards and digital wallets to tap in and out. Integration with venue/team apps is also possible to retrieve QR codes to get access to the store.
  • Its Zippin Lane is designed for sports venues; it is the best option for scalability, as retrofitting is expensive. Currently 11 are being built through venues and airports, and there are 200 more to come within the next year.
  • Zippin provides inventory control management and retail data and analytics for traffic, projected volume, dwell time within store, etc.
Zippin
Continuous Tracking the feature is not offered
Camera Technology the feature is not offered
Ability to Detect Any Item the feature is fully present
Online and Offline Resilience the feature is not offered
Advancement in Alcohol Sales the feature is not offered
Privacy, Security, and Regulatory Compliance the feature is fully present
Varied Entry Options the feature is fully present
Real-Time or Near Real-Time Store Processing the feature is not offered
Outdoor Locations and Pop-Up Infrastructure the feature is partially present
Digital Pricing Screens and Boards the feature is fully present
Product Placement Flexibility the feature is fully present
Infrastructure Equipment the feature is fully present
Hardware Attributes the feature is fully present
Inventory Control Management the feature is fully present
Data and Analytics the feature is fully present

Standard AI

Vendor Name: Standard AI

Headquarters: San Francisco, California

Employees: 149+ (PitchBook)

Presence: Private

Link: standard.ai

Details:

  • Standard AI can provide continuous tracking.
  • Standard AI’s platform is primarily camera technology, and they are slowly moving away from sensors.
  • Standard AI can process any size or type of item, if the item is in the price and catalog book.
  • The platform should have internet connection to work, and the size of the store and use case would determine how much connection is needed. If the internet connection were to drop, it is unsure how well Standard AI’s platform would perform.
  • The platform can configure to state-specific requirements and verify IDs through its app. If additional ID verification is needed, a staff member would get notified through the app. The platform cannot detect sobriety but can identify behaviors such as falling, spillage, etc., as a proxy that could indicate sobriety level.
  • It does not provide a variety of gate entry options; it is all open (no gates). However, the virtual point of entry can be placed anywhere.
  • Cart processing and providing receipts to fans takes about five minutes and has a 90% accuracy rate.
  • It can provide outdoor locations and pop-up infrastructure, but the space must be 250 square feet or less. The design and infrastructure of their outdoor/pop-up stores are not as easily movable and have a much deeper design than the regular platform.
  • Standard AI can integrate with digital pricing screens and menu boards but does not provide its own.
  • Product placement flexibility is possible, as the planogram can change in real time.
  • Standard AI can store network equipment in a shared engineering room if it is secured.
  • Standard AI is compliant with consumer privacy laws. It does not use biometrics, personally identifiable information, or facial recognition. It identifies fans by numbers.
  • It can support group shopping to create one basket for groups/families that enter the store together.
  • The platform is supported by its standard app or can integrate into the current venue app. It does not support small form-factor module.
  • Standard AI can integrate with any POS.
  • Standard AI’s platform provides inventory management, inventory control, and out-of-stock alerts in near real time.
  • Standard AI provides its own data and analytics service, including conversion rates and other KPIs.
Standard AI
Continuous Tracking the feature is fully present
Camera Technology the feature is partially present
Ability to Detect Any Item the feature is fully present
Online and Offline Resilience the feature is not offered
Advancement in Alcohol Sales the feature is fully present
Privacy, Security, and Regulatory Compliance the feature is fully present
Varied Entry Options the feature is not offered
Real-Time or Near Real-Time Store Processing the feature is partially present
Outdoor Locations and Pop-Up Infrastructure the feature is fully present
Digital Pricing Screens and Boards the feature is not offered
Product Placement Flexibility the feature is fully present
Infrastructure Equipment the feature is fully present
Hardware Attributes the feature is fully present
Inventory Control Management the feature is fully present
Data and Analytics the feature is fully present

Accel Robotics

Vendor Name: Accel Robotics

Headquarters: San Diego, California

Employees: 51-200 (LinkedIn)

Presence: Private

Link: accelrobotics.com

Details

  • AR only provides continuous tracking within the store.
  • AR uses a mixture of sensors and cameras, and they believe that sensors are needed. The company does not plan to get away from sensors.
  • AR is able to detect any size or type of item but did highlight that this is harder for smaller items.
  • It is able to operate offline but does require internet connectivity for best performance. AR does provide power and internet backups.
  • AR is not advanced in alcohol sales. It has automated the process for verifying IDs but cannot detect sobriety. AR recommends that a sales associate is present in the store for alcohol sales.
  • AR adheres with consumer privacy laws as it does not keep any data and does not take photos. Fans are only tracked as a dot in the store.
  • It typically uses turnstile gates but has varied entry options.
  • AR does have the ability to provide real-time store processing, providing receipts after a few minutes.
  • AR can support outdoor and pop-up locations.
  • It does provide its own digital signage for pricing screens and menu boards.
  • It does have the flexibility to change product placement. It would take one to two hours to calibrate.
  • Network equipment is just one laptop, so it can be placed anywhere.
  • AR can integrate with the current venue app, or fans can download AR’s Valet Market app or go to its mobile-friendly website to insert credit card details to receive a QR code to enter the store.
  • AR can integrate with any POS system but mainly works with Square.
  • It is efficient and sustainable. Operating AR’s platform doesn’t require a lot of energy, and CapEx and OpEx are both low.
  • AR does have real-time inventory control management functionalities.
  • AR does not provide robust data and analytics services.
Accel Robotics
Continuous Tracking the feature is not offered
Camera Technology the feature is not offered
Ability to Detect Any Item the feature is fully present
Online and Offline Resilience the feature is fully present
Advancement in Alcohol Sales the feature is not offered
Privacy, Security, and Regulatory Compliance the feature is fully present
Varied Entry Options the feature is fully present
Real-Time or Near Real-Time Store Processing the feature is fully present
Outdoor Locations and Pop-Up Infrastructure the feature is fully present
Digital Pricing Screens and Boards the feature is fully present
Product Placement Flexibility the feature is fully present
Infrastructure Equipment the feature is fully present
Hardware Attributes the feature is fully present
Inventory Control Management the feature is fully present
Data and Analytics the feature is not offered

Grabango

Vendor Name: Grabango

Headquarters: Berkeley, California

Employees: 51-200 (LinkedIn)

Presence: Private

Link: grabango.com

Details

  • The Grabango platform would be able to provide continuous tracking because a majority of their current customers in the grocery and convenience store space have bathrooms and need to be able to support continuous tracking.
  • Grabango is a pure computer-vision-technology platform where sensors are not used.
  • Grabango can identify any type of item or merchandise as its major grocery stores handle hundreds of items and sizes.
  • Grabango is resilient online and offline – the platform can continue running offline.
  • Grabango can identify the alcohol quantity purchased and flags all purchases including alcohol to verify IDs as state law requires. (This may require a human depending on legal requirements.) Grabango cannot verify the sobriety of any shopper.
  • Grabango does not use any biometrics and is fully compliant with any state, national, and international laws.
  • It offers only one entry option, where the gates are invisible (no physical gate available). However, point of entry within the system is configurable.
  • Exit gates are not battery powered, although the next generation of Grabango will be. (The next generation is supposed to be out within the next couple of months.)
  • Grabango receipt latency is not currently real time but is getting closer to that each day. It is already close to real time, with most receipts being produced in an hour or less.
  • This platform does not have the ability to support outdoor or pop-up infrastructure.
  • The platform can integrate with any digital signage provider and POS system.
  • The Grabango platform is flexible with product placement so customers can continue to run their store as normal. However, if remerchandising is needed, the vendor would need a couple days ahead of time to configure appropriately.
  • It is unsure if the technology could be stored in a shared engineering room. Grabango has no use cases for this.
  • Grabango isn’t a cashier-less store, only lineless where fans would have to scan a QR code on exit or meet with an associate to checkout. This can be seen as a benefit for those who wish not to use their smart phone. They do not provide a small form-factor module.
  • The platform has a 99.7% accuracy rate when processing baskets and receipts.
  • Grabango owns the patent for the only computer vision-based technology for frictionless checkout technology.
Grabango
Continuous Tracking the feature is fully present
Camera Technology the feature is fully present
Ability to Detect Any Item the feature is fully present
Online and Offline Resilience the feature is fully present
Advancement in Alcohol Sales the feature is not offered
Privacy, Security, and Regulatory Compliance the feature is fully present
Varied Entry Options the feature is not offered
Real-Time or Near Real-Time Store Processing the feature is not offered
Outdoor Locations and Pop-Up Infrastructure the feature is not offered
Digital Pricing Screens and Boards the feature is not offered
Product Placement Flexibility the feature is fully present
Infrastructure Equipment the feature is not offered
Hardware Attributes the feature is not offered
Inventory Control Management the feature is not offered
Data and Analytics the feature is not offered

AiFi

Vendor Name: AiFi

Headquarters: Santa Clara, California

Employees: 51-200 (LinkedIn)

Presence: Private

Link: aifi.com

Details

  • It is unclear if AiFi provides continuous tracking.
  • Computer vision identifies the products customers pick up, put back, and keep, using a minimal number of cameras.
  • AiFi doesn’t use facial recognition or store biometric data. You can stay GDPR and CCPA compliant and process all data securely inside your store while you learn more about customer behavior and shopping patterns.
  • AiFi offers hybrid shopping and several entry options to help you create a unique shopping experience for your store. The hybrid solution allows shoppers to check out with a cashier or enjoy a contactless, checkout-free experience with the computer vision technology.
  • AiFi can support outdoor and pop-up locations.
  • Display the right price in the right place, every time. Digital labels instantly update when you change your pricing or planogram.
  • AiFi can easily integrate with other systems such as existing inventory control management systems, POS systems, payments, etc.
  • AiFi collects new data on buying patterns and monitors inventory levels to proactively avoid stockouts and uncover the optimal mix of SKUs for each store.
  • AiFi improves operational KPIs by providing actionable data on customer behavior, traffic heat maps, and insights that improve store performance across entire regions.
AiFi
Continuous Tracking the feature is not offered
Camera Technology the feature is partially present
Ability to Detect Any Item the feature is fully present
Online and Offline Resilience the feature is not offered
Advancement in Alcohol Sales the feature is not offered
Privacy, Security, and Regulatory Compliance the feature is fully present
Varied Entry Options the feature is fully present
Real-Time or Near Real-Time Store Processing the feature is not offered
Outdoor Locations and Pop-Up Infrastructure the feature is fully present
Digital Pricing Screens and Boards the feature is not offered
Product Placement Flexibility the feature is fully present
Infrastructure Equipment the feature is not offered
Hardware Attributes the feature is fully present
Inventory Control Management the feature is fully present
Data and Analytics the feature is fully present

Denver Broncos Empower Field Case Study

Zippin

Industry: Sports Entertainment

Source: Sports Business Journal, 2022

Aramark & Zippin

  • Working with concessionaire Aramark, the Denver Broncos deployed Zippin frictionless checkout stores in 2020, which offered a great opportunity to test limited crowds during the pandemic.
  • The trial was a success, which caused them to deploy eight more Zippin stores in the 2021 season. The Empower Field recorded the highest transaction rate per attendee of the 11 NFL stadiums where Aramark handles the food and beverage service.
  • The frictionless checkout stores allowed the Broncos and Aramark to offer more variety while cutting average transaction time from 2 minutes to 37 seconds.

Results

  • Aramark later invested $2.25 million in improving 11 food and beverage locations for the 2020 season and $5.75 million in 2021 for 14 food and beverage locations they operate.
  • 35% of 70 concession stands at the Empower Field are now fully enabled with frictionless checkout technology and every seat can mobile order retail and food and beverage for pick-up or delivery. This also includes in-suite delivery across more than 125 suites.
  • The changes in the 2021 season resulted in a 42% increase in transactions for food and beverage concessions and overall sales per game.

Indianapolis 500 & AiFi Nano Store Case Study

AiFi

Industry: Sports Entertainment

Source: AiFi, 2022

Penske Entertainment Group & AiFi

  • The Indianapolis Motor Speedway, owned by Penske Entertainment Group, partnered with AiFi and Verizon to create a unique 5G-powered frictionless checkout Nano Store.
  • Fans were able to purchase an assortment of snacks, beverages, and merchandise using the Nano Store enabled by AiFi's portable computer vision.
  • The 5G connectivity allows for the Nano Store to be placed anywhere within the stadium grounds.

Results

  • The store served hundred of fans, with transactions peaking at almost 200 delivered receipts per hour to generate an ROI four times greater than the store’s operating cost in a single day.

“The Nano Store provides a completely new and futuristic shopping experience for attendees. We’re excited to work with AiFi and Verizon to ensure the best possible customer service with this unique store.” – Rebecca Ruselink, CIO, Penske Entertainment (AiFi, 2022)

Refer to the blueprint Define Your Digital Business Strategy to determine the value of your own frictionless checkout initiative

Discover value-driven approaches to digital transformation that allow you to identify what aspects of the business to transform, what technologies to embrace, what processes to automate, and what new business models to create. This approach to digital transformation unifies digital possibilities with your fan experiences.

  • Design a strategy that applies innovation to your business model, streamline and transform processes, and make use of technologies to enhance interactions with customers and employees.
  • Use digital for transforming non-routine cognitive activities and for de-risking key elements of the value chain.
  • Create a balanced roadmap that improves digital maturity and prepares you for long-term success in a digital economy.

Download Define Your Digital Business Strategy

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Research Contributors and Experts

Atul Hirpara

CEO AVA Retail

Anonymous Contributor

VP of Business Development Frictionless Checkout Store Vendor

Erin Morris

Partnership Manager Grabango

Frank Beard

Marketing & CX Manager Standard AI

Dennis Branch

Director of Business Development Zippin

Rahul Jaiswal

Principal Research Director, Retail Info-Tech Research Group

Bibliography

Accel Robotics. https://www.accelrobotics.com/ Accessed 24 March 2022.

AiFi. “Indy Express Shop.” AiFi, 2022. Accessed 10 May 2022.

AiFi. https://aifi.com/. Accessed 16 May 2022.

Andrus, Aden. “What is Conversion Rate? How to Calculate and Improve Your Conversion Rate.” Disruptive Advertising, 15 April 2020. Accessed 09 Feb 2022.

AVA Retail. “Products.” AVA Retail, n.d. Accessed 21 March 2022.

CFI. “Engagement Rate: The level of engagement generated from a created content or a brand campaign” CFI, n.d. Accessed 09 Feb 2022.

Chance. “How To Use FOMO In Social Media Marketing.” Mageplaza, 1 May 2022. Accessed 23 May 2022.

Cottrell, Jason. “How Checkout-Less Technology Could Lead The Retail Revolution.” Forbes, 28 July 2021. Accessed 2 May 2022.

Couche-Tard Corpo. “Annual Reports and Filings.” Couche-Tard Corpo, n.d. Accessed 16 June 2022.

Crunchbase. “Checkout-free Shopping: It’s Bigger Than You Think.” Crunchbase, 21 Sept 2020. Accessed 2 May 2022.

Fisher, Rhys. “How will checkout-free technology affect the future retail experience?” MyCustomer, 15 Nov. 2021. Accessed 2 May 2022.

Grabango. https://grabango.com/. Accessed 5 April, 2022.

LaSalle, LuAnn. “Your voice could become your banking password on your smartphone.” Global News, 26 March 2014. Accessed 16 June 2022.

Manges, Maneesha. “Calculating ROE – Putting a Number Against the Engagement Metric.” Personify, n.d. Accessed 9 Feb. 2022.

McCormick, Bret. “Broncos fans take things into their own hands.” Sports Business Journal, 24 Jan 2022. Accessed 10 May 2022.

NACS. “Circle K Brings Pay-by-Plate to Denmark.” NACS, 17 Jan, 2022. Accessed 16 June 2022.

Nevogt, Dave. “How to Measure and Improve Employee Satisfaction [Survey Included].” Hubstaff, 16 Oct 2020. Accessed 09 Feb 2022.

Salesforce. “How to Calculate Customer Churn Rate and Revenue Churn Rate.” Salesforce, n.d. Accessed 9 Feb. 2022.

Salesforce. “How to Calculate Recurring Revenue” Salesforce, n.d. Accessed 9 Feb. 2022.

Standard AI. https://standard.ai/. Accessed 24 March 2022.

Starbucks Stories. “Starbucks Mobile Order & Pay Now Available to Customers Nationwide.” Starbucks Stories, 22 Sept 2015. Accessed 1 May 2022.

Toast. “The Evolution of the Modern POS System.” Toast, n.d. Accessed 23 May 2022.

Zippin. https://www.getzippin.com/. Accessed 30 March 2022.

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Author

Elizabeth Silva

Contributors

  • Atul Hirpara, CEO, AVA Retail
  • Anonymous Contributor, VP of Business Development, Frictionless Checkout Store Vendor
  • Erin Morris, Partnership Manager, Grabango
  • Frank Beard, Marketing & CX Manager, Standard AI
  • Dennis Branch, Director of Business Development, Zippin
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