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Over 20 years ago, our firm pioneered in-store interactive screens for a major technology retailer using jester motion technology and a rear-projected large screen TV. The project was a failure because most people did not know how to use the technology or, more importantly, understand its key benefits. Although much has changed since then with the growing number and variety of interactive kiosks appearing in retail stores today, the challenge of ensuring that kiosks drive effective customer engagement has remained unchanged.
With the increasing cost of labour, the growth of choice, and the new multi-channel-shopping consumer mindset, the need for leveraging online and interactive technology continues to mount and many retailers are exploring its uses and benefits. To avoid any pitfalls when launching an interactive kiosk with heavy investments in IT infrastructure and technology, the following tips should be considered.