How should retailers balance personal versus impersonal experiences?
In many c-stores today, the customer must order what they want at a kiosk, as if any dialogue between the employee and customer was not allowed. Some love it because they were confident they’d get exactly what they want. Yet some find it to be an inconvenience and impersonal not to be able to speak to a human being. Do you see a bifurcation of shoppers into those looking for personal versus others looking for impersonal experiences?