By Ana Valeria Calvo Castro*
In an environment where convenience is currency and time has become the most valuable resource for the consumer, the Mexican retail is facing an inevitable transformation. However, far from disappearing in the face of ecommerce growth, the physical store has found new forms of relevance against a consumer seeking immediacy, significant experiences and efficiency in each interaction. Today, more than ever, the physical store becomes a strategic space to connect, learn from the client and differentiate.
According to Euromonitor data (2024), most Mexican consumers continue to prefer to buy in physical store for the speed with which they get their products. In addition, a significant percentage is willing to pay more in exchange for saving time. This behavior puts on the table a clear need, design solutions that simplify the purchase experience and reinforce preference for the physical channel.
In this context of accelerated change and new consumer expectations, autophagous technologies emerge as one of the most relevant responses of the physical retail to expedite the purchase experience and return to the customer the control of their time. Autophagus, understood as the set of technological solutions that allow the customer to scan, pay and finish their purchase without the direct intervention of a cashier, has begun to consolidate as a strategic tool to improve operational efficiency, reduce waiting times and provide a more autonomous experience. But its implementation cannot only be seen as a functional improvement, it is part of a deeper redesign of the point of sale, where fluidity, clarity and trust are non -negotiable elements.
In Mexico, there are already concrete advances. Various chains have incorporated autophagous boxes into supermarkets and convenience stores, allowing users to scan their products and pay on their own. However, experience has revealed some challenges. Consumers who abandon the use of the difficulty of scanning certain articles, the lack of assistance, or the feeling of doing the work that the store previously did. In these cases, the breakdown is not technology itself, but the way it is integrated into the purchase process. The question is inevitable, are we really facilitating customer life, or simply transferring more tasks?
The true potential of the autopagogue lies in its ability to integrate without invading. RFID -based solutions, intelligent scales or visual artificial intelligence, such as those implemented in some global chains, eliminate friction points and improve customer experience without compromising their comfort. But even the best technology loses value if it is not accompanied by a user -centered design, clear communication and human presence when needed. And that is where the real challenge emerges, it is not enough to automate processes, you have to humanize them.
In this process of implementation of the autopagogue, it is not just about replacing the cashier, but about transforming its role, of an executor of repetitive tasks to facilitator of experiences. In order for autophagus to generate true value, it must be anchored in principles that prioritize customer experience. This implies automating with empathy, balancing technology with support systems that generate confidence, designing inclusive experiences that consider different levels of digital familiarity, clearly communicate the benefits of the system, and measure continuously through key client experience indicators, which allow detecting real -time improvement areas.
Autophagus is not a magical solution for all the operational challenges of the retail, but well designed and implemented, it can become a powerful tool to offer more agile, autonomous and reliable experiences. Its true potential does not reside only in processes automation, but in the ability to put the client to the center of the experience. To achieve this, as in any digital transformation, we must remember that the axis is not the technology, it is the client. And the success of the autophagus will depend on it feeling comfortable, safe and valued in each step of the process.
About the author:
*Ana Valeria Calvo Castro is a research professor at the Detail Center of the Business School of Technological of Monterrey, Campus Sinaloa.
The opinions expressed are only the responsibility of their authors and are completely independent of the position and the editorial line of Forbes Mexico.
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