The retail industry has undergone a revolution as a result of eCommerce. This transformation has negatively impacted physical stores that have tried to compete with online retailers. However, according to Juniper Research, retail spending at friction-less payment stores will increase drastically by 2023. Juniper expects checkout software apps to act as gateways to customer service technologies. The research found customer service technological capabilities as a key area for in-store innovation. According to Juniper, chatbots and in-store robots will support this in 2023.
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