Today our physical world has become more of a digital-ecosystem with digital technologies like facial recognition, driverless cars, gesture-based computing, voice-controlled homes, and personalized digital spaces. The product and service industry is poised to take full advantage of the sci-fi aspect of digital technologies. Self-service kiosks are the ultimate entry point to embark on a journey towards self-serve digital transformation. Today customers want a personalized service which is quick, efficient, convenient and promises 24*7 availability. The self-service digital kiosks offer a level of personalization and customization like never before.

Kiosks: Key to the Digital Customer Journey

We have entered an era where customers prefer to self-serve first and only resort to direct interaction with a contact center agent if they can’t resolve an issue on their own. Also, for businesses, self-service kiosk are the most prominent and cost-effective method to obtain digitally-derived customer data. With digital engagement, the payment kiosk put customers in the driver’s seat and allow maximizing ‘return on investment’ for businesses. The digital kiosks ensure agility in a very fast-changing tech world and secure a seamless customer experience across the varied spectrum of customer service.

How Self-service Kiosks are creating the new Digital Customer Journey?

Interacting digitally with your customers and targeting your potential customers digitally is crucial in the competitive product and service market. The digital kiosk market is expected to grow to $32.8 billion in 2023, from $19.6 billion in 2016. In the digital era, customers are looking forward to technology trends that bring together physical and digital experiences. The customers need self-service kiosk solutions that combine entertainment with utility, engage consumers and make traditional friction points friction less. Thus, incorporating a digital ecosystem to actually make self-service an ‘experience’ is necessary to enhance customer value. But how self-service kiosks create a new digital customer journey?

Self-service interactive kiosks create a uniform omnichannel customer experience: 

To retain customers and expand the customer base, it’s essential to create a seamless experience across every service/ product channel operated by any business. Self-service kiosks act as an interactive easy-to-navigate tool that lets customers self-serve themselves. The digital kiosks create a uniform omnichannel customer experience by:

1. Reacting to customers’ needs,
2. Providing answers to any product/ company related questions customers may have,
3. Providing methods to contact the customer service team that are most convenient to the customers,
4. Providing quick and efficient performance throughout the customer’s journey.

Digital kiosks allow businesses to provide personalized customer experience: 

The self-service kiosk is the ultimate customer need analyzing machine. Cognizant in its report on digital customer experience found that 60% of the respondents say that analysis of digitally-derived customer data is key to their company’s innovation efforts. The study also found that with growing digitalization, collecting and analyzing customer metadata will become more important than collecting and analyzing customer transaction data.

The self-service kiosks help businesses evaluate a holistic view of who their customers are, their history and the outcomes of any previous interactions with the company. The digital kiosk solutions empower the business with a detailed consumer data analysis, thus, personalizing the customer experience in ways never thought before.

Self-service kiosks enable real-time decision-making capabilities: 

The function of self-service kiosks has gone way beyond the traditional Self-Service bill-payment Kiosks or Self-Service Financial Services Kiosks, they represent more important values to both the customer and business. Providing real-time analytics and routing capabilities to kiosks is crucial in order to meet the expectations of the customer. The self-service kiosk solutions can analyze the customer’s history and their specific inquiry within seconds. Once the kiosk has analyzed the customer’s need, it can automatically connect him/her with the team member best suited to handle their individual needs.

Conclusion: Transition to the new Digital Customer Journey

As the businesses and organizations make the transition to the new digital customer journey, self-service kiosks occupy a central position in the entire spectrum. As technological innovations and disruptions are getting faster and more impactful all the time, self-service kiosks would be the key separating digital leaders from laggards. Innovative self-service kiosk makers like  provide the digital kiosk tools to handle both the multitude of new interaction channels and consumers’ changing expectations.