Mobile, voice, facial recognition: Contactless options could thrive even post-COVID-19

COVID-19 has accelerated the contactless revolution: 84% of Americans (77% among global consumers) now expect to increase their use of touchless technologies to avoid physical contact for the remainder of the pandemic, with 55% (63% globally) planning to continue doing so afterward, according to a survey by Capgemini. More than two-thirds (69%) of retail executives also expect enthusiasm for contactless options will continue.

“In the last few years things like shop and scan and curbside pickup have popped up, but the numbers vary wildly depending on the retailer,” said Shannon Warner, VP of Retail and Consumer Goods at Capgemini Invent in an interview with Retail TouchPoints. COVID-19 has “dramatically accelerated that shift and moved consumer segments that would have otherwise never adopted some of these contactless experiences. While it forced them to do it, I think many of them are having very good experiences.”

One important segment that has been trying contactless technology is older shoppers. In general these consumers tend to be less tech-savvy, but being at higher risk of contracting COVID-19 forced them to try options they may have avoided before – and also made them more comfortable with their usage going forward.

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