solutions Customer Engagement Technology February 2020 Issue 24 also in this issue: Digital Transformation ISE2020 Review Actionable Intelligence What is Queue Management? Are our kiosks super-spreaders? kiosks | digital signage | engagement technology KIOSK ISSN 2398-2845contents KIOSK solutions 3 FOREWORD 5 NEWS 6 EVOLVE OR DIE 12 Digital transformation is the industrial revolution of our age AUTOMATED DEPOSIT 15 Over half of ATMs are to offer automated deposit by 2024. Banks around the world continue to upgrade their self-service estates to meet increasing customer demand for efficient, real- time deposit transactions ISE 2020 18 While the combination of coronavirus and storms united against the show, ISE 2020 still managed to deliver a vibrant exhibition ACTIONABLE INTELLIGENCE 22 Evolution in digital signage now allows retailers to hone in- store customer engagement with more than just visual appeal; potentially reinventing the retail establishment COUGHS AND SNEEZES SPREAD DISEASES 24 The big challenge faced today is the spreading of infection. Contaminated touchpoints may be potentially everywhere, but who cleans the kiosk? MAKE WAY FOR THE MILLENIAL 26 How changing consumer behaviour and soaring costs are forcing fast casual operators to rethink their digital and operations strategies THE IN-STORE TRANSFORMATION 32 Bricks and mortar retail stores need to up their game. Technology could give them a significant boost QUEUE MANAGEMENT 36 Many argue that a queue management system (QMS) is the process of managing a customer's waiting time. But what does that actually mean? 32 12 26 24 contentsKiosk Printing Solutions Star Success Customers around the world include: Premier Inn, Sun International, Coop Switzerland, P&O Ferries, Subway, Eurotunnel to name just a few. As a leading installer of packaged and modular specialist kiosk printing solutions, Star offers a wide range of industry-leading products. With over thirty years’ experience in the kiosk industry and an unrivalled reputation for reliability, Star has a highly experienced Hardware Engineering Team that can provide the technical expertise and flexibility required to develop customised products. This wealth of experience pushes the boundaries in POS and tablet POS printing to bring the most advanced kiosk solutions. With customers worldwide across retail and hospitality, Star’s solutions meet the demands of even the most compact kiosk designs, while offering high performance printing that remains unrivalled today. Star Micronics EMEA Star House, Peregrine Business Park, Gomm Road, High Wycombe, Bucks. HP13 7DL, UK Tel: +44 (0) 1494 471111 • Fax: +44 (0) 1494 473333 • Email: Sales@Star-EMEA.com www.Star-EMEA.comEDITORS NOTES Well this month's issue was always going to be a busy one! What with Integrated Systems Europe in Amsterdam and gaming innovation showcase, ICE London both going on in February, it's been a crazy month to join Kiosk Solutions Magazine as its new editor. And that's without the news of how much the novel Coronavirus has impacted the live events and trade show industry. And all this on the back of dry January! In this edition we cover how the global threat of infection has hit our industry, the potential risks of the kiosk becoming a 'super-spreader' and the disinfection options available. We also look at queue management to ensure we make the best of the waiting time, how the retail store's revenue strategy can capitalise on artificial intelligence and whether digital transformation really is the industrial revolution of our age. In our next issue our industry focus will be on the banking industry, including unattended payment. We will also be covering photo kiosks, specialist printing mediums and kiosk software. If you would like to contribute to the next issue please forward your article or news item to editor.kiosk@abacus-comms.co.uk. We look forward to hearing from you. Enjoy! Laura Vallis Editor foreword KIOSK solutions 5news Pyramid's kiosks are the perfect fit Manufacturer of self-service kiosks, Pyramid Computer announced at NRF 2020 its new North America operation. This new operation is intended to better serve and cater to local US based customers. The company is also showcasing in-store retail applications based on its range of polytouch kiosks. Pyramid polytouch is an interactive self-service kiosk hardware platform for retailers looking to optimise and help drive omni-channel sales opportunities. Customisable and easy to maintain, the slim, elegant and extremely modular polytouch kiosk design offers flexibility for enabling numerous application possibilities, from aisle/ shelf and point of purchase to point of sale and self-checkout. Pyramid’s Smart Fitting Room solution utilises the polytouch interactive mirror which offers customers a shopping experience while transforming regular fitting rooms into smart ones. Beneath the mirror’s flat, semi- transparent surface is an interactive 32" PCAP touchscreen with an integrated PC-Box. The Smart Fitting Room solution is also fitted with an RFID reader that automatically detects the items a customer tries on. RFID tags are attached to price labels which transfer data to the mirror. The 32in touchscreen allows the customer to request another size or colour without having to leave the fitting room. The polytouch self-service gift- card kiosk features an easy to use touchscreen display where customers can select a gift card of their choice from different service vendors and retailers. A range of designs is then presented to choose from, including seasonal options, and a desired cash value amount selected. A personal message can also be added. The personalised gift card is then printed directly at the kiosk. A range of peripherals including 2D or 3D scanners, thermal printers, and payment modules of various makes and models can also be added. For special applications that may involve AI technology, Pyramid can integrate peripherals such as cameras into the display frame to achieve the best results. n KIOSK solutions If you have any news please email Laura Vallis, editor.kiosk@abacus-comms.co.uk KIOSK solutions Abacus Communications Limited 1 Tudor Business Park, Waterhouse Lane, Kingswood, KT20 6EN www.kiosksolutionsmagazine.com Published by: Abacus Communications Publisher: Greg Ward Editor: Laura Vallis Sales: Lloyd Vella ISSN 2398-2837 The views expressed in the articles and technical papers are those of the authors and are not endorsed by the publishers. The author and publisher, and its officers and employees, do not accept any liability for any errors that may have occurred, or for any reliance on their contents. All trademarks and brandnames are respected within our publication. However, the publishers accept no responsibility for any inadvertent misuse that may occur. This publication is protected by copyright © 2020 and accordingly must not be reproduced in any medium. All rights reserved. Would you like to contribute to Kiosk Solutions? Please submit news stories, articles, press releases and industry expert opinions to Laura Vallis editor.kiosk@abacus-comms.co.uk including high resolution (300dpi+ CMYK) images. We publish all news and articles free of charge. This ensures our content is unbiased and relevant to our industry. 6 KIOSK solutionsnews QikServe Acquires Preoday to Build the Hospitality Self-Service Solution of the Future QikServe, the leading enterprise platform for customer self-service in the hospitality industry, has acquired Preoday, the branded mobile application and online ordering technology provider. The merger will see the businesses collaborate to build the hospitality management platform of the future - bringing together loyalty, delivery, payment and EPoS integrations, to provide operators and partners with the technology to power multi-channel, seamless experiences for customers. Founded in 2011, QikServe provides operators with an enterprise content management and third-party integration platform for in-store digital order and payment solutions, customisable for use with kiosks, tablets, web and mobile apps. Its core solutions span ‘Mobile Pay at Table’, ‘Order and Pay at Table’ and ‘Kiosk Self- Service’. The business operates across the UK, US and Europe, with clients including Merlin Entertainments, Shake Shack and HMSHost, a subsidiary of hospitality giant Autogrill and global provider of food and beverage concessions, such as Burger King in travel hubs. Daniel Rodgers, Founder & President, QikServe, commented: “We will bring together two world- class digital self-service platforms, which empower operators and allow customers to order and pay at their convenience, whether in-restaurant, on the move or at home. We recognised that our businesses are stronger together, with huge synergy between products and solutions. Our winning formula is testament to the two fantastic teams who have delivered value and success for our clients. Speaking with our international base of customers, we know a consolidation of technology suppliers is a must for the future. Our merger will allow us to accelerate and extend our services across hospitality to serve more sectors in more countries, whilst providing operators with much-needed simplification. Ultimately, we aim to be the digital self-service provider at the centre of the hospitality eco-system.” Nick Hucker, CEO, Preoday, commented: “Since 2012, we have been working with leading global venues, contract caterers, restaurants and industry partners. We now operate in 15 countries, across 600 locations. This is led by a strong and highly skilled leadership team to deliver on our mission to help hospitality operators drive revenue, transform the customer experience, improve efficiencies and save costs. The business has achieved this through a branded digital ordering platform, which empowers operators and partners to own the customer journey through their own valuable data for greater personalisation. We are therefore delighted to enter this new chapter with QikServe, which will see our combined services continue to deliver on this promise, whilst offering customers the ultimate in speed and convenience in this experience driven age.” n Star Micronics Launches SteadyLAN POS printer manufacturer Star Micronics announces the launch of SteadyLAN, a POS connectivity solution that provides the stability of a cabled LAN connection for iPad POS systems via the standard Apple Lightning cable to ensure continuous network access. Star’s SteadyLAN solution offers reliable connectivity with iOS devices and is ideal for locations where WiFi connectivity is not possible or unreliable. It provides direct cabled control of the printer and attached peripherals as well as Ethernet provision to the iPad from the printer's Ethernet port. By connecting the iPad to the Star mC-Print printer (mCP21LB, mCP31L or mCP31LB) via the standard Apple Lightning cable, or USB-C for iPad Pro, and connecting the printer to the Internet via a wired LAN connection the iPad is able to connect to the Internet without WiFi communication. Furthermore, the iPad can communicate with the printer via the Lightning cable and the printer will also charge the iPad. The mC-Print series features 58mm and 80mm print width models. With the functionality of up to five hardware and software interfaces including Cloud technologies able to control select USB connected peripherals from wired or wireless devices, the mC-Print series responds to the demands of a multichannel environment. Offering Star CloudPRNT technology for remote PC-free printing of receipts and tickets directly from a web server to Star mC-Print2 or mC-Print3 printers located anywhere in the world, this low cost and versatile Cloud printing solution is ideal for applications across retail and hospitality. This includes Click & Collect in-store orders, event ticketing and online food ordering, etc. Simon Martin, Director & General Manager, Star Micronics EMEA said: “SteadyLAN is yet another game changer from Star and demonstrates our continuing commitment to developing unique solutions that provide retailers with the very latest technology. This solution effectively overcomes the problem of intermittent WiFi communication to provide retailers and hospitality operators with reliable connectivity for iPad POS systems.” n KIOSK solutions 7news ONELAN merge with Tripleplay Having recently merged with Tripleplay, ONELAN, a Uniguest company, showcased its Reserva Edge room booking solution and demonstrated its new Reserva Analytics at ISE2020. Designed for three verticals; the corporate office environment, the higher education and university platform and the hospitality market, Reserva Edge enables the user to identify and book available meeting spaces through their own software which integrates seamlessly with the ONELAN platform. Simon Carp, Head of Product Management said: “We designed the product to be both aesthetically pleasing to the eye and ergonomically usable. It’s the key differentiation from other products on the market. We have angled the touchscreen so it is easier to use, ensured that it looks good that industrial architects would want to integrate it into their design and have optimised it for the task it is intended for.” Regarding the merger with Tripleplay, Stephanie Scott, Head of Marketing said: “With Tripleplay also promoting the Reserva, we feel very much as one organisation coming together. "Although it’s early days since the merger, we do feel we’re uniting two businesses, with combined skills and experience working together.” n From A-Board to Rod Technology From an indoor battery powered digital A-board to curved and ultra-wide stretched displays, Allsee Technologies previewed a number of new products at ISE 2020. Pleased by the reception of the company’s indoor version, Allsee presented their new outdoor digital android battery A-board. The IP65 rated A-board features an integrated lithium-polymer battery, supports 12 hours running time and is configured with a high brightness IPS panel. The digital signage manufacturer also launched their new 15” rod powered window displays at the exhibition in Amsterdam. These displays use low voltage technology, similar to traditional rod powered static light pockets often found in estate agent window displays, to supply power to the screens. They also feature a high brightness 1,000cd per sqm panel so they can be read in direct sunlight. The built-in Android media player can be updated via USB, by using their online CMS or third party software. Content can be synchronised across multiple screens in the same window display allowing for different imagery to be played and transitioned in unison or as a single large image or video. The displays also have a LED illuminated bevelled edge complementing traditional static light pockets. No mains cable is required to power these displays as they are powered via the rods on which they are mounted. The 15” Digital Rod Displays are available immediately. Having recently announced the opening of new UK and EU headquarters the company is going through a period of rapid growth. Dr Baoli Zhao, managing director and founder at Allsee Technologies said, “Our current expansion is not exclusively focused on the UK market but also overseas and especially in Europe. In addition to our new UK and EU offices we are also currently setting up another team in India so we can expand into the Indian market as well. All of these achievements are down to all our loyal partners, our suppliers and our dedicated team and their family members.” The company’s new UK offices, warehouse and showroom facility were officially opened in August 2019 by Her Majesty The Queen’s Lord-Lieutenant of the West Midlands, John Crabtree OBE, and High Sheriff of the West Midlands, Mr Michael Kuo. The 20,000 square foot purpose-built facility also allows for continued growth of their UK based R&D, sales, marketing, support and logistics teams. The new EU offices in Oostende, Belgium serves as a central hub for the company’s European customers. As well as providing local support to their EU partners this office also features showrooms and meeting rooms. n 8 KIOSK solutionsnews A sensational new attraction on the 125th floor of Dubai’s iconic Burj Khalifa Cambridge was unveiled at the end of January. BrightSign, LLC, a global market leader in digital signage media players and Dubai- based system integrator DigiComm, together with digital media partner LG have developed the concept of an interactive, realistic simulation of a glass floor that appears to crack when stepped on. At 160 stories and over 828m tall, the skyscraper has been wowing visitors for almost ten years and a trip to the top is not for the faint-hearted. As well as breathtaking views from the world's highest outdoor observation deck and a high-speed cruise in the furthest-travelling elevator on the planet, thrill seekers can experience scaling the outside of the structure and parachuting off the top thanks to an immersive virtual reality simulation. It was in this context that the tower's owners Emaar Properties looked to create a sensational new attraction on the 125th floor of the building known as 'At the Top', which receives approximately 10,000 visitors a day. Together with digital media partner LG, they developed the concept of an interactive, realistic simulation of a glass floor above the city that seemingly begins to break when pressure is applied. "They wanted something really spectacular and very entertaining," explains Abdul Bakhrani, CEO of Dubai-based digital media studio and systems integrator DigiComm, which created the content, media and special effects for the attraction as well as for other installations within the building including the VR experience. With seven world records to its name, not least being the world's tallest building. Eighteen LG 55-inch OLED 8k resolution screens made of extremely durable glass make up the floor, powered by two BrightSign XT1144 expanded I/O players. The screens display a highly realistic visual animation of the city 456m below, which changes according to the time of day and season, scheduled and controlled by the BrightSign players. 15 Nexmosphere XDW-M44 sensors are used in the installation. On one side there are seven Nexmosphere sensors connected to the RS232 XM-350 Xperience Controller and on the other side there are eight sensors connected. These Xperience Controllers then link up to the BrightSign XT1144 media players. When a visitor trips a sensor, a virtual crack starts forming on the skywalk floor and escalates. As they keep walking, the glass seemingly cracks beneath them. The high-resolution CGI graphics combined with synchronised audio results in a thrilling sensation of glass cracking beneath the visitor’s feet, 125 floors above ground. According to Bakhrani, using OLED screens in this way was new, and deploying motion sensors with thousands of people was a challenge. "It took a bit of trial and error to get the configuration right. We didn't know how it would work with such large visitor numbers. It took two weeks of fine- tuning once live to perfect it." "The glass floor has really added a new dimension to the At the Top experience for the visitors," adds Bakhrani. "There are a number of high-tech attractions that together make a visit to Burj Khalifa truly unforgettable. This is a world-class venue, so it's essential that everything that’s done adds to the exhilaration of being there, and it’s certainly been achieved with the glass floor." n BrightSign's skywalk experience KIOSK solutions 9Next >