Self-Checkout at a Crossroads: Soaring Theft and Shopper Frustration Force Rethink of Automated Checkout Technology
• Experts say customer behavior will decide future of self-checkout amid backlash
• Theft through self-checkout costing retailers over $112 billion, a major increase
• Staffers reveal safety concerns and confrontations with customers at self-checkout
• Customers vent frustrations over self-checkout being complicated and costly
• Despite complaints, retailers plan to expand self-checkout and improve technology