Great When It Works…

When it comes to technology, it is the experience that consumers and employees remember. The tech-induced bane of my life these days is the self-checkout machines installed at my local grocery store—replacing all checkout staff with one lone “helper.” (And I don’t even want to get into my recent experiences with the fully automated—with no employees—stores that have been popping up in airports.) 

In theory, the technology is great—consumers should be able to speed through checkout faster with a few swipes. The reality is far different. A quarter of the items don’t . . .