Episode Overview

Theme:
This "Fast Five Shorts" episode of Omni Talk Retail focuses on Waitrose’s recent pilot of AI-powered smart trolleys (shopping carts) in the UK, marking the first use of such technology by a UK supermarket. Chris Walton and Anne Mezzenga analyze the implications, discuss customer adoption challenges, compare platforms, and question the value and future of such pilots.

Key Discussion Points & Insights

1. Waitrose’s AI Smart Cart Experiment (00:00–01:24)

• Waitrose is trialing AI-powered smart trolleys in Bracknell, UK, using technology from Shopic.
• These devices mount onto standard carts, are picked up after scanning a loyalty card, and require customers to scan each item’s barcode. Built-in cameras verify items and payments occur on the device.
• Customers get real-time cost displays and bypass traditional checkouts.

Quote:
"The small scale trial at the upmarket chain store in the Berkshire town of Brecknell... is believed to be the first time a UK supermarket has used so-called smart carts." — [A, 00:08]

2. Skepticism Toward Smart Carts (01:24–02:57)

• Chris expresses increased skepticism: Smart carts are expensive both in infrastructure and adoption cost.
• The two common use cases:
  • Enabling retail media (ads, promotions) during shopping.
  • Allowing real-time purchase tracking and budgeting.
• Current systems already enable these benefits without complex, high-maintenance carts.
• Significant acclimation required for customers and staff.
• Suggests resources are better used helping store employees with proven tech, not obliging them to train customers on experimental devices.

Quote:
"I still wouldn't touch a smart cart with a 10 foot pole... it's an awfully big bet and big spend and a customer hurdle for something that may not even have that big of a payoff at the end of the day." — [Chris, 01:38]

3. Friction vs. Efficiency, and Alternatives (02:57–03:55)

• Anne appreciates the more cost-effective approach of add-on devices vs. fully smart carts (like Caper carts).
• Both hosts agree: customer friction is still too high, and alternatives (such as simple scan-and-go via smartphone apps) offer similar benefits with less complexity.
• Anne advocates for retailers to test scan-and-go via their own apps, leveraging what customers already use for loyalty cards.

Quote:
"It seems like it'd be simpler without having to get the cart involved." — [Anne, 03:40]

4. Retail Media Value and Ecosystem Integration (03:55–04:44)

• Anne questions how standalone cart systems can deliver value from retail media or connect to broader store ecosystems (compared to offerings from larger platforms like Instacart).
• Predicts Waitrose’s pilot will be short-lived due to execution challenges and insufficient integration.
• Describes the concept as good in theory, but flawed in practical application.

Quote:
"I still think it's too difficult and there's going to be too many moving pieces here for Waitrose to really see the value... So, I think this is going to be a short lived pilot... but a good idea in theory." — [Anne, 04:20]

5. First-Mover Disadvantage and Real Value (04:44–05:44)

• Chris questions why any retailer would want to be the "first in the water," noting better-proven investments exist.
• References grocery chain Schnucks: their value in robots far outweighs any smart cart pilot (which is nice-to-have, but not essential).
• Anne agrees, noting that good smart cart deployments are those that tie into overall store intelligence and operational improvement—not just checkout speed.
• Interest in following up at Groceryshop conference to hear directly from tech providers.

Quotes:
"There are so many more useful solutions that should be invested in, you know, over this and I don't understand why anyone would be first on this." — [Chris, 05:09]
"Schnooks is using the Cape cart, which again is like, there's other value to that. It's playing into the intelligence—the store intelligence—not just an independent unit..." — [Anne, 05:19]

Notable Quotes & Memorable Moments

• "I still wouldn't touch a smart cart with a 10 foot pole..." — Chris [01:38]
• "It seems like it'd be simpler without having to get the cart involved." — Anne [03:40]
• "I think this is going to be a short lived pilot for Waitrose... but a good idea in theory." — Anne [04:20]
• "There are so many more useful solutions that should be invested in... over this..." — Chris [05:09]

Conclusion

Chris and Anne question the practicality and strategic value of Waitrose’s smart cart pilot. While admiring the intent to innovate, they caution against investing in complex, unproven customer-facing technology that demands a learning curve and significant spend. They advocate for focusing on solutions that tangibly help store employees and tie into the retailer’s broader technology ecosystem. Both suggest that unless the smart cart experience is seamless and deeply integrated, its future in mainstream retail remains uncertain.