Convenience store retailers of all shapes and sizes are well aware of the role technology plays in day-to-day operations in 2025. Being able to harness the power of technology, however, is a different story.
CStore Decisions Senior Editor Emmy Boes recently moderated an exclusive webinar to see how some of the industry’s top players are embracing the trend. Panelists included Jon Tribble, director of IT retail service, Kwik Trip Inc.; Amanda Yaw, marketing director, Green Valley Grocery; and Matt Riezman, partner, NexChapter.
Riezman began the discussion by noting that since the COVID pandemic, he has seen an increased focus on the customer experience. Now, retailers are shifting their efforts towards the employee experience and company culture to ultimately support the customer.
“Employees are the biggest influence on customer experience, even more so than things like flashy apps and whatnot,” he said. “So that’s one of the big trends that I’ve seen lately, and it’s bringing some really cool solutions to the store.”
Yaw shared a similar philosophy, noting that the customer experience is typically delivered via store-level employees.
“In our eyes, the customer is always right. In order to (leverage that), you really have to empower your employee,” said Yaw. “And how do you empower your employees? You give them good incentives, education and obviously you give them a great place to work.”
She continued to say that an efficient strategy is essential when it comes to training employees, and technology can surely help in that regard.
Tribble mentioned that he is seeing retailers expanding media, both in the forecourt and in-stores. Additionally, he is noticing technology being used more in the back office when it comes to task optimization and delegation, kitchen production planning and POS innovation.
“I would actually say that whether it’s POS, handheld devices, etc. — how can you take these devices and the assets that you’ve already invested capital in and do more with them for the historical co-workers?”
The panelists dove into several more topics, from promotional testing and potential costs to AI, supply chain concerns and more.
Click here to view the full webinar.
