Five years ago, Chicago was in lockdown, and we were a couple months into the COVID-19 pandemic and the “new normal.” As someone who had always worked from a home office, my day-to-day routine remained largely unchanged — but my husband was suiting up in layers of personal protective equipment to report to his job in the medical field.
At the same time, the c-store industry was hitting fast-forward on major tech initiatives, rolling out mobile apps, delivery services, contactless payment and more — almost overnight. For many brands, it was a crash course in digital transformation.
Since then, the pace of technological evolution has only accelerated, and with the rise of artificial intelligence (AI), it’s poised to make another leap into hyperdrive.
This month’s cover story, “The Next Era of C-Store Tech,” explores how retailers are shifting from siloed tools to integrated solutions that enable system interoperability. They’re embracing AI-driven technologies and harnessing the power of data to enhance the customer experience, streamline manual tasks, empower employees and deliver greater personalization. From retail media to mobile loyalty programs that offer more personalization than ever before to self-checkout kiosks and improved automation, c-stores are embracing tech across many fronts.
Awarding Innovation
In this month’s Tech Innovation Awards, we see that AI solutions aren’t just the domain of large c-store chains. Thirty-five-store Cubby’s is standing out for its use of AI as a small chain and its focus on tech-driven solutions in general. Meanwhile, Casey’s, with 2,900 locations, demonstrates how AI chatbots can bring personality and fun to the customer experience while highlighting and educating on key offerings.
“We partnered with our creative agency to leverage the latest in technology to create Darn-ell, an AI chatbot that served up personalized, playful roasts and coffee recommendations to help guests have some fun and learn about our new Darn Good Coffee lineup,” Katie Petru, director of communications and community, Casey’s, shared with CStore Decisions.
Time to Act
What’s certain is that c-store chains of all sizes need to be paying attention to the latest tech trends or risk getting left in the dust.
AI stands out as the most transformative opportunity. In some cases, your supplier partners may already be adding AI-based solutions to the products and programs you are already employing. But savvy retailers are also taking matters into their own hands. Experts agree that the key is to identify a problem you need to solve and then figure out how AI can help you solve it.
What retailers must understand is AI is no longer some futuristic concept. It’s here and already reshaping customer expectations and the operational efficiency of your competitors. From streamlining inventory and optimizing pricing to enhancing personalization and customer engagement, AI is driving smarter, faster decisions across the board.
Traditionally, convenience stores have been cautious adopters of new trends and technologies, often opting to observe how innovations play out in other industries before jumping in. But that mindset has shifted dramatically since 2020. Today, many c-store chains are emerging as early adopters of AI, leading the charge in transforming operations and customer experiences. C-store retailers should be asking themselves, “How is my chain preparing to keep pace with this next era in tech?”
