Retailers are investing heavily in self-order kiosks, self-checkouts, mobile apps and checkout-free shopping. The objective is clear: make shopping faster and more convenient.

But by simplifying the experience for the majority, are we making it more difficult for part of our customer base?

In this new episode of The Retail Influencer by 20/CENT Retail, Vincent Panneels and Elisa Servais explore one of retail's growing challenges: inclusion.

Through real-life examples from H&M, Exki and China, as well as inspiring initiatives from Carrefour, IKEA, LEGO and the Dutch "chat checkouts", they explain why the real challenge is not choosing between technology and human interaction, but offering enough options to meet the diverse needs of customers.

Inclusive design is not only about people with disabilities. It also considers older shoppers, tourists, neurodivergent customers, people experiencing loneliness, visually impaired or dyslexic consumers and, ultimately, anyone who may face barriers during their shopping journey.

Inclusion does not necessarily require major investments. Training employees, offering multiple ways to interact, adapting services or simply rethinking the customer journey can already make a significant difference.

The message is straightforward: technology is a powerful tool, provided it serves every customer.

Key takeaways

• Simplifying the customer journey should never exclude part of your audience.
• Self-order kiosks and self-checkouts should remain an option, not an obligation.
• Inclusion goes far beyond disability and concerns every stage of life.
• Inclusive design starts with empathy and a genuine understanding of customers' needs.
• Technology can improve inclusion when implemented thoughtfully.
• Silent shopping hours, chat checkouts and sensory support kits demonstrate that practical solutions already exist.
• Many improvements are inexpensive: staff training, clearer communication and offering alternative customer journeys can already have a major impact.
• Better inclusion also strengthens customer loyalty and enhances a retailer's brand image.
• The first step is simple: stop avoiding the topic and start educating your teams.

Listen to the full conversation in the latest episode of The Retail Influencer by 20/CENT Retail and discover why inclusion could become one of retail's greatest competitive advantages in the years ahead.

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The beer market is evolving—but probably not in the way you think. Behind Carrefour Belgium's 2% growth lies a profound shift in consumer behaviour. Purchasing power, the rapid rise of alcohol-free beer, the success of "easy drinking" beers, and Generation Z's changing preferences are reshaping the category. In this episode, we explore the key trends transforming the beer aisle and what they reveal about today's consumers.

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The Retail Influencer Monthly Recap is out.

July may be a holiday month, but retail certainly didn't slow down.

In this new episode with Elisa Servais, we look back at the stories that shaped the past month and discuss what they mean for the industry.

Highlights:

· Carrefour Belgium returns to growth after months of transformation and bold initiatives.

· Colruyt Group confirms its stability while adapting the strategy behind Okay Direct autonomous stores.

· Are autonomous stores entering a new phase? Lessons from Portugal and the Benelux.

· Why influencer brands are becoming a serious business, not just a social media trend.

· Louis Delhaize returns to Brussels Airport, while the former Makro site comes back to life with major new openings.

· Rituals embarks on one of the largest retail redesign projects ever: 1,500 stores, 30 countries, just 30 days.

· A preview of what's coming in August, including Agentic AI, retail tours and new podcast guests.

If you want a concise overview of the month's biggest retail stories and the trends worth watching, this episode is for you.

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