RTS 2026: Moving Beyond Efficiency to the Richer Checkout Experience

At the Retail Technology Show, the conversation around the point of sale shifted from simple speed to the total quality of the interaction. Simon Fairbairn, Head of Solutions Engineering (EMEA) at Ingenico, joined the discussion to explain how the company is reimagining the checkout process to be more than just a necessary hurdle for consumers. Fairbairn highlighted that while the past decade was defined by efficiency and getting people through the queue as quickly as possible, the current focus is on creating a richer, more personal, and interactive experience.

To simplify the checkout while expanding choice, Ingenico has introduced a new range of terminals designed to provide a “trust handshake” through enhanced sensory feedback. These devices feature secondary screens so customers can track their own transactions, haptic feedback, and a “halo” of light that turns green for successful payments or red for errors. This interactivity allows the terminal to deliver added value directly at the point of sale, such as offering “pay later” options, supporting alternative payment methods, and managing loyalty programs that can recognize returning customers and apply discounts instantly.

The next major shift identified by Fairbairn is the embedding of AI into both cloud solutions and the terminals themselves to solve real-world problems. One innovative use case involves using the terminal’s camera to monitor the customer’s surroundings and provide warnings if someone is “shoulder surfing” or leaning in too close to view private details. By capitalizing on the immense processing power and cloud services behind these devices, Ingenico is helping retailers move toward a future where the checkout is not just frictionless and fast, but a secure and pleasurable experience that brings more value to both the merchant and the shopper.

Key Highlights from Simon Fairbairn:

• The Experience-First Model: Fairbairn discusses why the focus in payments is shifting from pure efficiency to creating a richer, more interactive customer experience.

• Sensory Feedback and Trust: How the use of haptics, secondary screens, and color-coded lighting creates a better “trust handshake” during the transaction.

• Added Value at the Point of Sale: A look at how terminals are becoming hubs for loyalty programs, alternative payment methods, and flexible financing options like “pay later”.

• AI-Powered Security: Insights into how embedded AI can use terminal cameras to protect customer privacy and warn against potential threats during the payment process.