Waitrose has announced it will invest a record £50 million in technology across its store estate.
The move will include the trial of an AI-powered app on a handheld device which will allow its employees to check stock and answer customer queries.
The technology rollout is part of a wider £1 billion investment to enhance its existing 317 shops and open new ones.
This includes the opening of a new shop in Newbury which will act as a testing ground for new technology and retail concepts.
Employees at the Newbury store will be the first to trial the app, which Waitrose said will give them up-to-date product information.
Responding to either text or voice requests, the platform gives employees answers on product availability and location, nutrition and sustainability, as well as cooking and recipe recommendations.
Newbury, along with six other stores, will also test shelf-edge cameras to help workers spot stock gaps faster.
Following the investment, Waitrose said all stores will have electronic shelf labels which will free up employees from having to insert printed labels.
Most shops will also have cash automation technology to count and track cash payments.
Additionally, Waitrose has chosen the Newbury store to be the first ‘Home of Food Lovers’ concept store.
The 27,000 sq ft store will trial new features including a five metre “cheese island”, which will feature a curated selection of nearly 100 speciality cheese.
The store will also have expanded and modernised counters featuring a new “Meal Maker” service, where fishmongers and butchers prepare cuts with free rubs and marinades.
An expanded in-store bakery will feature an exclusive new partnership with premium brand Ole & Steen, which Waitrose said will be rolled out to 35 stores.
Waitrose said employees at the store have also completed additional training and gained qualifications from organisations including the Wine & Spirit Education Trust, Guild of Fine Food and specialist suppliers.
“We’re deliberately investing in the joy of food – in expert cheesemongers, butchers, and fishmongers, as well as our cafés and bakeries – a strategic choice that champions the in-store experience for our customers,” said Tina Mitchell, interim managing director for Waitrose. “This vision is backed by our largest-ever tech investment, using AI and new systems to ensure a seamless customer experience, one that has our Partners and their passion for food right at its heart.”
