From Here Comes the Full Amazonification of Whole Foods, by Cecelia Kang (@CeceliaKang) in The New York Times:
…In less than a minute, I scanned both hands on a kiosk and linked them to my Amazon account. Then I hovered my right palm over the turnstile reader to enter the nation’s most technologically sophisticated grocery store…
Amazon designed my local grocer to be almost completely run by tracking and robotic tools for the first time.
The technology, known as Just Walk Out, consists of hundreds of cameras with a god’s-eye view of customers. Sensors are placed under each apple, carton of oatmeal and boule of multigrain bread. Behind the scenes, deep-learning software analyzes the shopping activity to detect patterns and increase the accuracy of its charges.
The technology is comparable to what’s in driverless cars. It identifies when we lift a product from a shelf, freezer or produce bin; automatically itemizes the goods; and charges us when we leave the store. Anyone with an Amazon account, not just Prime members, can shop this way and skip a cash register since the bill shows up in our Amazon account.
And this is just Amazon. Soon it will be every major vendor of everything, most likely with Amazon as the alpha sphincter among all the chokepoints controlled by robotic intermediaries between first sources and final customers—with all of them customizing your choices, your prices, and whatever else it takes to engineer demand in the marketplace—algorithmically, robotically, and most of all, personally.
Some of us will like it, because it’ll be smooth, easy and relatively cheap. It will also subordinate us utterly to machines. Or perhaps udderly, because we will be calves raised to suckle on the teats of retail’s robot cows.
This system can’t be fixed from within. Nor can it be fixed by regulation, though some of that might help. It can only be obsolesced by customers who bring more to the market’s table than cash, credit, appetites and acquiescence to systematic training.
What more?
Start with information. What do we actually want (including, crucially, to not be bothered by hype or manipulated by surveillance systems)?
Add intelligence. What do we know about products, markets, needs, and how things actually work than roboticized systems can begin to guess at?
Then add values, such as freedom, choice, agency, care for others, and the ability to collectivize in constructive and helpful ways on our own.
Then add tech. But this has to be our tech: customertech that we bring to market as independent, sovereign and capable human beings. Not just as “users” of others’ systems, or consumers (which Jerry Michalski calls “gullets with wallets and eyeballs”) of whatever producers want to feed us.
Time for solutions. Here is a list of fourteen market problems that can only be solved from the customers’ side.
And yes, we do need help from the sellers’ side. But not with promises to make their systems more “customer centric.” (We’ve been flagging that as a fail since 2008.) We need CRM that welcomes VRM. B2C that welcomes Me2B.
And money. Our startups and nonprofits have done an amazing job of keeping the VRM and Me2B embers burning. But they could do a lot more with some gas on those things.