Prime Highlights
- Waitrose is investing £50 million in new technologiesacross its stores as part of a wider £1 billion modernisation programme.
- The Newbury branch will serve as an innovation hub, testing AI-powered tools and new digital systems to enhance the customer experience.
Key Facts
- The retailer will introduce AI-driven apps, shelf-edge cameras, and electronic shelf labelsacross selected stores to improve efficiency and accuracy.
- The 27,000 sq ft Newbury storewill debut the “Home of Food Lovers” concept, featuring a five-metre cheese island, expanded bakery, and “Meal Maker” service counters.
Background
Waitrose will invest £50 million in technology across its stores, making it the supermarket’s biggest tech investment ever. The initiative is part of a broader £1 billion programme aimed at upgrading its 317 stores and opening new locations.
The retailer will trial several new technologies at its Newbury branch, which will serve as a testing hub for innovation. Employees there will use a new AI-powered app that allows them to check stock levels and answer customer queries using text or voice commands. The platform instantly shows product availability, location, nutrition facts, and recipe ideas.
Along with the app, seven stores, including Newbury, will test shelf-edge cameras to help staff quickly spot empty shelves. Waitrose also plans to install electronic shelf labels across all outlets, reducing the need for manual price updates. Most shops will adopt cash automation systems to improve accuracy in handling payments.
The Newbury store will be the first to introduce the new ‘Home of Food Lovers’ concept. Spanning 27,000 sq ft, the outlet will include a five-metre “cheese island” showcasing nearly 100 specialty cheeses, an expanded bakery, and revamped counters offering “Meal Maker” services, where butchers and fishmongers prepare cuts with complimentary rubs and marinades.
Waitrose said its Newbury employees have received additional training and industry-recognised qualifications to enhance customer interaction.
“We’re deliberately investing in the joy of food and the expertise of our people,” said Tina Mitchell, interim managing director of Waitrose. “Our biggest-ever tech investment ensures a smoother, more engaging shopping experience, powered by innovation and our partners’ passion for great food.”