Automated Retail & Kiosk Innovation Show

How can vendors and operators work together successfully?

Vendors and operators need to rethink their relationship to be successful with automated retail.

Photo: Adobe Stock

October 26, 2026 by Bradley Cooper — Editor, Connect Media

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In the world of automated retail and kiosks, there can often be confusion on the role of operators and vendors. Vendors supply the kiosk or solution, but who handles the day to day operations? What about revenue, support and performance checks?

This can grow even more complicated when considering regulation such as ADA compliance and cash acceptance. For example, kiosk operators not accepting cash in a major city like New York City would be considered noncompliant. For advanced ATMs or ITMs, this question of regulations is especially crucial, as well as security measures. How can a financial institution, retailer, or other company find a vendor that will actually work with them through these issues?

It's automation right?

With integration of AI, this question can become even more muddied. How much power does AI really give operators? For example, shouldn't AI handle any performance issues and develop customized solutions without the need of extensive vendor involvement?

After all, modern kiosks can integrate with multiple data systems, such as patient record systems in healthcare, or by offering personalized recommendations at restaurant kiosks, or offering virtual tours of public spaces. But for all of this to work, vendors need to be more involved with the operator.

When asked what the biggest misconception was surrounding operators vs vendors in automated retail, Justin Honeysuckle, CEO and co-founder of Tended Bar, pointed to a simple deploy and drop model.

"I think one of the biggest misconceptions is that a vendor's job ends when the equipment is delivered and an operator's job begins when it's installed. That's just not how successful automation works," Honeysuckle said in an email interview. "You can have the most innovative equipment in the world, but if it doesn't work within the realities of the operation, it doesn't matter. Vendors need to understand what operators deal with every day, and operators need to be involved in how these solutions are developed and deployed."

It's about relationships

Despite the rise of AI, a crucial underrated role at play is the relationship between vendor and operator.

"The most successful relationships happen when both sides are working toward the same outcome rather than simply selling or buying equipment," Honeysuckle said.

He further added that this requires a mindset shift from simply "selling automation and actually building a scalable business around it."

One practical example of this would be in the ATM space having a dedicated vendor that monitors the ATM's security systems and has a dedicated 24/7 support team that can handle incidents and works alongside credit unions and banks that may not have the resources to have a dedicated group to handle security.

An opportunity to build relationships between operators and vendors

For Honeysuckle, one way to build that relationship is through conversation. That's why he will be attending the Automated Retail & Kiosk Innovation Summit, held in Miami Beach, Florida, Dec. 14 -16, to talk with operators and host a panel to discuss the operator/vendor relationship in more detail.

Honeysuckle will join Or'el Anbard, head of new partnerships and strategy at Otter, Jeremy Cauble, director of strategic innovation at Canteen North America and Ian Benson, EVP of business development at Prepango, on a panel entitled, "Operator vs. vendor: Understanding roles, responsibilities and partnerships."

When asked why this event was important, Honeysuckle said it was about, "Getting the people building the technology in the same room as the people actually operating it. There's a tremendous amount of innovation happening in our industry, but I think we need more honest conversations about what's working, what's not, and what it's going to take to make automation a standard part of everyday business.

I'm especially excited about the opportunities for collaboration. We've reached a point where automation needs to be more than something impressive to demonstrate at a trade show. It needs to deliver real, measurable value."

Upcoming Events

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Automated Retail & Kiosk Innovation Show

December 14-16, 2026 | Miami Beach, FL

Explore the latest breakthroughs in automated retail, interactive kiosks, and unattended technology — and unlock new ways to serve customers and grow revenue.

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About Bradley Cooper

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Bradley Cooper is an experienced editor for Connect Media. He has written across a wide range of beats, ranging from food to digital signage to banking, and is the current editor of ATM Marketplace and Food Truck Operator. His background is in information technology, advertising, and writing. When he’s not crafting a story, you can find him going for a run or spending time with his wife and three sons. 

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