Technology may dominate the headlines, but at Chestnut Market, innovation starts with the customer

On this week’s episode of the Future of Convenience podcast, recorded live at the 2026 NRF Big Show, Chestnut Market’s CEO Ryan Oettinger and Director of C-Store Operations Faheem Jamal, and Deligo Vision Technologies’ Istvan Haidekker, co-founder and CEO, explored how guided checkout and practical AI are reshaping operations across the 75-store chain spanning New York, New Jersey and Connecticut.

For Jamal, the mission is straightforward: deliver consistency at scale. “Our main focus is consistent customer service every day when you come to Chestnut,” he said. “When [they] come to Chestnut Market, our customers expect consistency, great customer service, and always clean restrooms.”

That commitment has guided the company’s approach to checkout technology. At its high-volume Hutchinson River Parkway location, Chestnut deployed six AI-powered self-checkout units, reallocating staff from behind the counter to the sales floor. The result: fewer lines, more engagement, and better overall experience.

“Historically, prior to our rebuild, there were always lines,” Jamal explained. “Whereas now they walk into the site, there’s never a line. So they have the ease of mind to walk around the store, find something that they’re looking for, and know that they don’t have to wait to check out and get back on their way. Because we’re in convenience, people want to be in and out.”

For Haidekker, the key is what he calls “guided checkout,” a model that blends AI with human interaction rather than replacing it. “What we mean by guided checkout is that we don’t need the store team to do the checkout, but we do need the store team to guide that process to some extent,” he said. By visually recognizing products and removing the friction of scanning, the technology reduces errors and shrink while freeing associates to focus on higher-value tasks.

Oettinger views the opportunity through a broader lens of automation and insight. “For me, I’ve looked at most AI opportunities in those 3 buckets of automating, educating, and generating,” he noted, using technology to streamline processes, produce actionable data and ultimately drive growth.

At Chestnut, that philosophy is already taking shape. By pairing smart tools with empowered teams, the retailer is proving that the future of checkout isn’t just faster, it’s more human.

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