2025 in Review: Smart tech, smarter service, and the next phase of convenience services

Convenience services operators are navigating a period of rapid transformation as technology, consumer preferences and workplace expectations continue to evolve. Across vending, micro markets and office coffee service, operators are investing in smart systems, automation and data-driven tools while maintaining a strong focus on customer service.

At the same time, demand for healthier snacks, premium coffee and wellness-focused beverages is reshaping product mixes and driving innovation. From AI experimentation and smart fridges to water, ice and recurring revenue models, these developments highlight how operators are adapting to grow, compete and deliver value in an increasingly sophisticated convenience services landscape.

Operator growth and customer service as a competitive advantage

Operator profiles underscore how personalized service and industry experience differentiate operators.

Jay and Sherri Holstein built their business from a startup into a multi-service provider with full-line vending, micro markets, and office coffee service (OCS). Their growth is rooted in personal relationships with clients, extensive technology adoption (e.g., telemetry, cashless/NFC payments), and a strong online presence. They emphasize conversion to micro markets where feasible. Read the full story

Second-generation operator Ashilyn Sunderman continues a long-standing family tradition of prioritizing customer experience and service quality. SVC now operates a mix of vending routes, micro markets, and OCS accounts, and leverages technology (like VMS and Avanti planograms) to tailor inventory to customer preferences. Read the full story

Trend: Deepening customer service and tailored experiences remain central competitive differentiators, especially for smaller and medium operators.

Technology and automation are reshaping the industry

Technology, particularly smart systems and AI, is reshaping unattended retail.

Industry technology leaders describe innovations in smart coolers, frictionless checkout, inventory tracking, theft control, and AI integration. These tools are designed to streamline operations and expand unattended retail opportunities. Read the full story

A real-world trial by Anthropic showed current AI cannot yet replace human operators in managing a vending location profitably. The experiment highlighted limitations in pricing, inventory decisions, and profit optimization, though future AI middle-management roles remain plausible. Read the full story

Felfel’s expansion into NYC workplaces with technology-enabled smart fridges stocked with fresh meals demonstrates how fresh food service and digital inventory tracking are converging with traditional vending formats. Read the full story

Trend: Automation and digital tools are increasingly embedded in convenience services, but human oversight still matters; the tech focus is on operational empowerment rather than full automation.

Consumer preferences driving product and channel innovation

Evolving consumer tastes and wellness priorities are influencing top sellers.

Premium, health-oriented, and ready-to-drink coffee options are now driving growth in OCS, micro markets and convenience channels, especially among Millennials and Gen Z. Health benefits, convenience and premium experience are key factors. Read the full story

Healthier hydration alternatives (still/sparkling water, functional beverages with lower sugar content or added benefits) are displacing traditional sodas and high-calorie drinks in workplace channels. Sustainable packaging is also gaining importance. Read the full story

Snack trends reflect wellness and functional benefits (protein, fiber, clean labels). Operators are seeing demand for products that support energy, focus and nutrition throughout the day — an opportunity in vending and micro markets alike. Read the full story

OCS operators are encouraged to leverage point-of-use water systems and ice machines to craft steady, predictable income streams alongside beverage and coffee service. Read the full story

Trend: Wellness, premium experience, and convenience are strong consumer drivers influencing product assortment across channels.

Operational and compliance considerations

Operators are encouraged to cultivate a growth mindset and innovation when expanding micro-market offerings. Read the full story

Changes in state/local taxes for 2025 pose increased compliance complexity for vending and micro-market businesses. Operators need proactive tax planning to mitigate risks. Read the full story

Trend: Regulatory and fiscal environments are evolving, requiring operators to stay informed and compliant to protect margins.