CPI ThoughtCast Season 2, Ep. 3

Retail & Change

Leading Retail’s Tech Transformation: Insights from Michael Mahan, CPI President

In this episode of Retail & Change, host Joseph Lohmann, Director Marketing Communications at Crane Payment Innovations, sits down with CPI President Michael Mahan as he shares his vision for guiding retailers through rapid technological change, emphasizing seamless customer experiences and tailored solutions.

With a background in the energy, white goods, and IT industries, Mahan joined CPI four months ago, excited to dive into an industry in transformation.

“The industries that we're in are industries going through transformation,” he notes, eager to leverage CPI’s capabilities to address new challenges. His personal passion for technology only adds to his drive. “I am—at heart—a tech guy and a nerd,” he admits. “Knowing that we’re the best there is at [technology] makes it a whole lot of fun.”

Click below to watch the full interview with Michael Mahan

Mahan sees retail automation accelerating, moving far beyond traditional self-checkouts to AI-powered solutions that let customers pay faster with minimal effort. “Retail automation is here and accelerating,” he explains, envisioning stores where a single associate can oversee 15-20 checkout areas at once. CPI’s technology aims to help retailers match this pace, giving consumers efficient choices without sacrificing flexibility. “We want to give their consumers as much choice as possible in the most efficient way possible,” Mahan states, describing CPI’s cash and cashless systems designed to handle a wide variety of transactions.

Acknowledging past consumer frustrations with self-checkout, Mahan emphasizes CPI’s commitment to tailored, brand-aligned solutions. “We’re making our products to fit into your vision for your store,” he says, noting that CPI’s Paypod™ blends smoothly into diverse retail environments, allowing for easy cash automation at the point of sale.

CPI is also expanding its service offerings, with a new depot repair center designed to keep systems running. Mahan points out the importance of first-time fixes to avoid frustrating customers. “We track those metrics intensely…our first-time call rates are very high,” he says, ensuring CPI’s technology doesn’t just work in theory, but in the daily lives of retailers and their customers.

Ultimately, Mahan envisions a future where retailers focus on core priorities like customer service and growth. “Let us take this off your plate,” he urges, positioning CPI as the partner who makes retail easier. For Mahan, the excitement lies in transforming the industry with practical, reliable solutions that benefit both retailers and their customers.

For more insights and to join the conversation on retail innovation, follow Michael Mahan on LinkedIn and follow Retail & Change on your favorite podcast platform, including Spotify and Apple Podcast.