CPI ThoughtCast Season 2, Ep. 5

Retail & Change

Harnessing Retail Transformation: Michael Leister on Change Management & Innovation at Kitestring

In this episode of Retail & Change, host Joseph Lohmann, Director Marketing Communications at Crane Payment Innovations, sits down with - Michael Leister, Principal Business Architect at Kitestring, shared his expertise in retail technology transformation.

With over 25 years of consulting experience, Kitestring specializes in helping retailers navigate challenges related to hardware, software, and operational strategies.

Click below to watch the full interview with Michael Leister

Leister, who focuses on hardware and store operations, emphasized the critical role of partnerships in crafting innovative retail solutions. “We maintain relationships with go-to partners like CPI to bring the best solutions to our clients,” he explained. One recurring challenge he helps retailers tackle is ensuring hardware compatibility during software upgrades. “We dig into recognizing ROI for hardware and aligning it with refresh cycles,” Leister said, highlighting Kitestring’s pragmatic and creative approach.

A significant portion of the discussion centered on the resurgence of self-checkouts and the strategic change management required for their successful deployment. Leister noted, “You can’t just place self-checkouts in a store and expect them to work. Change management is everything…When customers understand how to use the technology, the experience improves. For associates, being present and engaged with shoppers reduces shrink and enhances satisfaction.”

Leister challenged the conventional narrative tying self-checkouts to increased losses. “We aren’t capturing true metrics on self-checkout-related shrink well enough,” he argued, calling for more precise data and adaptive security measures. From intentional theft to unintentional errors, the root causes of shrink must be addressed through a combination of technology, associate training, and strategic store layouts.

As new retail technologies continue to emerge, Leister made the point that these tools can provide dynamic and detailed product information to empower consumers with enhanced data right at the point of sale.

Looking ahead, Kitestring is establishing an AI Center of Excellence in Arkansas to explore cutting-edge applications in both hardware and software. “AI can decipher vast pools of retail data and turn it into actionable insights…Retailers need tools that are scalable, relevant, and deliver measurable impact.”

For Leister, retail technology isn’t just a career—it’s a passion. “I love that we impact every consumer daily, making their experiences as frictionless as possible. Our goal is always the retailer’s definition of success.” Whether tackling self-checkout deployments or pioneering AI-driven solutions, Leister and Kitestring exemplify how technology and customer-centricity drive meaningful change in retail.

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