In this episode of Decoding the Future, Mahesh Krishnan speaks with Vikrant Bhalla from GK Software and Clinton Sham from Fujitsu about their key takeaways from NRF 2025, exploring the impact of AI, hyper-personalisation, and evolving customer experience trends in retail.

• AI in Retail: AI is transforming retail by enhancing customer experiences, preventing loss and theft, and enabling hyper-personalisation. AI-driven solutions, such as computer vision at self-checkouts and targeted in-store promotions, are reshaping customer interactions.
• Customer Experience is Key: Retailers are focusing on seamless, tech-enabled experiences across all channels. Hidden technology, rather than flashy features, is driving customer engagement, ensuring frictionless shopping both in-store and online.
• Retail Safari Insights: The NRF retail safaris highlighted how global retailers are innovating customer journeys by blending digital and physical shopping experiences, showcasing the importance of experiential retail.

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