In this episode of “At Your Convenience,” CSP’s Vice President of Content Strategy Abbey Lewis talks with Jake Kiser, retail general manager at PAR Retail, about how artificial intelligence is reshaping loyalty and customer engagement. Kaiser explains why embedding AI into systems—not bolting it on—is critical for delivering real value. He emphasizes the importance of setting measurable goals such as improving efficiency or accelerating innovation to separate AI hype from reality and ensure tools deliver tangible results.

Kaiser thinks that AI’s biggest initial impact will be in data and insights. Retailers can now interact with massive datasets conversationally, gaining instant answers to questions like, “Which stores performed best last week?” This eliminates the need for complex queries or lengthy reporting, empowering marketers to make faster data-driven decisions that enhance customer engagement and operational efficiency.

The cost of delaying AI adoption is steep, Kaiser said. Platforms that fail to embrace AI risk becoming obsolete while retailers who hesitate will miss opportunities to innovate. To prepare, Kaiser advises pushing teams to use AI tools daily and asking loyalty providers tough questions about their AI capabilities. Acting now will give retailers a competitive edge in an AI-driven future. To hear more, please listen to the entire podcast above. 

“At Your Convenience” brings industry experts and analysts together with CSP editors to discuss the latest in c-store news and trends. From mergers and acquisitions to foodservice and technology, the podcast delivers the story straight to listeners in short-format episodes, perfect for the morning commute or a quick break at the office.