In this discussion we shine the light on how AI and data are reshaping the retail industry by enhancing CX, integrating online and offline channels, and transforming the role of physical stores, while emphasising the importance of transparency and trust.

• AI and Data Optimisation: Retailers are leveraging AI and data to optimise experiences, focusing on personalisation and customer insights, while balancing both online and offline data.
• Omni-channel Integration: The integration of AI in retail is enhancing omni-channel experiences, combining digital and physical touch points to meet evolving consumer expectations.
• Transparency and Trust: Transparency in AI decisions, such as credit limits or product recommendations, is essential to build consumer trust and ensure data privacy.
• Shifting Role of Physical Stores: The role of physical stores is shifting towards experiential hubs, with digital experiences influencing in-store interactions, exemplified by Tesla’s online-first approach.