How AI Enables Exceptional Retail

PSFK has been reporting on the use of artificial intelligence for some time, in the past 12 months we have seen an exponential evolution in the access, use, and capability of AI-driven systems. New generative AI models have caught the imagination of both consumers and businesses alike, and technologists are rushing to supply features and services that respond to the market’s fascination.

The purpose of this report is to explore the ways in which AI is impacting the retail experience and to provide recommendations for retailers and consumer goods companies to leverage this technology for their benefit. Our new research shows that AI will change the customer experience in two ways: by offering shoppers seamless shopping and by providing retailers an advanced level of operational excellence.

Seamless shopping will leverage AI to enhance and personalize the customer experience, making it easier for shoppers to find the products they need and creating engaging interactions with brands. Operational optimization will utilize AI to improve efficiency, reduce costs, and mitigate risks.

What’s In This Report?

This report focuses on AI-driven strategies that impact the customer experience along the purchase path, from product discovery to post-purchase support. Our researchers provide a list of case studies to learn from, along with supporting data points. In addition, we provide suggestions and recommendations on how companies can leverage this technology to retool customers’ experience and their business operations to deliver exceptional retail.

How Does This 2023 Report Compare With Previous Reports?