How to Optimize the Personalization along the Shopper Journey in Retail

This PSFK guide is an AI customer experience report for brands and retailers to help optimize and personalize the shopper journey.

Executive Summary

The role of AI continues to evolve into a more public space, providing consumer-facing value. The ability for retailers to deliver the optimized digital shopping experience that consumers have now come to expect will depend on their application of intelligence-supported shopping journeys, both in-person and digitally. Within this report, we’ll explore how companies can learn in-the-moment preferences to enhance customer convenience, surface their information and relevant details for sales agents in real time, and enhance personalized recommendations through discovery feeds, voice, chat and text-based on-demand support. 

Report Overview

As AI has grown in both use cases and public understanding, the need for ethical AI applications has also grown. Within this report, PSFK researchers have identified five strategies for retailers and brands to consider as they consider the use of AI in their own services, platforms and tools to provide an optimized and personalization customer journey. 

What You’ll Learn In This Report

• How algorithms are improving the individualized attention a consumer wants, needs, and expects from a brand and retailer.
• How advancements in AI are making both the customer and employee experience a lot easier and faster, so humans can focus on solving more nuanced problems.
• How AI is responding to the shopper’s need for convenience and speed, enabling an even greater sense of instant gratification and a streamlined shopping experience.
• How AI is being used to ensure that in-person experiences are safer and frictionless.
• Why building in ethical and empathetic AI practices can allay the concerns of using AI technology. 

What’s In This Report?

Within this AI customer experience report, PSFK iQ researchers present the ways top retailers and brands deliver more personalized, optimized experiences using technology that make their customers feel seen and heard as unique individuals.

This AI customer experience report provides:

• 5 strategies to personalize the consumer journey using AI technologies
• 15 best-in-class examples of how brands and retailers are using personalization strategies to align with the desires and expectations of their consumers
  
• Case studies include Walmart, Ulta, Red Wing, American Airlines and more
• Market statistics and consumer insights into changing behaviors and expectations of the consumer mindset around personalized experience

Who Prepared This Report?

This report was developed by the same PSFK research department that since 2004 has provided trends-led innovation consulting advice to Apple, BMW, Facebook/Meta, Google, Microsoft, Samsung and Volkswagen