AI isn’t a silver bullet, with its greatest value requiring transformative thinking
“While there’s often concern that automation will replace humans, history shows it tends to complement them - shifting the types and nature of jobs over time.”
Dara Khosrowshahi, Chief Executive Officer, Uber
Carrefour is focusing on mobility, shelf digitalisation and personalisation to transform stores into interactive spaces that enhance customer experience while increasing operational efficiency. “AI is a key part of our strategy, driving digital transformation,” said Emmanuel Grenier, Group E-Commerce, Data and Digital Transformation Director, “but with 90% of our sales still coming from physical stores, they remain essential to our success.” 75% of consumers are open to using a trusted AI-powered personal shopper that understands their needs and goals (Accenture). Already 1/5 people are knowingly using AI to assist with grocery shopping (dunnhumby). Brands and retailers need to have strategies to influence consumers and the AI-based bots that will drive behaviour.
AI spending is predicted to hit $644 billion this year (Gartner) and 75% of executives rank it as a top three strategic priority. But only 25% of execs are seeing significant value from AI with two-thirds of businesses struggling to reimagine workflows, drive change and hire the talent to scale tech (BCG). In many organisations, AI isn’t delivering significant value yet as focus has been on embedding it in tasks within silos, realising only small gains. Only 16% of organisations excel in the new engagement-driven landscape (SAP Emarsys) that AI enables. However, The Consumer Goods Forum Summit showcased companies that are leading the way by using AI to create personalised, experience-led stores. At PepsiCo, agentic shopping assistants and smart carts are reimagining customer loyalty. “The future is driven by personalisation, sustainability and trust,” said John S. Phillips, SVP Customer Supply Chain and Go-To-Market.
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