AI in retail customer experience: Where human expertise matters most

Over the last decade, I’ve watched the customer journey transform numerous times. From in‑store only to desktop and then mobile, we’ve steadily moved toward shopping “everywhere, anytime”. With these advancements, new capabilities have emerged like BOPIS, inventory visibility, search, social discovery, and ratings into the everyday experience. Each wave accelerated faster than the last as customers grew more comfortable with new capabilities and made them habits. As we […]