Many retailers, particularly the many regional supermarket companies across the U.S., started as the proverbial corner store, where the proprietor knew each of his customers. As retailers grew into more stores and larger teams
of associates, the relationship with the customer became
more problematic; the customer remained important but
retailers were challenged to truly know each shopper.
Today, the customer relationship is more endangered than
ever as the largest retailers deploy robotics and Amazon Go-like technologies enabling the shopper to visit a store, pick
up the groceries they want and be on their way—all without
interacting with another human being.
Retailers have an opportunity to pursue an alternative path
that reinforces their customer relationship legacies. This
approach puts technology in service to people, enabling
retailers to use the latest capabilities to provide new services,
deliver new value and once again build relationships with
each customer across their stores. Technologies like artificial
intelligence and machine learning, combined with leading
edge understanding of digital user experience, empower
retailers to deliver contextually relevant, meaningful savings
to each customer.
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