How are retailers levelling up CX in the age of AI?

In today’s turbulent economic landscape, customer experience stands out as one of the few differentiated levers retailers can pull to drive sustained growth. And AI tools are accelerating this advantage, transforming how retailers connect with and convert customers. 

Retail Week’s latest flash report The CX Report produced in collaboration with Oracle, gives a topline look at the strategies, tools and tech leading retailers are deploying to best serve customers. 

Designed to be read in around 10 minutes, the flash report provides helpful tactics retailers must consider to deliver compelling CX. 

In this article, we give a sneak peek into what you can expect to learn.

How are retailers leveraging AI to power CX transformation?

• AI to make data work harder. Data silos, disconnected systems, poor data quality and resource constraints all stand in the way of retailers drawing actionable insights from the information at their fingertips. Retailers are investing in solutions to support data management, infrastructure and insight.
• AI to transform the shopper journey. Shoppers expect all channels, from in-store experiences and app engagements to social media and online chats, to be interconnected. AI is being implemented by retailers across a breadth of verticals to drive research and discovery, recommendation and personalisation strategies.
• AI to drive trust. Transparency and explainability on the use of AI is a must to win over consumers who are still warming to AI solutions. Retailers are carefully considering their communications and doubling down on robust data privacy and security policies to reassure against potential data threats.

Which retailers are featured in this flash report?

The report overviews examples from retailers and brands driving excellent customer experience through the use of dynamic AI solutions, from tools reducing cross-channel friction to building a single unified view of the shopper and more.

This includes quickfire insights into the AI strategies of Marks & Spencer, Primark, JD Sports, Debenhams, Boots, Ingka Group, Frasers Group, The Range and Currys, alongside inspiration from retail adjacent industries including Red Bull Racing. 

The report also features industry expert commentary from global database management company Oracle on how retailers can best integrate AI experiences as connected operations, breaking down data silos to support decision-making. 

Why is it called a ‘flash report’?

Retail Week’s flash reports are written to provide solutions-based, actionable insights to help shape strategy. Designed to be read in just 10 minutes (perfect reading over coffee), they convert key insights into a springboard for smart decision-making.  

How can I read the flash report?