As the New Year nears, retail bosses tell Retail Week about their resolutions for 2017.

Alex baldock

Alex baldock

Despite what’s expected to be a challenging year for retail, we’re hugely excited for what’s in store.

We’ll win by staying focused on what makes us special; giving customers an upgrade through credit – and we’ll support that with one of the most personalised shopping experiences in the world.

We made huge strides in 2016, but 2017 will be the year we super-charge personalisation – and we’ll do it using disruptive technology.

You’ll start to see our big bet on AI paying off. It’ll drive more real-time product personalisation on-site and even more relevant, timely communications direct to our customers in the ways they want.

Next year we’ll also deliver our first AI-driven conversational user interface, following on from Very Assistant.

Customers will chat in their own words and the system will respond in real-time with customer service recommendations.

It’s the next step towards total personalisation.

For us, that means democratising the personal shopper by giving everyone their own assistant to help them through every stage of the shopping journey.

  • Alex Baldock, chief executive, Shop Direct
  • Alex Baldock will be on stage at Retail Week Live, the UK’s premier festival of retail and consumer commerce, taking place in London on March 8-9, 2017. The event attracts over 1,200 retail chiefs and leading business personalities who gather to experience the unique combination of networking, inspiring content, strategic thinking and innovation. To book your ticket visit www.live.retail-week.com