How AI Can Transform the Retail Customer Experience

ISABELLA MONGALO | February 26, 2019

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In a recent market analysis from UBS, retail was ranked among the top industries predicted to be most impacted by artificial intelligence (AI) in the years to come. In fact, analysts have estimated that global retailer spending on AI will reach $7.3 billion per year by 2022, up from just $2 billion in 2019. When it comes to where this money will be spent in the coming years, the majority of it is expected to be used to better the customer experience (CX), including everything from personalization to customer service. It’s an essential area to invest in given one in three (30 percent) consumers would post a negative review online or to social media if they received poor customer support, proving the need for enhanced CX to maintain customer loyalty, and even gain new shoppers. Brands are still just beginning to untangle the many advantages of using AI in retail, so let’s explore how AI can transform the customer experience.

Spotlight

Pacific Sunwear

Since our first days as a Newport Beach surf shop, PacSun has been celebrating the creativity and diversity of California for more than 30 years. With around 500 stores across the United States and an impressive roster of coveted lifestyle brands and exclusive collections, PacSun offers a unique retail experience with elevated product for young men and women. Working with artists, designers, photographers, and other brand contributors, PacSun has emerged as a relevant source and authority on style, fashion and trends.

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