A View of AI and the Future of Retail | Charisma Glassman

Customer Service & AI Integration - Retailers are spending 1-5% of their revenues on customer service, indicating a significant investment area for AI impact [1] - AI can automate customer service by processing customer policies, product recommendations, and interacting via phone, email, and chat [1] - AI implementation in customer service requires risk management, human escalation for sensitive issues, and cost-benefit analysis [1] - AI agents will assist human agents in customer interactions, escalating sensitive issues or approvals [1] Personalized Shopping Experience - By 2028, AI will create digital twins through direct interactions and online behavior tracking to enable hyper-personalized offers [1] - Retailers should start their digital twin journey with clean data and centralized data links to run AI models [1] - By 2030, AI will proactively suggest products and services through wearable devices and smart homes [1][3] Employee Experience - AI will enhance employee experiences by providing real-time insights into sales and customer preferences [4] - AI will be the foundation for customer and employee experiences in the next five years [4] Future of Retail - AI will deeply impact daily lives and transform the retail experience [5] - The future of retail with AI is transparent and compelling [5]