Artificial intelligence is revolutionizing retail, transforming both in-store and online shopping. As AI continues to evolve, retailers must balance innovation with human connection to meet shifting consumer expectations. In her ‘Retail & AI’ keynote, Jennifer Kang explored three key trends driving this transformation: experience, personalization, and simplicity.

Consumers today seek more than efficiency; they crave immersive and memorable shopping experiences. AI has made shopping faster and more convenient, but predictive shopping technology raises questions about whether it removes the spontaneity of discovery. AI-powered chatbots and virtual assistants enhance customer support, ensuring seamless service beyond business hours. Mobile shopping apps like Klarna further streamline shopping by allowing users to snap a product photo and instantly locate the best prices.

Despite AI’s efficiency, in-store shopping remains vital. Over three-quarters of consumers still prefer physical stores for social interaction and hands-on service. To merge digital convenience with real-world engagement, retailers are adopting “retailtainment.” Brands like Jellycat have introduced interactive storefronts, while Farfetch’s “Store of the Future” features connected racks and holographic displays for real-time customization.

Personalization is a powerful AI tool, enabling curated recommendations based on consumer behavior. Meanwhile, AI-driven automation is revolutionizing retail operations, from product descriptions to social media content. As AI continues reshaping retail, brands must integrate automation while preserving meaningful human interactions.

For those who couldn’t attend Future Festival Miami, tickets are still available for Future Festival New York, offering another opportunity to explore AI-driven innovation in retail.

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