The Experts Weigh In
Endear, a retail clienteling platform, emphasizes that while AI can efficiently serve the broader customer base, the top 20% of customers—who often account for 80% of sales—crave the human touch. Luxury brands are increasingly focusing on personalized services like in-store experiences and direct communication to cater to these high-value clients.
Bloomreach, a digital experience platform, highlights the rise of AI-powered personal shopping services that offer real-time support and guidance. These AI assistants provide styling tips and personalized suggestions, enhancing the shopping experience by replicating the role of a personal shopper.
Our Take
AI is revolutionizing the retail landscape by offering personalized, efficient, and customer-centric experiences. However, the human element remains irreplaceable, especially when it comes to building trust and emotional connections with customers. The future of retail lies in a harmonious blend of AI efficiency and human empathy.
3 Action Items
- Implement Hybrid Clienteling Platforms
Adopt platforms like Endear or Hero that combine AI capabilities with human interaction. These tools can automate routine tasks while allowing sales associates to focus on building relationships with high-value customers. - Personalize Customer Interactions Using AI Insights
Leverage AI to analyze customer data and provide personalized recommendations. Equip sales staff with these insights to offer tailored advice, enhancing the shopping experience. - Train Staff to Complement AI Tools
Invest in training programs that help staff understand and effectively use AI tools. This ensures a seamless integration of technology and human touch in customer interactions.
Incorporating AI into retail doesn’t mean eliminating the human element. Instead, it’s about enhancing the customer experience by combining the strengths of both. By strategically blending AI efficiency with human empathy, retailers can create a shopping experience that resonates with customers on all levels.
Written by Emmi Rezyan
