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Perspectives
Accelerating retail personalization at scale
How tech and AI enables personalization in retail
By modernizing aging technology and adopting a customer-centric approach, retailers can drive business outcomes while delivering the personalized, omnichannel experiences consumers expect.
Intimacy or scale? How about personalization at scale?
As customers become increasingly sophisticated, they expect shopping experiences that center around their needs and desires, challenging retailers to keep pace. Because creating highly personalized omnichannel experiences is imperative, retailers should address modern-day labor and technology challenges to embrace a more customer-centric business model.
Accelerating retail personalization at scale explores how a cloud-based platform and its advanced functionalities can help retailers:
- Create deeply personalized customer journeys and interactions
- Construct a holistic view of the customer, inventory, and operations
- Attract and retain top talent and streamline employee workflow
The future of retail hinges on curating immersive, highly personalized technological experiences, but embracing a customer-centric approach will also require a re-examination of organizational structures and processes.
Daniel Edsall
Contributing author of the report “Accelerating retail
personalization at scale” and Principal and Global
Grocery Leader, Deloitte Consulting LLP
In-store shopping with a digital twist
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82%
of customers want to touch a product before deciding to buy
82%
of retailers are trying to bridge their online and in-store experiences
61%
of customers use a digital device for research while in store
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Source: Compiled by MIT Technology Review Insights, based on data from “Keeping retail customers at the center,” 2023.
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