That Makes Cents:
Future of Consumer series

Looking ahead at grocery experience for the changing consumer

Like today’s consumer, the grocery industry is increasingly diverse and complex. To stay competitive, grocery retailers must evolve their physical and digital grocery experiences to meet the changing tastes and preferences of their customers. Many companies are leveraging AI in grocery—in applications that range from strategic planning to operations to digital consumer tools—to gain a business advantage and connect with customers.

“Our challenge is to figure out how to apply these different technologies and capabilities to eliminate friction and to show our customers and our team members that we understand them and what they're about.” — Kirk Ball, executive vice president and chief information officer at Giant Eagle

In a spinoff of our miniseries on the future of the consumer industry, we explore the future of grocery retail and how AI could play a key role in increasing grocery personalization.

Kirk Ball, executive vice president and chief information officer at Giant Eagle, joins Daniel Edsall, Deloitte’s grocery sector leader and host Bobby Stephens to discuss how grocery retailers are looking to deliver unique customer experiences at every touchpoint, whether in store or online. We’ll also explore how grocers are leading the way in sustainability by sourcing organic foods and minimizing food waste—and why it matters to the changing consumer.

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"That's the new battleground…Grocery needs to evolve from filling my pantry with ingredients to filling my stomach with wonderful, nutritious food. It's all about the customer and the team member interacting with the customer, leveraging technology to eliminate friction and cognitive overload, and creating an experience that is incredibly enjoyable and impactful."

— Daniel Edsall, Grocery sector leader, Deloitte Consulting

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About That Makes Cents

Our consumer podcast, That Makes Cents, dives into what consumers are thinking, feeling, and buying right now. Host and Deloitte leader Bobby Stephens talks with industry experts to help you navigate the evolving consumer industry and prepare for what’s next.

Explore even more insights about consumer trends.

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