Latest / Omni Talk Retail / Retail’s AI Future May Be Bigger and Slower Than You Think with EY and EY Studio+ | WRC 2026

Transcript

Retail’s AI Future May Be Bigger and Slower Than You Think with EY and EY Studio+ | WRC 2026 · Omni Talk Retail

• 0:00
  Hello,
• 0:00
  everyone.
• 0:00
  This
• 0:00
  is
• 0:00
  omnitalk
• 0:01
  Retail.
• 0:01
  I'm
• 0:02
  Chris
• 0:02
  Walton,
• 0:02
  and
• 0:02
  we
• 0:03
  are
• 0:03
  coming
• 0:03
  to
• 0:03
  you
• 0:03
  live
• 0:04
  from
• 0:04
  the
• 0:04
  World
• 0:04
  Retail
• 0:05
  Congress
• 0:06
  in
• 0:06
  Berlin.
• 0:08
  And
• 0:08
  of
• 0:08
  course,
• 0:08
  we
• 0:09
  are
• 0:09
  at
• 0:09
  the
• 0:09
  Vuzion
• 0:09
  podcast
• 0:10
  studio
• 0:11
  now.
• 0:11
  Joining
• 0:11
  me
• 0:11
  is
• 0:11
  Malin
• 0:12
  Andre,
• 0:13
  the
• 0:13
  global
• 0:13
  retail
• 0:14
  industry
• 0:14
  leader
• 0:15
  at
• 0:15
  EY
• 0:16
  and
• 0:16
  as
• 0:16
  well
• 0:16
  as
• 0:17
  Stephen
• 0:17
  Bailey,
• 0:18
  who
• 0:18
  is
• 0:18
  EY
• 0:19
  Studio
• 0:19
  Plus
• 0:20
  America's
• 0:21
  retail
• 0:21
  leader.
• 0:22
  Welcome
• 0:22
  to
• 0:22
  both
• 0:22
  of
• 0:23
  you.
• 0:23
  Thank
• 0:23
  you
• 0:24
  so
• 0:24
  much.
• 0:24
  Yeah.
• 0:25
  Well,
• 0:25
  let's
• 0:25
  start
• 0:25
  off.
• 0:25
  Tell
• 0:25
  our
• 0:26
  audience
• 0:26
  a
• 0:26
  little
• 0:26
  bit
• 0:26
  about
• 0:26
  yourselves
• 0:27
  and
• 0:28
  what
• 0:28
  it
• 0:28
  is
• 0:28
  that
• 0:28
  you
• 0:28
  both
• 0:29
  do
• 0:29
  in
• 0:29
  your
• 0:29
  roles,
• 0:29
  or
• 0:30
  what
• 0:30
  is
• 0:30
  it
• 0:30
  that
• 0:30
  you
• 0:30
  oversee.
• 0:30
  Marlon,
• 0:31
  let's
• 0:31
  start
• 0:31
  with
• 0:31
  you.
• 0:32
  So
• 0:32
  I
• 0:33
  lead
• 0:33
  our
• 0:33
  retail
• 0:34
  sector
• 0:34
  globally,
• 0:35
  and
• 0:35
  that's
• 0:36
  across
• 0:36
  all
• 0:37
  the
• 0:37
  different
• 0:37
  service
• 0:38
  lines
• 0:38
  that
• 0:39
  we
• 0:39
  have.
• 0:39
  So
• 0:39
  everything
• 0:39
  from
• 0:40
  consulting
• 0:40
  to
• 0:41
  tax
• 0:41
  advice
• 0:42
  to
• 0:42
  assurance
• 0:43
  and
• 0:44
  transactions.
• 0:45
  Oh,
• 0:45
  my
• 0:45
  God.
• 0:46
  So
• 0:46
  it's
• 0:46
  a
• 0:46
  lot.
• 0:46
  But
• 0:47
  we
• 0:47
  have
• 0:47
  great
• 0:47
  teams
• 0:48
  across
• 0:48
  the
• 0:48
  globe.
• 0:49
  And
• 0:50
  my
• 0:50
  role
• 0:50
  is
• 0:50
  all
• 0:50
  about
• 0:51
  building
• 0:51
  the
• 0:51
  right
• 0:51
  capabilities
• 0:52
  and
• 0:52
  making
• 0:52
  sure
• 0:52
  that
• 0:52
  we
• 0:53
  serve
• 0:54
  our
• 0:54
  clients
• 0:54
  in
• 0:54
  the
• 0:54
  best
• 0:54
  possible
• 0:55
  way.
• 0:55
  Makes
• 0:55
  sense,
• 0:56
  Steven.
• 0:57
  Yeah.
• 0:57
  So
• 0:58
  I
• 0:58
  said
• 0:58
  in
• 0:59
  ui,
• 0:59
  Studio
• 1:00
  plus
• 1:00
  and
• 1:01
  Lead,
• 1:01
  retail
• 1:01
  for
• 1:02
  America
• 1:02
  is
• 1:02
  there.
• 1:03
  What
• 1:03
  that
• 1:03
  means
• 1:03
  is
• 1:03
  Studio
• 1:04
  plus
• 1:04
  is
• 1:04
  really
• 1:04
  where
• 1:05
  UI
• 1:05
  brings
• 1:05
  everything
• 1:06
  to
• 1:06
  life
• 1:06
  for
• 1:06
  the
• 1:06
  customer.
• 1:07
  Everything.
• 1:07
  Front
• 1:07
  office.
• 1:08
  So
• 1:09
  experience,
• 1:09
  marketing,
• 1:10
  sales,
• 1:11
  service,
• 1:11
  store
• 1:12
  experience,
• 1:12
  all
• 1:12
  that
• 1:13
  fun
• 1:13
  stuff.
• 1:13
  Commerce.
• 1:14
  Right.
• 1:14
  We
• 1:14
  live
• 1:14
  in
• 1:15
  that.
• 1:15
  We
• 1:15
  live
• 1:15
  in
• 1:15
  that
• 1:15
  customer
• 1:16
  world.
• 1:16
  My
• 1:16
  God.
• 1:16
  You
• 1:16
  guys
• 1:17
  have
• 1:17
  it
• 1:17
  covered
• 1:17
  then?
• 1:17
  Pretty
• 1:18
  much,
• 1:18
  right?
• 1:18
  Yeah,
• 1:19
  we
• 1:19
  do.
• 1:19
  Yeah.
• 1:20
  Right.
• 1:20
  Okay,
• 1:21
  well,
• 1:21
  the
• 1:21
  reason
• 1:21
  you're
• 1:21
  here
• 1:21
  is
• 1:22
  you
• 1:22
  guys
• 1:22
  just
• 1:22
  put
• 1:22
  out
• 1:22
  a
• 1:22
  new
• 1:23
  report
• 1:23
  on
• 1:23
  how
• 1:23
  AI
• 1:24
  is
• 1:24
  shaping
• 1:25
  retail.
• 1:25
  So,
• 1:25
  Malin,
• 1:26
  I
• 1:26
  want
• 1:26
  to
• 1:26
  ask
• 1:26
  you,
• 1:26
  what
• 1:26
  were
• 1:27
  some
• 1:27
  of
• 1:27
  the
• 1:27
  big
• 1:27
  takeaways
• 1:27
  from
• 1:28
  that
• 1:28
  report?
• 1:29
  I
• 1:29
  would
• 1:29
  say
• 1:29
  the
• 1:30
  key
• 1:30
  takeaway
• 1:30
  is
• 1:31
  that
• 1:31
  given
• 1:32
  that
• 1:32
  the
• 1:32
  pace
• 1:32
  of
• 1:33
  change
• 1:33
  is
• 1:33
  so
• 1:34
  remarkably
• 1:34
  fast
• 1:35
  and
• 1:35
  there's
• 1:35
  so
• 1:36
  many
• 1:36
  external
• 1:36
  factors
• 1:37
  impacting
• 1:38
  where
• 1:38
  we're
• 1:39
  going
• 1:39
  to
• 1:39
  end
• 1:39
  up
• 1:39
  in
• 1:39
  the
• 1:40
  future,
• 1:41
  no
• 1:41
  one
• 1:41
  can
• 1:41
  really
• 1:41
  predict
• 1:42
  exactly
• 1:43
  how
• 1:43
  the
• 1:43
  future
• 1:43
  is
• 1:43
  going
• 1:43
  to
• 1:43
  look
• 1:44
  like
• 1:44
  for
• 1:44
  retail.
• 1:45
  So
• 1:45
  what
• 1:45
  we've
• 1:46
  done
• 1:46
  is
• 1:46
  that
• 1:46
  we're
• 1:46
  looking
• 1:47
  at
• 1:47
  retail
• 1:48
  through
• 1:48
  four
• 1:49
  different
• 1:49
  lenses
• 1:50
  and
• 1:50
  possible
• 1:51
  scenarios.
• 1:51
  And
• 1:52
  this
• 1:52
  is
• 1:53
  by
• 1:53
  no
• 1:53
  means
• 1:53
  meant
• 1:54
  to
• 1:54
  be
• 1:54
  exact
• 1:55
  predictions.
• 1:56
  It's
• 1:56
  meant
• 1:57
  to
• 1:57
  be
• 1:57
  more
• 1:57
  extremes
• 1:58
  that
• 1:58
  can
• 1:58
  help
• 1:59
  retail
• 1:59
  leaders
• 2:00
  to
• 2:01
  navigate
• 2:01
  the
• 2:01
  possible
• 2:02
  future.
• 2:02
  So
• 2:02
  there's
• 2:03
  a
• 2:03
  constraint
• 2:04
  scenario,
• 2:05
  a
• 2:05
  growth
• 2:05
  scenario,
• 2:06
  transform
• 2:07
  scenario,
• 2:08
  and
• 2:08
  even
• 2:08
  a
• 2:09
  collapse
• 2:09
  scenario.
• 2:10
  Collapse
• 2:10
  scenario.
• 2:11
  Okay.
• 2:12
  Wow,
• 2:12
  that
• 2:12
  does
• 2:13
  sounds
• 2:13
  kind
• 2:14
  of
• 2:14
  ominous
• 2:14
  when
• 2:15
  you
• 2:15
  put
• 2:15
  it
• 2:15
  like
• 2:15
  that.
• 2:15
  So
• 2:16
  what
• 2:16
  do
• 2:16
  all
• 2:16
  those
• 2:16
  mean?
• 2:16
  What?
• 2:17
  Get.
• 2:17
  Get.
• 2:17
  Go
• 2:17
  a
• 2:18
  level
• 2:18
  deeper
• 2:18
  for
• 2:18
  me
• 2:18
  in
• 2:19
  terms
• 2:19
  of.
• 2:19
  Of
• 2:20
  what
• 2:20
  you
• 2:20
  looked
• 2:20
  at
• 2:21
  in
• 2:21
  regards
• 2:21
  to
• 2:22
  each
• 2:22
  of
• 2:22
  those
• 2:22
  scenarios.
• 2:23
  Sure.
• 2:23
  So
• 2:24
  the
• 2:24
  constraint
• 2:25
  scenario,
• 2:26
  that's
• 2:27
  a
• 2:27
  scenario
• 2:27
  which
• 2:28
  is
• 2:28
  very
• 2:29
  much
• 2:29
  shaped
• 2:29
  by
• 2:30
  the
• 2:30
  restrictions
• 2:31
  that
• 2:31
  we
• 2:31
  have.
• 2:31
  New
• 2:32
  legislations
• 2:32
  will
• 2:33
  hold
• 2:33
  back
• 2:34
  scaling
• 2:34
  of
• 2:34
  AI
• 2:35
  Cyber
• 2:36
  attacks,
• 2:37
  also
• 2:37
  internal
• 2:38
  silos
• 2:38
  and
• 2:39
  capability,
• 2:39
  lack
• 2:40
  of
• 2:40
  the
• 2:40
  right
• 2:40
  capabilities
• 2:41
  within
• 2:42
  the
• 2:42
  organizations.
• 2:43
  So
• 2:43
  AR
• 2:44
  will
• 2:44
  not
• 2:44
  scale
• 2:45
  as
• 2:45
  fast
• 2:46
  as
• 2:47
  everyone
• 2:47
  is
• 2:47
  talking
• 2:47
  about
• 2:48
  today.
• 2:48
  Okay.
• 2:49
  And
• 2:49
  that
• 2:50
  means
• 2:50
  that
• 2:50
  AI
• 2:51
  will
• 2:51
  be
• 2:51
  predominantly
• 2:52
  applied
• 2:53
  in
• 2:53
  the
• 2:53
  back
• 2:54
  end
• 2:54
  processes
• 2:55
  and
• 2:55
  maybe
• 2:55
  not
• 2:56
  so
• 2:56
  much
• 2:56
  in
• 2:56
  the
• 2:56
  front
• 2:57
  end
• 2:57
  processes
• 2:57
  going
• 2:58
  forward.
• 2:58
  Okay,
• 3:00
  so
• 3:00
  that's
• 3:00
  one
• 3:00
  scenario.
• 3:01
  Yeah,
• 3:01
  this
• 3:02
  is
• 3:02
  great.
• 3:02
  Okay.
• 3:03
  All
• 3:03
  right,
• 3:04
  let's
• 3:04
  keep.
• 3:04
  Yeah.
• 3:04
  The
• 3:04
  second
• 3:05
  scenario
• 3:05
  is
• 3:05
  a
• 3:05
  growth
• 3:06
  scenario.
• 3:06
  Okay.
• 3:07
  And
• 3:07
  that's
• 3:07
  where
• 3:07
  AI
• 3:08
  really,
• 3:08
  really
• 3:08
  scales
• 3:09
  across
• 3:10
  the
• 3:10
  whole
• 3:10
  value
• 3:11
  chain
• 3:11
  of
• 3:11
  retailers
• 3:12
  about
• 3:12
  front
• 3:12
  end
• 3:12
  and
• 3:13
  back
• 3:13
  end.
• 3:14
  And
• 3:14
  I
• 3:14
  mean,
• 3:14
  agent
• 3:15
  E
• 3:15
  commerce
• 3:15
  that
• 3:15
  everyone
• 3:16
  is
• 3:16
  talking
• 3:16
  about
• 3:16
  here
• 3:17
  at
• 3:17
  WRC
• 3:18
  is
• 3:19
  really
• 3:19
  a
• 3:19
  growth
• 3:20
  driver
• 3:20
  for
• 3:21
  retailers.
• 3:21
  And
• 3:22
  it's
• 3:23
  open
• 3:23
  and
• 3:24
  distributed
• 3:24
  agents
• 3:25
  that's
• 3:26
  being
• 3:26
  freely
• 3:26
  used
• 3:26
  by
• 3:27
  retailers.
• 3:27
  Okay.
• 3:29
  And
• 3:29
  then
• 3:29
  we
• 3:29
  have
• 3:29
  the
• 3:30
  transform
• 3:30
  scenario,
• 3:32
  which
• 3:32
  is
• 3:32
  really
• 3:33
  taking
• 3:33
  this
• 3:34
  one
• 3:34
  step.
• 3:34
  Further,
• 3:35
  even
• 3:35
  further
• 3:35
  beyond
• 3:36
  that.
• 3:36
  Yes,
• 3:36
  yes.
• 3:37
  So
• 3:38
  this
• 3:38
  is
• 3:38
  where
• 3:38
  AI
• 3:39
  really
• 3:39
  enables
• 3:40
  truly
• 3:40
  new
• 3:41
  business
• 3:41
  models
• 3:42
  and
• 3:43
  retailers
• 3:43
  become
• 3:44
  the
• 3:44
  orchestrator.
• 3:46
  And
• 3:46
  there's
• 3:47
  also
• 3:47
  micro
• 3:47
  entrepreneurs
• 3:49
  that
• 3:50
  retailers
• 3:50
  can
• 3:50
  sell
• 3:51
  to.
• 3:51
  So
• 3:52
  it's,
• 3:52
  we
• 3:53
  say
• 3:53
  being
• 3:54
  that
• 3:54
  orchestrator,
• 3:55
  providing
• 3:55
  your
• 3:56
  logistics
• 3:56
  network
• 3:57
  as
• 3:57
  a
• 3:57
  service
• 3:58
  and
• 3:59
  really
• 3:59
  getting
• 3:59
  all
• 4:00
  the
• 4:00
  different
• 4:00
  parties
• 4:01
  together
• 4:01
  and
• 4:02
  leveraging
• 4:02
  AI
• 4:03
  to
• 4:03
  enable
• 4:04
  new
• 4:04
  business
• 4:04
  models.
• 4:05
  Okay,
• 4:05
  got
• 4:05
  it.
• 4:06
  And
• 4:06
  the
• 4:06
  last
• 4:06
  one,
• 4:06
  the
• 4:06
  collapse,
• 4:07
  there's
• 4:07
  another
• 4:07
  one.
• 4:08
  Yes.
• 4:08
  Okay.
• 4:08
  Okay.
• 4:09
  Yes.
• 4:10
  Wow.
• 4:10
  All
• 4:10
  right.
• 4:11
  Okay.
• 4:11
  So
• 4:12
  that
• 4:12
  is
• 4:14
  the
• 4:14
  fact
• 4:14
  that,
• 4:15
  I
• 4:16
  mean,
• 4:16
  all
• 4:16
  these
• 4:16
  agents
• 4:17
  are
• 4:17
  being.
• 4:18
  And
• 4:18
  the
• 4:18
  new
• 4:19
  AI
• 4:19
  solutions
• 4:19
  are
• 4:20
  very
• 4:20
  much
• 4:20
  being
• 4:20
  developed
• 4:21
  by
• 4:21
  big,
• 4:21
  big
• 4:22
  tech
• 4:22
  platform
• 4:23
  players.
• 4:23
  Yeah.
• 4:24
  So
• 4:24
  that's
• 4:25
  a
• 4:25
  scenario
• 4:25
  where
• 4:26
  the
• 4:26
  power
• 4:26
  is
• 4:26
  being
• 4:27
  concentrated
• 4:27
  to
• 4:28
  a
• 4:28
  few
• 4:28
  players
• 4:28
  globally.
• 4:29
  Okay.
• 4:30
  And
• 4:31
  those
• 4:31
  players
• 4:31
  will
• 4:31
  start
• 4:32
  to
• 4:33
  increase
• 4:34
  their
• 4:34
  prices
• 4:35
  for
• 4:35
  their
• 4:35
  services.
• 4:36
  Oh,
• 4:36
  wow.
• 4:36
  Quite
• 4:36
  a
• 4:36
  lot.
• 4:37
  Oh,
• 4:37
  my
• 4:37
  God.
• 4:37
  Okay.
• 4:37
  And
• 4:38
  this
• 4:38
  will
• 4:38
  mean
• 4:38
  that
• 4:39
  not
• 4:39
  all
• 4:39
  retailers
• 4:40
  can
• 4:40
  afford
• 4:41
  to
• 4:41
  be
• 4:41
  on
• 4:42
  those
• 4:42
  channels
• 4:43
  and
• 4:43
  we
• 4:43
  will
• 4:43
  see
• 4:43
  a
• 4:43
  lot
• 4:44
  of
• 4:44
  retailers
• 4:44
  being
• 4:45
  disintermediated
• 4:46
  in
• 4:46
  the
• 4:46
  end.
• 4:47
  So
• 4:48
  this
• 4:48
  is
• 4:48
  of
• 4:49
  course
• 4:49
  not
• 4:49
  the
• 4:50
  most
• 4:50
  positive
• 4:50
  scenario,
• 4:52
  but
• 4:52
  still
• 4:52
  a
• 4:52
  lot
• 4:53
  of.
• 4:53
  A
• 4:53
  lot
• 4:53
  of
• 4:53
  factors
• 4:54
  in
• 4:54
  all
• 4:54
  of
• 4:54
  these
• 4:55
  scenarios
• 4:55
  we
• 4:55
  see
• 4:55
  already
• 4:56
  today.
• 4:56
  Yeah.
• 4:56
  Thank
• 4:57
  God
• 4:57
  the
• 4:57
  weather's
• 4:57
  beautiful
• 4:58
  outside,
• 4:58
  Matt.
• 4:59
  Okay.
• 4:59
  Wow,
• 5:01
  that's
• 5:01
  really
• 5:01
  interesting.
• 5:02
  So,
• 5:03
  yeah,
• 5:03
  there's
• 5:03
  a
• 5:03
  big
• 5:04
  disparity
• 5:04
  in
• 5:04
  those
• 5:05
  options.
• 5:06
  So
• 5:06
  the
• 5:06
  idea
• 5:06
  behind
• 5:06
  the
• 5:07
  report
• 5:07
  was
• 5:07
  to
• 5:07
  kind
• 5:07
  of
• 5:07
  put
• 5:08
  things
• 5:08
  in
• 5:08
  the
• 5:08
  perspective
• 5:09
  of
• 5:09
  that
• 5:09
  framework.
• 5:10
  I'm
• 5:11
  curious,
• 5:11
  did
• 5:11
  you
• 5:11
  at
• 5:11
  all
• 5:12
  put
• 5:13
  any
• 5:13
  probability
• 5:13
  assumptions
• 5:14
  in
• 5:14
  terms
• 5:14
  of
• 5:15
  which
• 5:15
  of
• 5:15
  those
• 5:16
  is
• 5:16
  more
• 5:16
  likely
• 5:16
  to
• 5:16
  play
• 5:17
  out
• 5:17
  versus
• 5:17
  others
• 5:18
  or
• 5:18
  how
• 5:18
  should
• 5:18
  my
• 5:18
  listeners
• 5:19
  think
• 5:19
  about
• 5:19
  that?
• 5:20
  It's
• 5:21
  quite
• 5:21
  interesting
• 5:21
  because
• 5:21
  we're
• 5:22
  doing
• 5:22
  quite
• 5:22
  a
• 5:22
  lot
• 5:22
  of
• 5:23
  workshops
• 5:24
  around
• 5:24
  the
• 5:24
  four
• 5:24
  futures
• 5:25
  right
• 5:25
  now.
• 5:26
  And
• 5:26
  today,
• 5:26
  later
• 5:26
  today
• 5:27
  we're
• 5:27
  going
• 5:27
  to
• 5:27
  have
• 5:28
  a
• 5:28
  launch
• 5:28
  workshop
• 5:29
  with
• 5:29
  several
• 5:30
  different
• 5:30
  retail
• 5:30
  leaders
• 5:32
  and
• 5:33
  different
• 5:33
  people
• 5:33
  tend
• 5:34
  to
• 5:34
  have
• 5:34
  different
• 5:34
  projections.
• 5:35
  So
• 5:36
  I
• 5:37
  would
• 5:37
  say
• 5:37
  it's
• 5:37
  kind
• 5:38
  of
• 5:38
  scattered.
• 5:38
  We
• 5:39
  haven't
• 5:39
  done
• 5:39
  like
• 5:39
  a
• 5:40
  survey
• 5:41
  yet,
• 5:41
  but
• 5:41
  that's
• 5:42
  probably
• 5:42
  something
• 5:42
  we
• 5:42
  should
• 5:42
  do
• 5:42
  next.
• 5:43
  But
• 5:43
  the
• 5:43
  idea.
• 5:43
  The
• 5:44
  idea
• 5:44
  is
• 5:44
  to
• 5:44
  prepare
• 5:45
  the
• 5:45
  retail
• 5:45
  leaders
• 5:45
  of
• 5:46
  today
• 5:46
  and
• 5:46
  tomorrow
• 5:47
  for
• 5:47
  the
• 5:48
  scenarios.
• 5:48
  Right.
• 5:48
  And
• 5:49
  then
• 5:49
  allow
• 5:49
  them
• 5:49
  to
• 5:50
  choose
• 5:50
  which
• 5:50
  of
• 5:50
  the
• 5:50
  scenarios
• 5:51
  they
• 5:51
  want
• 5:51
  to
• 5:51
  fall
• 5:51
  on,
• 5:52
  given
• 5:52
  whatever
• 5:53
  psychological
• 5:53
  dimensions
• 5:54
  they
• 5:54
  want
• 5:54
  to
• 5:54
  bring
• 5:54
  to
• 5:54
  the
• 5:54
  discussion,
• 5:55
  I
• 5:55
  would
• 5:55
  imagine.
• 5:56
  Yeah.
• 5:56
  And
• 5:56
  really
• 5:57
  identify
• 5:58
  those
• 5:58
  no
• 5:58
  regret
• 5:59
  moves
• 6:00
  that
• 6:00
  will
• 6:01
  help
• 6:01
  them
• 6:01
  to
• 6:01
  succeed
• 6:03
  no
• 6:03
  matter
• 6:03
  what
• 6:03
  scenario
• 6:05
  plays
• 6:05
  out.
• 6:06
  Exactly.
• 6:06
  So
• 6:08
  we've
• 6:09
  actually
• 6:09
  also
• 6:09
  done
• 6:10
  short
• 6:11
  movies
• 6:11
  of
• 6:12
  fictive
• 6:12
  companies
• 6:13
  and
• 6:13
  how
• 6:14
  they
• 6:14
  succeed
• 6:15
  in
• 6:15
  each
• 6:15
  of
• 6:15
  these
• 6:16
  different
• 6:16
  scenarios.
• 6:16
  So
• 6:17
  we
• 6:17
  have
• 6:17
  a
• 6:17
  fashion
• 6:18
  retailer,
• 6:18
  a
• 6:18
  furniture
• 6:19
  retailer,
• 6:19
  a
• 6:19
  grocery
• 6:21
  and
• 6:21
  a
• 6:22
  coffee
• 6:22
  chain.
• 6:23
  So
• 6:24
  that's
• 6:25
  also
• 6:25
  helping
• 6:26
  companies
• 6:27
  to
• 6:27
  be
• 6:27
  inspired.
• 6:28
  All
• 6:28
  made
• 6:28
  with
• 6:28
  the
• 6:29
  help
• 6:29
  of
• 6:29
  AI
• 6:29
  too,
• 6:29
  I
• 6:29
  imagine,
• 6:30
  those
• 6:30
  videos.
• 6:30
  Right,
• 6:31
  of
• 6:31
  course,
• 6:31
  yeah.
• 6:32
  Actually,
• 6:32
  they
• 6:32
  kicked
• 6:32
  that
• 6:32
  off.
• 6:33
  The
• 6:33
  conference
• 6:33
  kicked
• 6:33
  off
• 6:34
  here
• 6:34
  yesterday
• 6:34
  with
• 6:34
  an
• 6:34
  AI
• 6:35
  made
• 6:35
  video,
• 6:35
  and
• 6:35
  they
• 6:35
  intentionally
• 6:36
  said
• 6:36
  that,
• 6:36
  which
• 6:36
  was
• 6:37
  great.
• 6:37
  All
• 6:37
  right,
• 6:38
  Stephen,
• 6:38
  let's
• 6:38
  bring
• 6:38
  you
• 6:38
  into
• 6:39
  the
• 6:39
  conversation
• 6:39
  now
• 6:39
  because
• 6:40
  I'm
• 6:40
  curious.
• 6:40
  So.
• 6:41
  So
• 6:41
  Mylon
• 6:41
  just
• 6:41
  did
• 6:42
  a
• 6:42
  great
• 6:42
  job
• 6:42
  kind
• 6:42
  of
• 6:43
  painting
• 6:43
  the
• 6:43
  pictures
• 6:44
  of
• 6:44
  the
• 6:44
  four
• 6:44
  different
• 6:45
  scenarios
• 6:45
  that
• 6:45
  you
• 6:46
  and
• 6:46
  I
• 6:46
  think,
• 6:47
  you
• 6:47
  know,
• 6:47
  could
• 6:47
  play
• 6:47
  out
• 6:48
  here
• 6:48
  and
• 6:48
  that
• 6:48
  people
• 6:48
  need
• 6:48
  to
• 6:48
  be
• 6:49
  aware
• 6:49
  of.
• 6:49
  But
• 6:49
  I'm
• 6:50
  curious
• 6:50
  for
• 6:50
  you,
• 6:51
  how
• 6:52
  quickly
• 6:52
  will
• 6:53
  the
• 6:53
  operational
• 6:54
  models
• 6:54
  change
• 6:54
  and
• 6:55
  shift
• 6:55
  because
• 6:55
  of
• 6:56
  AI?
• 6:57
  I
• 6:57
  think
• 6:57
  that's
• 6:57
  the
• 6:58
  key.
• 6:58
  Right.
• 6:58
  Is
• 6:59
  there's
• 6:59
  no
• 6:59
  doubt
• 6:59
  that
• 6:59
  the
• 7:00
  change
• 7:00
  itself
• 7:00
  is
• 7:00
  going
• 7:00
  to
• 7:01
  be
• 7:01
  immense.
• 7:01
  But
• 7:02
  our
• 7:03
  contention
• 7:03
  is
• 7:03
  that
• 7:04
  it's
• 7:04
  not
• 7:04
  as
• 7:04
  fast
• 7:05
  or
• 7:05
  as
• 7:05
  scaled
• 7:05
  as
• 7:06
  all
• 7:06
  the
• 7:06
  hype
• 7:06
  would
• 7:06
  let
• 7:06
  you
• 7:07
  believe.
• 7:08
  That's
• 7:08
  good
• 7:08
  to
• 7:08
  hear.
• 7:09
  But
• 7:09
  it's
• 7:09
  going
• 7:10
  to
• 7:10
  happen.
• 7:10
  But
• 7:10
  it's
• 7:11
  just
• 7:11
  a
• 7:11
  matter
• 7:11
  of
• 7:11
  everybody
• 7:12
  thinks
• 7:12
  it's
• 7:12
  going
• 7:12
  to
• 7:12
  happen
• 7:12
  tomorrow.
• 7:13
  And
• 7:13
  of
• 7:13
  course
• 7:13
  it's
• 7:13
  not.
• 7:14
  The
• 7:14
  way
• 7:14
  we
• 7:14
  look
• 7:15
  at
• 7:15
  it
• 7:15
  is
• 7:16
  in
• 7:16
  our
• 7:16
  recent
• 7:17
  report
• 7:17
  of
• 7:17
  AI
• 7:18
  in
• 7:19
  the
• 7:19
  future
• 7:19
  for
• 7:19
  2030.
• 7:21
  Retailers
• 7:21
  who
• 7:21
  really
• 7:22
  double
• 7:22
  down
• 7:22
  and
• 7:22
  are
• 7:22
  intentional
• 7:23
  about
• 7:25
  treating
• 7:25
  data
• 7:25
  as
• 7:26
  architecture,
• 7:26
  being
• 7:27
  intentional
• 7:27
  about
• 7:28
  AI
• 7:28
  as
• 7:29
  infrastructure
• 7:30
  and
• 7:30
  moving
• 7:31
  forward,
• 7:31
  they're
• 7:31
  the
• 7:31
  ones
• 7:31
  that
• 7:32
  are
• 7:32
  going
• 7:32
  to
• 7:32
  see
• 7:32
  the
• 7:32
  most
• 7:32
  change
• 7:33
  the
• 7:33
  fastest,
• 7:35
  and
• 7:35
  they're
• 7:36
  going
• 7:36
  to
• 7:36
  be
• 7:36
  the
• 7:36
  ones
• 7:36
  that
• 7:36
  are
• 7:36
  going
• 7:36
  to
• 7:36
  come
• 7:36
  out
• 7:37
  ahead
• 7:37
  by
• 7:37
  2030
• 7:38
  for
• 7:38
  sure.
• 7:39
  But
• 7:39
  for
• 7:39
  most
• 7:39
  people,
• 7:40
  you're
• 7:40
  not
• 7:40
  really
• 7:40
  going
• 7:40
  to
• 7:40
  see
• 7:40
  the
• 7:41
  change
• 7:41
  by
• 7:41
  the
• 7:42
  end
• 7:42
  of
• 7:42
  2026.
• 7:43
  Right.
• 7:43
  So
• 7:43
  everybody's
• 7:43
  like,
• 7:44
  okay,
• 7:44
  but
• 7:44
  that
• 7:44
  doesn't
• 7:44
  mean
• 7:45
  you
• 7:45
  should
• 7:45
  slow
• 7:45
  down.
• 7:46
  So
• 7:46
  it's
• 7:47
  this
• 7:47
  contention
• 7:47
  for
• 7:48
  leaders
• 7:48
  that
• 7:49
  how
• 7:49
  fast
• 7:49
  do
• 7:50
  I
• 7:50
  go?
• 7:51
  How
• 7:51
  long
• 7:51
  do
• 7:52
  I
• 7:52
  wait
• 7:52
  for
• 7:52
  standards
• 7:52
  to
• 7:53
  emerge?
• 7:53
  Where.
• 7:54
  Where
• 7:54
  do
• 7:54
  I
• 7:54
  start?
• 7:54
  And
• 7:55
  so
• 7:55
  if
• 7:55
  you
• 7:55
  really
• 7:55
  are
• 7:56
  intentional
• 7:56
  and
• 7:57
  work
• 7:57
  on
• 7:58
  infrastructure
• 7:58
  architecture
• 7:59
  for
• 7:59
  AI
• 8:00
  data
• 8:00
  in
• 8:01
  particular,
• 8:01
  that's
• 8:02
  going
• 8:02
  to
• 8:02
  set
• 8:02
  you
• 8:02
  up
• 8:02
  for
• 8:02
  Success
• 8:03
  and
• 8:03
  help
• 8:03
  you
• 8:04
  be
• 8:04
  faster
• 8:04
  than
• 8:04
  your
• 8:04
  competition,
• 8:05
  which
• 8:05
  ultimately
• 8:06
  is
• 8:06
  the
• 8:06
  goal.
• 8:06
  Yeah.
• 8:07
  And
• 8:07
  be
• 8:07
  prepared
• 8:07
  for
• 8:08
  any
• 8:08
  of
• 8:08
  the
• 8:08
  scenarios
• 8:08
  like
• 8:08
  Marlon
• 8:09
  just
• 8:09
  talked
• 8:09
  about.
• 8:09
  That's
• 8:09
  right.
• 8:10
  Okay,
• 8:10
  so
• 8:10
  I'm
• 8:10
  curious
• 8:11
  then.
• 8:11
  So
• 8:11
  you
• 8:11
  know,
• 8:11
  you
• 8:12
  said
• 8:12
  Marlon
• 8:12
  said
• 8:13
  agentic
• 8:14
  AI
• 8:14
  seems
• 8:14
  like
• 8:14
  the
• 8:15
  talk
• 8:15
  of
• 8:15
  the
• 8:15
  town
• 8:15
  at
• 8:15
  every
• 8:15
  conference
• 8:16
  I
• 8:16
  go
• 8:16
  to.
• 8:16
  Whether
• 8:17
  right
• 8:17
  or
• 8:17
  wrong.
• 8:18
  When
• 8:18
  you
• 8:19
  look
• 8:19
  at
• 8:19
  it,
• 8:19
  Steven,
• 8:19
  from
• 8:19
  an
• 8:20
  organizational
• 8:21
  perspective,
• 8:21
  where
• 8:22
  will
• 8:22
  the
• 8:22
  moves
• 8:23
  to
• 8:23
  agentic
• 8:24
  happen
• 8:25
  first?
• 8:26
  Sure.
• 8:27
  If
• 8:27
  you
• 8:27
  think
• 8:27
  about
• 8:28
  the
• 8:28
  areas
• 8:29
  within
• 8:29
  an
• 8:29
  organization
• 8:30
  for
• 8:30
  retailers
• 8:31
  where
• 8:32
  decision
• 8:32
  velocity
• 8:33
  is
• 8:33
  high
• 8:34
  and
• 8:34
  data
• 8:34
  is
• 8:35
  dense,
• 8:35
  those
• 8:35
  are
• 8:36
  the
• 8:36
  areas
• 8:36
  that
• 8:36
  are
• 8:36
  going
• 8:36
  to
• 8:36
  be
• 8:37
  affected
• 8:37
  and
• 8:37
  really
• 8:38
  have
• 8:38
  the
• 8:38
  biggest
• 8:38
  opportunity.
• 8:39
  So
• 8:40
  specifically,
• 8:40
  three
• 8:40
  come
• 8:41
  to
• 8:41
  mind.
• 8:41
  Right.
• 8:42
  Merchandising
• 8:42
  and
• 8:43
  supply
• 8:43
  chain.
• 8:44
  We're
• 8:44
  already
• 8:44
  seeing
• 8:45
  agents
• 8:45
  and
• 8:45
  AI
• 8:46
  working
• 8:46
  there.
• 8:46
  Price,
• 8:47
  promotion,
• 8:48
  supplier
• 8:49
  management,
• 8:49
  happening
• 8:50
  more
• 8:50
  and
• 8:50
  more
• 8:50
  in
• 8:51
  real
• 8:51
  time.
• 8:52
  Right.
• 8:52
  Things
• 8:52
  that
• 8:52
  took
• 8:52
  category
• 8:53
  teams,
• 8:53
  weeks,
• 8:54
  months
• 8:54
  to
• 8:54
  do
• 8:54
  in
• 8:55
  advance
• 8:55
  are
• 8:55
  now
• 8:56
  being
• 8:56
  done.
• 8:56
  If
• 8:57
  they
• 8:57
  did
• 8:57
  it
• 8:57
  right.
• 8:58
  If
• 8:58
  they
• 8:58
  did
• 8:58
  it
• 8:59
  are
• 8:59
  being
• 8:59
  compressed
• 9:00
  down
• 9:00
  into
• 9:00
  weeks
• 9:00
  or
• 9:01
  even
• 9:01
  better,
• 9:01
  are
• 9:02
  turning
• 9:02
  into
• 9:02
  continuous
• 9:03
  cycles.
• 9:04
  So
• 9:04
  that's
• 9:05
  one,
• 9:05
  two.
• 9:05
  Marketing
• 9:06
  and
• 9:06
  personalization.
• 9:07
  I
• 9:07
  feel
• 9:07
  like
• 9:07
  I've
• 9:08
  been
• 9:08
  talking
• 9:08
  about
• 9:08
  personalization
• 9:08
  my
• 9:09
  entire
• 9:09
  30
• 9:09
  year
• 9:10
  career.
• 9:10
  Everybody
• 9:11
  is
• 9:11
  hyper.
• 9:11
  Personalization,
• 9:12
  personalization
• 9:13
  at
• 9:13
  scale.
• 9:14
  But
• 9:14
  it
• 9:14
  always
• 9:14
  mattered.
• 9:15
  It
• 9:15
  still
• 9:15
  matters.
• 9:15
  So
• 9:15
  we
• 9:16
  can
• 9:16
  laugh
• 9:16
  about
• 9:16
  talking
• 9:17
  about
• 9:17
  it
• 9:17
  forever,
• 9:17
  but
• 9:17
  AI
• 9:18
  is
• 9:18
  really
• 9:18
  going
• 9:18
  to
• 9:18
  be
• 9:19
  the
• 9:19
  game
• 9:19
  changer
• 9:19
  finally
• 9:20
  for
• 9:20
  us.
• 9:21
  Not
• 9:21
  the
• 9:21
  end
• 9:22
  station
• 9:22
  probably,
• 9:22
  but
• 9:23
  definitely
• 9:23
  finally.
• 9:24
  Because
• 9:24
  AI
• 9:25
  and
• 9:25
  the
• 9:25
  agents
• 9:26
  can
• 9:26
  do
• 9:27
  so
• 9:27
  much
• 9:27
  more
• 9:27
  at
• 9:28
  scale
• 9:28
  and
• 9:28
  speed
• 9:29
  that
• 9:29
  humans
• 9:29
  just
• 9:29
  can't
• 9:30
  do.
• 9:30
  So
• 9:31
  now
• 9:31
  I
• 9:31
  have
• 9:31
  the
• 9:31
  ability
• 9:32
  to
• 9:32
  finally
• 9:33
  personalize
• 9:33
  in
• 9:34
  ways
• 9:34
  that
• 9:34
  are
• 9:34
  going
• 9:34
  to
• 9:34
  lower
• 9:34
  customer
• 9:35
  acquisition
• 9:35
  costs
• 9:36
  and
• 9:36
  are
• 9:36
  going
• 9:37
  to
• 9:37
  really
• 9:37
  drive
• 9:37
  loyalty
• 9:38
  because
• 9:38
  I'm
• 9:38
  going
• 9:38
  to
• 9:38
  be
• 9:38
  able
• 9:38
  to
• 9:39
  create
• 9:39
  those
• 9:39
  moments
• 9:39
  that
• 9:40
  matter
• 9:40
  finally
• 9:40
  with
• 9:41
  the
• 9:41
  next
• 9:41
  best
• 9:41
  actions
• 9:42
  I've
• 9:42
  been
• 9:42
  talking
• 9:42
  about
• 9:42
  for
• 9:42
  30
• 9:43
  years
• 9:43
  that
• 9:43
  actually
• 9:44
  hit
• 9:44
  at
• 9:44
  the
• 9:45
  right
• 9:45
  moment,
• 9:45
  but
• 9:46
  also
• 9:46
  not
• 9:46
  only
• 9:47
  in
• 9:47
  the
• 9:47
  consumer
• 9:47
  interaction
• 9:48
  directly,
• 9:49
  but
• 9:49
  also
• 9:49
  for
• 9:49
  the
• 9:49
  associates.
• 9:50
  So
• 9:50
  for
• 9:51
  your
• 9:51
  associates
• 9:51
  and
• 9:51
  in
• 9:51
  the
• 9:52
  retail
• 9:52
  space,
• 9:52
  they
• 9:53
  have
• 9:53
  all
• 9:53
  the
• 9:53
  information
• 9:53
  that
• 9:54
  they
• 9:54
  need
• 9:54
  to
• 9:54
  create
• 9:55
  an
• 9:55
  experience
• 9:55
  that
• 9:55
  we've
• 9:56
  always
• 9:56
  wanted.
• 9:56
  We've
• 9:56
  always
• 9:56
  been
• 9:57
  wanting
• 9:57
  these
• 9:57
  personalized
• 9:58
  experiences,
• 9:58
  whether
• 9:58
  it's
• 9:58
  in
• 9:58
  store
• 9:59
  or
• 9:59
  digital.
• 9:59
  Now
• 10:00
  I
• 10:00
  finally
• 10:00
  have
• 10:00
  the
• 10:00
  information
• 10:01
  available
• 10:01
  to
• 10:02
  prompt
• 10:02
  either
• 10:03
  an
• 10:03
  agent,
• 10:04
  a
• 10:04
  customer
• 10:05
  or
• 10:05
  an
• 10:05
  associate
• 10:06
  to
• 10:06
  do
• 10:06
  what's
• 10:07
  best
• 10:07
  next.
• 10:07
  Okay,
• 10:08
  got
• 10:08
  it.
• 10:08
  And
• 10:08
  then
• 10:09
  the
• 10:09
  last
• 10:09
  one,
• 10:09
  the
• 10:09
  last
• 10:09
  place
• 10:10
  is
• 10:10
  store
• 10:10
  operations
• 10:11
  and
• 10:11
  workforce
• 10:11
  scheduling.
• 10:12
  Right.
• 10:12
  So
• 10:12
  the
• 10:13
  mundane
• 10:13
  but
• 10:13
  the
• 10:13
  very
• 10:14
  important
• 10:15
  because
• 10:15
  now
• 10:16
  finally
• 10:16
  the.
• 10:17
  I
• 10:17
  was
• 10:17
  astounded
• 10:18
  to
• 10:19
  recently
• 10:20
  read
• 10:20
  from
• 10:20
  one
• 10:21
  of
• 10:21
  our
• 10:21
  reports
• 10:21
  that
• 10:22
  people
• 10:22
  can
• 10:22
  spend
• 10:22
  up
• 10:23
  to
• 10:23
  15
• 10:23
  hours
• 10:24
  a
• 10:24
  week
• 10:24
  on
• 10:25
  scheduling
• 10:25
  manually
• 10:26
  for
• 10:26
  a
• 10:26
  given
• 10:26
  store
• 10:27
  operation.
• 10:27
  15
• 10:28
  hours,
• 10:28
  right.
• 10:29
  Going
• 10:29
  back
• 10:29
  and
• 10:29
  forth.
• 10:29
  Hey
• 10:30
  Susie,
• 10:30
  do
• 10:30
  you
• 10:31
  have
• 10:31
  Monday
• 10:31
  off.
• 10:31
  What
• 10:32
  do
• 10:32
  you
• 10:32
  need?
• 10:32
  Right.
• 10:33
  It
• 10:33
  takes
• 10:33
  forever.
• 10:34
  Finally,
• 10:34
  now
• 10:35
  you
• 10:35
  can
• 10:35
  reduce
• 10:35
  that
• 10:36
  down
• 10:36
  to
• 10:36
  nothing
• 10:36
  automated
• 10:37
  as
• 10:37
  much
• 10:37
  as
• 10:37
  possible.
• 10:38
  And
• 10:38
  you
• 10:38
  can
• 10:38
  do
• 10:38
  it
• 10:38
  in
• 10:38
  a
• 10:38
  way
• 10:39
  so
• 10:39
  that
• 10:39
  it's
• 10:39
  smart,
• 10:39
  because
• 10:39
  that's
• 10:40
  the
• 10:40
  goal.
• 10:40
  It
• 10:40
  has
• 10:40
  to
• 10:40
  be
• 10:40
  intelligent.
• 10:41
  How
• 10:41
  am
• 10:41
  I
• 10:41
  looking
• 10:42
  at
• 10:43
  weather,
• 10:44
  inventory,
• 10:46
  personal
• 10:48
  days
• 10:48
  off,
• 10:49
  customer
• 10:49
  foot
• 10:50
  traffic.
• 10:50
  Yeah,
• 10:51
  exactly.
• 10:51
  Events.
• 10:52
  So
• 10:52
  now
• 10:53
  I
• 10:53
  can
• 10:53
  actually
• 10:53
  use
• 10:54
  those
• 10:54
  data
• 10:54
  points
• 10:55
  and
• 10:55
  AI
• 10:55
  to
• 10:56
  help
• 10:56
  automate
• 10:56
  that
• 10:56
  process.
• 10:57
  So
• 10:57
  those
• 10:57
  are
• 10:57
  the
• 10:57
  three
• 10:57
  areas
• 10:58
  where
• 10:58
  it's
• 10:58
  going
• 10:58
  to
• 10:58
  hit
• 10:58
  first.
• 10:59
  Got
• 10:59
  it.
• 10:59
  I
• 10:59
  want
• 10:59
  to
• 10:59
  dig
• 10:59
  into
• 11:00
  the
• 11:00
  second
• 11:00
  one
• 11:00
  a
• 11:00
  little
• 11:00
  bit,
• 11:01
  personalization,
• 11:01
  for
• 11:01
  a
• 11:02
  couple
• 11:02
  reasons,
• 11:02
  because
• 11:02
  one,
• 11:02
  I
• 11:03
  agree
• 11:03
  with
• 11:03
  you.
• 11:03
  Personalization
• 11:04
  is
• 11:04
  the
• 11:04
  most
• 11:04
  overused
• 11:05
  buzzword
• 11:05
  in
• 11:06
  the
• 11:06
  industry,
• 11:06
  in
• 11:06
  my
• 11:07
  opinion.
• 11:07
  But
• 11:07
  to
• 11:08
  the,
• 11:08
  to
• 11:08
  your
• 11:08
  point,
• 11:09
  it
• 11:09
  is
• 11:09
  we're
• 11:10
  at
• 11:10
  a
• 11:10
  tipping
• 11:10
  point
• 11:10
  or
• 11:10
  an
• 11:11
  inflection
• 11:11
  point
• 11:11
  in
• 11:11
  terms
• 11:11
  of
• 11:12
  how
• 11:12
  we
• 11:12
  can
• 11:12
  do
• 11:12
  it.
• 11:12
  And
• 11:13
  the
• 11:13
  thing
• 11:13
  that
• 11:13
  I
• 11:13
  was
• 11:13
  thinking
• 11:14
  about
• 11:14
  in
• 11:14
  terms
• 11:14
  of
• 11:14
  what
• 11:14
  you
• 11:14
  say
• 11:15
  is,
• 11:15
  the
• 11:15
  great
• 11:15
  thing
• 11:15
  about
• 11:16
  generative
• 11:16
  AI
• 11:16
  particularly
• 11:17
  is
• 11:17
  it
• 11:17
  allows
• 11:18
  our
• 11:18
  customers
• 11:19
  to
• 11:19
  talk
• 11:19
  to
• 11:20
  us
• 11:20
  and
• 11:20
  interact
• 11:21
  with
• 11:21
  us
• 11:21
  in
• 11:21
  a
• 11:21
  different
• 11:21
  way.
• 11:22
  That's
• 11:22
  right.
• 11:22
  Well,
• 11:22
  that
• 11:22
  enables
• 11:23
  the
• 11:23
  personalization
• 11:24
  to
• 11:24
  happen.
• 11:24
  That's
• 11:24
  a
• 11:25
  different
• 11:25
  way
• 11:25
  in
• 11:25
  a
• 11:25
  different
• 11:26
  scale.
• 11:26
  So
• 11:26
  I'm
• 11:27
  curious
• 11:27
  too,
• 11:27
  to
• 11:27
  close
• 11:28
  on
• 11:28
  this,
• 11:29
  what
• 11:29
  are
• 11:29
  your
• 11:29
  thoughts?
• 11:30
  And
• 11:30
  maybe
• 11:30
  both
• 11:30
  of
• 11:30
  you,
• 11:31
  but
• 11:31
  Stephen,
• 11:31
  let's
• 11:31
  go
• 11:31
  to
• 11:32
  you
• 11:32
  first.
• 11:32
  What
• 11:32
  are
• 11:32
  your
• 11:32
  thoughts
• 11:33
  in
• 11:33
  terms
• 11:33
  of
• 11:33
  the
• 11:34
  consumer
• 11:34
  experiences
• 11:35
  and
• 11:35
  how
• 11:35
  they're
• 11:36
  going
• 11:36
  to
• 11:36
  change
• 11:36
  because
• 11:37
  of
• 11:37
  AI,
• 11:37
  both
• 11:37
  in
• 11:38
  the
• 11:38
  digital
• 11:38
  and
• 11:38
  the
• 11:39
  physical
• 11:39
  world?
• 11:40
  Excuse
• 11:40
  me.
• 11:41
  Yeah.
• 11:41
  Think
• 11:41
  about
• 11:41
  this.
• 11:41
  Everybody
• 11:42
  is
• 11:42
  acting
• 11:43
  a
• 11:43
  little
• 11:43
  bit
• 11:43
  like,
• 11:44
  oh,
• 11:44
  agents
• 11:44
  are
• 11:44
  going
• 11:44
  to
• 11:44
  be
• 11:45
  the
• 11:45
  interface,
• 11:45
  period,
• 11:46
  full
• 11:46
  stop.
• 11:47
  They're
• 11:47
  going
• 11:47
  to
• 11:47
  be
• 11:47
  one
• 11:47
  of
• 11:48
  the
• 11:48
  interfaces
• 11:48
  and
• 11:49
  the
• 11:49
  human
• 11:50
  customer
• 11:50
  experience
• 11:50
  is
• 11:51
  still
• 11:51
  going
• 11:51
  to
• 11:51
  matter
• 11:51
  and
• 11:52
  still
• 11:52
  be
• 11:52
  a
• 11:52
  differentiator.
• 11:53
  So
• 11:53
  if
• 11:54
  you
• 11:54
  look
• 11:54
  in
• 11:54
  the
• 11:54
  digital
• 11:55
  space,
• 11:55
  right,
• 11:55
  Agentic
• 11:56
  commerce
• 11:56
  is
• 11:56
  rightfully
• 11:57
  the
• 11:57
  buzz.
• 11:57
  You've
• 11:58
  got
• 11:58
  to
• 11:58
  prepare.
• 11:58
  It
• 11:59
  is
• 11:59
  a
• 11:59
  game
• 11:59
  changer.
• 12:00
  Agents
• 12:00
  are
• 12:00
  moving
• 12:01
  from
• 12:02
  informing
• 12:02
  customers
• 12:03
  to
• 12:03
  acting
• 12:03
  on
• 12:04
  their
• 12:04
  behalf.
• 12:04
  So
• 12:05
  that
• 12:05
  is
• 12:05
  a
• 12:05
  change
• 12:06
  that
• 12:06
  is
• 12:06
  going
• 12:06
  to
• 12:07
  affect
• 12:07
  retailers
• 12:08
  heavily.
• 12:08
  I
• 12:08
  have
• 12:09
  to
• 12:09
  be
• 12:09
  able
• 12:09
  to
• 12:09
  be
• 12:09
  agent
• 12:10
  ready.
• 12:11
  My
• 12:11
  data
• 12:11
  has
• 12:11
  to
• 12:11
  be
• 12:12
  available
• 12:12
  for
• 12:13
  an
• 12:13
  agent
• 12:13
  to
• 12:13
  make
• 12:13
  a
• 12:13
  decision
• 12:14
  in
• 12:14
  real
• 12:14
  time,
• 12:15
  quickly,
• 12:16
  and
• 12:16
  possibly
• 12:17
  even
• 12:17
  convert
• 12:17
  more
• 12:18
  and
• 12:18
  more.
• 12:19
  But
• 12:19
  that
• 12:19
  said,
• 12:20
  the
• 12:20
  experience
• 12:20
  for
• 12:21
  the
• 12:21
  customer,
• 12:21
  whether
• 12:22
  they
• 12:22
  come
• 12:22
  in
• 12:22
  the
• 12:22
  store,
• 12:22
  because
• 12:23
  77%
• 12:24
  of
• 12:24
  people
• 12:24
  still
• 12:24
  discover
• 12:25
  new
• 12:25
  products
• 12:25
  in
• 12:25
  a
• 12:26
  retail
• 12:26
  setting,
• 12:26
  physically
• 12:27
  want
• 12:27
  to
• 12:27
  touch,
• 12:28
  feel,
• 12:28
  experience,
• 12:29
  look
• 12:30
  at
• 12:30
  a
• 12:30
  product,
• 12:31
  and
• 12:31
  potentially
• 12:31
  for
• 12:32
  higher
• 12:32
  consideration,
• 12:33
  products
• 12:33
  interact
• 12:34
  with
• 12:34
  an
• 12:34
  associate.
• 12:36
  That's
• 12:36
  not
• 12:36
  going
• 12:36
  to
• 12:36
  go
• 12:36
  away.
• 12:37
  It
• 12:37
  may
• 12:37
  change.
• 12:37
  It
• 12:38
  will
• 12:38
  shift.
• 12:39
  More
• 12:39
  of
• 12:39
  your
• 12:39
  commerce
• 12:40
  is
• 12:40
  going
• 12:40
  to
• 12:40
  go
• 12:41
  and
• 12:41
  be
• 12:41
  more
• 12:42
  agentic
• 12:42
  led
• 12:43
  because
• 12:43
  people
• 12:43
  are
• 12:43
  going
• 12:43
  to
• 12:43
  deal
• 12:44
  with
• 12:44
  AI
• 12:44
  interfaces
• 12:46
  versus
• 12:46
  your
• 12:47
  dot
• 12:47
  com.
• 12:48
  But
• 12:48
  that
• 12:48
  doesn't
• 12:49
  mean
• 12:49
  that
• 12:49
  the
• 12:49
  store
• 12:50
  experience
• 12:50
  is
• 12:50
  completely
• 12:51
  forgotten.
• 12:52
  So
• 12:52
  the
• 12:52
  retailers
• 12:52
  who
• 12:53
  are
• 12:53
  going
• 12:53
  to
• 12:53
  differentiate
• 12:53
  against
• 12:54
  competition
• 12:55
  are
• 12:55
  the
• 12:55
  ones
• 12:55
  that
• 12:55
  still
• 12:56
  put
• 12:56
  a
• 12:56
  clear
• 12:56
  focus
• 12:57
  on
• 12:57
  customer
• 12:57
  experience
• 12:58
  and
• 12:59
  have
• 12:59
  that
• 12:59
  human
• 12:59
  element
• 13:00
  really
• 13:00
  thought
• 13:01
  out
• 13:01
  that
• 13:01
  is
• 13:02
  backed
• 13:02
  by
• 13:02
  all
• 13:03
  of
• 13:03
  this
• 13:03
  automation,
• 13:03
  backed
• 13:04
  by
• 13:04
  this
• 13:04
  data,
• 13:05
  and
• 13:05
  is
• 13:05
  really
• 13:05
  driven
• 13:06
  and
• 13:06
  not
• 13:07
  superseded.
• 13:08
  Yeah,
• 13:08
  that's
• 13:09
  been
• 13:09
  my
• 13:09
  takeaway
• 13:09
  from
• 13:10
  the
• 13:10
  show.
• 13:10
  It's
• 13:10
  really
• 13:10
  the
• 13:10
  human
• 13:11
  enhanced
• 13:11
  element
• 13:12
  from
• 13:12
  AI.
• 13:13
  That's
• 13:13
  right.
• 13:13
  Like,
• 13:13
  it's
• 13:13
  not
• 13:14
  about
• 13:14
  the
• 13:14
  physical
• 13:15
  necessarily
• 13:15
  of
• 13:16
  the
• 13:16
  retail,
• 13:16
  but
• 13:16
  it's
• 13:16
  the
• 13:16
  human
• 13:17
  element
• 13:17
  of
• 13:18
  what
• 13:18
  I
• 13:18
  can
• 13:19
  do
• 13:19
  and
• 13:19
  how
• 13:19
  it
• 13:19
  can
• 13:19
  bridge
• 13:20
  new
• 13:20
  connections.
• 13:20
  Going
• 13:21
  back
• 13:21
  to
• 13:21
  what
• 13:21
  we
• 13:21
  were
• 13:21
  saying
• 13:21
  before.
• 13:22
  Man,
• 13:22
  let's
• 13:23
  give
• 13:23
  you
• 13:23
  the
• 13:23
  last
• 13:23
  word
• 13:23
  here.
• 13:23
  Any
• 13:24
  closing
• 13:24
  thoughts
• 13:25
  before
• 13:25
  we
• 13:25
  wrap
• 13:25
  up?
• 13:26
  No,
• 13:26
  I
• 13:26
  fully
• 13:27
  agree
• 13:27
  with
• 13:27
  you,
• 13:27
  Stephen.
• 13:27
  I
• 13:28
  mean,
• 13:28
  retail
• 13:28
  is
• 13:28
  always
• 13:29
  been
• 13:29
  a
• 13:29
  human
• 13:30
  business
• 13:30
  and
• 13:31
  I
• 13:31
  don't
• 13:31
  think
• 13:31
  we're
• 13:32
  going
• 13:32
  to
• 13:32
  see
• 13:32
  that
• 13:32
  going
• 13:32
  away
• 13:33
  anytime
• 13:33
  soon.
• 13:34
  Of
• 13:34
  course,
• 13:34
  Atlantic
• 13:35
  Commerce,
• 13:35
  that's
• 13:35
  the
• 13:35
  hottest
• 13:36
  topic
• 13:36
  in
• 13:37
  this
• 13:37
  conference
• 13:37
  and
• 13:37
  in
• 13:38
  all
• 13:38
  other
• 13:38
  conference
• 13:38
  right
• 13:39
  now.
• 13:39
  And
• 13:40
  it
• 13:40
  will
• 13:40
  happen
• 13:40
  and
• 13:41
  it
• 13:41
  will
• 13:41
  change
• 13:41
  a
• 13:41
  lot.
• 13:42
  But
• 13:42
  we
• 13:43
  still
• 13:43
  want
• 13:43
  that
• 13:44
  human
• 13:44
  connection
• 13:45
  as
• 13:45
  consumers.
• 13:46
  So
• 13:47
  that's
• 13:47
  going
• 13:47
  to
• 13:47
  be
• 13:47
  important.
• 13:48
  Yeah,
• 13:48
  well
• 13:48
  said,
• 13:48
  well
• 13:49
  said.
• 13:49
  That
• 13:50
  actually
• 13:50
  gives
• 13:50
  me
• 13:50
  hope
• 13:51
  for
• 13:51
  that.
• 13:52
  The
• 13:52
  future
• 13:52
  is
• 13:52
  not
• 13:52
  dystopian
• 13:53
  too.
• 13:53
  You
• 13:53
  know,
• 13:54
  at
• 13:54
  the
• 13:54
  end
• 13:54
  of
• 13:54
  the.
• 13:54
  Day,
• 13:54
  I'm
• 13:55
  also
• 13:55
  positive.
• 13:55
  Right.
• 13:56
  Are
• 13:56
  you
• 13:56
  okay?
• 13:56
  I
• 13:56
  should
• 13:56
  have
• 13:56
  asked
• 13:57
  you
• 13:57
  that.
• 13:57
  Yes.
• 13:57
  All
• 13:57
  right.
• 13:58
  Humans
• 13:58
  aren't
• 13:58
  replaced.
• 13:59
  They
• 13:59
  just.
• 13:59
  They're
• 14:00
  just
• 14:00
  supported.
• 14:00
  Right,
• 14:01
  right,
• 14:01
  right,
• 14:01
  right,
• 14:02
  right.
• 14:02
  All
• 14:02
  right,
• 14:03
  well,
• 14:03
  thank
• 14:03
  you
• 14:03
  both.
• 14:03
  Thank
• 14:04
  you
• 14:04
  very
• 14:04
  much.
• 14:04
  That
• 14:04
  was
• 14:04
  really
• 14:04
  interesting,
• 14:05
  really
• 14:05
  enlightening
• 14:06
  discussion.
• 14:07
  If
• 14:07
  you
• 14:07
  want
• 14:07
  to
• 14:08
  go
• 14:08
  ahead
• 14:08
  and
• 14:08
  read
• 14:08
  the
• 14:08
  report,
• 14:09
  you
• 14:09
  know,
• 14:09
  where
• 14:09
  can
• 14:09
  they
• 14:10
  find
• 14:10
  the
• 14:10
  report?
• 14:12
  We
• 14:12
  have
• 14:13
  a
• 14:13
  good
• 14:13
  link
• 14:13
  that
• 14:14
  we'll
• 14:14
  post
• 14:14
  on
• 14:14
  LinkedIn
• 14:15
  or
• 14:15
  otherwise.
• 14:15
  Just
• 14:16
  reach
• 14:16
  out
• 14:16
  to
• 14:16
  us.
• 14:16
  Okay,
• 14:17
  perfect.
• 14:17
  Yeah.
• 14:17
  What's
• 14:17
  the
• 14:18
  best
• 14:18
  way
• 14:18
  for
• 14:18
  people
• 14:18
  to
• 14:18
  reach
• 14:18
  out
• 14:18
  to
• 14:18
  you?
• 14:19
  Just
• 14:19
  on
• 14:19
  LinkedIn,
• 14:19
  I
• 14:19
  think
• 14:20
  LinkedIn.
• 14:20
  It's
• 14:20
  probably
• 14:20
  the
• 14:20
  best.
• 14:21
  That's
• 14:21
  the
• 14:21
  best.
• 14:21
  Thank
• 14:22
  you
• 14:22
  so
• 14:22
  much
• 14:22
  for
• 14:22
  having
• 14:22
  us.
• 14:23
  Yeah,
• 14:23
  absolutely.
• 14:23
  Yeah.
• 14:23
  Thank
• 14:23
  you.
• 14:24
  All
• 14:24
  right,
• 14:24
  well,
• 14:24
  thank
• 14:25
  you
• 14:25
  very
• 14:25
  much.
• 14:25
  Thank
• 14:26
  you
• 14:26
  to
• 14:26
  Vuzion
• 14:26
  for
• 14:26
  sponsoring
• 14:27
  our
• 14:27
  coverage
• 14:27
  at
• 14:27
  the
• 14:28
  World
• 14:28
  Retail
• 14:28
  Congress
• 14:29
  and
• 14:29
  to
• 14:29
  all
• 14:30
  our
• 14:30
  fans
• 14:30
  out
• 14:30
  there,
• 14:31
  as
• 14:31
  always,
• 14:31
  be
• 14:32
  careful
• 14:32
  out
• 14:32
  there.