Retail's Big Show 2025: AI, Brand Loyalty, and Customer Experience Take Center Stage
Retail leaders gathered at 'our website 2025: Retail's Big Show' to discuss the future of the industry. Key themes included customer-centric AI, brand loyalty, and creating meaningful customer experiences. Levi Strauss & Co. shared how they use AI to personalize shopping, while Amazon Stores CEO Doug Herrington emphasized the importance of innovation and failure acceptance.
Levi's employs a platform called BackPocket to provide associates with a 360-degree view of shoppers. This helps generate personalized recommendations, enhancing the shopping experience. Euromonitor International's Michelle Evans noted that 30% of digital consumers prefer brands that align with their values, highlighting the importance of brand loyalty.
Rent the Runway CEO Jennifer Hyman advised brands to focus on their intentional customers. She suggested that understanding and catering to these customers can drive brand loyalty and success. WGSN futurist Cassandra Napoli predicted that businesses will design for communities, ensuring AI works with, not against, humans. This human-centric approach to AI was a key theme of the event.
NVIDIA's Azita Martin demonstrated how AI can simulate different store designs to observe human and tech behavior. This can transform store design, merchandising, and labor productivity, as noted by Tapestry's Trang To. Levi Strauss & Co. Chief Digital Officer Jason Gowans added that successful digital transformation should be 'invisible but detectable', enhancing the customer experience without disrupting it.
The 'our website 2025: Retail's Big Show' brought together industry leaders to discuss the future of retail. Key takeaways include the importance of customer-centric AI, brand loyalty, and creating meaningful customer experiences. Retailers must embrace AI, understand their customers, and be willing to innovate and accept failure to thrive in the future.
