Customer relations, creation of product sheets, creative and marketing content, sales forecasting, computer code, chatbots, training, SEO, supply chain… Over the past 18 months, the deployment of operational projects driven by artificial intelligence has been accelerating within retail organisations. This annual meeting in Monaco, from March 11 to 13, provided an opportunity to take stock. “The accelerating speed of AI is destabilising for this 2025 edition because every 3 months, AI makes a qualitative leap, Thierry Lernon, But’s Marketing, E-commerce and Customer Experience Director, told mind Retail. This is very true in customer relations, graphic design (richer photo and video content at lower costs) and undoubtedly data analysis. During the “before” morning meeting gathering decision-makers, everyone agreed that the chasm is right in front of us and that we don’t really know how to cross it. But we have to cross it now, in the next 3 to 6 months, not in a year or two.” Away from the plenary sessions, mind Retail spoke with industry professionals to ask their views on this issue.
Thomas Husson, Analyst, Forrester
“When it comes to generative AI, as opposed to predictive AI, which has been around for years (recommendation engines, stock forecasting), many traditional players are still in a POC mindset and are finding it difficult to adapt. Meanwhile, others, with more organisational and technological maturity, are deploying at scale. The gap between the two will widen.”
“The priority today is AI that has a direct impact on the P&L’s bottom line. In retail, the key is the supply chain and the ability to improve sales (marketing). Currently, the focus is very much on the productivity of the marketing teams, including production of creative content at scale and automated formatting alongside customer service.
