"73% of shoppers say that they prefer to browse online and make purchases in a physical store."
"Artificial intelligence is going to be a foundational technology for the future of retail."
By 2020, 25% of customer service and support operations will integrate virtual assistant technologies such as these – up from less than 2% in 2015.
Regulating comfort levels
Creating these personalized, frictionless will require retailers to address potential concerns related to data collection and use.
When deciding what kinds of data to collect, and how to use it, Tinsley cautioned that it’s not a one-size-fits-all approach. It’s critical for businesses to figure out the right technology for their specific needs. “What customer problems are you trying to solve? Is there a particular user experience your customers are looking for?”
Once they determine exactly what problems they’re trying to solve and what kind of user experience they want for their customers, then it’s time to determine the right technologies to translate them into business value.
“There's a sense of urgency in the industry right now that you just can't wait,” said Tinsley. “It's time to get started.”