Author: Vishal Sobti

Shoptalk 2024 in Las Vegas was insightful for us. It is always exciting to meet customers in-person. Engaging with industry peers, we gained valuable insights on prevailing challenges such as delivering exceptional customer experience across all platforms.

Beyond the noise around AI, the most common business problems customers are talking of are:
How do we offer a unique custom experience to our customers across every omni-channel touch point?
Businesses have realized that there is significant upside to offering a hyper-personalized experience.

Achieving both the above business goals comes at a huge cost, and they are operational in nature.
Dependency on analytics –  extracting individual customer insights that translate to unique offers, customer journeys, creatives – and analytics is expensive.
Variations of creatives in real time for every customer – creatives are time consuming and expensive.
Unique customer journeys – dependency on expensive developers.

Gen AI has emerged as a game changer in solving all the above with a consistent quality, at large scale and affordable costs.

Hearing success stories from industry experts like Lauren Morr – Senior VP, Digital Engineering & Architecture – Abercrombie & Fitch Co., Ashley Buchanan – CEO – The Michaels Companies, Inc. and Mandeep Bhatia – VP, Global Digital Product & Omnichannel Innovation – Tapestry reinforced the value of tailored engagement strategies to provide solutions that address the challenges faced by businesses.