AI is everywhere but it isn’t magic: the biggest retail technology news stories of the week
It’s Friday, the weekend is almost upon us, so let’s kick back and reflect on another eventful week for the retail systems space. Here's your briefing on the most important stories from the past five days, including Currys, Smart Retail Tech 2024, John Lewis, New Look, Retail Technology Show 2024, Aldi, and InPost.
1. ‘AI isn’t magic’: Currys CIO Andy Gamble discusses the pros and cons of artificial intelligence adoption
Andy Gamble, Chief Information Officer at Currys, has taken to social media to discuss time spent reviewing progress on some of the retailer’s AI initiatives.
In a LinkedIn post, he said: “As a CIO, I have already seen lots of examples of AI creating value and efficiency, but I have also seen many AI projects go nowhere.”
“The biggest trap for AI adoption was aptly described to me this week in the words of writer CEO May Habib as getting stuck in “POC Purgatory”! That is to say - AI projects stay in the proof-of-concept stage without scaling or delivering results.”
“It’s a good reminder - AI isn’t magic - it needs the same guardrails as any other initiative.”
2. Smart Retail Tech 2024: Google’s Harmony Murphy says AI can cater for customers and power growth
“Retailers need to use AI more,” said Harmony Murphy, Retail Head of Advertising at Google UK&I, in an exclusive chat with RTIH after her opening Smart Retail Tech Expo keynote speech this week at London ExCel, which discussed the transformative potential of artificial intelligence in the retail industry.
“Generative AI has democratised access and made the technology more popular than ever,” said Murphy, while encouraging retailers to deploy it in all its forms on marketing, CRM, and many other applications.
Machine learning (ML) and robotic process automation (RPA) end uses of the technology are not new.
But Murphy found it shocking in her speech that still only 28% of retailers were using AI in some form or other regularly last year, according to Google’s research carried out with Bain.
This compares to 4% in 2016 when it truly was a nascent field. ”I would expect that figure to be higher by now,” said Murphy in her presentation.
“AI is everywhere,” she continued, citing your smartphone, Excel spreadsheets and so on as common usages.
3. InPost partners with Aldi to trial parcel lockers outside a selection of the discount retailer’s UK stores
Aldi is trialling the use of parcel lockers outside a selection of its UK stores, including Glasgow, Liverpool, Colchester, Portsmouth, Gravesend, Bournemouth, Cardiff, Preston, Nuneaton, and Bristol.
Customers will be able to collect and return online orders from other retailers at select Aldi stores, thanks to the retailer’s new partnership with InPost.
Throughout March, InPost lockers will be available outside 22 Aldi stores across the country.
The trial will conclude after a 12-week period, with the aim to roll it out to more stores if successful.
4. Not On The High Street Founder Holly Tucker set to headline Retail Technology Show 2024 conference in April
Retail Technology Show has announced that Holly Tucker, Founder of Holly & Co and Not On The High Street, will deliver a keynote session as part of its 2024 conference programme.
RTS 2024 will take place at London Olympia on 24th and 25th, with Tucker delivering a keynote session on the Headline Stage during the afternoon of day one, which will explore how online retailers can use innovation to scale their e-commerce brands.
She will discuss best practice strategies for leveraging data from multiple sources across a business and how to use that insight to power informed decision-making and create the greatest business impact.
Drawing on her experiences from growing Not On The High Street from a startup to a leading UK online platform for independent retail, as well as founding Holly & Co, an organisation that supports small businesses and entrepreneurs,
Tucker will also explore which technologies present the best ROI when it comes to delivering successful and impactful data initiatives.
5. John Lewis Operations Director Naomi Simcock discusses making retail technology count, CX and AI
“I’ve got a huge supply chain and other fixed costs, so interactions have to count. Pre- and post-sales customer experience (CX) data analytics tools can help the business improve,” added Simcock.
Fun virtual experience tools can also help retailers, such as how make up or glasses would look on your face.
“But be sure to focus on the outcome you want before you deploy any retail technology,” cautioned Simcock, before adding: “Stock is our biggest cost for instance, so inventory management and real-time availability are crucial project metrics.”
Investments in that area must positively impact the bottom line.
Simcock highlighted at Smart Retail Tech Expo 2024 how even simple installations like the roll-out of headsets can help. They have helped the UK-based retailer:
Increase customer interactions and metrics.
Decrease shrinkage, which is a real problem in the UK where theft has risen as the cost-of- living crisis has hit.
Staff safety. This is related to the rise in organised criminal gangs targeting high value goods.
“Our partners must feel safe,” insisted Simcock, referencing the mutual co-owned status of her more than 150 year-old organisation where employees are partners in the business.
6. New Look enlists Accenture as it deploys Dayforce HR and payroll platform across its operations
New Look, an omnichannel fashion retailer in the United Kingdom and the Republic of Ireland, says that it has chosen Dayforce to help provide “a modern employee experience, optimise its workforce, and unify its HR and payroll processes in a single cloud HCM platform”.
With more than 8,500 employees, plus additional seasonal workers during busy holiday periods, New Look was searching for a solution to unify the employee experience across bricks and mortar stores, e-commerce, and fulfilment. It also wanted to provide the mobile first, self-serve experience its team craves.
With Dayforce, New Look says it will better optimise its labour force and support future growth, streamline scheduling and workforce management, and help maintain compliance in an evolving regulatory environment - all in one system.
There will also be the addition of on-demand pay with Dayforce Wallet in the UK.
7. Wembley Stadium and Delaware North launch Bar Tap at Carabao Cup final as Liverpool take on Chelsea
Laying claim to being the first European national stadium to use frictionless technology, Wembley Stadium and Delaware North introduced Bar Tap at the Carabao Cup final this past weekend.
The Delaware North team oversaw the project from conception to implementation, with the aim of promising a seamless experience for shoppers.
Upon entry, customers tap their cards, grab their items, and exit without any waiting time.
In a LinkedIn post, Delaware North said: “The adaptability of this innovative retail concept allows us to seamlessly tailor offerings to suit the specific type of event, ensuring a personalised experience for all our customers.”
“These improvements, alongside other stadium wide enhancements, solidify Wembley Stadium's reputation as a globally acclaimed fan first venue.”
Paul Scannell, Head of Hospitality at Wembley Stadium, commented: "We are thrilled to introduce our first food and drink service with cutting-edge frictionless technology.”
“We are constantly seeking innovative solutions to enhance the stadium experience, and the launch of Bar Tap represents a significant step forward in our mission to elevate the fan experience."
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