Currys CIO Andy Gamble: AI technology brings benefits but true retail leadership still requires human touch

Will AI over time dilute authentic retail leadership, or enhance it? That was the question posed by Currys CIO, Andy Gamble in a recent LinkedIn post.

"In leadership, your tone of voice isn’t just about how you speak - it’s how you show up. It’s the clarity, the energy, and the intent behind your words. Whether you’re presenting to a board, inspiring teams, or posting to your network, how you communicate shapes what people believe," he observed.

"Today, AI can understand and replicate that voice. Over time, I’ve worked with AI tools that have learned my style: Clear but not cold; Smart without jargon; Human, energetic, and forward looking. That blend of approachability and authority is something AI can now mirror with surprising accuracy which is incredible and concerning in equal measure."

The upside is that the technology brings speed, consistency, and reach. "I can spin up strategy documents, articles, or communications faster, without losing the tone that feels authentically mine. It’s a brand amplifier and a productivity boost," Gamble said.

But, he added, AI still misses something essential: it doesn’t feel the room; it doesn’t notice the unsaid tensions; it doesn’t know when a pause, a softer word, or a simple thank you will make all the difference.

"That’s where true leadership still belongs - in human connection, empathy, and emotional intelligence," Gamble commented. "At Currys and Elkjøp Nordic (part of Currys) our retail colleagues show this every day.”

“They’re our real USP - at their best translating amazing technology into incredible experiences for customers, not through scripts or automation, but through genuine conversations, expertise, and care. They prove that while technology enables us, people connect us. The real question is will AI over time dilute authentic leadership - or enhance it?"

RTIH AI in Retail Awards

RTIH, organiser of the industry leading RTIH Innovation Awards, proudly brings you the first edition of the RTIH AI in Retail Awards, which is now open for entries. 

As we witness a digital transformation revolution across all channels, AI tools are reshaping the omnichannel game, from personalising customer experiences to optimising inventory, uncovering insights into consumer behaviour, and enhancing the human element of retailers' businesses.

With 2025 set to be the year when AI and especially gen AI shake off the ‘heavily hyped’ tag and become embedded in retail business processes, our newly launched awards celebrate global technology innovation in a fast moving omnichannel world and the resulting benefits for retailers, shoppers and employees.

Our 2025 winners will be those companies who not only recognise the potential of AI, but also make it usable in everyday work - resulting in more efficiency and innovation in all areas.

Winners will be announced at an evening event at The Barbican in Central London on Wednesday, 3rd September.

This will kick off with a drinks reception in the stunning Conservatory, followed by a three course meal, and awards ceremony in the Garden Room.

Please email our Editor, Scott Thompson, if you have any questions or need further information: scott.thompson@retailtechinnovationhub.com

Key 2025 dates

Friday, 18th July: Award entry deadline 

Tuesday, 22nd July: 2025 finalists revealed

Wednesday, 23rd July - Friday, 8th August: Judging days

Wednesday, 3rd September: Winners announced at the 2025 RTIH AI in Retail Awards Ceremony, to be held at The Barbican in Central London.