These are the retail technology shifts we can’t ignore, including AI, robotics and unified commerce

The future is here, but are retailers ready? It's a question addressed by Graham Broomfield, COO at Neve Jewels Group, in a thought provoking LinkedIn post.

"I've been keeping an eye on what’s happening this week across retail and e-commerce, and it’s clear: the pace of change isn’t slowing down. If anything, it’s speeding up," he said.

"Here’s what’s caught my attention: faster, smarter operations. Ocado is doubling down on robotics and automation, opening eight new fulfilment centres. In China, Alibaba and JD.com are racing to offer 30-minute delivery as standard. Fulfilment isn’t just an operational function anymore; it’s a brand promise. Speed, efficiency, and accuracy are now competitive advantages.

AI, meanwhile, has gone from buzzword to business as usual. Currys is using AI to capture ideas from its teams directly within Microsoft Teams. Klarna is now handling 25% of customer service chats through AI, cutting time and improving satisfaction. And during Prime Day, AI powered shopping tools drove 3,300% more traffic year-on-year.

Broomfield said: "This isn’t 'the future' - it’s happening now. Bringing it all together, unified commerce. Microsoft and Adyen are making payments smoother across online and in-store. Shopify’s improving how smaller retailers manage PoS, loyalty, and inventory in one place. And RFID and smart labelling are quietly making a comeback to tackle loss prevention and stock accuracy. Frictionless, connected commerce is becoming non-negotiable."

"Google’s AI Product Studio is helping brands create imagery and content faster. TikTok Shop continues to grow despite the noise, showing just how quickly social commerce is embedding itself into daily shopping behaviour. Meanwhile, Criteo and Mirakl are making retail media more accessible for smaller brands, not just the big players.

What’s the common thread? Retailers who succeed will be those who: Make AI and automation work for them now; Meet customers where they want to shop - TikTok, in-store, online, wherever; Simplify operations through better tech, not add layers of complexity; Move fast because the customer already has.

"If you’re not building your business around these shifts today, someone else is. We’re not waiting for the future of retail anymore. It’s already here," Broomfield concluded.

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.