AI Is redefining the retail experience, but who owns the relationship?

As AI-powered assistants increasingly guide shoppers from discovery to purchase, the experience itself is being reshaped. It’s faster, more conversational, and often more helpful. But it’s also increasingly removed from the retailer. Retail customer experience has always been about understanding people, be it their needs, their preferences or their intentions in the retail space. This is vital because it informs customized and authentic responses that build trust over time.