Dr. Eva Ponce and Laura Allegue write in Supply Chain Xchange that as retailers increasingly use artificial intelligence (AI) to create customized shopping experiences, supply chains are under pressure to improve product availability, visibility, and inventory accuracy.
Consumers are increasingly seeking shopping experiences that are specifically tailored to their unique preferences and needs. According to the 2024 study “The State of Customer Service and CX” conducted by CX consultant Shep Hyken, 81% of customers prefer companies that offer a personalized experience. The consumer intelligence company NielsenIQ has also found that consumers demand richer, more informative, and more personalized online experiences. To meet these demands for hyper-personalized shopping experiences that are both convenient and engaging, companies are increasingly turning to technology solutions that are powered by artificial intelligence (AI). The latest MIT Annual Omnichannel survey, which explored how companies use AI in omnichannel retailing, highlights this trend. According to the research, AI is becoming a critically important enabler of retailers’ efforts to customize omnichannel shopping and improve key capabilities related to these efforts, such as inventory management.
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