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  • May 8
  • 2 min read


CUSTOMER EXPERIENCE VS AGENTIC AI


The 10 things every grocery retailer MUST do in the New Age of Agentic AI


For grocery retailers, there are essentially TWO foundational applications of AI:


  1. Cost Reduction

  2. Enhanced CX



AI in Grocery: Cost Reduction


The most valuable AI investment in food retail (prioritized):


  1. Demand forecasting / inventory

  2. Waste reduction

  3. Labor optimization

  4. Supply chain optimization

  5. Checkout automation





AI in Grocery: Customer Experience



Loblaw PC Express ChatGPT app






So, What's a Grocery Retailer To Do?


Stores must dominate:


  1. Freshness confidence

  2. Inspiration & discovery

  3. Immediate problem-solving

  4. Sensory experience

  5. Socia & emotional connection


... and here are TEN WAYS to do it!


 1  Your store as "Home of the FRESHEST"











TAKEAWAY: Not just fresh in store, but help to keep it fresh at home.

Because if it looks like the image on the right after three days, they will blame YOU!



 2  Manage the HOLISTIC experience of everything you sell



TAKEAWAY: Sure, it looks and tastes great ... in your test kitchen.

But your job's not done when they buy it.



 3  Develop, then promote the excellence of your Own Brands



TAKEAWAY: It's more difficult (impossible?) for Agentic AI to compare your own brand products vs competitors than it is for national brands.



 4  Introduce unique, crafted offers you can only get in the store



TAKEAWAY: Incorporate interactive elements that foster unique and differentiated experiences and allow customers their purchases.



 5  Smart cross-merchandising takes shoppers by the hand



TAKEAWAY: AI can only go so far ... the store is the place to inspire; use your expertise to help customers get the most joy out of their food!



 6  Food as Theatre



TAKEAWAY: Inject excitement in-store with live events, active sampling, cooking demos, etc. that disrupt the norm.



 7  Be THE Destination for all of Life's Celebrations



TAKEAWAY: Celebrations have elevated expectations - make a trip to your store a MUST for anyone looking to make things special.



 8  Showcase Newness



TAKEAWAY: Profiling "newness" is not only inspiring, but reminds customers to come back to check out the latest.



 9  Manage the Message



TAKEAWAY: Orchestrate your shopping experience with focused, benefit-driven, communications that create your distinct narrative.



 10  Craft your unique human connection



TAKEAWAY: People will be the big difference-maker in the new world of Agentic AI.







 
 
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