Retailers mustn’t coast through biggest challenge since lockdown


Sales falling at their fastest rate since lockdown highlights what a turbulent economic year 2022 is proving to be for retailers. What retail brands mustn’t do, however, is try to coast through these challenges. Amid the UK’s cost-of-living crisis, consumers now expect brands to provide a superior customer experience (CX) that is self-driven, conversational, personalised, and omnichannel.

Through collaborative intelligence technologies, both retail workers and AI can actively enhance each other’s strengths. Machines bring speed, scale, and cost savings, while humans deliver the all-important empathy and judgement throughout the customer journey. Ultimately, these capabilities will be a lifeline for retail businesses facing further economic instability as recession looms.