NRF 2023 promises to be "retail's big show", and - in preparation - some of the most prominent players in big tech have made exciting announcements.
Yet, it's not only Google, Samsung, and Lenovo, as the title may suggest. Other CX stalwarts – including AWS, Fujitsu, and Kore.ai – also hit the headlines.
Taking each of these vendors into consideration, here is a rundown of the event’s most eye-catching CX news.
Google Cloud Launches Four AI-Driven Innovations
Google Cloud has released four new and updated AI technologies. These aim to transform eCommerce and in-store experiences, supposedly enabling more fluid shopping journeys.
First is a Browse AI feature, which Google has added to its Discovery AI solutions portfolio for retailers. The solution uses machine learning to place items within various categories on a retailer’s website in the optimal order, with no manual intervention required.
Next is a capability that personalizes the products presented to customers as they search the site, building on Google’s existing Retail Search solution. It does so with a “product-pattern recognizer” that analyzes customer behaviors as they navigate the site, determining tastes and preferences.
Then, there are advancements to Google Cloud’s Recommendations AI solution, which provides product suggestions to online shoppers. These include:
- Page-Level Optimization – The feature dynamically presents unique recommendation panels to individual customers.
- Revenue Optimization – Using Google's DeepMind technology, this function makes more mature product recommendations to lift revenue per session.
- Buy It Again – This model harnesses the customer’s shopping history to further personalize buying suggestions, pushing repeat purchases.
Finally, Google released an “AI-powered” shelf-checking tool. It aims to offer brick-and-mortar stores a real-time view of on-shelf product availability.
With this, associates immediately understand where restocks are necessary.
Discussing the possible appeal of each innovation, Carrie Tharp, VP of Retail and Consumer, Google Cloud, added:
Despite uncertainty, the retail industry has enormous opportunity. The leaders of tomorrow will be those who address today’s most pressing in-store and online challenges with the newest technology tools, such as artificial intelligence and machine learning.
NRF 2023 attendees can learn more about these solutions by visiting Google’s event booth #5607.
Samsung Teams Up With Sprinklr to "Reinvent the Shopping Experience"
Samsung has announced that Sprinklr is its latest official software partner, making its social suite available as an integrated app across Samsung Hospitality Displays and SMART Signage.
The move allows Samsung customers to present content and data from 30+ social and digital channels from their commercial display products.
Also, businesses may manage this remotely and in real-time through Samsung’s service solutions.
Lastly, Samsung can now resell Sprinklr’s offerings to its customer base. These expand beyond its social suite, with Sprinklr also boasting a CCaaS solution that is gaining traction in the space.
Yet, Parrish Chapman, Director of Enterprise Retail Sales Key Accounts at Samsung Electronics America, stayed focused on how the partnership will advance in-store commerce experiences.