In today's competitive retail environment, a superior customer experience (CX) is no longer a luxury—it's a necessity. Factors such as optimized inventory management, engaged and satisfied associates, seamless technology integration, and improved accessibility all contribute to a positive CX that fosters customer loyalty and drives growth. And generative AI is emerging as another powerful lever: It “has the potential to increase retailer engagement and reinvent the customer experience across the entire customer journey,” write McKinsey’s Emily Reasor and coauthors. Take stock of ways retail players can improve both their bottom line and customers’ holiday shopping experiences, and explore Quantum Black, AI by McKinsey for more on fueling growth through AI and data.
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