Smart and Human
Navigating AI Between Efficiency and Customer Centricity
Authors: Gianluca Scheidegger, Johannes C. Bauer
GDI Study No. 60
Languages: English, German
DOI 10.59986/MDYS7468
Not a day goes by without artificial intelligence making new advances and shaping our everyday lives even more. The retail sector isn't immune to such developments either. The 'Smart and Human' study offers a variety of perspectives on the potential and risks of AI for companies, employees and customers.
A representative survey of more than 3000 consumers in Switzerland, Germany and Austria sheds light on the uncertainties and needs of customers. A survey of about 300 retail managers in Germany and Switzerland shows whether companies are taking these concerns seriously. It also provides insight into companies' AI strategies and investment plans.
Successful strategies for an AI-shaped future
How can AI create real added value for employees and customers alike? What are the hopes and concerns of retail managers given these changes? And in which areas will human skills remain essential? The TRADE framework offers practical support for successful implementation of AI measures based on the study's findings.
The authors of the study
