Brands and retailers are facing a sector being reshaped by rising consumer expectations, margin pressure, supply chain volatility and rapid shifts in buying behaviours. Leaders are already harnessing AI to meet this complexity; personalising customer experiences, predicting consumer needs before they arise, and optimising inventory and pricing in real time.
68% of Consumer and Retail CEOs say they expect to see a return on their AI investment within 1–3 years*, but how do you scale the value of these use cases?
Delivering real value from these use cases takes an understanding of where AI is the best answer. It takes knowing where to prioritise your investments. It takes a clear, strategic AI road map, IT infrastructure that’s AI ready, and a workforce who are confident and comfortable using AI. And underpinning all of this, it takes trust that your AI solutions are ethical and secure.
AI is no longer just a technology initiative, it is quickly becoming a competitive advantage for retailers and consumer brands that want to operate with greater speed, intelligence, and efficiency.
We help consumer and retail organisations identify AI opportunities that go beyond cost-savings to competitive advantage, implement practical and scalable AI solutions, and build the internal capabilities and culture needed to leverage AI across the business.
Want to chat about how AI could become your competitive advantage?
How we can help
Value is key to your customers. And it’s important for you too. But many retail and consumer businesses we’re talking with are unsure how to unlock the full value of AI and integrate it fully into their business operations. Sound like you?
We’re helping businesses like yours prioritise their AI investments and achieve value. Take the major retailer looking to identify where AI could deliver cost savings in its contact centre. We worked with it to develop customer journey blueprints and build a roadmap for implementation.
And take the organisations that have implemented Dash, our intelligent insights platform, to gain an indepth view of area health, competition, buying habits and future demand for products.
We help you:
- Understand the art of the possible to agree on strategic priorities and areas for AI investment
- Define your AI-enabled future operating model
- Build an AI business case and implementation roadmap
- Identify where AI will deliver the greatest ROI across your business functions
- Transform customer experience and deliver hyper-personalisation
What gives your brand strength? Trust. Trust that you provide value for money. Trust that your deliver quality products. Trust that you deliver great customer service. Trust that you’re an ethical business.
Do your customers trust AI to deal with their queries? Do your people trust AI to give them accurate information? Do you?
And what about AI cybersecurity risks? Can your existing security measures stand up to the new cyber threats that come from embedding AI into your IT infrastructure?
We build trust into our AI frameworks by design. That means you can have confidence that your AI solutions are implemented safely and ethically.
We help you:
- Answer the question, “should we do it?” – does it benefit your customers or wider society? Is it ethical?
- Deploy your AI solutions in an ethical and responsible way with our KPMG Trusted AI framework
- Improve cyber security and be prepared to respond and recover fast
- Understand how AI legislation impacts your plans
- Establish pragmatic risk and controls frameworks
What are the quickest wins with AI? It’s often from handling time intensive admin tasks. Take a contact centre environment. Customer queries can be routed through to AI that can deliver near-human like customer service. That frees your people to take on more complex questions.
AI can also augment your people, helping them improve the service they offer by providing real-time suggestions for suitable products.
But how comfortable are your people in working with an AI colleague? And do they have the skills to get the most from your AI tools?
We help you:
- Manage the necessary change, including redesigning your organisational structure
- Upskill your workforce to use AI-enabled tools and to build a culture of trust
- Understand what your future workforce looks like and align capacity with priority areas
- Redesign your employee roles and experiences for a workplace where your people are augmented by AI
- Embed AI over the long-term – we make it happen and make it stick
Legacy operating models, designed for a world of in-store, physical transactions, are struggling under the pressure of today’s hyper-connected, always-on shopping landscape. Even where you’ve updated your tech platforms, are you confident they’re fit for AI?
You need infrastructure and tech that enables you to implement AI at scale. We work with our global tech alliances to help you do just that.
We help you:
- Evaluate your existing IT resources to check they’ll support AI
- Build, deploy and support scalable and flexible cloud-based AI models
- Integrate AI with your existing tech stack
- Jumpstart your AI journey by enabling safe experimentation with Gen AI tools
- Scale proven AI use cases across your organisation
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