Machine Learning

More than any generation before it, Gen Z has high expectations related to customer service and engagement across emerging channels.   That’s according to a new report by American Express, “Raising the Bar: How Gen Z Expectations Are Reshaping Brand Experiences.” The study, conducted by Forrester Research, surveyed 1,027 North American Gen Y (ages 23 to 37) and Gen Z consumers (ages 16 to 22).   

What will the stores of the future be like? It’s certainly not a new question, but it’s one that seems to have taken on increased urgency as the shift to digital continues and retailers, some of them under siege from more nimble online competitors, wrestle with how to ensure their stores remain relevant going forward. It’s also a question that is sure to be top of mind for the shopping center owners and brokers who gather at the end of May in Las Vegas for RECon, the annual retail real estate confab.

The United Kingdom is preparing for Amazon’s newest technology hub — a lab that will focus on innovations from artificial intelligence to machine learning.   The online giant plans to open a new 60,000 sq. ft. development center in Cambridge this fall. The facility will have the capacity to employ more than 400 associates, including machine learning scientists, knowledge engineers, data scientists, mathematical modelers, speech scientists and software engineers.  

Walmart’s tech start-up has added a new leader.   The retail giant’s newly launched startup investment arm, called Store No. 8, has named Jenny Fleiss as one of its chief executives, according to Reuters. Fleiss is the co-founder and former head of business development for Rent the Runway.   

Ulta Beauty chain is adding a new “consultant” to its in-store team.   Through its partnership with hair color brand Madison Reed, Ulta is deploying a color-recognition chatbot (called Madi) that gives consultations similar to those customers receive from a professional colorist in a hair salon.     Described by Madison Reed as the industry’s first-ever color-recognition chatbot, Madi combines artificial intelligence and selfies to engage in-store shoppers.   

Fashion retailer abof is breaking new ground by leveraging machine learning and natural language to better service its online shoppers.    Aditya Birla Online Fashion (abof) sells apparel, footwear and accessories for men and women, and has a strong millennial consumer base. Knowing this customer segment expects a highly convenient and distinctive customer service, abof needed a way to personalize its online experience.  

Getting a handle on innovative technologies can be overwhelming — especially for parents of Generation X’ers and millennials.    To keep its associates’ moms in the know, 1-800 Flowers is hosting an educational, hands-on experience showcasing how the company fosters a culture of innovation and leverages emerging technologies.  

Target Corp. is stepping up its inventory management.   The discount retailer is partnering with Avery Dennison to deploy radio frequency identification (RFID) technology to more than 1,600 stores. The deployment, described by the technology provider as the largest of its kind, will help Target  maximize inventory availability and deliver an enhanced shopper experience.   

The nation’s largest retailer is delving deeper into e-commerce and evolving technology with its newest investment.   Walmart has formed Store No. 8, a technology incubator that will be based in the Silicon Valley. (The new initiative is named after an early Walmart store that company founder Sam Walton used to try out new retail strategies.)  

Retailers remain stuck when it comes to Internet of Things (IoT) initiatives, according to “The Internet of Things in Retail: Getting Beyond the Hype.”   The second annual report from RSR shows that retailers are increasingly aware of the impact of IoT on customer engagement and competitive advantage. Yet, they are still hesitant to invest in cutting edge technologies due to operational challenges and a lack of supporting infrastructure.