AI Reality Check: Klaviyo CEO on What’s Hype, What Matters & What Comes Next

AI is reshaping the retail landscape faster than any technology in recent memory, but with the hype comes confusion — and a lot of big questions about what AI can actually do for retailers today.In this episode of Retail Remix, host Nicole Silberstein sits down with Andrew Bialecki, Co-founder and CEO of Klaviyo, to separate reality from speculation and explore how AI is changing marketing, customer service and the entire shopping experience.Andrew shares the origin story behind Klaviyo’s “digital brain for businesses,” explains why retailers will increasingly become hybrid product-and-service companies, and breaks down the AI behaviors already shaping consumer expectations. He also takes a look into his crystal ball to offer a forward-looking perspective on how voice, avatars and in-store AI agents could define the next era of commerce.Key TakeawaysHow retailers will evolve into hybrid product-and-service brands as AI makes information and personalization easily accessible to all;Why multimodal AI — including chat, voice and in-store agents — could propel the next wave of omnichannel experiences;The role humans will continue to play in the AI future through creative direction, brand judgment and defining customer experience goals;What consumers actually want from AI: speed, summarization, better recommendations, and easier product discovery; Why the ability to do “napkin math” is critical for businesspeople of all stripes; andThe hardest thing about going from being a private to a public company.Related LinksExplore Klaviyo’s AI-powered marketing and customer relationship toolsGet more retail industry insights from Retail TouchPointsSubscribe and catch up on all episodes of Retail Remix