Digital Core, Human Layer: The Future of Global Retail Innovation

In this episode of Commerce Beyond Borders, hosts Renee Hartman and Chris Baker are joined by Carl Boutet, a seasoned expert in retail technology, digital media, and AI. Carl, a faculty lecturer at McGill University and author of Blind Spots, shares his insights on the global acceleration of AI and its impact on retail. He discusses how the pandemic forced rapid digital transformation, citing examples like Best Buy's swift implementation of click-and-collect services. Carl emphasizes the importance of balancing digital innovation with human connection, arguing that while AI is now a "hygiene factor" in business, differentiation will come from empathy and purpose. He also explores the uneven distribution of retail technology adoption globally, highlighting how regions like Asia are leading in certain areas, such as social commerce and live shopping. Carl advises retailers to focus on anticipation and differentiation, leveraging AI for operational efficiency while maintaining a human-centric approach to customer engagement. The conversation concludes with Carl's thoughts on the future of retail, including the potential of contextual commerce and the need for curiosity in exploring emerging markets. Tune in for a deep dive into the evolving landscape of retail technology and AI.