Humanizing Retail Digital Transformation in 2026

As artificial intelligence and immersive technologies dominate the headlines, the core of the industry remains unchanged: the human connection. In this episode of Rethink Retail, Monica San José (Retail Escool) and Richard Honiball (NEXCOM) explore why a successful retail digital transformation must be rooted in a company’s mission and values rather than technology for technology's sake. From the shop floor to the executive suite, our guests share 25+ years of expertise on navigating the "AI wave" while staying authentic to the consumer. Key Takeaways: - Mission Over Machines: Why leading with values and service is the only way to differentiate in a crowded market. - The Gen Z & Alpha Factor: Understanding why younger generations crave community and authenticity over traditional status-driven marketing. - Strategic Innovation: A cautionary look at immersive commerce (AR/VR) and gaming platforms like Roblox, why your core strategy must be solid before you "jump in." - Cultural Evolution: Why true retail digital transformation requires overcoming the human fear of replacement and fostering a culture of innovation from the ground up.