AI in Retail: The Complex Evolution of Physical Retail

Retail Doctor Group - Consumer and Retail Transformation Experts

We're delighted to present a thought-provoking session where Brian Walker, CEO of Retail Doctor Group, reconnects with Nikki Baird, VP Strategy and Product at Aptos, for their second illuminating conversation.

Episode highlights include:

• Exploration of the physical store's critical role in creating emotional brand connections for pandemic-influenced younger consumers
• Honest discussion about the inventory pendulum swinging between physical and digital channels—and why retailers haven't found the right balance
• Fresh insights into the "store of the future" concept, including appointment-based shopping experiences and targeted inventory curation
• Practical considerations about labour challenges and addressing the global phenomenon of deteriorating customer behaviour
• Nikki's candid assessment of agentic AI at NRF 2025—separating genuine innovation from "shiny object syndrome"
• Provocative discussion about how consumer-controlled AI shopping bots might eventually commoditise retail brands
• Pragmatic evaluation of enterprise-level AI adoption and whether current enthusiasm justifies future cost implications
• The enduring truth that "consumers expect you to solve their loneliness problems" amid technological advancement

Spanning Sydney to snow-covered Colorado, this conversation offers invaluable perspective for retail leaders navigating the tension between operational efficiency and meaningful customer experiences.

Drawing from Baird's extensive career and frequent Forbes contributions, the discussion provides a balanced view of retail's technological future while acknowledging the fundamentally human nature of shopping experiences.

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