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Shaping Tomorrow’s Retail: Agentic AI and the Evolving Customer Experience
In a recent insightful commentary published on Drapers Online on June 30th, 2025, at 16:09, the potential impact of “agentic AI” on the customer experience within the retail sector was thoughtfully explored. This development signals a significant shift in how businesses will interact with their clientele, promising a more personalized, efficient, and proactive approach to customer service and engagement.
Agentic AI, at its core, refers to artificial intelligence systems designed to act autonomously and proactively on behalf of a user. Unlike traditional AI that might respond to a specific query, agentic AI can anticipate needs, initiate actions, and learn from interactions to continuously improve its performance. This capability holds immense promise for revolutionizing the retail customer journey.
One of the most anticipated changes is the elevation of personalization. Imagine an AI agent that understands a customer’s preferences, past purchase history, and even their current browsing behaviour, proactively suggesting relevant products, styling advice, or even alerting them to upcoming sales on items they’ve shown interest in. This goes beyond simply recommending similar items; it’s about creating a tailored experience that makes the customer feel understood and valued.
Furthermore, agentic AI is poised to streamline and enhance customer service. Instead of waiting in queues or navigating complex automated systems, customers could interact with intelligent agents capable of resolving a wide range of issues, from tracking orders and processing returns to answering detailed product queries. These agents could operate 24/7, offering instant support and freeing up human staff to focus on more complex or relationship-building interactions.
The article also hints at the potential for agentic AI to drive proactive engagement. This could manifest in various ways, such as anticipating a customer’s need for a replenishment of a product they frequently purchase, or even offering assistance if a customer appears to be struggling on a website or app. This proactive approach can prevent frustration and foster a sense of care and attention from the retailer.
For retailers, embracing agentic AI presents an opportunity to not only meet but exceed evolving customer expectations. By leveraging these advanced capabilities, businesses can build stronger customer relationships, foster loyalty, and ultimately drive sales in an increasingly competitive market. The commentary on Drapers Online serves as a timely reminder for the industry to explore and understand the profound transformations that agentic AI is set to bring to the forefront of retail customer experience.
Comment: How agentic AI will change the customer experience
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Drapers Online published ‘Comment: How agentic AI will change the customer experience’ at 2025-06-30 16:09. Please write a detailed article about this news in a polite tone with relevant information. Please reply in English with the article only.