The evolution of shopping—from physical stores to online platforms—has now reached a new phase as brands leverage AI to craft innovative customer experiences. At the Fast Company Innovation Festival in New York, executives named as part of Fast Company’s “Pacesetters” shared how AI is advancing both the customer journey and their businesses. Fran Bell, CTO at The Home Depot, highlighted their Magic Apron AI assistant, designed to support both professional and DIY customers before and after purchases, improving in-store interactions and empowering associates. Eugene Nikolavsky, CIO at Stellantis, described an AI-driven customer experience that bridges online and dealership interactions for their automotive brands, enhancing engagement throughout the product lifecycle. Both emphasize putting the customer first, using AI to augment human expertise and streamline shopping in meaningful ways.
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