In a world where digital commerce is rapidly evolving, the physical store remains a cornerstone of retail success. Despite the surge in online shopping, a remarkable 72% of U.S. retail sales still occur in brick-and-mortar locations. The secret to thriving in this environment isn’t just about dazzling technology or seamless digital journeys—it’s about empowering the people at the heart of the in-store experience: retail associates. As the frontline of customer engagement, associates are uniquely positioned to transform every store visit into a memorable, personalized interaction. With the right AI and digital tools, they can become empowered brand ambassadors, problem-solvers, and the ultimate differentiator in omnichannel retail.
Today’s store associates are expected to do more than ever before. They guide customers, troubleshoot technology, manage fulfillment logistics, and even prevent theft—all while delivering exceptional service. Yet, many are still cut off from the real-time data and digital resources that could help them excel. The future of in-store experience lies in equipping these associates with AI-powered mobile apps, real-time inventory management, and integrated digital tools that bridge the gap between physical and digital retail.
Imagine a store associate with a mobile device powered by a custom large language model (LLM). With instant access to customer profiles, product information, and inventory data, associates can act as skilled personal shoppers—offering tailored recommendations, checking stock in real time, and even processing transactions on the spot. These AI-driven apps transform associates into trusted advisors, capable of delivering the hyper-personalized experiences that today’s shoppers crave.
One of the biggest frustrations for customers is discovering that a product they researched online is out of stock in-store. AI tools like digital shelf labels (DSLs) and RFID technology provide associates with up-to-the-minute visibility into inventory, automating restocking and reducing the risk of stockouts. Associates can quickly locate products, check availability across locations, and ensure that customers leave satisfied—turning potential disappointments into opportunities for delight.
With over 42% of e-commerce orders now involving stores—whether for same-day delivery, ship-from-store, or buy online, pick up in-store (BOPIS)—associates are increasingly tasked with managing complex fulfillment operations. AI-enhanced mobile devices can optimize pick paths, send instant notifications for new orders, and reduce fulfillment times and errors. This not only streamlines operations but also frees up associates to focus on what matters most: the customer.
Security remains a top concern for retail associates, with 84% expressing worries about loss prevention and criminal activity. AI-powered theft analytics and RFID tracking for self-checkout systems are revolutionizing store security. By automating theft detection and improving inventory accuracy, these tools allow associates to focus on customer engagement while reducing risk and shrinkage.
The modern shopper expects a seamless journey across digital and physical channels. Whether researching products online, checking reviews on a mobile device in-store, or picking up an order placed through an app, customers want consistency and convenience at every touchpoint. AI and digital tools enable associates to deliver on these expectations by integrating data and workflows across channels. Associates can access unified customer profiles, anticipate needs, and provide a level of service that feels both personal and effortless.
Retail associates often juggle a dozen or more technology systems, from point-of-sale to inventory management to customer service platforms. The next frontier is the AI agent: a digital assistant that connects these systems, automates routine tasks, and provides associates with actionable insights in real time. By simplifying complexity, AI agents empower associates to focus on building relationships and delivering value—cementing their role as the human face of the brand.
Empowering associates with AI and digital tools isn’t just about improving efficiency—it’s a strategic opportunity for differentiation. Exceptional in-store service drives loyalty, increases conversion, and enhances brand reputation. Retailers that invest in their frontline teams are better positioned to:
The future of in-store experience is both high-tech and deeply human. By equipping associates with the right AI-powered tools, retailers can unlock new levels of productivity, satisfaction, and customer loyalty. The journey begins with a commitment to breaking down data silos, integrating digital and physical operations, and putting people—both customers and employees—at the center of every transformation.
At Publicis Sapient, we help retailers reimagine the in-store experience for the AI era. Our approach combines deep industry expertise, proven frameworks for digital transformation, and a relentless focus on customer and employee outcomes. The empowered associate is the key to unlocking the next generation of retail—one where every store visit is an opportunity to connect, inspire, and deliver lasting value.
Ready to empower your frontline and redefine the in-store experience? Let’s build the future of retail, together.