”Attention is not the same as value. I think oftentimes retail media optimizes for exposure and attention. CX optimizes for usefulness.”

That's Arthur Fullerton, Global Chief Technology Officer at Havas CX.

Arthur joins host James Kotecki to explore in-store retail media from the customer experience perspective, in a world of fewer human workers in stores.

https://theloomaproject.com

Great quotes from this episode include:

• ”The opportunity now is to incorporate intelligence and personalization into the experience to make it even more amenable to people.”

• ”If we're going to automate everything, how do we ensure that the consumer feels like they're being taken care of?”

• ”A lot of clients and consumers assume that the technology creates the experience, but it just really enables the experience.”

• “…technology should reduce friction, increase relevance, and really ultimately create measurable value… If it's not improving the journey or the business outcomes, it's probably performative. It's probably theater.”

• ”[AI] should make the store feel smart but not cold.”

• ”The lesson isn't to make the grocery feel luxury. It's to make every physical interaction intentional and thoughtful.”