Industry Newsagentsretailkpmgcustomer experience
Retailers Embrace AI To Transform Customer Experience
8.1
A KPMG report and discussions at the ET Great India Retail Summit on Feb. 27, 2026, show retailers globally are prioritizing AI investments, with 64% of CEOs naming AI a top priority and 82% of executives saying it creates a competitive edge. The report highlights gains in customer experience, productivity and supply-chain efficiency across grocery to luxury sectors, urging outcome-led, data-quality focused scaling of AI.
Key Points
- 1Report shows 64% of retail CEOs prioritize AI; 82% of executives expect competitive advantage
- 2Highlights AI improving customer experience, productivity, and supply-chain efficiency across retail segments
- 3Encourages outcome-led investments, data-quality, modern architecture and workforce upskilling for scalable AI deployment
Scoring Rationale
High industry relevance and credible KPMG/ET sources, but coverage remains high-level and lacks technical implementation detail.
Sources
Public references used for this report.
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