customer-centric digital experience . “ It ’ s about where they get their inspiration , how they create a shopping list and how we can make it easy for them to find products in store . It ’ s also about the online shopping experience and how we make that as simple and as engaging and as rewarding as possible .”
Like many digitally forward businesses , Colyer predicts Foodstuffs North Island will continue to use AI to greater effect . “ It will mean we can start moving our people into significantly more value-add activities . Working out what to order and when is not something a person should be doing . It ’ s completely predictable to a level that ’ s as good as , if not somewhat better than , a human could do .” He sees the future focus for staff on building a better experience for customers . “ Instore , that may lead to fewer staffed checkout lanes allowing our people to be out helping and inspiring customers – it ’ s a big shift away from ‘ processing ’ towards ‘ customer experience ’,” pledges Colyer . “ It ’ s about adapting your systems and processes to accommodate that .”
The ultimate goal , and number one strategic priority , for Foodstuffs North
Island is to leverage IT and data to serve customers . Allied to that Colyer stresses the exec level focus on simplifying the business : “ Our goal is to reduce duplication and streamline processes leveraging automation and AI to create the headroom in order to progress many more customer centric initiatives .”
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