“AI WON’ T REPLACE THE STORE BUT IT WILL CONNECT THE DOTS”
Jo Drake Chief Technology Officer THG Ingenuity
to support the shop staff,” she says.“ I visit the same Jigsaw store all the time, and Sue, who works there, knows my style and my colour palette – I’ m a warm winter. An AI agent gives staff that same memory at scale. You could tell it you’ re attending an outdoor wedding next month, and it would immediately cross-reference local store stock, climate data and your personal taste to curate options right in the fitting room.”
Ultimately, this convergence redefines what high-street retail can become in an AI-first world.“ People used to claim e-commerce was killing the high street, but technology is actually giving us the chance to revive it,” Jo concludes.“ Physical stores are transforming into experience hubs and mini-fulfillment centres. By blending digital convenience with genuine human service, AI won’ t replace the store but it will connect the dots.”
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