“…the challenge is to get teams to think about the customer and stay focused on the customer. It’s not about the channels, or the tech; it’s about the customer-centric view.” – Olivia Kwon Best (Digital Strategy Leader for Retail & Consumer Goods, Adobe)
Attending the National Retail Federation’s NRF ‘25 at the Javits Center in NYC was truly eye-opening. The massive 850,000-square-foot exhibition space showcased a wide array of retail solutions, from fixtures and graphics to tech integration and quick-turn installations. It was impressive to see how these offerings aligned with PD’s diverse capabilities.
The future of AI in retail emerged as the dominant theme, with industry leaders from brands including Adobe, Cognizant, Google, New Balance, On, Samsung, Sephora, and Ulta discussing AI integration across various retail functions. However, amid the high-tech buzz, the most compelling ideas centered around human-centric thinking.
This approach in retail design and technology prioritizes the needs and experiences of both customers and store teams throughout the development process. It aims to create solutions that are not just functional and efficient, but also intuitive, accessible, personalized, and meaningful to users. In an industry that often celebrates innovation for its own sake, human-centric thinking offers a refreshing perspective, ensuring that human values remain at the center of technological advancements that enhance the retail experience.
NRF ‘25 Big Ideas:
- The high cost of acquisition emphasizes the value of the post-purchase experience and customer retention.
- Omnichannel is out; unified commerce is in—shoppers are coming to expect continuous personalized experiences online and in-store.
- The scale of personalization to all segments will grow exponentially—powered by agentic AI.
