2018-技术愿景_零售商为什么必须使用人工智能优先的世界-他们又该如何实现目标（英文版）

Avanade’s TechVision 2017 Summary: Preparing Retailers for an AI-First World

Core Content

Avanade's TechVision 2017 outlines the transformative impact of artificial intelligence (AI) on the retail industry and provides a strategic roadmap for retailers to adapt and thrive in an AI-first world. The report emphasizes that retailers, due to their long-standing role in digital innovation, must act proactively to stay competitive.

Main Themes

1. New User Experiences: Create simple, more human-like interactions

• AI is enabling zero-effort purchasing experiences, such as voice-activated ordering, chatbots, and smart home integrations.
• These experiences aim to be invisible, simple, and human-like, enhancing customer convenience.
• Retailers must adopt AI-driven solutions to provide seamless interactions or risk losing customers to competitors.

2. Augmented Workforce: Empower your employees to do more

• AI is not replacing employees but augmenting them, allowing them to be smarter, faster, and more effective.
• Examples include automated notifications, liquid workforces, and wearables that provide real-time customer insights.
• Training and optimizing employees to work with digital tools is essential to create more valuable customer relationships.

3. Platform Economy: Tap into "digital shopping malls"

• The Platform Economy allows retailers to build centralized hubs for customer engagement, similar to physical shopping malls.
• Retailers should leverage open digital platforms and API integrations to enhance agility and reach customers wherever they are.
• The rise of IoT and smart home devices (e.g., Amazon Alexa, Google Home) is reshaping how consumers interact with retail services.

4. DesignOps: Focus on the customer and value

• Retailers should adopt a DesignOps approach, combining modern engineering with design thinking.
• This means re-engineering business processes and customer outcomes with a focus on customer-centric value.
• Key strategies include identifying pain points in the customer journey, using conversational interfaces, process automation, and augmented reality.

5. Digital Ethics: Put in place the proper framework

• AI introduces ethical challenges around privacy, responsibility, and the human element.
• Retailers must establish a digital ethics framework and a dedicated team to manage these concerns.
• Ethical considerations should be integrated with security practices and reflect the brand’s values to maintain consumer trust.

Key Recommendations

Avanade outlines five strategic actions for retailers to prepare for an AI-first world:

1. Deliver zero-effort, invisible experiences using AI to delight customers.
2. Integrate AI into the workforce to support employees and enhance their capabilities.
3. Leverage the Platform Economy to optimize supply chains and meet new customer expectations.
4. Adopt a DesignOps mindset to ensure customer needs are central to all innovations.
5. Act with caution and foresight by establishing a digital ethics framework to manage AI's societal and business implications.

Conclusion

The AI-first revolution is inevitable, and retailers are uniquely positioned to lead or lag in this transformation. By embracing AI in customer experiences, workforce augmentation, platform integration, and ethical practices, retailers can secure their future in a rapidly evolving digital landscape.

About Avanade

Avanade is a leading provider of digital and cloud services, combining Microsoft technology with innovative business solutions. With 30,000 professionals across 24 countries, Avanade supports clients in driving transformation and growth through a collaborative and diverse culture.

Contact Information

• North America: Seattle, Phone +1 206 239 5600, America@avanade.com
• Asia-Pacific: Singapore, Phone +65 6592 2133, AsiaPac@avanade.com
• Europe: London, Phone +44 (0) 20 7025 1000, Europe@avanade.com
• South America: Sao Paulo, AvanadeBrasil@avanade.com
• Africa: Pretoria, Phone +27 12 622 4400, SouthAfrica@avanade.com