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How leading retailers are building semantic intelligence that goes beyond simple labeling to create predictable, brand-consistent AI systems. The Language Problem That's Costing Retailers Sales Americans call this cuffed. The British call it turned up. In the US, turned up means drunk. But the customer just says “the jeans with the fold at the bottom “. If your search doesn’t know those three phrases point to the same thing, you’ve missed the sale. That’s one example. Here’s

Using AI might be standard practice, but it doesn’t mean we’re all good at it. Check out this checklist to see how prepared you are to actually use AI strategically. Most brands can launch an “AI” chatbot. Far fewer can launch AI that actually improves over time, works across channels, and becomes a durable part of the customer journey (not a single use “pilot” that quietly disappears six months later). If you’re thinking about AI for customer communication like AI agents, au

When a shopper asks AI for a "playful vibe" dress, it only finds what your taxonomy tells it to. The brands winning agentic search are the ones whose words match their customers' intent. At the beginning of March as I anticipated the ‘Joyful’ tagline cover of Vogue’s spring trends edition hitting the stands, I was curious to see what ChatGPT would surface when prompted to “find me a dress with a playful vibe”. I specifically chose the word ‘playful’ because it reflected onlin

With its great transformation in recent years, a new problem has emerged in the enterprise chatbot market: there’s no shared definition of what an enterprise AI chatbot is. Is it a chatbot? An AI agent? A conversational AI platform? The already complex vocabulary has shifted faster than most vendor websites, and the platform decision shapes how far automation can scale. A platform built for FAQ automation won’t handle autonomous multi-step reasoning, and on the other hand, a

See how enterprises in retail, banking, healthcare, and HR are using conversational AI to cut costs, improve CX, and drive revenue. With real results. Most enterprise “conversational AI” is still a glorified FAQ page with a chat bubble. Meanwhile, LAQO’s AI assistant resolves 90% of insurance queries in under five messages, Floward handled 54,000 WhatsApp conversations on Valentine’s Day, and iBancar funnels 60% of loan leads through approval without a single human agent. Thi

In case you missed it (which we doubt), OpenAI just made a major move. Shoppers can now buy products directly in ChatGPT, thanks to a pilot with brands like KAYAK, Instacart, Klarna, Etsy, and Shop.app by Shopify. The feature is live, shoppers are using it and it offers a huge shift in buying behaviour. So how can you make sure not to be left behind? Fashion is already a highly complex category to sell, dominated by volatile factors like fit, feel and emotional expression. Wi

Ensuring Your Brand Remains Visible in the LLM-Powered Shopping Era As AI tools like ChatGPT become embedded in consumers’ shopping journeys, the mechanisms governing product discovery are increasingly shaping retail success. Currently, ChatGPT tends to prioritise results from high-authority, large-scale marketplaces. This algorithmic preference inadvertently marginalises smaller and niche retailers, even when they stock precisely what consumers are looking for. HOW CHATGPT C

As the eCommerce sector braces for what will undoubtedly be a transformative 2025, retailers find themselves at a critical crossroads. The convergence of technological innovation, shifting consumer expectations, and economic recalibration is redefining the landscape. Reflecting on recent years, I’ve seen immense challenges testing retailers like never before. The fallout from the cost-of-living crisis, soaring customer acquisition costs, and geopolitical instability created a

Gone are the days when marketers relied on guesswork – because, let’s face it, no one wants to gamble with tight budgets. But how do successful marketers stand out? What tools do the top performers use to truly understand their customers and capitalize on those insights? They use the power of first-party data to truly understand their customers, turning insights into action to drive measurable results. In this blog, we’ll explore three powerful ways Mapp Marketing Cloud helps

AI is much talked about. It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. The biggest opportunities for loyalty programs relate to operating more efficiently to reduce cost, and improving personalization. Most larger loyalty programs have been experimenting with artificial intelligence for years now, and value has been found around personalization and fraud management. For smaller and medium-sized

Listen to Amanda Cromhout, Truth’s CEO, discuss the effectiveness of artificial intelligence (AI) and machine learning which could mean a huge competitive advantage for your business. Listen to the discussion here This article was first published by Customer Strategy Network. Permission to use has been granted by the publisher.

AI is much talked about. It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. The biggest opportunities for loyalty programs relate to operating more efficiently to reduce cost, and improving personalization. Most larger loyalty programs have been experimenting with artificial intelligence for years now, and value has been found around personalization and fraud management. For smaller and medium-s

How well do you optimize your email campaigns to drive your customer loyalty? In this episode, we are joined by Sondre Wassås, Partner at CPM Analytics, who has run loyalty programs for some of the best- known retailers in Scandinavia. Sondre believes it's increasingly important to move beyond the basics of personalization, segmentation and A/B testing and find powerful new ways to optimize your loyalty programme newsletters using the latest analytics. Listen to hear Son

At the height of the pandemic in 2020, global retail sales fell by 2.9%. A year later, it bounced back to 9.7% growth. Yet global retail sales will see reduced growth this year as customers significantly cut back on purchases to cope with the cost-of-living crisis. Brands now risk having fewer sales, increased churn, and lower revenue. Deal-seeking customer behavior is soaring as shoppers turn to alternative brands for deals and discounts. In fact, Amazon Prime Day had