AI in consumer and retail

How we’re supporting organisations in consumer and retail to realise value from their AI investments.

How we’re supporting organisations in consumer and retail.

4 min read

Hyper-personalise the buying journey with AI

It’s time to move on from the AI hype and achieve AI value. Leading retail and consumer businesses are already harnessing AI to personalise customer experiences, predict consumer needs before they arise, automate customer service, and optimise inventory in real time.

Delivering real value from these value cases takes an understanding of where AI is the best answer. It takes knowing where to prioritise your investments. It takes a clear, strategic AI road map, IT infrastructure that’s AI ready, and a workforce who are confident and comfortable using AI. It takes trust that your AI solutions are ethical and secure.

Our AI frameworks have ethics and security at their core, meaning you can have confidence in your AI solutions. We help you upskill your people and implement AI at speed, so you can achieve value faster.

Can you automate content generation, dynamically price your products or deliver hyper-personalised services? You can with AI. You can with KPMG.

Interested in learning more? Read on to discover how we can help you transform your business with AI.

Get real value for money from AI

Value is key to your customers. And it’s important for you too. But many retail and consumer businesses we’re talking with are unsure how to unlock the full value of AI and integrate it fully into their business operations. Sound like you?

We’re helping businesses like yours prioritise their AI investments and achieve value. Take the major retailer looking to identify where AI could deliver cost savings in its contact centre. We worked with it to develop customer journey blueprints and build a roadmap for implementation.

And take the organisations that have implemented Dash, our intelligent insights platform, to gain an indepth view of area health, competition, buying habits and future demand for products.

We help you:

Understand the art of the possible with AI, and agree strategic priorities and focus areas for AI investment.
Define your AI-enabled future operating model.
Build an AI business case and implementation roadmap.
Identify where AI will deliver the greatest ROI across your business functions.
Transform customer experience and deliver hyper-personalisation.

Enhance your offering, built on systems you can trust

What gives your brand strength? Trust. Trust that you provide value for money. Trust that your deliver quality products. Trust that you deliver great customer service. Trust that you’re an ethical business.

Do your customers trust AI to deal with their queries? Do your people trust AI to give them accurate information? Do you?

And what about AI cybersecurity risks? Can your existing security measures stand up to the new cyber threats that come from embedding AI into your IT infrastructure?

We build trust into our AI frameworks by design. That means you can have confidence that your AI solutions are implemented safely and ethically.

We help you:

Answer the question, “should we do it?” – does it benefit your customers or wider society? Is it ethical?
Deploy your AI solutions in an ethical and responsible way with our KPMG Trusted AI framework.
Improve cyber security, and respond and recover fast.
Understand how AI legislation impacts your plans.
Establish pragmatic risk and controls frameworks.

Achieve a more productive workforce with AI

What’s the quickest wins with AI? It’s often from handling time intensive admin tasks. Take a contact centre environment. Customer queries can be routed through to AI that can deliver near-human like customer service. That frees your people to take on more complex questions.

AI can also augment your people, helping them improve the service they offer by providing real-time suggestions for suitable products.

But how comfortable are your people in working with an AI colleague? And do they have the skills to get the most from your AI tools?

We help you:

Manage the necessary change, including redesigning your organisational structure.
Upskill your workforce to use AI-enabled tools and to build a culture of trust.
Identify the shape and size of your future workforce and direct capacity at new strategic priority area.
Redesign your employee roles and experiences for a workplace where your people are augmented by AI.
Embed AI over the long-term – we make it happen and make it stick.

Put in place an infrastructure that enables success

Legacy operating models, designed for a world of in-store, physical transactions, are struggling under the pressure of today’s hyper-connected, always-on shopping landscape. Even where you’ve updated your tech platforms, are you confident they’re fit for AI?

You need an infrastructure and tech that enables you to implement AI fast and at scale. We work with our global tech Alliances to enable you to do just that.

We help you: