Episode: How AI Is Personalizing the Retail Customer Journey
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19 Minutes on How AI Is Personalizing the Retail Customer Journey
In this episode of GydeBites, host Prasanna Vaidya speaks with Kuntal Malia on how AI is moving retail personalization beyond product recommendations to intelligent, context-aware customer experiences. Kuntal explains the shift toward next best actions, the role of AI across online and in-store journeys, and the challenges of balancing personalization with privacy and trust.
The conversation also explores omnichannel retail, hyper-personalization, and what retail leaders should prioritize as AI becomes a core part of the customer journey.
Questions covered in this episode:
What does personalization mean in modern retail?
What AI technologies are driving retail personalization?
Where is AI creating the impact in retail personalization?
What are the challenges in AI-driven personalization?
Where is retail personalization headed next?
Meet the Speaker
Chief Data & Insights Officer, Metro Brands Limited
With over 25 years of experience in AI, data, and analytics, Kuntal has led AI and data initiatives across startups and large enterprises. Her work focuses on customer insights, merchandising, demand forecasting, and developing personalized retail experiences that improve both customer engagement and business performance.
