The new age customer and consumer is challenging the status quo of how Retail and CPG firms operate. They seek a seamless, tech-driven experience that understands and fulfills their needs. It’s more than just technology; it’s about redesigning the entire consumer journey to be more human-centric and intuitive, placing the consumer at the core.

Currently, operations and experience delivery face several limitations. Enterprises often operate in silos, with fragmented data and disjointed channels that impede the delivery of a seamless experience. To thrive in this technology-led era, Retail and CPG firms must strive to become Generative Enterprises – going beyond cost savings to creating new value through innovation, working on a unified commerce proposition, and swiftly adapting to changing market dynamics.

GenAI is providing a once-in-a-lifetime opportunity to realize the Generative Enterprise dream. It is paving the way for a more value-oriented, human-like, and intuitive customer experience. However, to realize this dream, Retailers and CPG firms must pay their enterprise debts. The countdown has begun.

Our recent roundtable of Retail and CPG executives formulated a roadmap to realize the Generative Enterprise dream.

  • The Lay of the Land: The current state of GenAI adoption in Retail and CPG. In which areas have firms found early success? And despite the vast potential, what barriers impede GenAI’s widespread adoption?
  • GenAI ‘alone’ cannot be the panacea: GenAI can propel the Generative Enterprise dream but can’t do it alone. A cohort of technologies and a ‘fresh’ mindset would get you there.
  • Pay your Enterprise Debts: What enterprise debts (data, processes, technology, people, culture) must you overcome to realize the Generative Enterprise dream?
  • The vision and ambitions: What do you think about GenAI’s potential?
  • Quantifying the benefits: Where is the value (benefits), and what is it worth (£)?
  • The Chronology of Success: What are the building blocks to achieve a Generative Enterprise, what’s the blueprint, and how do we go about it?
HFS Moderators
David Cushman | HFS Research
David Cushman
Executive Research Leader
Ashish Chaturvedi | HFS Research
Ashish Chaturvedin
Practice Leader
Josh Matthews
Practice Leader
Associated POV:
Focus retail and CPG GenAI investments on the core but leave room for innovation

A roundtable discussion of Retail and CPG enterprise executives.

To read the full report, click here.

Unlocking GenAI within the CPG and Retail sectors: Insights from industry leaders
  • HFS’ David Cushman shares key take-aways from the HFS GenAI CPG and retail roundtable

  • Josh Matthews on sustainability meets GenAI within the CPG and Retail sectors

  • HFS’ Ashish Chaturvedi on how CPG and retail firms can get ahead with GenAI

  • Publicis Sapient’s Helen Merriott on the new GenAI paradigm shift within CPG and retail

  • Publicis Sapient’s Julian Skelly on the gradual GenAI paradigm shift taking place within retail

  • Mars’ Shelley Davies explores the potential of GenAI within finance-shared services

  • BT’s Shanthi Nachiappan on harnessing GenAI to solve problems and drive value

This HFS Roundtable is supported by

Thanks to everyone who was part of this HFS Roundtable.

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