Decades ago, customers would call their local
grocer to place an oder and have it delivered. They would ask for
staples such as cheese, milk, bread and dishwasher soap and look to
their grocer for suggestions on what to serve dinner guests.
The advent of retail technology is essentially allowing grocers to
create that same tailored experience. “With all of our artificial
intelligence and e-commerce, aren’t we just trying to go back to where
we were before?” asked David Donnan, a senior partner at A.T. Kearney,
during his presentation at the 7th Annual Canadian Food and Drink Summit
in Toronto last month.
Today grocers are using data and artificial intelligence to build
trust with their customers and offer the types of experiences and
service levels that previously existed, he said. “What we’re trying to
get technology to do we already had,” said Donnan.
Moving forward, food will play an even more pivotal role in shaping the relationship between consumers and grocers.