As the retail industry steps into 2025, the possibilities for innovation are limitless, with artificial intelligence at the forefront. According to Forrester, global retail sales are expected to reach $24.9 trillion by 2025, with $5.3 trillion coming from online sales alone. As digital commerce continues to dominate, Gartner projects IT spending will hit $5.74 trillion globally in 2025, signaling that technology investments will be crucial for retailers to stay competitive.
At NRF 2025: Retail’s Big Show, retail leaders and tech innovators gathered to explore how AI is transforming the sector and driving new experiences for both businesses and consumers. Globant kicked off the year by participating in the event and discussing how the strategic use of AI can help retailers leverage omnichannel experiences to enhance the customer experience.
AI: The Catalyst for Omnichannel Experiences and Customer Relationships
From personalized shopping recommendations to AI-powered loyalty programs, the potential for AI to influence customer behaviors and build lasting brand relationships is undeniable. Retailers are no longer simply meeting customer expectations—they’re setting new standards for what’s possible.
“AI is becoming the ultimate gateway—it’s the first step and the final touchpoint in the user journey. It’s transforming not only the user experience but also how brands manage and connect with their audiences. AI is no longer just a tool; it’s the tool. Users enter the experience through AI and navigate it entirely within an AI-driven ecosystem.”
– Diego Brihuega, Senior Vice President at Globant.
The value that AI is driving in retail is not going unnoticed, which is why Forrester predicts that one in five US and EMEA retailers will launch customer-facing genAI applications. As the AI revolution becomes tangible and closer to the customers, at Globant, we’re already building our custom AI Agents to catalyze the retail industry to the next level.
Big Ideas Defining Retail in 2025
At NRF 2025, Globant hosted a “Big Ideas” session featuring Marc St Pierre, Retail & CPG Strategy Director at Globant, and Bill Forbes, Director of Mobile Software Engineering at GAP Inc. The session covered the game-changing innovations shaping the industry today, including:
- Social Commerce: Platforms like TikTok and Instagram are transforming into direct sales channels, offering interactive shopping experiences.
- Experiential Retail: Immersive technologies like augmented reality (AR) fitting rooms and AI-powered virtual stores are enhancing how consumers interact with brands.
- Sustainability and Ethical Sourcing: Retailers are focusing on reducing waste, promoting sustainable sourcing, and building a circular economy to resonate with eco-conscious consumers.
- AI and Machine Learning: The strategic use of AI for demand forecasting, dynamic pricing, and customer service is revolutionizing operational efficiency and customer satisfaction.
Harlan Haught, Director of the Global Google Business Unit at Globant, emphasized the role of partnerships in accelerating AI adoption:
“AI is revolutionizing the retail industry, particularly through the evolution of customer data platforms (CDPs). Google’s approach to managing partnerships and building CDPs is remarkable—they offer pre-packaged, plug-and-play solutions that require minimal implementation effort. I’m especially impressed by how Google collaborates with partners like Quantum Metrics and Analytics to empower customers to create CDPs efficiently and effectively.”
Collaboration is key. Declining consumer demand in 2025 will drive retailers to increase their use of technology. Companies that quickly adopt this mindset and take ownership of the tools available will cultivate long-term growth.
Unified Commerce and AI-Driven Operational Efficiency
One of the hottest trends in retail this year is unified commerce, which integrates in-store, online, and mobile channels into one seamless ecosystem. Retailers that leverage unified commerce can provide tailored shopping experiences while optimizing inventory management and streamlining operations.
“By leveraging customer data, businesses can better serve their clients, curate tailored experiences, and ultimately drive higher revenue while enhancing customer satisfaction.”
– Trisha Bates, Director of Commerce for the U.S. at Globant.
At the same time, by automating tasks and using predictive analytics, retailers can optimize processes like inventory management, staffing, and logistics, leading to faster, more cost-effective services. Moreover, AI-powered demand forecasting helps retailers anticipate consumer needs, ensuring optimal inventory levels, while dynamic pricing adjusts in real time to market conditions, maximizing revenue. No wonder 9 out of 10 retailers are now adopting or piloting AI.
Reimagining Retail for the Next Era of Innovation
As the retail industry continues to evolve, it’s clear that AI is not just a tool but the cornerstone of a new, interconnected shopping experience. At Globant, we are not just observing these transformations—we’re leading them. By partnering with retailers to harness the power of AI, omnichannel strategies, and innovative technologies, we are helping brands reimagine customer connections and stay ahead of the curve. As we move forward, Globant remains committed to shaping the future of retail, where every experience is smarter, more personalized, and more seamless.
