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- 47:04

Retail Intelligence in Action

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Trust, ethics, and identity: How to stay authentic in the age of AI

📍New York, NY

In today’s AI saturated marketing landscape, authenticity is no longer a nice to have; it is a growth strategy. As Julie Channing notes, the brands that truly cut through are the ones that show up consistently across every touchpoint, so what they say matches what customers feel. Campaigns win when the story is ownable by the brand and relevant to culture. Gap’s denim moment captured that balance perfectly by blending choreography, community, and participation. The loop is simple but difficult to execute: authenticity builds trust, and trust builds loyalty.

Trust, however, often breaks in the plumbing. Ivan Mazour points out that a single delay in passing order data can trigger a flawed abandoned cart email after a purchase, instantly eroding confidence. Multiply that by thousands of automated use cases and it becomes clear why clean and connected data is the foundation of AI powered customer experience. Getting the basics right—identity resolution, timely event flows, and reliable product and order data—ensures AI systems can operate at scale without compromising the customer promise.

AI should expand human creativity, not replace it. Brands that codify their identity give teams and partners a clear North Star to guide decisions. With that in place, AI can remove repetitive work and elevate the human story. Personalization that genuinely serves the customer earns loyalty, and transparency becomes the differentiator. Declaring what a brand will and will not do with AI, and aligning actions with those values, builds credibility. Consumers reward clarity, and Dove’s decision to reject AI generated models while publishing an AI prompt playbook shows how transparency and authenticity can coexist with innovation.

Budgets are tight and attention is tighter, which means progress will come from focus, not scale. The brands winning now are the ones starting small with high impact projects that free up time and improve retention—automated insights, better lifecycle triggers, or AI assisted reporting. Choosing partners who understand retail and can move quickly as new use cases emerge is critical. The next major shift is already underway: LLM led discovery is changing how shoppers find brands, forcing leaders to rethink copy, landing pages, and reviews. The mandate for 2025 is clear. Stay human, stay transparent, and use AI to accelerate what makes your brand uniquely yours.

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