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The Retail Mindset Series
Hear directly from retailers, Microsoft, HSO and industry experts as they explore the challenges and opportunities shaping retail, from changing customer expectations and operational pressures to connected data, AI and what comes next.
The Retail Mindset Series brings together retail leaders, industry experts and technology practitioners to discuss the challenges, opportunities and decisions shaping retail today.
Through interviews, short videos and practical insights, the series explores how retailers are responding to changing customer expectations, operational pressures, new technologies and the growing role of AI.
From Omnichannel Chaos to Intelligent Orchestration
Retailers have spent years investing in digital channels, customer experience and new technology. Yet many are still battling disconnected systems, fragmented data and growing operational complexity.
In the first part of The Retail Mindset Series, Sean O'Hagan, Retail Industry Director at HSO, and Hae Rym Chebib, Enterprise Account Executive at Microsoft, discuss why omnichannel retail has become harder to manage and what retailers need to do next to create a more connected, intelligent operating model.
The conversation explores:
Why omnichannel has become increasingly difficult to manage.
The impact of disconnected systems and fragmented data.
Why AI should solve business problems, not create new ones.
How retailers can make better decisions with connected data.
The link between operational performance and customer trust.
What intelligent orchestration means in practice.
What we heard
Omnichannel isn't the problem. Complexity is: Adding more channels won't solve fragmented processes, systems and data.
AI needs a business problem to solve: The strongest use cases start with an operational or customer challenge, not with the technology.
Connected operations build customer trust: Better data and decision-making behind the scenes ultimately shape the experience customers receive.
Conversations shaping the future of retail
What are the challenges occupying retail leaders right now? Where is technology genuinely making a difference? And what will separate the retailers that move forward from those that stand still?
The Retail Mindset Series explores the strategic and operational questions facing the industry, bringing together different perspectives from retailers and experts across the retail ecosystem.
The Retail Mindset Series: Operational Nervous System
We talk with Sean and Hae about keeping a business responsive and resilient. Like a nervous system, great retail operations depend on fast, accurate signals flowing between the shop floor, supply chain, and decision-makers. Learn how to spot early warning signs and turn them into confident action, whether you run one shop or a national chain.
The Retail Mindset Series: AI and Hyperautomation
We talk with Sean and Hae about how AI and hyperautomation are changing the way retailers work, from forecasting and replenishment to customer service and back-office tasks.
Discover where automation delivers real value, how to start without overwhelming your team, and how to keep the human touch at the centre, whether you run one shop or a national chain.
In conversation with The Retail Bulletin: Sean O’Hagan on AI, Data and the Future of Retail
Retail is entering a new phase, where AI, data and operational agility are becoming critical drivers of growth. To explore these shifts, The Retail Bulletin recently sat down with Sean O’Hagan, Retail Director at HSO.
In the interview, Sean shares his perspective on the opportunities and challenges facing retailers today, including improving customer experience, increasing operational efficiency and unlocking the value of AI across the organisation.
Full interview coming soon.
The Retail Mindset Series brings together industry leaders to share practical insights on the ideas shaping modern retail, from smarter operations to emerging technology. Each episode offers fresh perspectives and actionable takeaways for retailers of every size. More episodes are coming soon, so stay tuned!
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