Repositioning retail for the AI era

Macy's is embracing an 'AI-first' approach, as highlighted by senior engineering director Murali Murugan, focusing on redesigning decision-making processes. Instead of layering AI onto existing workflows, Macy's embeds intelligence directly into systems like operational planning and personalization, enabling real-time responses to customer behavior. The retailer aims for a seamless shopping experience through tools like Ask Macy's, an AI-powered assistant that curates recommendations based on past purchases, reflecting a broader shift in retail towards integrated systems.