Matthieu Houle – CIO, ALDO: AI, CX, and the Future of Retail

In the world of retail, staying ahead of the curve is essential. With the rise of AI and the ever-evolving customer expectations, companies like ALDO are taking innovative steps to ensure they remain competitive in the market. ALDO’s CIO, Matthieu Houle, recently shared insights into how AI is shaping the future of retail and how ALDO is leveraging this technology to enhance customer experiences.

Houle’s approach to AI is refreshing – instead of viewing it as a threat to human jobs, he sees it as a tool to empower employees and enhance their capabilities. By giving employees “superpowers” through automation and data insights, ALDO is creating a workforce that is more efficient and effective in serving customers.

One of the key challenges Houle highlighted is the importance of accurate demand forecasting in retail. By leveraging predictive AI models, ALDO is working towards optimizing inventory, pricing, and overall sales strategies. This not only benefits the company but also enhances the overall customer experience by ensuring products are available when and where customers need them.

Furthermore, Houle emphasized the importance of data governance and quality in AI implementation. By addressing the issue of “shadow data” – data that resides in spreadsheets and is not easily accessible – ALDO is working towards a more streamlined and efficient data management process.

The integration of AI with back-end systems is also a crucial aspect of ALDO’s CX strategy. By ensuring seamless connectivity between front-end customer interactions and back-end operations, ALDO is creating a cohesive and consistent customer experience across all touchpoints.

SAP’s commitment to CX was also highlighted during the discussion with ALDO. With a focus on industry-specific needs and the integration of AI into customer-facing processes, SAP is positioning itself as a leader in the CX space. The inclusion of Sales Cloud in the GROW offering further solidifies SAP’s dedication to providing innovative solutions for its customers.

Overall, the conversation with ALDO’s CIO sheds light on the evolving landscape of retail and the role of AI in shaping the future of customer experiences. By embracing AI as a tool for empowerment and efficiency, companies like ALDO are paving the way for a more personalized and seamless retail experience for customers.