SAP NOW AI Tour: Expert Centre: Redefining Retail: Rise of Trusted Digital Agents and Maximising Potential with S/4HANA Cloud for Retail

The retail industry is undergoing a dramatic transformation, balancing tough trading conditions with the need to deliver seamless in-store and online experiences. In the session Brian Man (PwC Australia) and Ruth Tan (SAP ANZ) explored how AI, automation, and digital agents are reshaping the future of retail. They highlighted how computer vision, initially developed for “walk-in, walk-out” stores, is now widely applied to reduce shrinkage, improve stock accuracy, and even assess product freshness.Beyond the store, the discussion turned to the rapid rise of digital shopping agents, like Perplexity, which consolidate data from sources such as Amazon, TikTok, and personal shopping history to deliver hyper-personalised experiences. This trend signals a shift toward a “B2Agent-to-Agent-to-Consumer” model, where AI negotiates and transacts on behalf of customers, potentially redefining how retailers engage with consumers.Brian and Ruth emphasised that this future requires immense processing power and data integration, areas where advanced AI capabilities and platforms like Joule play a pivotal role. Key takeaways included the importance of embedding sustainability and trust in AI, leveraging retail media innovations like electronic paper displays for low-emission promotions, and recognising that AI is not just about automation but about delivering intelligent, highly personalised interactions. In a companion session, Maximising Potential with S/4HANA Cloud for Retail, Ruth Tan demonstrated how integrated solutions like SAP Workzone and Joule provide retailers with real-time insights, streamlined processes, and an intuitive digital experience to maximise agility and efficiency across the retail value chain.