EP103: Agentic AI vs. Human Connection: The Future of Retail Explained with Andy Murray
Update: 2025-12-17
Description
In this episode of Future Shop, Wendy Liebmann sits down with retail veteran Andy Murray to dissect the conflicting forces impacting the modern shopper. From the bifurcated "K-shaped" economy to the rise of "vibe shopping" among Gen Z, Andy shares insights from his time at Walmart, ASDA, and P&G, and his current work with the University of Arkansas. Together, they explore a critical paradox: as technology like Agentic AI advances, the human need for physical touch and sensory retail experiences is growing stronger.
Key Highlights:
- The Muddy Middle: How the economy has split shoppers into value-seekers and luxury buyers, leaving a complex "middle" that is harder to define.
- Gen Z & Transparency: Why younger shoppers are using apps like Yuka to demand total ingredient transparency and how they are leading the charge back to physical stores.
- The KPI Problem: Why traditional channel-based metrics are stifling innovation and why retailers must shift to a total customer view.
- AI vs. Humanity: The danger of using AI solely for efficiency and the urgent need to develop "humanist" skills to coexist with Agentic AI.
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